General Manager

Upscale Sdn Bhd; Alor Setar; On-site; MYR 80,000 - 120,000; Full time

Job summary

A leading hotel management company is seeking a General Manager in Alor Setar to oversee hotel operations, ensuring high service quality and financial performance. The ideal candidate will have 8-12 years of hotel operations experience, with at least 3-5 years in a managerial role. They must excel in leadership and communication, possess a degree in Hospitality, and have a strong focus on customer satisfaction. This role involves driving revenue growth and maintaining compliance with safety standards.

Qualifications

• Minimum 8-12 years experience in hotel operations, including 3-5 years in a Manager position.
• Strong track record in operational and financial performance.

Responsibilities

• Oversee daily hotel operations including all departments.
• Manage hotel P&L, budgeting, and forecasting.
• Ensure superior guest satisfaction and handle complex issues.

Skills

Leadership

Communication

Customer-focused

Problem-solving

Education

Degree/Diploma in Hospitality or related field

Job description

Job Description: General Manager (Hotel)

Role Summary

The General Manager is responsible for the overall leadership and performance of the hotel inAlor Setar. This role oversees all operational departments, ensures excellent guest experience, manages financial performance, and drives continuous improvement in service quality, staff development, and hotel profitability.

Key Responsibilities

1. Hotel Operations Management

• Oversee daily hotel operations including Front Office, Housekeeping, F&B, Sales & Marketing, and Maintenance.
• Ensure all departments are delivering high‑quality service and operating efficiently.
• Implement and maintain hotel SOPs, service standards, and safety procedures.

2. Financial & Business Performance

• Manage the hotels P&L, budgeting, forecasting, and cost control.
• Drive revenue growth through room sales, F&B, events, and partnership opportunities.
• Analyse financial reports and implement strategies to enhance profitability.

3. Guest Experience & Service Quality

• Ensure superior guest satisfaction and handle complex guest issues promptly.
• Review guest feedback and lead continuous improvement initiatives.
• Maintain high standards of cleanliness, safety, and service across the hotel.
• Lead, coach, and motivate department heads and hotel staff.
• Cultivate a positive work culture focused on teamwork, accountability, and professionalism.
• Conduct regular performance reviews and support staff training programs.

5. Sales, Marketing & Brand Management

• Work closely with Sales & Marketing to increase room occupancy and strengthen market presence.
• Build strong relationships with corporate clients, travel agents, and local partners.
• Ensure the hotels brand image and customer touchpoints are consistently represented.

6. Compliance & Risk Management

• Ensure compliance with local regulations, licensing requirements, and safety standards.
• Maintain strong governance in areas of security, hygiene, and operational risk.
• Oversee preventive maintenance and ensure all facilities are well‑maintained.

Requirements

• Degree/Diploma in Hospitality, Hotel Management, Business Administration or related field.
• Minimum 8-12 years experience in hotel operations, with at least 3-5 years in a Manager or General Manager role.
• Strong leadership, communication, and people management skills.
• Proven track record in operational management and financial performance.
• Customer-focused with strong problem-solving abilities.
• Experienced managing a hotel in Malaysia.