General Manager

Overview

The General Manager serves as the chief strategic leader for the property, overseeing every facet of operations including guest satisfaction, employee culture, financial health, revenue growth, and brand alignment. This role involves driving COMO Hotels and Resorts' service standards and initiatives, ensuring exceptional guest experiences while enhancing profitability and market share. Leadership of the property team and the fostering of their career development fall under this position's mandate. The role also contributes to COMO's sustainability targets by enforcing environmentally sustainable practices throughout the departments.

Key Responsibilities

• Continuously monitors industry trends and competitor strengths and weaknesses, identifying new business opportunities; crafts business plans focused on maximizing guest satisfaction, profitability, and market positioning aligned with COMO brand strategies.
• Ensures strict compliance with all legal regulations such as Data Privacy, alcohol licensing, Health and Safety, and Labour Laws on an ongoing basis.
• Acts decisively and leads any emergency or safety situations, maintaining proper emergency procedure control and guidance.
• Manages annual capital budgeting, infrastructure projects, and improvements strategically.
• Builds strong working relationships with Heads of Departments to promote cooperation, enhance productivity, boost morale, and elevate guest experiences.
• Engages with clients and repeat guests to cultivate personalized, memorable experiences.
• Leads guest experience enhancement by managing and responding to feedback from various sources, including verbal, written, and online review platforms promptly and appropriately.
• Initiates operational improvements focused on guest satisfaction augmentation, increased revenues, and optimized operational costs.
• Maintains targeted standards of quality, service, cleanliness, and controls through continuous review, property inspections, and corrective actions.
• Embodies the brand ambassador role by modeling exemplary guest service, behavior, grooming, and uniform standards.
• Supports and participates actively in all company-wide policies, programs, and procedures.

Business and Sales Management

• Analyzes key business data such as market share, financial outcomes, inventory status, and guest satisfaction.
• Proactively addresses market changes using data insights to keep operations within budget and meet profit targets.
• Leverages business intelligence to identify successful products and services and opportunities for enhancements, integrating findings into business planning.
• Participates in creating annual sales and marketing strategies aimed at revenue growth and heightened property profile.
• Collaborates closely with Revenue and Sales teams to forecast revenue and occupancy, optimizing pricing and occupancy.
• Works with Sales and Marketing to elevate the property's market presence aligned with business levels.

Financial Oversight

• Monitors and manages operational expenses including payroll, utilities, cost of sales, and departmental budgets to maximize profitability.
• Keeps Head Office informed of business fluctuations and proposes appropriate management strategies.
• Leads budget discussions annually, setting revenue and expense targets, and applies corrective measures during the fiscal year to enhance profit.
• Ensures timely and accurate preparation of monthly Profit & Loss statements and Executive Summaries.

Leadership and Human Resources

• Adheres to recruitment procedures to hire top talent displaying passion, creativity, and style across departments.
• Supports the COMO Hotels and Resorts employee development philosophy; promotes and implements related programs effectively.
• Ensures managers perform regular, effective employee performance reviews and development planning.
• Engages actively with the local community, establishing positive relationships with officials, businesses, and customers while representing COMO values.
• Collaborates with Planning Committee to nurture and retain high-potential talent for the property's growth.
• Maintains open communications with staff, providing coaching, training, and support especially on organizational matters.
• Fosters a positive and equitable work environment, ensuring fair treatment especially during disciplinary or coaching actions.
• Develops harmonious partnerships with government agencies, travel bureaus, local communities, and suppliers.
• Participates actively in Revenue Strategy, Planning Committee, and Employee Meetings.
• Upholds professionalism and integrity befitting a senior leader within COMO Resorts.
• Performs additional reasonable duties as assigned by Owners or Executive Committee members.

Requirements

• Minimum of 10 years' experience in luxury hospitality leadership roles.
• Proven exceptional leadership and people management abilities.
• Strong interpersonal and community networking skills.
• Capable of delegating, organizing complex initiatives, and prioritizing in line with both short- and long-term hotel objectives.
• Possesses strong commercial insight and business acumen.
• Experienced in project management.
• Excellent verbal and written communication skills.
• Good understanding of marketplace and industry trends related to customer and consumer behavior.
• Highly collaborative with strong team management skills, ensuring consensus across all organizational levels.
• Appreciates the luxury hospitality ecosystem broadly beyond operational aspects.