- POSITION SUMMARY The General Manager – Operations will be responsible for the overall management, operational performance, profitability, guest experience, people management, and brand standards of the assigned hotel/property.

The incumbent will provide strategic and operational leadership across all departments, ensuring that the property consistently achieves its revenue, GOP, guest satisfaction, quality, people, cost, and operational objectives while maintaining the standards and values of the Group.

The role requires robust commercial acumen, hands-on operational leadership, cross-functional coordination, and the ability to build a high-performance culture across the property.

- KEY RESPONSIBILITIES

A. Overall Hotel Operations
- Take overall responsibility for the day-to-day operations and performance of the hotel.
- Ensure smooth coordination between Front Office, Housekeeping, F&B;, Kitchen, Engineering, Security, Finance, HR, Sales & Marketing, Revenue, and other functions.
- Establish clear operational priorities and ensure timely execution.
- Conduct regular operational reviews and drive corrective actions wherever required.
- Ensure effective inter-departmental communication and coordination.
- Maintain strong visibility across all operational areas of the hotel.

B. Business & Financial Performance
- Take ownership of the hotel's overall Revenue, GOP, EBITDA and profitability targets.
- Drive achievement of annual and monthly budgets across Rooms, F&B;, Banquets, Events and other revenue streams.
- Monitor occupancy, ADR, RevPAR, GOPPAR, F&B; revenue, cost percentages and other key business indicators.
- Review daily, weekly and monthly financial and operational performance.
- Identify revenue and profitability improvement opportunities.
- Ensure effective cost control without compromising guest experience or brand standards.
- Work closely with Finance, Revenue and Sales teams on forecasting, budgeting and business planning.
- Monitor departmental productivity and manpower cost against approved budgets.

C. Revenue & Commercial Management
- Work closely with Revenue Management and Sales & Marketing teams to maximise hotel revenue.
- Monitor occupancy trends, ADR, RevPAR, market mix, channel mix and competitive positioning.
- Drive effective room inventory utilisation and yield management.
- Support development of corporate, MICE, wedding, leisure, OTA and other business segments.




- Ensure effective upselling and cross-selling initiatives across the hotel.
- Identify new business opportunities and revenue streams.

D. Guest Experience & Service Excellence
- Ensure consistently high standards of guest service and hospitality.
- Personally monitor guest feedback, complaints, online reviews and service recovery.
- Establish strong guest engagement practices and ensure timely resolution of escalated complaints.
- Drive improvement in guest satisfaction scores, GSI/NPS and online reputation.
- Ensure consistent implementation of service standards across all guest touchpoints.
- Develop a strong culture of ownership and guest-centricity among employees.

E. Brand & Quality Standards
- Ensure strict adherence to Group, brand and operational standards.
- Conduct regular quality audits and operational inspections.
- Ensure SOPs, checklists and service standards are implemented effectively.
- Identify gaps and implement corrective and preventive action plans.
- Ensure the property remains audit-ready at all times.
- Maintain standards relating to hygiene, cleanliness, food safety, safety, security and statutory compliance.

F. People & Leadership
- Lead, coach and develop the hotel's leadership team and departmental heads.
- Build a high-performance and accountable culture.
- Ensure optimum manpower deployment in line with business requirements and approved manpower budgets.
- Review departmental productivity and manpower efficiency.
- Partner with HR for recruitment, succession planning, performance management and employee engagement.
- Develop future leaders through coaching, mentoring and structured development plans.
- Ensure effective onboarding, training and continuous learning across departments.
- Address performance and disciplinary matters fairly and promptly.

G. Sales, Marketing & Business Development
- Work closely with Sales & Marketing to achieve property revenue targets.
- Participate in key client meetings, corporate negotiations and business development initiatives.




- Develop strong relationships with corporate clients, travel partners, event planners, wedding planners and other key stakeholders.
- Support local market penetration and brand visibility.
- Participate in sales calls, client events and market visits as required.

H. Food & Beverage Operations
- Ensure effective management of restaurants, bars, banquets, room service and other F&B; outlets.
- Drive F&B; revenue, profitability, covers, average check and guest satisfaction.
- Monitor food cost, beverage cost, wastage, productivity and inventory.
- Ensure menu engineering and product innovation in coordination with the F&B; and culinary teams.
- Ensure compliance with food safety and hygiene standards.

I. Engineering, Safety & Asset Management
- Ensure preventive and corrective maintenance of all hotel assets and facilities.
- Monitor engineering performance, energy consumption and utility costs.
- Ensure compliance with fire, life safety, security and emergency preparedness standards.
- Ensure timely completion of CAPEX and renovation projects.
- Protect the physical assets and infrastructure of the property.
- Ensure the hotel remains safe, secure and operationally compliant.

J. Compliance & Risk Management
- Ensure compliance with all applicable statutory and regulatory requirements.
- Ensure timely renewal and maintenance of licenses, permits and statutory documentation.
- Maintain strong controls relating to fire safety, food safety, labour compliance, security and guest safety.
- Coordinate with internal and external auditors as required.
- Ensure operational risks are identified and mitigated proactively.

K. Procurement & Inventory Control
- Ensure adherence to approved procurement and purchasing procedures.
- Monitor inventory levels, consumption, wastage and stock controls.
- Coordinate with Purchase and Stores to ensure optimum stock availability.
- Ensure proper controls over hotel assets, operating equipment, supplies and consumables.

L. MIS & Management Reporting
- Ensure timely and accurate submission of daily, weekly and monthly operational reports.
- Review key performance indicators and establish corrective action plans.
- Present property performance to Corporate Management.
- Provide accurate business forecasts and operational updates.
- Ensure all action points from management reviews are closed within agreed timelines.

📌 Hotel General Manager (Meghalaya)
🏢 Polo Hotels Group
📍 Meghalaya