Domeo Resources International (DRI) is a prolific organisation which proffers HR and Management Consultancy solutions premised on excellence and innovation. DRI analyses various organisational problems, develops improvement plans, deploys those plans and monitors the plans to ensure improved organisational performance.
We are recruiting to fill the position below:
Job Title: General Manager
Location: Aba, Abia
Employment Type: Full-time
Reports to: Managing Director / Board of Directors
Main Function
- The General Manager (GM) is the highest-ranking executive responsible for the overall leadership, strategic direction, operational excellence, financial performance, and brand reputation of the hotel.
- The General Manager provides visionary leadership to ensure the hotel consistently delivers exceptional guest experiences while achieving sustainable profitability, operational efficiency, and compliance with all statutory and brand requirements.
- The General Manager oversees every aspect of hotel operations, including Rooms Division, Food & Beverage, Culinary, Sales & Marketing, Finance, Human Resources, Engineering, Security, Procurement, Information Technology, Housekeeping, Spa & Recreation, Guest Services, and Facilities Management.
- The role is responsible for developing and implementing business strategies, driving revenue growth, maintaining superior luxury service standards, fostering employee engagement, strengthening stakeholder relationships, and ensuring the hotel's long-term competitiveness and market leadership.
- The General Manager serves as the principal representative of the hotel, maintaining strong relationships with owners, investors, government agencies, corporate clients, travel partners, suppliers, and the local community while ensuring that all operations reflect the organization's vision, mission, and core values.
Role Responsibilities
Executive Leadership & Strategic Management:
- Provide visionary leadership and strategic direction for the overall operations of the hotel.
- Develop and execute short-, medium-, and long-term business strategies aligned with the organization's objectives.
- Translate the hotel's vision, mission, and strategic goals into measurable operational plans.
- Lead the Executive Management Team in delivering business objectives.
- Establish annual operational goals, departmental objectives, and key performance indicators (KPIs).
- Drive a culture of excellence, innovation, accountability, and continuous improvement.
- Ensure effective corporate governance and sound management practices across all departments.
- Advise the Managing Director and Board on operational performance, market opportunities, business risks, and strategic initiatives.
Operational Management & Service Excellence:
- Direct and oversee all hotel operations to ensure seamless service delivery across every department.
- Ensure consistent compliance with superior luxury hospitality standards.
- Monitor departmental performance and operational efficiency.
- Conduct regular operational inspections of guest rooms, public areas, restaurants, kitchens, bars, banquet facilities, spa, gym, engineering plant rooms, laundry, and back-of-house operations.
- Ensure all departments operate in accordance with approved Standard Operating Procedures (SOPs).
- Drive continuous service improvements to enhance the overall guest experience.
- Coordinate cross-functional collaboration to ensure efficient hotel operations.
Financial Management & Profitability:
- Develop and implement strategies to achieve revenue growth and sustainable profitability.
- Prepare, review, and approve annual operating and capital budgets.
- Monitor departmental financial performance against approved budgets and business targets.
- Review daily revenue reports, occupancy levels, average daily rate (ADR), revenue per available room (RevPAR), gross operating profit (GOP), departmental profit margins, and cash flow.
- Drive effective cost control initiatives across all departments while maintaining superior service standards.
- Monitor food cost, beverage cost, labour cost, utility consumption, procurement expenditure, and operating expenses.
- Review monthly financial statements, management accounts, and variance analyses.
- Ensure prudent financial management, cash flow optimization, and asset protection.
- Approve expenditures in accordance with the hotel's Delegation of Authority Policy.
Revenue Management & Business Development:
- Develop strategies to maximize occupancy, average room rates, and overall hotel revenue.
- Collaborate with the Sales & Marketing team to expand market share and attract new business opportunities.
- Build relationships with corporate clients, government institutions, diplomatic missions, travel agencies, online travel agencies (OTAs), tour operators, and event organizers.
- Identify opportunities for new revenue streams, including events, conferences, catering, memberships, wellness services, and partnerships.
- Monitor market trends, competitor activities, and guest preferences to maintain the hotel's competitive advantage.
- Drive innovation in products, services, and guest experiences.
Guest Experience & Brand Management:
- Ensure exceptional guest satisfaction across all touchpoints.
- Personally engage with VIPs, long-stay guests, corporate clients, dignitaries, and high-profile visitors.
- Monitor guest feedback, online reviews, and satisfaction surveys.
- Resolve escalated guest complaints promptly and professionally.
- Protect and enhance the hotel's brand reputation.
- Ensure luxury service standards are consistently maintained throughout the property.
- Foster a guest-centric culture focused on personalized service and memorable experiences.
