General Manager - #2738515

SUMMARY

The General Manager (GM) is responsible for the overall leadership, performance, and successful operation of the hotel. As the most senior property leader, the GM provides strategic direction across all functional areas, ensuring the delivery of exceptional guest experiences, strong financial performance, operational excellence, brand compliance, and team member engagement.

The General Manager serves as the primary ambassador of the hotel brand at property level, ensuring the consistent delivery of financial results, including Revenue and GOP targets, adherence to brand standards and Quality Assurance requirements, achievement of guest satisfaction objectives such as OSAT, NPS and online reputation score, loyalty programme growth (Wyndham Rewards), commercial performance targets including RGI, ADR, RevPar, and occupancy, and the successful execution of strategic initiatives.

Working collaboratively with hotel ownership and Wyndham franchise representatives, the General Manager drives sustainable business performance, enhances the hotel's market position, and maximizes long-term asset value.

The General Manager is expected to maintain regular engagement with the Wyndham Franchise Operations team, actively participating in Business Review Meetings, operational reviews, and performance discussions, while ensuring timely follow-through on agreed actions and development plans.

The role plays a critical part in balancing owner expectations with brand standards and long-term business success, ensuring decisions support both immediate commercial objectives and the sustained growth, reputation, and profitability of the hotel.

KEY RESPONSIBILITIES

Strategic Leadership

• Lead the hotel's overall business strategy and operations to achieve financial, commercial, guest satisfaction, and people objectives.
• Develop and execute strategic plans aligned with brand standards, ownership goals, and market opportunities.
• Establish clear business objectives, performance targets, and operating priorities for all departments.
• Ensure alignment of departmental plans with the hotel's overall business strategy.
• Foster a culture of accountability, collaboration, innovation, and service excellence across the hotel.
• Act as the primary leader and ambassador of the hotel, brand, and organizational values.

Financial & Business Performance

• Assume full accountability for hotel performance, including revenue generation, profit delivery, market share growth, and asset value enhancement.
• Drive achievement of budgeted revenue, GOP, EBITDA, and other key financial targets.
• Lead the annual business planning, budgeting, and forecasting processes.
• Monitor business performance through financial and operational reporting, implementing corrective action where required.
• Ensure effective cost control and resource management while maintaining guest satisfaction and service standards.
• Identify opportunities for business growth, profitability enhancement, and operational efficiencies.
• Establish strategies to optimize RevPAR, ADR, occupancy, market penetration, and Revenue Generation Index (RGI).

Commercial & Revenue Leadership

• Ensure Revenue Management, Sales, Marketing, and Operations teams maximize revenue opportunities.
• Lead the implementation of commercial strategies that drive market share growth and competitive positioning.
• Promote awareness of the hotel within the local, regional, and national market.
• Support public relations initiatives, social media engagement, strategic partnerships, and community involvement activities.
• Build relationships with key corporate clients, travel partners, tourism organizations, and local stakeholders.
• Chair or actively participate in Revenue Strategy Meetings and Commercial Reviews.
• Monitor pricing, distribution channels, market segmentation, and demand trends to ensure revenue optimisation.
• Ensure effective utilisation of Wyndham systems, programmes, and commercial tools to maximise hotel performance.
• Champion Wyndham Rewards enrolment, engagement, and contribution to hotel revenue growth.

Guest Experience & Quality

• Champion a guest-centric culture focused on delivering exceptional experiences and service excellence.
• Ensure achievement of guest satisfaction targets, including NPS and OSAT Score, online reputation scores, and other guest experience metrics.
• Maintain compliance with all brand standards, operating procedures, and quality assurance programs.
• Continuously evaluate guest feedback and operational performance to identify improvement opportunities.
• Ensure service standards are consistently communicated, trained, implemented, and measured throughout the hotel.
• Conduct regular property inspections to ensure exceptional presentation, cleanliness, maintenance standards, and guest experience delivery.
• Ensure all departments operate efficiently and consistently in accordance with brand standards and local regulatory requirements.
• Champion a culture of continuous improvement through process optimisation, innovation, and best-practice sharing.

Leadership & Talent Management

• Recruit, develop, engage, and retain a high-performing leadership team and hotel workforce.
• Inspire, coach, mentor, and support department leaders to achieve individual and business objectives.
• Promote a culture of diversity, inclusion, engagement, recognition, and continuous learning.
• Promote the Count On Me Service culture, by acting as a role model and ensuring appropriate training compliance across the hotel teams.
• Ensure workforce plans align with business needs and operational requirements.
• Drive employee engagement initiatives and support achievement of key people metrics, including:
• Employee engagement
• Retention and turnover
• Productivity
• Internal promotions
• Recruitment effectiveness
• Talent development
• Ensure compliance with Wyndham People Compliance Standards and all applicable employment requirements.

Brand, Compliance & Risk Management

• Serve as the guardian of brand standards and ensure full compliance with all brand requirements.
• Ensure compliance with legal, regulatory, health and safety, employment, financial, and operational obligations.

