General Manager

The role holder will contribute to the performance of the hotel by leading the business forward from the front by leading by example. This role needs to ensure that at all times that the key stakeholders (Wyndham Hotels and Resorts/Ownership/Team members/Guests) are all satisfied.

• Must be able to drive yield, profitability and excellence in service standards.

  
  

• Hold property leadership team accountable for project execution, and guide their individual and professional development.

  
  

• Build strong rapport with property owners through proactive and on-going communication; as well as keep them informed of brand initiatives and guest experience. 

  
  

OPERATIONAL MANAGEMENT

• Lead and oversee all hotel operations, including Front Office, Housekeeping, Food & Beverage, Sales & Marketing, Finance, and Engineering.

  
  

• Ensure high standards of guest service and satisfaction in line with brand expectations.

  
  

• Conduct daily property walks to ensure brand standards for cleanliness, safety, and appearance are maintained.

  
  

• Oversee capital projects and ensure the physical asset is well-maintained and secure.

  
  

• Lead the hotel team with a guest-centric approach, ensuring every guest interaction is exceptional.

  
  

• Develop and execute the hotel’s business plan to achieve and exceed operational and financial goals.

  
  

• Prepare, review, and manage budgets, forecasts, and financial plans.

  
  

• Monitor financial performance and ensure profitability by controlling costs, optimizing revenues, and implementing effective financial controls.

  
  

• Review financial statements, reports, and KPIs regularly to make informed business decisions.

  
  

• Approve expenditures and capital investments in accordance with hotel’s policies.

  
  

• Analyze financial statements, sales reports, and other performance data to identify areas for improvement and implement cost-control strategies.

  
  

• Maximize profitability and return on investment for the hotel's ownership.

  
  

• Drive sales and marketing strategies to maximize occupancy and revenue.

  
  

• Work closely with the DOSM to develop strategies to attract new business and retain existing clients.

  
  

• Build and maintain strong relationships with key clients, corporate partners, and local community stakeholders.

  
  

• Represent the hotel at industry events, conferences, and community gatherings to enhance the hotel’s market presence.

  
  

• Lead, coach, and mentor all department heads to build a high-performing, unified executive team.

  
  

• Recruit, train, mentor, and develop hotel staff to achieve high performance and engagement.

  
  

• Foster a positive, collaborative, and professional work environment that encourages employee engagement and career development.

  
  

• Conduct regular performance evaluations and implement corrective or development actions when necessary.

  
  

• Oversee all aspects of employee management, including recruitment, training, performance reviews, and employee relations.

  
  

• Ensure all HR practices are compliant with local labor laws and company policies.

  
  

• Ensure compliance with all local laws, regulations, and brand standards.

  
  

• Maintain health, safety, and security standards across all hotel operations.

  
  

• Oversee risk management, insurance policies, and emergency preparedness programs.

  
  

• Implement and enforce all hotel policies and procedures, ensuring adherence to brand standards and legal regulations.

  
  

• Monitor guest satisfaction scores and feedback, implementing strategies to address concerns and continuously improve the guest experience.

  
  

• Proactively engage with guests, especially VIPs, to build relationships and gather feedback.

  
  

• Ensure the hotel consistently delivers a superior guest experience in line with brand expectations.

  
  

  DEFINE AND DELIVER AGAINST THE HOTEL’S STRATEGIC PLAN

  
  

• Define and deliver against the hotel’s strategic plan

  
  

• Working closely with the Regional Office, the General Manager will define and execute against a detailed strategic and budget plan for the property.  This will include setting performance targets, enforcing policies, processes and procedures as well as defining the infrastructure of the hotel, particularly critical in the opening phase 

  
  

•   The General Manager will create a positive identity and awareness of the hotel within the city, region and country, to help ‘Grow our Iconic Brands’

  
  

• Will build and keep an excellent relationship with owners and protecting the assets and act as an extension of the WH&R Management team. Will build a strong PR presence and relationship with Media, Trade shows etc.

  
  

• Create and establish the property on defined target markets, business management and develop and fulfill the defined business plan at a hotel and company level.

  
  

QUALITY ASSURANCE, BRAND STANDARDS AND GUEST SATISFACTION

• As the guardian and protector of the Wyndham brand, the General Manager will ensure that all activities are conducted within the brand standards of WH&R.

  
  

• They will also take steps to set up and initiate guest satisfaction measurement tools like  Trip Advisor, team member awareness and operating standards and SOP’s/LSOP’s in order to ensure the highest level of performance, compliance and guest satisfaction for the property in fitting with the high standards expected in a hotel of this type.

  
  

• Leverage the strength of the World’s Largest Hotel Company, to deliver results with the Wyndham Rewards loyalty program.

  
  

MANAGEMENT & LEADERSHIP

• Train and develop direct reports and provide support when required through regular coaching and mentoring sessions

  
  

• Ensure all direct reports have an PDP to achieve their goals

  
  

• Ensure that effective communication flow is maintained at all times

  
  

• Actively participate in the community involvement projects and initiatives together with the hotel’s management team

  
  

• Maintaining a business environment based on the Code of Conduct and Company Vision:

  
  

  • Working with the hotel Exec Com to ensure the successful execution of the individual departmental plans as they fit within the overall business strategy.

    
    

  • Provide guidance, motivation and direction to all team members and act as the face and ambassador for the property with respect to relationship management and development.

    
    

  • Leading by example, to ensure s/he and her/his team always look to ‘Do the Right’