General Manager

Purpose

To lead and manage all aspects of hotel operations, ensuring the consistent delivery of high standards in guest experience, financial performance, and compliance. The General Manager is accountable for driving commercial results, developing high-performing teams, and maintaining operational excellence in line with company standards and values.

Key Responsibilities

Financial & Commercial Performance

• Ensure departmental labour costs are effectively managed, driving strong cost control per head.
• Maintain bar and food margins in line with company targets.
• Oversee accurate stock control processes, ensuring monthly stock takes are completed and submitted on time.
• Review, authorise, and sign off all hotel invoices in line with company procedures.
• Ensure all revenue is accurately accounted for, with takings checked and banked in accordance with company policy.

Operational Excellence

• Take full accountability for the day-to-day operation of the hotel, ensuring consistently high standards across all departments.
• Ensure all aspects of the guest experience meet company expectations, including cleanliness, maintenance, service delivery, security, and overall presentation.
• Lead the planning and delivery of accommodation, food and beverage, and entertainment offerings, ensuring a high-quality and engaging guest experience.
• Act as a visible leader within the hotel, including guest interaction such as welcome meetings, arrival/departure presence, and hosting duties.

People Leadership & Development

• Lead, coach, and develop Heads of Department and Duty Managers, ensuring effective delegation and accountability across the management team.
• Take ownership of recruitment across the hotel, ensuring the attraction and retention of high-quality team members.
• Ensure rotas are effectively planned (minimum four weeks ahead, with two weeks published), balancing operational needs, cost control, and annual leave planning.
• Drive a culture of continuous development, ensuring all team members complete required training via the company platform.

Compliance & Risk Management

• Ensure full compliance with all company policies, procedures, and the Daish’s Blueprint for Compliance, maintaining accurate reporting through company systems.
• Oversee all health & safety and food safety standards, ensuring readiness for both internal and external inspections at all times.
• Ensure the kitchen maintains a minimum food hygiene rating of 4 and that all legislative documentation (including Safe Food Better Business) is accurately maintained.
• Ensure all equipment is safe, compliant, and fit for purpose, escalating issues promptly where required.

Food & Beverage Oversight

• Support Head Chefs in menu development, ensuring variety, quality, and consistency aligned with guest expectations.
• Monitor food production standards, portion control, and waste management to optimise cost efficiency and minimise wastage.

Customer Experience & Reputation

• Take ownership of guest feedback, effectively managing complaints and identifying opportunities for continuous improvement.
• Ensure the hotel consistently delivers a high standard of service, enhancing the company’s reputation with guests and stakeholders.

Stakeholder Management

• Work collaboratively with the Operations Team, contractors, and suppliers to ensure effective service delivery and maintenance of standards.

• Undertake any other reasonable duties as required.