General Manager

Zaques Hotel (M) Sdn Bhd; Kuala Lumpur; On-site; MYR 150,000 - 240,000; Full time

Job summary

A premier hotel in Kuala Lumpur is seeking a dynamic General Manager (GM) to spearhead both pre-opening and operational phases. The GM will be responsible for driving excellence in all aspects of hotel management, including strategic planning, financial oversight, and guest satisfaction. This role demands effective leadership and a focus on developing a high-performance culture within the hotel.

Benefits

Comprehensive benefits package

Qualifications

• Extensive experience in hotel management and operations.
• Strong financial management skills with P&L oversight.
• Proven track record in leading diverse teams.

Responsibilities

• Lead pre-opening and operational management of the hotel.
• Drive financial performance and operational excellence.
• Ensure exceptional guest experience and service quality.

Skills

Leadership

Communication

Interpersonal skills

Business Acumen

Customer Service

Commercial Driving

Job description

The General Manager (GM) of Kuala Lumpur International Hotel will be responsible for the full spectrum of hotel operations from pre-opening planning through to daily management post-opening. As the strategic leader of the property, the GM will drive operational excellence, ensure financial targets are met, foster a high-performance culture, and deliver an exceptional guest experience.

1. Pre-Opening Phase (3–6 months before hotel launch)

• Lead the entire pre-opening process including coordination with contractors, designers, suppliers, and government agencies.
• Oversee final stages of construction, interior design setup, FF&E and OS&E procurement and installation.
• Develop and implement standard operating procedures (SOPs) across all departments.
• Work with headquarters to build the full organisational structure including recruitment of Heads of Department (HODs) and core team members.
• Coordinate hotel licensing, registration, and compliance with local authorities (MBKL, BOMBA, MOTAC, KKM, etc.).
• Develop the pre-opening budget (CAPEX/OPEX), monitor expenses, and report to management.
• Plan and execute soft opening strategies including mock operations and trial runs.
• Collaborate with the Sales & Marketing team to execute brand-building and pre-opening marketing campaigns.
• Organise and host the official grand opening event and media/VIP walkthroughs.

2. Operational Phase (Post-opening)

A. Strategic Leadership

• Set hotel goals and KPIs aligned with business targets and group direction.
• Provide visionary leadership across all departments to drive a culture of service excellence.
• Lead monthly reviews and business strategy meetings with department heads.
• Act as the hotel’s spokesperson and primary contact for government authorities, media, corporate partners, and owners.

B. Financial & Business Management

• Prepare and manage annual budgets, P&L statements, revenue forecasts, and capital planning.
• Ensure efficient cost control and implementation of financial best practices.
• Drive profitability by maximizing room occupancy, F&B revenue, and event space utilisation.
• Monitor key financial indicators and initiate improvement plans where necessary.

C. Human Resources & Talent Management

• Oversee recruitment, onboarding, and performance evaluation of all staff.
• Develop leadership pipelines and succession plans.
• Promote a strong team-oriented culture focused on growth, respect, and accountability.
• Ensure staff training programs are in place to maintain service standards.

D. Guest Experience & Service Quality

• Ensure consistent delivery of a premium guest experience across all touchpoints.
• Review guest feedback, ratings, and implement service recovery strategies where needed.
• Uphold cleanliness, comfort, and safety standards as per hospitality best practices.

E. Sales, Marketing & Brand Positioning

• Collaborate with Sales & Marketing team to drive occupancy, revenue and market share.
• Approve and review pricing strategies, sales campaigns, and promotional activities.
• Build corporate partnerships and community engagement in the Klang Valley region.

F. Property & Facility Management

• Ensure that all hotel systems, facilities, and assets are properly maintained.
• Approve major repairs and capital expenditures.
• Monitor engineering, housekeeping, and security reports to ensure smooth, safe operations.

Will be entitled to a comprehensive benefits package that reflects the importance and responsibilities of your role in leading both the pre-opening and operational phases of the hotel.

Technical Leadership Team Management Interpersonal skill Communication Customer Service Business Acumen Commercial Driving

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