General Manager

Garner Hotel; West Coast Division; On-site; MYR 180,000 - 280,000; Full time

Job summary

Garner Hotel Kota Kinabalu is seeking a General Manager to lead daily operations, guest experience and brand compliance for a franchised property. You will work closely with the owner and stakeholders to balance Garner standards with local needs and market realities.

You will recruit and develop a high‑performing team, manage budgets and lead pre‑opening or conversion activities, while ensuring safe, profitable and guest‑centric service.

Qualifications

• Bachelor’s degree in Hotel Administration, Business Administration, or a related discipline.
• Five to ten years of hotel management experience, preferably with an international hotel operator.
• Pre-opening, rebranding, renovation, or major conversion experience is highly desirable.
• Strong owner and stakeholder management skills with the ability to build trust and resolve issues.
• Ability to balance brand requirements, franchise obligations and owner expectations.
• Calm, decisive and resilient under pressure with sound judgement.
• Clear communicator with strong commercial, financial and operational acumen.
• Local market knowledge of Kota Kinabalu, Sabah, or Malaysia is preferred; ability to adapt quickly.
• Fluent English is required; additional languages preferred (Bahasa Malaysia, Chinese dialects).

Responsibilities

• Lead day‑to‑day operation of a franchised Garner hotel, driving guest experience and brand compliance.
• Recruit, lead, coach and retain a capable hotel team aligned with conversion, ramp‑up and ongoing operations.
• Prepare and manage annual budgets, cash flow and marketing plans while monitoring performance.
• Engage with the owner and stakeholders to balance Garner standards with owner expectations.
• Lead pre-opening, conversion activities and operational readiness, including staffing and go‑live execution.
• Represent the brand professionally in the local community and ensure responsible business practices.
• Communicate progress, risks and priorities clearly to the owner and regional teams.

Skills

Leadership

Stakeholder management

Financial acumen

Operational discipline

Communication

Education

Bachelor's degree in Hotel Administration or related

Job description

As General Manager of Garner Hotel Kota Kinabalu, you will lead the day-to-day operation of a franchised hotel, driving guest experience, commercial performance, team engagement and brand compliance. You will work closely with the owner and key stakeholders to balance Garner brand requirements with owner expectations, while guiding the hotel through conversion, ramp-up and ongoing operations.

People

Recruit, lead, coach and retain a capable hotel team that can deliver consistently through conversion, ramp-up and ongoing operations.

Set clear performance goals, provide regular feedback and build team engagement aligned with the hotel’s service philosophy.

Ensure HR-related actions are handled in accordance with owner requirements, applicable policies and local regulations.

Lead calmly and decisively during operational challenges, guest-impacting issues or conversion-related disruption.

Guest Experience and Brand Delivery

Maintain compliance with required Garner brand and service standards in a practical franchise operating environment.

Drive guest satisfaction, online reputation and service consistency.

Engage directly with guests, seek feedback and build guest relationships.

Translate brand requirements into clear operating routines while recognising owner priorities, asset positioning and local market realities.

Financial and Commercial Performance

Prepare and manage annual budgets, cash flow, capital plans and sales and marketing plans.

Analyse financial performance to drive revenue, profitability and return on investment.

Use distribution channels, revenue management tools and technology platforms to grow market share.

Apply or quickly build local market knowledge of Kota Kinabalu, Sabah and Malaysia to identify demand drivers, customer segments and commercial opportunities.

Owner, Stakeholder and Conversion Management

Build strong, transparent and constructive relationships with the owner, owner representatives, brand, commercial, regional operations and other stakeholders.

Balance brand standards, franchise obligations and owner expectations with sound judgement and practical solutions.

Lead or support pre-opening, rebranding, renovation or major conversion activities, including mobilisation, operational readiness, staffing, training and go-live execution.

Communicate clearly and proactively on progress, risks, required decisions and operational priorities.

Responsible Business

Ensure a safe and secure environment for guests, colleagues and hotel assets.

Represent the hotel and brand professionally in the local community.

Support responsible business practices, including community involvement and environmental initiatives.

Perform other duties as assigned and serve as manager on duty when required.

What we need from you

Bachelor’s degree, higher education qualification or equivalent in Hotel Administration, Business Administration or a related discipline.

Five to ten years of hotel management experience, preferably with an international hotel operator.

Pre-opening, rebranding, renovation or major conversion experience is highly desirable.

Strong owner and stakeholder management skills, with the ability to build trust, manage expectations and resolve issues constructively.

Ability to balance brand requirements, franchise obligations and owner expectations while maintaining guest focus and operational discipline.

Calm, decisive and resilient under pressure, with sound judgement in fast-moving or complex situations.

Clear communicator with strong commercial, financial and operational acumen.

Some local market knowledge of Kota Kinabalu, Sabah or Malaysia is preferred; alternatively, the ability to adapt quickly and build relevant local networks.

Fluent English is required. Additional languages, including Bahasa Malaysia or Chinese dialects, are preferred.

How do I deliver this?

We genuinely care about people, and we show this through living out our promise of True Hospitality each and every day. It is what connects every colleague across IHG hotels. The General Manager should lead with care, confidence, clear listening and timely responsiveness, creating great guest and colleague experiences while supporting the owner’s business objectives and protecting the Garner brand.