JOB DESCRIPTION

Position Title: General Manager – Hotel/Lodge

Location: Amboseli, Kenya

Reports To: Board of Directors / Managing Director /
Hotel Owner

Supervises: Operations Manager, Front Office Team,
Housekeeping, Food & Beverage Department, Maintenance Team, Finance &
Administration Staff, Security, Human Resources, Sales & Marketing
Personnel.

Job Purpose

The General Manager is responsible for the overall
leadership, strategic direction, operational excellence, financial performance,
guest satisfaction, and people management of the hotel. The role ensures that
the hotel delivers exceptional guest experiences while maintaining
profitability, operational efficiency, compliance, and alignment with the
organization’s vision and standards.

Key Responsibilities

1. Strategic Leadership

·       Develop and implement the hotel’s strategic and
operational plans.

·       Drive business growth and profitability.

·       Identify opportunities for new revenue streams
and partnerships.

·       Ensure the hotel remains competitive within the
hospitality and tourism market.

·       Provide regular performance reports to the
Board/Owners.

2. Operational Management

·       Oversee day-to-day hotel operations.

·       Ensure smooth coordination between all
departments.

·       Maintain high standards of guest service and
hospitality.

·       Monitor service quality and implement continuous
improvement initiatives.

·       Ensure efficient management of hotel assets and
facilities.

3. Financial Management

·       Prepare and manage annual budgets.

·       Monitor revenues, expenditures, and
profitability.

·       Ensure effective cost control and resource
utilization.

·       Review financial reports and take corrective
action where necessary.

·       Drive occupancy, room yield, food and beverage
sales, and overall revenue growth.

4. Guest Experience and Customer Service

·       Ensure exceptional guest satisfaction and
memorable experiences.

·       Address guest complaints and service recovery
issues promptly.

·       Monitor guest feedback from online platforms and
internal surveys.

·       Implement initiatives that enhance customer
loyalty and repeat business.

5. Sales and Marketing

·       Lead efforts to increase occupancy and market
share.

·       Develop relationships with tour operators,
travel agents, corporate clients, NGOs, and government agencies.

·       Support marketing campaigns and promotional
activities.

·       Build the hotel’s brand visibility within local
and international tourism markets.

6. Human Resource Management

·       Recruit, develop, and retain high-performing
employees.

·       Foster a positive organizational culture and
employee engagement.

·       Conduct performance reviews and coaching
sessions.

·       Ensure staff training and professional
development.

·       Enforce company policies and disciplinary
procedures.

7. Quality Assurance and Compliance

·       Ensure compliance with hospitality industry
regulations and standards.

·       Maintain health, safety, environmental, and
security standards.

·       Ensure compliance with labour laws and statutory
requirements.

·       Oversee risk management and business continuity
measures.

8. Community and Stakeholder Relations

·       Build strong relationships with local
communities and stakeholders.

·       Promote sustainable tourism practices.

·       Represent the hotel in industry forums and
tourism associations.

·       Support corporate social responsibility
initiatives.

Key Performance Indicators (KPIs)

Financial

·       Revenue growth

·       Gross Operating Profit (GOP)

·       Budget adherence

·       Cost control targets

Occupancy rate

·       Average Daily Rate (ADR)

·       Revenue per Available Room (RevPAR)

Customer

·       Guest satisfaction scores

·       Online review ratings

·       Guest retention rate

·       Complaint resolution time

People

·       Employee engagement score

·       Staff turnover rate

·       Training completion rates

·       Performance management compliance

Operations

·       Service quality standards achieved

·       Health and safety compliance

Audit results

·       Maintenance response times

Qualifications

Education

·       Bachelor’s Degree in Hospitality Management,
Hotel Management, Tourism Management, Business Administration, or related
field.

Experience

·       Minimum 8–10 years’ experience in hospitality
management.

·       At least 5 years in a senior leadership role
within a hotel, lodge, resort, or hospitality establishment.

·       Experience managing remote safari lodges or
tourism facilities is highly desirable.

Professional Qualifications

·       Membership in relevant hospitality or tourism
professional bodies.

·       Training in leadership, finance, customer
service, and hospitality operations will be an added advantage.

Competencies

·       Leadership Competencies

·       Strategic Thinking

·       Business Acumen

·       Decision Making

·       Results Orientation

·       Change Leadership

·       Interpersonal Competencies

·       Team Leadership

·       Communication Skills

·       Stakeholder Management

·       Negotiation and Influence

·       Conflict Resolution

·       Personal Attributes

·       High Integrity

·       Customer-Centric Mindset

·       Resilience and Adaptability

·       Problem Solving Skills

·       Attention to Detail

Working Conditions

·       Based in Amboseli with occasional travel.

·       May be required to work weekends, public
holidays, and extended hours depending on operational needs.

·       Accommodation may be provided where applicable.

Success Profile

A successful General Manager will create an outstanding
guest experience, build a highly engaged team, maintain strong community
relationships, achieve sustainable profitability, and position the hotel as a
preferred destination within the Amboseli tourism market.