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ROLE OVERVIEWThe General Manager is the custodian of the Hotel's brand and guest experience, responsible for delivering a refined, personalized, and memorable luxury lifestyle hospitality offering while ensuring strong commercial performance and operational excellence.The GM will balance exceptional service, aesthetic detail, storytelling, and financial discipline, ensuring the Hotel stands out as a distinctive, high-touch luxury destination.This role requires a highly visible, emotionally intelligent leader who understands luxury hospitality, anticipates guest needs, and creates an environment where excellence feels effortless.KEY RESPONSIBILITIES1. Luxury Guest Experience & Brand StewardshipOwn the entire guest journey, from pre-arrival to post-stay engagementPersonally engage with VIP, repeat, and high-value guestsSet and uphold bespoke service standards aligned with luxury lifestyle expectationsEnsure every guest interaction reflects warmth, discretion, and attention to detailMonitor online reviews, guest feedback, and brand perception; implement service refinementsAct as the face of the Hotel, embodying the brand’s tone, values, and aesthetic2. Lifestyle Positioning & Experience CurationCurate unique guest experiences (wellness, dining, events, collaborations, local culture)Work with designers, chefs, partners, and creatives to elevate the lifestyle offeringEnsure consistency of visual identity, ambience, music, scent, and presentation across the propertyIntroduce seasonal concepts, themed experiences, and signature moments3. Operations Excellence (Luxury Standards)Oversee daily hotel operations ensuring seamless, discreet, and polished service deliveryMaintain immaculate rooms, public areas, and back-of-house operationsDevelop and enforce SOPs tailored to luxury and boutique hospitalityEnsure service recovery is handled swiftly, elegantly, and personallyCoordinate staffing to ensure optimal service ratios without compromising guest intimacy4. Revenue Strategy & Commercial PerformanceDrive occupancy, ADR, RevPAR, and overall profitabilityLead pricing, yield management, and OTA strategies aligned with luxury positioningDevelop high-end corporate, diplomatic, long-stay, and private clientele segmentsDrive experiential revenue streams (events, dining, private bookings, lifestyle partnerships)Oversee brand-aligned marketing, PR, digital presence, and influencer collaborations5. Financial Management & Cost DisciplinePrepare and manage budgets, forecasts, and financial controlsEnsure strong cost management while protecting guest experience and qualityReview financial performance regularly and implement corrective actionsOversee procurement, inventory, and vendor relationships in line with luxury standards6. People Leadership & Service CultureRecruit, train, and develop a polished, service-oriented teamInstill a culture of pride, accountability, discretion, and excellenceCoach leaders and frontline teams on luxury service behaviour and emotional intelligenceManage performance, engagement, and staff retention7. Governance, Risk & Asset CareEnsure compliance with hospitality regulations, licensing, health, and safety standardsOversee security, asset protection, and risk managementEnsure the property, furnishings, and assets are preserved to luxury standards8. Owner & Stakeholder RelationsAct as the primary liaison between owners and hotel operationsProvide insightful operational and financial reportingRecommend strategic enhancements, capital investments, and brand initiativesRequirementsQUALIFICATIONS & EXPERIENCEDegree or Diploma in Hospitality Management, Business Administration, or related fieldMinimum 8–12 years’ experience in hospitality, with 5+ years in a senior luxury or boutique hotel roleProven experience in luxury, lifestyle, boutique hotels or high-end serviced residencesStrong commercial acumen with a refined service mindsetProficiency in PMS systems, OTAs, and revenue management toolsIDEAL PERSONAL ATTRIBUTESNaturally warm, poised, and service-drivenDetail-obsessed with a strong aesthetic sensibilityCalm under pressure with excellent judgmentStrong communicator with high emotional intelligenceHands-on leader who leads by exampleOperators who understand emotion, experience, and exclusivity

Bridge Talent Management

General Manager- Luxury Boutique Hotel

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