General Manager

Role overview

The General Manager will oversee the full operation of Zanzibar Pearl Boutique Hotel in Zanzibar North, Tanzania. This includes accommodation, food and beverage, human resources, housekeeping, gardens, maintenance, and all other guest-facing services. The role carries responsibility for staff management, customer service standards, quality control, profitability, and overall hotel performance. The position reports directly to the Directors.

Key operational duties

• Ensure the property is efficiently managed, commercially successful, and kept clean, secure, and safe at all times.
• Track reservations closely and work with the Reservation Manager to keep the booking chart accurate and up to date.
• Coordinate with the Reservation and Marketing Manager to promote the hotel effectively, attract new tour operators and direct customers, improve the business reach, keep social media updated, and respond appropriately to booking and review platforms.
• Discuss and align purchases of supplies, materials, equipment, and other resources with the Directors.
• Arrange maintenance and repairs for buildings, equipment, and other facilities as needed.
• Maintain high cleanliness and upkeep standards across the hotel and work with the Directors to engage contractors for tasks such as painting or plumbing.
• Make sure all supplies, from housekeeping items to furniture, remain in good condition and are always adequately stocked.
• Introduce and maintain policies, procedures, systems, plans, and operating standards for the hotel.
• Prepare required administrative documents and operational records for departmental activities.
• Work with the Chef to develop breakfast, lunch, snack, and dinner menus for Director approval while managing food cost and consumption carefully.
• Carry out any additional duties assigned by the Directors from time to time.

Guest service responsibilities

• Deliver consistently strong guest experiences by maintaining facility standards and resolving issues quickly.
• Inspect rooms, kitchen, laundry, stores, pool, staff quarters, public washrooms, bar and restaurant areas, offices, and grounds daily to confirm everything meets required standards.
• Welcome guests on arrival, brief them as needed, and help create practical solutions when concerns arise.
• Handle incoming emails, letters, and related correspondence.
• Stay informed about local activities and attractions so appropriate tours or recommendations can be shared with guests.
• Provide basic information to guests, visitors, and clients.
• Coordinate guest functions or events where required.
• Keep the lodge safe and secure at all times.

Human resources responsibilities

• Train existing staff and induct new employees or trainees.
• Maintain employee records and document staff performance and effectiveness.
• Create written procedures for each department and prepare job descriptions for staff members.
• Set routines and task schedules for all departments to ensure the hotel environment, including garden, pool, beach, rooms, restaurant, reception, bar, kitchen, stores, and staff quarters, remains clean, functional, and well maintained.
• Work with the Directors to define employee goals and carry out performance appraisals.
• Manage departments including housekeeping and laundry, food and beverage, service, security, and front office staff.
• Monitor staff attendance, shift timings, assigned duty times, and daily work output.
• Organize and lead staff meetings to communicate regularly and ensure all departments meet the lodge’s standards.

Financial responsibilities

• Ensure revenue from accommodation, bar sales, laundry, and other services is collected properly.
• Make sure fiscal receipts are issued for every transaction.
• Keep stock at the required level to meet hotel needs.
• Maintain up-to-date inventory records across all departments.
• Issue store items only against a written requisition.
• Monitor payroll, customer billing, and expense accounts.
• Support the collection of payments for goods and services.
• Prepare the hotel plan and budget.
• Follow the rule that complimentary stays may only be granted with prior written approval from the Directors.

Working style and expectations

The role requires someone who can perform well under pressure, remain flexible with working hours, and make the best use of the approved budget.

Additional information

This role requires full oversight of hotel operations and coordination across multiple departments. The position is based onsite in Zanzibar North, Tanzania.