General Manager

About the Role

Hotel Medallion in Lagos, Nigeria, is looking for a seasoned General Manager to oversee the hotel's entire operations, enhance performance, and facilitate business growth. This full-time position reports to the Managing Director and hotel ownership.

Key Duties

• Lead daily operations and ensure high service quality across all departments including Rooms, Front Office, Housekeeping, Food & Beverage, Sales & Marketing, Security, and Maintenance.
• Develop, implement, and enforce operational policies, procedures, and service standards to maintain overall efficiency and consistency.
• Drive revenue growth by managing occupancy rates, average daily rates, and exploring new commercial opportunities such as corporate events and partnerships.
• Collaborate with sales and marketing to attract customers and maintain competitive positioning through market analysis and promotional campaigns.
• Manage budgets, monitor expenses, control costs, and oversee procurement to sustain financial health.
• Maintain exemplary guest service by monitoring feedback, resolving complaints, and ensuring high guest satisfaction consistent with the hotel’s brand identity.
• Lead, motivate, and develop the management team and staff, fostering a culture of professionalism, teamwork, and accountability.
• Establish strategic partnerships with corporate clients, travel agencies, and event planners to maximize business opportunities.
• Ensure compliance with hospitality, safety, health, and regulatory standards and maintain licenses, permits, and certifications.
• Supervise maintenance activities to preserve hotel assets and facility standards.
• Prepare and present regular reports on operational, financial, and customer service metrics to the ownership.

Performance Indicators

• Hotel occupancy rates and revenue growth
• Average Daily Rate and Revenue per Available Room (RevPAR)
• Total hotel and Food & Beverage revenue
• Cost management and profit margins
• Guest satisfaction scores and complaint handling effectiveness
• Corporate account acquisition and repeat business
• Staff productivity and turnover rates
• Compliance with SOPs and maintenance standards

Qualifications and Experience

• At least 7 years in hotel or hospitality management, including 3 or more years as a senior manager or General Manager.
• Proven track record managing full-service hotels or equivalent hospitality operations.
• Comprehensive knowledge of hotel divisions: rooms, food and beverage, sales, guest relations, and financial aspects.
• Experienced in leading and developing large hospitality teams.
• Strong commercial insight with ability to boost revenue.
• Familiarity with hotel management systems (PMS) and hospitality reporting tools.
• Expertise in hospitality SOPs, operational controls, budgeting, cost control, procurement, and inventory management.
• Excellent communication, negotiation, and relationship building skills, with the capacity to handle pressure and multitask effectively.