General Manager

upscale; Kuala Lumpur; On-site; MYR 350,000 - 500,000; Full time

Job summary

upscale is seeking a General Manager for a hotel in Alor Setar, Malaysia. You will lead all hotel operations and drive performance, guest satisfaction, and profitability.

The role requires 8–12 years in hotel ops with 3–5 years in a managerial role, strong leadership and financial acumen to guide strategy and execution.

Qualifications

• Degree/Diploma in Hospitality, Hotel Management, Business Administration or related field.
• 8–12 years in hotel operations with 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.
• Experience managing a hotel in Malaysia.

Responsibilities

• Oversee daily hotel operations across Front Office, Housekeeping, F&B, Sales & Marketing, and Maintenance.
• Ensure high-quality service and efficient department operations.
• Implement and maintain SOPs, service standards, and safety procedures.
• Manage P&L, budgeting, forecasting, and cost control.
• Drive revenue growth through room sales, F&B, events, and partnerships.
• Review guest feedback and lead continuous service improvements.
• Lead, coach, and develop department heads and staff.
• Build relationships with corporate clients, travel agents, and partners.
• Ensure brand image and customer touchpoints are consistently represented.
• Ensure compliance with local regulations, safety and risk management.
• Oversee preventive maintenance and facility upkeep.

Skills

Leadership

Communication

People management

Financial acumen

Strategic planning

Customer focus

Education

Degree/Diploma in Hospitality or Business Administration

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, staffdevelopment, 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.

4. Leadership & Team Development

• 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.