General Manager

Description:

Zesora is seeking an experienced and results-driven General Manager to lead our boutique hotel in Nathia Gali.

Key Responsibilities:

1. Overall Resort Operations

• Lead and oversee daily operations across all departments, including regular morning briefings, property inspections, and night checks.
• Ensure consistent implementation of SOPs, service standards, hygiene, maintenance, and safety protocols.
• Maintain operational excellence and ensure seamless coordination between departments.

2. Guest Experience & Complaint Resolution

• Personally engage with VIP and long-stay guests to ensure exceptional guest experiences.
• Monitor guest feedback, OTA ratings, online reviews, and social media platforms.
• Resolve escalated complaints promptly and implement effective service recovery measures.

3. Team Leadership & Management

• Supervise departmental heads and staff, ensuring accountability and operational discipline.
• Oversee duty rosters, attendance, grooming standards, and staff accommodation matters.
• Coach, develop, appraise, and manage employee performance in coordination with HR.
• Build a professional, motivated, and service-oriented team culture.

4. Revenue & Cost Management

• Drive room occupancy, F&B revenue, upselling, and overall business performance.
• Coordinate with Sales & Marketing on pricing strategies, promotional campaigns, and seasonal packages.
• Monitor departmental budgets, operational expenses, inventory, procurement, and wastage.
• Work closely with Finance to improve cost efficiency and profitability.

5. Reporting & CEO Coordination

• Submit daily operational flash reports, weekly performance reports, and incident reports to the CEO Office.
• Monitor operational KPIs and ensure timely implementation of management directives.
• Lead special projects, property improvements, renovations, and seasonal preparations.

Our Requirements:

• 8–10 years of experience in hotel or resort management, including substantial senior leadership experience.
• Bachelor's degree in Hospitality Management, Business Administration, or a related field.
• Proven experience managing hotel/resort operations and leading multidisciplinary teams.
• Strong leadership, financial management, commercial awareness, and guest-service capabilities.
• Excellent communication, decision-making, and problem-solving skills.
• Willingness to be based on-property in Nathia Gali.