· Monitor updates in statutory regulations and implement proactive measures to ensure strict compliance, safeguarding the enterprise against legal penalties or sanctions.

• Protect hotel assets through appropriate controls, policies, and risk management practices.
• Ensure all departmental Standard Operating Procedures (SOPs) remain current, effective, and consistently followed.
• Lead crisis management, risk assessment, and business continuity planning activities.
• Coordinate preparations for governmental and independent audits, ensuring the prompt implementation of mandated corrective actions.
• Collaborate closely with investors/ownership to secure all requisite legal permits and operational licenses.

Brand Leadership & Franchisor Partnership

· Act as the primary liaison between the hotel, ownership, and franchisor representatives.

· Foster a collaborative and productive relationship with brand support teams, leveraging Wyndham Hotel & Resorts resources, tools, programs, and expertise to drive hotel performance.

· Champion brand initiatives, strategic priorities, and system-wide programs at property level.

· Ensure successful implementation of franchisor requirements, operational standards, marketing campaigns, technology platforms, and guest experience initiatives.

· Participate in brand conferences, leadership meetings, training programs, and franchise engagement activities.

· Share best practices, operational insights, and market intelligence with brand stakeholders to support continuous improvement.

Owner & Stakeholder Relations

• Establish and maintain strong relationships with hotel owners, asset managers, corporate teams, and key stakeholders.
• Act as a trusted advisor to ownership, providing transparent communication and regular business performance updates.
• Protect and enhance the owners' investment through effective operational and financial management.
• Present business plans, budgets, forecasts, and performance reports to ownership and corporate leadership as required.
• Represent the hotel professionally within the local business and hospitality community.

Sustainability & Corporate Responsibility

• Champion environmental sustainability initiatives and corporate responsibility programs.
• Drive achievement and continuous improvement of Wyndham sustainability initiatives.
• Promote responsible business practices, community engagement, and ethical decision-making.
• Encourage sustainable operational practices across all hotel departments.

Performance Management & Accountability

• Establish and review key performance indicators (KPIs) across all departments, holding department leaders accountable for results.

• Conduct regular business reviews to evaluate financial performance, guest satisfaction, operational effectiveness, and people metrics.

• Ensure action plans are developed and executed for any areas failing to meet agreed targets.

• Drive a performance culture focused on continuous improvement and operational excellence.

Franchise Relationship Management

• Maintain a strong working partnership with Wyndham Hotel & Resorts Franchise Operations, Revenue Management, Sales, Marketing, Central Operations, HR and Training teams.

• Ensure all recommendations arising from Business Reviews, QA audits, commercial reviews, and operational assessments are implemented within agreed timelines.

• Promote the adoption of Wyndham initiatives, technology enhancements, and best practices that support long-term hotel success.

• Actively seek guidance and leverage available franchisor resources to address operational challenges and performance opportunities.

Owner Communication & Governance

• Provide regular, structured reporting to ownership on financial performance, commercial results, capital expenditure requirements, guest satisfaction, and people metrics.

• Ensure owners are informed of significant business risks, market developments, and performance opportunities.

• Develop and present annual strategic plans and capital investment recommendations to support the hotel's long-term competitiveness and asset value.

KEY RESPONSIBILITIES

Strategic Leadership

• Lead the hotel's overall business strategy and operations to achieve financial, commercial, guest satisfaction, and people objectives.
• Develop and execute strategic plans aligned with brand standards, ownership goals, and market opportunities.
• Establish clear business objectives, performance targets, and operating priorities for all departments.
• Ensure alignment of departmental plans with the hotel's overall business strategy.
• Foster a culture of accountability, collaboration, innovation, and service excellence across the hotel.
• Act as the primary leader and ambassador of the hotel, brand, and organizational values.

Financial & Business Performance

• Assume full accountability for hotel performance, including revenue generation, profit delivery, market share growth, and asset value enhancement.
• Drive achievement of budgeted revenue, GOP, EBITDA, and other key financial targets.
• Lead the annual business planning, budgeting, and forecasting processes.
• Monitor business performance through financial and operational reporting, implementing corrective action where required.
• Ensure effective cost control and resource management while maintaining guest satisfaction and service standards.
• Identify opportunities for business growth, profitability enhancement, and operational efficiencies.
• Establish strategies to optimize RevPAR, ADR, occupancy, market penetration, and Revenue Generation Index (RGI).

Commercial & Revenue Leadership

• Ensure Revenue Management, Sales, Marketing, and Operations teams maximize revenue opportunities.
• Lead the implementation of commercial strategies that drive market share growth and competitive positioning.
• Promote awareness of the hotel within the local, regional, and national market.
• Support public relations initiatives, social media engagement, strategic partnerships, and community involvement activities.
• Build relationships with key corporate clients, travel partners, tourism organizations, and local stakeholders.

