Cluster General Manager

Elaf Group; Makkah Region; On-site; SAR 900,000 - 1,200,000; Full time

Job summary

Elaf Group in Makkah is seeking a Cluster General Manager to oversee the Makkah cluster of hotels, driving performance, guest experience, and financial delivery while upholding brand standards and regulatory compliance.

The role requires extensive multi-property leadership, strategic planning for Ramadan and Hajj, and strong relationships with owners, tour operators, and government authorities. You will mentor General Managers, manage budgets, optimize operations, and advance Saudization goals.

Qualifications

• Bachelor's degree required in Hospitality Management, Business Administration, or related field.
• Minimum 12–15 years of progressive hotel management experience.
• Experience as Hotel General Manager or multi-property leadership preferred.
• Strong knowledge of Saudi Arabia regulations, Makkah market, and Ramadan/Hajj cycles.
• Proven track record in profitability, guest satisfaction, and operational efficiency.

Responsibilities

• Provide leadership to all hotels within the Makkah cluster.
• Coach and hold Hotel General Managers accountable for performance.
• Ensure compliance with brand standards, SOPs, safety, and regulatory requirements.
• Drive revenue, GOP, NOP, cash flow, and profitability across the cluster.
• Develop budgets, forecasts, and strategic plans; lead during peak periods.
• Manage owner relationships and key stakeholders; report performance.

Skills

Leadership

Strategic thinking

Financial acumen

Commercial mindset

Communication skills

Problem solving

Talent development

Education

Bachelor's degree in Hospitality Management or related field

Job description

The Cluster General Manager is responsible for the overall leadership, operational performance, commercial results, guest experience, and financial delivery of the hotels within the Makkah cluster.

The role provides strategic and operational leadership to the Hotel General Managers and their leadership teams, ensuring each property delivers against its business plan while maintaining the required brand, service, quality, safety, and regulatory standards.

Given the unique dynamics of the Makkah market, the role requires strong experience in managing highly seasonal operations, Ramadan and Hajj periods, religious tourism, B2B and B2C segments, tour operators, large groups, and rapidly changing demand patterns.

Key Responsibilities

1. Cluster Leadership & Operations

• Provide overall leadership and direction to all hotels within the Makkah cluster.
• Lead, coach, and hold Hotel General Managers accountable for operational and financial performance.
• Ensure consistent execution of company standards, policies, SOPs, and service standards across all properties.
• Identify opportunities to consolidate resources, improve productivity, and create operational efficiencies across the cluster.
• Conduct regular hotel reviews and ensure agreed action plans are implemented within established timelines.
• Ensure effective preparation and operational readiness for peak periods, particularly Ramadan and Hajj.
• Take overall accountability for cluster revenue, GOP, NOP, cash flow, and profitability.
• Ensure each hotel delivers against approved budget, forecast, and owner.
• Review monthly financial performance and challenge significant variances against budget, forecast, and prior year.
• Drive cost optimization without compromising guest experience, safety, or asset standards.
• Ensure appropriate workforce productivity and manning levels based on business volumes and operational requirements.
• Support the annual budgeting process and monthly rolling forecasts.

3. Commercial & Revenue Performance

• Work closely with Commercial, Sales, Revenue Management, E-Commerce, and Marketing teams to maximize revenue and market share.
• Monitor occupancy, ADR, RevPAR, market penetration, segment mix, booking pace, and competitive positioning.
• Ensure commercial strategies reflect Makkah's unique demand patterns and religious calendar.
• Drive stronger performance across direct, B2B, B2C, OTA, corporate, wholesale, and group segments.
• Challenge underperforming hotels and ensure timely commercial recovery plans are implemented.
• Support development of strategic relationships with key travel partners, tour operators, government entities, and major accounts.

