General Manager

JOB DESCRIPTION

General Manager

Company: Hotel Medallion Location: Lagos, Nigeria Employment Type: Full-Time Salary: ₦750,000 – ₦1,000,000 monthly, depending on experience and competence Reports To: Managing Director / Hotel Ownership

Role Overview

Hotel Medallion is seeking an experienced and commercially minded General Manager to lead the overall operations, performance, and growth of the hotel.

The General Manager will have responsibility for the day-to-day running of the hotel, ensuring excellent guest experience, strong operational standards, effective team performance, cost control, revenue growth, and compliance with company policies.

This role requires someone who can run the hotel as a business, not just supervise its daily activities. The ideal candidate should understand hotel operations, hospitality sales, revenue generation, people management, cost management, and guest relations, and be able to translate these into measurable business results.

Key Responsibilities

1. Overall Hotel Operations

• Provide overall leadership for the hotel's daily operations and service delivery.
• Ensure all departments operate efficiently and according to established standards.
• Develop and enforce operational policies, procedures, SOPs and service standards.
• Monitor the performance of Rooms, Front Office, Housekeeping, Food & Beverage, Sales & Marketing, Security, Maintenance and other functions.
• Identify operational gaps and implement practical solutions.
• Ensure the hotel is consistently clean, safe, functional and guest-ready.

2. Revenue & Business Growth

• Take ownership of the hotel's revenue and commercial performance.
• Develop and implement strategies to increase room occupancy, average daily rate and overall hotel revenue.
• Drive corporate, group, event, conference and other business opportunities.
• Build relationships with corporate organisations, travel agencies, event planners, government institutions, businesses and other potential clients.
• Work closely with the sales and marketing team to develop effective hotel promotions and customer acquisition initiatives.
• Monitor competitor activity, pricing and market trends and recommend appropriate responses.
• Identify new revenue opportunities across rooms, events, food and beverage and other hotel services.

3. Financial & Cost Management

• Work with the Finance team to prepare and monitor departmental budgets.
• Monitor revenue, expenses, payroll, procurement and operational costs.
• Ensure appropriate controls are in place to reduce waste, leakage and unnecessary expenditure.
• Review financial and operational reports and take corrective action where required.
• Ensure procurement and inventory processes are properly managed.
• Support the ownership/management team with financial and commercial insights for decision-making.

4. Guest Experience & Service Quality

• Establish and maintain high standards of guest service across the hotel.
• Monitor guest feedback, complaints, reviews and satisfaction levels.
• Personally handle escalated guest complaints and service recovery when necessary.
• Ensure guest issues are resolved promptly and professionally.
• Develop systems for capturing and acting on guest feedback.
• Ensure the hotel's service experience is consistent with its positioning and target market.

5. People & Team Management

• Lead, manage and motivate the hotel's management team and wider workforce.
• Set clear expectations, responsibilities and performance standards for department heads.
• Conduct regular performance reviews and hold managers accountable for results.
• Identify staffing gaps and work with HR/management on recruitment and workforce planning.
• Ensure proper onboarding, training and continuous development of employees.
• Promote professionalism, teamwork, accountability and strong service culture.
• Address performance and disciplinary issues appropriately and in line with company policies.

6. Sales, Marketing & Partnerships

• Work with the commercial team to develop and execute the hotel's sales strategy.
• Establish strategic relationships that can generate consistent room bookings and other business.
• Oversee corporate account acquisition and relationship management.
• Support the development of partnerships with travel companies, event planners, online travel agencies and relevant businesses.
• Ensure the hotel's digital presence, promotions and customer acquisition activities support revenue objectives.
• Track the effectiveness of sales and marketing activities.

7. Compliance, Safety & Risk Management

• Ensure compliance with applicable hospitality, health, safety, employment and regulatory requirements.
• Ensure appropriate security and emergency procedures are implemented and followed.
• Maintain high standards of fire safety, hygiene, food safety and workplace safety.
• Ensure hotel licences, permits, certifications and regulatory requirements are maintained.
• Identify operational risks and implement appropriate mitigation measures.

8. Maintenance & Asset Management

• Ensure rooms, facilities, equipment and public areas are properly maintained.
• Work with the Maintenance team to implement preventive maintenance schedules.
• Ensure faults and maintenance issues are addressed promptly.
• Protect the hotel's physical assets and minimise avoidable damage and replacement costs.
• Monitor the condition and presentation of the hotel and recommend improvements where necessary.

9. Reporting & Management

• Prepare regular management reports covering hotel operations, revenue, occupancy, expenses, guest experience, staffing and other key performance areas.
• Present performance updates and recommendations to the Managing Director/Owners.
• Establish clear KPIs for departments and management staff.
• Use operational and financial data to identify trends, problems and opportunities.
• Ensure agreed targets and action plans are followed through.

Key Performance Indicators (KPIs)

The General Manager will be evaluated against agreed targets including:

• Room occupancy and revenue growth
• Average Daily Rate (ADR) and RevPAR performance
• Overall hotel revenue
• Food & Beverage revenue and performance
• Cost control and profitability
• Guest satisfaction and complaint resolution
• Online reviews and reputation
• Corporate and repeat business acquisition
• Staff productivity and retention
• Compliance with SOPs and operational standards
• Maintenance and facility standards
• Inventory and procurement controls
• Achievement of departmental and hotel-wide targets

Required Qualifications & Experience

• Minimum of 7 years' relevant experience in hotel/hospitality operations, with at least 3 years in a senior management or General Manager/Operations Manager role.
• Demonstrated experience managing a full-service hotel or comparable hospitality business.
• Strong understanding of hotel operations, rooms division, F&B, sales, guest relations and financial management.
• Proven experience managing and developing large hospitality teams.
• Strong commercial understanding and ability to drive revenue.
• Experience with hotel management/PMS systems and standard hospitality reporting tools.
• Strong knowledge of hospitality SOPs, service standards and operational controls.
• Good understanding of budgeting, cost control, procurement and inventory management.
• Strong communication, negotiation and relationship-management skills.
• Ability to work under pressure and manage multiple operational priorities.