Guest Experience & Quality

• Champion a guest-centric culture focused on delivering exceptional experiences and service excellence.
• Ensure achievement of guest satisfaction targets, including OSAT Score, online reputation scores, and other guest experience metrics.
• Maintain compliance with all brand standards, operating procedures, and quality assurance programs.
• Continuously evaluate guest feedback and operational performance to identify improvement opportunities.
• Ensure service standards are consistently communicated, trained, implemented, and measured throughout the hotel.

Leadership & Talent Management

• Recruit, develop, engage, and retain a high-performing leadership team and hotel workforce.
• Inspire, coach, mentor, and support department leaders to achieve individual and business objectives.
• Promote a culture of diversity, inclusion, engagement, recognition, and continuous learning.
• Ensure workforce plans align with business needs and operational requirements.
• Drive employee engagement initiatives and support achievement of key people metrics, including:
• Employee engagement
• Retention and turnover
• Productivity
• Internal promotions
• Recruitment effectiveness
• Talent development
• Ensure compliance with Wyndham People Compliance Standards and all applicable employment requirements.

Brand, Compliance & Risk Management

• Serve as the guardian of brand standards and ensure full compliance with all brand requirements.
• Ensure compliance with legal, regulatory, health and safety, employment, financial, and operational obligations.
• Protect hotel assets through appropriate controls, policies, and risk management practices.
• Ensure all departmental Standard Operating Procedures (SOPs) remain current, effective, and consistently followed.
• Lead crisis management, risk assessment, and business continuity planning activities.

Brand Leadership & Franchisor Partnership

· Act as the primary liaison between hotel ownership, Wyndham Hotels & Resorts, and all franchisor support functions.

· Ensure effective utilisation of Wyndham systems, tools, training programmes, commercial resources, technology platforms, and operational support services.

· Ensure all recommendations arising from Quality Assurance audits, Business Review Meetings, franchise reviews, and operational assessments are implemented within agreed timeframes.

· Participate in brand conferences, leadership meetings, training programs, and franchise engagement activities.

· Share best practices, operational insights, and market intelligence with brand stakeholders to support continuous improvement.

Owner & Stakeholder Relations

• Establish and maintain strong relationships with hotel owners, asset managers, corporate teams, and key stakeholders.
• Balance short-term owner priorities with long-term brand integrity, asset protection, and sustainable financial performance.
• Act as a trusted advisor to ownership, providing transparent communication and regular business performance updates.
• Protect and enhance the owners' investment through effective operational and financial management.
• Present business plans, budgets, forecasts, and performance reports to ownership and corporate leadership as required.
• Represent the hotel professionally within the local business and hospitality community.

Sustainability & Corporate Responsibility

• Champion environmental sustainability initiatives and corporate responsibility programs.
• Drive achievement and continuous improvement of Wyndham Green initiatives.
• Promote responsible business practices, community engagement, and ethical decision-making.
• Encourage sustainable operational practices across all hotel departments.

Hotel Opening & Project Management (Pre-Opening Hotels)

• Lead all pre-opening activities and ensure timely completion of the hotel Critical Path.
• Oversee recruitment, onboarding, training, and readiness activities required for successful hotel opening.
• Ensure operational systems, procedures, staffing structures, and commercial strategies are established prior to opening.
• Coordinate with owners, corporate teams, contractors, consultants, and suppliers to ensure project timelines are achieved.
• Monitor opening budgets and ensure readiness milestones are achieved within established deadlines.

It is not the intent of this Job Description to cover all aspects of the position but to highlight the most important areas of responsibility.

KEY COMPETENCIES

Alongside the fundamentals of the brand service culture, the incumbent will be required to demonstrate the competencies below:

· Strategic Business Acumen

· Leadership Effectiveness

· Building Trust

· Communication & Influencing

· Financial & Commercial Acumen

· Guest Centricity

· Driving Results

· Innovation & Continuous Improvement

· Decision Making

· Relationship Management

· Change Leadership

· Integrity & Ethics

· Valuing Diversity & Inclusion

· Accountability

BACKGROUND

· Bachelor's Degree in Hospitality Management, Hotel Management, Business Administration, or a related field.

· Minimum of 3-5 years' experience as a General Manager within an internationally branded hotel environment.

· Demonstrated success in driving revenue growth, profitability, guest satisfaction, and employee engagement.

· Previous hotel opening experience is highly desirable for pre-opening opportunities.

· Experience working with hotel owners, asset managers, management companies, and franchise operations is preferred.

· Strong understanding of hotel operations across Rooms, Food & Beverage, Sales & Marketing, Revenue Management, Finance, Human Resources, and Maintenance (and other functions as relevant).

· Experience with Opera Cloud, revenue management systems, and business analytics tools.

· Proficiency in Microsoft Office applications and hotel management systems.

· Previous hotel opening experience will be an advantage

· Fluency in local language and professional level of English

· Eligibility to work in EU