4. Guest Experience & Quality

• Establish a strong guest-centric culture across the cluster.
• Monitor guest satisfaction, online reputation, complaints, service recovery, and quality audit results.
• Ensure Hotel General Managers implement corrective actions for recurring service issues.
• Drive consistency in service delivery while recognizing the different positioning and guest profiles of each hotel.
• Regularly inspect properties and ensure operational, cleanliness, maintenance, and presentation standards are maintained.
• Build a strong leadership culture and develop a high-performing team across the Makkah hotels.
• Coach and develop Hotel General Managers and Executive Committee members.
• Ensure succession plans are established for critical leadership positions.
• Work with Human Resources to improve employee engagement, retention, productivity, and Saudization.
• Promote cross-property development and internal mobility where appropriate.
• Ensure performance management is consistently applied across the cluster.

6. Asset & Property Management

• Ensure hotels are maintained to appropriate operational and physical standards.
• replacements, and refurbishment priorities.
• Work with Engineering and corporate functions to ensure critical technical and asset issues are addressed promptly.
• Protect the long-term value of the assets while balancing immediate operational and financial priorities.

7. Owner & Stakeholder Management

• Maintain professional and constructive relationships with hotel owners and key stakeholders.
• Support senior management in owner meetings, business reviews, lease discussions, capital planning, and strategic initiatives.
• Ensure accurate, transparent, and timely reporting of hotel performance and material operational matters.
• Represent the company professionally with government authorities, business partners, and other external stakeholders.
• Ensure full compliance with Ministry of Tourism requirements and all applicable Saudi regulations.
• Ensure hotels maintain required licenses, permits, Civil Defense approvals, and statutory certifications.
• Maintain strong standards in Fire & Life Safety, security, food safety, hygiene, and emergency preparedness.
• Ensure appropriate internal controls and adherence to company procurement, finance, HR, and operational policies.
• Escalate material operational, financial, reputational, legal, or safety risks promptly.

Key Performance Indicators

• GOP and NOP performance
• Occupancy, ADR and RevPAR
• Market Share / RGI
• Payroll and productivity ratios
• Guest satisfaction and online reputation
• Quality and operational audit scores
• Employee engagement and turnover
• Saudization and talent development
• Health, Safety and regulatory compliance
• Execution of agreed strategic initiatives and action plans

Qualifications & Experience

• Bachelor's degree in Hospitality Management, Business Administration, or a related discipline.
• Minimum 12 -15 years of progressive hotel management experience, including significant experience as a Hotel General Manager.
• Previous multi-property, Area GM, Cluster GM, or equivalent leadership experience strongly preferred.
• Strong experience managing large-scale or high-volume hotel operations.
• Previous Makkah and/or Saudi Arabia experience is highly preferred.
• Strong understanding of the Makkah hospitality market, including Ramadan, Hajj, Umrah, religious tourism, groups, and tour operator business.
• Demonstrated track record of improving profitability, commercial performance, guest satisfaction, and operational efficiency.
• Strong financial acumen with the ability to interpret P&L statements, forecasts, budgets, and investment requirements.
• Experience managing owner relationships and presenting performance at
• Strong knowledge of Saudi hospitality regulations and Ministry of Tourism requirements.

The successful candidate should demonstrate:

• Strong commercial and financial acumen
• Strategic thinking combined with hands-on operational leadership
• High level of ownership and accountability
• Ability to lead and influence multiple General Managers
• Strong decision-making and problem-solving capabilities
• Effective owner and stakeholder management
• Ability to operate effectively under pressure and during peak periods
• Strong communication and presentation skills
• Talent development and succession planning capability
• High standards of integrity, governance, and professionalism

The Cluster General Manager is expected to operate beyond the traditional role of an individual Hotel General Manager. The position requires a portfolio mindset, balancing the performance of individual hotels with the overall interests of the Makkah cluster and the Group.

The role should create clear accountability at property level while leveraging cluster synergies, strengthening commercial performance, improving operational efficiency, developing leadership capability, and ensuring sustainable profitability across the portfolio.