Human Capital Management:
- Provide leadership, coaching, and direction to all Heads of Departments.
- Approve organizational structures, manpower planning, and succession planning initiatives.
- Promote employee engagement, teamwork, diversity, and inclusion.
- Oversee recruitment, onboarding, training, performance management, employee relations, disciplinary processes, and talent development.
- Ensure fair implementation of HR policies and compliance with labour legislation.
- Promote a culture of accountability, professionalism, integrity, and continuous learning.
- Identify and develop future leaders within the organization.
Quality Assurance & Continuous Improvement:
- Establish and maintain quality assurance systems across all departments.
- Conduct routine operational audits and quality inspections.
- Benchmark hotel performance against international luxury hospitality standards.
- Drive continuous improvement initiatives that enhance service delivery and operational efficiency.
- Monitor departmental compliance with quality assurance programmes and corrective action plans.
- Promote innovation and operational excellence.
Risk Management, Compliance & Corporate Governance:
- Ensure full compliance with applicable laws, regulations, and statutory requirements.
- Maintain effective internal control systems and risk management frameworks.
- Oversee compliance with fire safety, occupational health and safety, food safety, environmental regulations, and security standards.
- Ensure successful completion of internal and external audits.
- Develop business continuity and crisis management plans.
- Protect the hotel's assets, reputation, and intellectual property.
- Ensure ethical conduct and corporate governance throughout the organization.
Engineering, Facilities & Asset Management:
- Ensure all hotel facilities, buildings, equipment, and infrastructure are maintained to superior luxury standards.
- Oversee preventive and corrective maintenance programmes.
- Approve capital improvement projects and refurbishment initiatives.
- Monitor utility consumption and sustainability programmes.
- Ensure compliance with engineering and environmental standards.
- Protect the long-term value of the hotel's physical assets.
Sales, Marketing & Public Relations:
- Lead the development and execution of the hotel's sales and marketing strategy.
- Strengthen the hotel's market positioning and brand visibility.
- Represent the hotel at industry events, exhibitions, networking functions, and business forums.
- Build relationships with government agencies, diplomatic missions, corporate organizations, tourism bodies, and hospitality associations.
- Oversee digital marketing, public relations, media engagement, and reputation management.
- Drive strategic partnerships that support business growth.
Procurement & Supply Chain Oversight:
- Ensure procurement activities are transparent, cost-effective, and compliant with company policies.
- Review major procurement decisions and supplier performance.
- Monitor inventory management and stock control systems.
- Ensure uninterrupted supply of operational goods and services.
- Promote value-for-money purchasing while maintaining quality standards.
Information Technology & Digital Transformation:
- Oversee the effective deployment and utilization of hotel technology systems.
- Ensure the integrity and security of hotel information systems.
- Support digital transformation initiatives, automation, and innovation.
- Monitor the performance of the Property Management System (PMS), Point-of-Sale (POS), accounting software, and other operational systems.
- Promote cybersecurity awareness and data protection compliance.
Sustainability & Corporate Social Responsibility:
- Promote environmentally sustainable hotel operations.
- Drive initiatives focused on energy conservation, water management, waste reduction, and responsible sourcing.
- Support community engagement and corporate social responsibility (CSR) programmes.
- Encourage sustainable business practices across all departments.
Reporting & Performance Management:
- Prepare and present comprehensive operational, financial, and strategic reports to the Managing Director and Board of Directors.
- Review departmental KPIs and monitor business performance.
- Analyze market trends, financial results, guest satisfaction metrics, and operational data to support informed decision-making.
- Ensure timely submission of statutory, financial, and operational reports.
- Monitor the achievement of strategic business objectives and implement corrective actions where necessary.
Qualifications and Requirements
Education and Certifications:
- Bachelor's Degree in Hotel Management, Business Administration, or related field.
- Master's Degree or MBA is an added advantage.
- Professional hospitality certification (e.g., AHLEI, IHG/Marriott/Hilton management programs) is highly preferred.
Experience:
- Minimum of 10 years' progressive hospitality management experience, with at least 4 years as General Manager or Deputy General Manager in a luxury/five-star property.
- Proven track record of managing P&L, driving revenue growth, and leading multi-departmental teams.
- Experience with hotel PMS, revenue management systems, and financial reporting tools.
Skills:
- Technical Skills
- Strategic & financial management
- Revenue management
- Hotel operations across all departments
- PMS and hospitality ERP systems
- Budgeting and forecasting
- Crisis and risk management
Soft Skills:
- Executive leadership and decision-making
- Stakeholder and owner relations
- Emotional intelligence and diplomacy
- Crisis composure
- High-level communication and negotiation.