General Manager

Overview

Hotel Medallion in Lagos, Nigeria is inviting applications for the role of General Manager. This full-time leadership position reports directly to the Managing Director or hotel ownership. The incumbent will oversee all operational aspects of the hotel, focusing on excellent guest experience, efficient operations, team management, revenue growth, financial controls, and compliance with policies.

Key Responsibilities

• Lead daily hotel operations ensuring all departments function effectively according to standards.
• Develop operational policies, procedures, and service standards across rooms, front office, housekeeping, food & beverage, sales & marketing, security, maintenance, and other teams.
• Identify and address operational deficiencies to maintain cleanliness, safety, and guest readiness.
• Own the hotel's commercial performance by creating strategies to boost occupancy, average daily rate, and overall revenue.
• Initiate corporate, group, event, and conference sales opportunities through collaboration with clients and sales teams.
• Monitor market competition and adopt suitable pricing and business strategies.
• Manage budgeting, cost control, procurement, payroll, and financial reporting with the finance team.
• Ensure excellent guest service standards, promptly resolving escalated complaints and implementing feedback systems.
• Lead recruitment, training, performance reviews, and development of management and staff to foster teamwork and professionalism.
• Formulate and support sales and marketing strategies, establishing partnerships to secure bookings and enhance the hotel's digital presence.
• Ensure compliance with health, safety, employment laws, and industry regulations, maintaining necessary certifications and risk management protocols.
• Oversee maintenance of facilities and assets to preserve functionality and aesthetic appeal.
• Prepare comprehensive management reports and present operational insights to ownership.

Performance Metrics

The General Manager will be assessed on metrics such as room occupancy, revenue growth, food & beverage performance, cost management, guest satisfaction, online reputation, staff productivity, compliance adherence, and achievement of department targets.

Qualifications and Experience

• At least 7 years in hotel or hospitality operations, including a minimum of 3 years in senior or general management positions.
• Proven track record running full-service hotels or equivalent hospitality ventures.
• Expertise in hotel operational departments including rooms, F&B, sales, and finance.
• Experience leading and developing substantial hospitality teams.
• Strong financial acumen concerning budgeting, cost control, and procurement practices.
• Familiarity with hotel management systems and reporting tools.
• Excellent communication and relationship-building capabilities.
• Ability to manage multiple priorities effectively under pressure.

Preferred Traits

• Strong commercial focus with results-driven mindset.
• Exceptional leadership and people management skills.
• Dedicated to superior guest service and operational excellence.
• Highly organized and disciplined in operations.
• Comfortable analyzing performance data and financial reports.
• Proactive problem solver and opportunity seeker.
• Confident, accountable, professional, and ready to engage hands-on when needed.

Success Objectives

• Set clear operational standards and accountability systems across departments.
• Enhance guest experience consistency and hotel presentation.
• Improve departmental performance monitoring and reporting.
• Identify and mitigate operational inefficiencies to control costs.
• Expand sales pipelines and increase revenue-generation activities.
• Establish effective KPIs for management and staff.
• Boost guest satisfaction and effectively resolve complaints.
• Deliver timely, accurate, and actionable reports to management.