Job description for General Manager at GOLDEN BALI CONSULTING
# GENERAL MANAGER
## Job Description
We are seeking a proactive, results-driven, and hands-on General Manager to oversee the overall operations of our property. The successful candidate will be responsible for ensuring operational excellence, maintaining high service standards, improving guest satisfaction, controlling costs, and leading all departments toward achieving the company’s objectives.
The General Manager must demonstrate strong leadership, sound decision-making, excellent problem-solving skills, and the ability to turn operational challenges into practical solutions and measurable results.
### Key Responsibilities
**1. Overall Operational Management**
- Oversee daily operations across all departments, including Front Office, Housekeeping, Restaurant, Kitchen, Engineering and Maintenance, Security, Procurement, Guest Relations, and Administration.
- Ensure that operational standards, procedures, and service quality are consistently maintained.
- Conduct regular property inspections and verify that operational issues are properly resolved.
**2. Leadership and Team Management**
- Lead, supervise, and evaluate department heads and operational staff.
- Establish clear responsibilities, performance expectations, deadlines, and KPIs.
- Identify performance gaps, implement training and corrective actions, and recommend staffing changes when necessary.
- Ensure effective communication, discipline, accountability, and teamwork across all departments.
**3. Problem-Solving and Decision-Making**
- Identify operational problems, determine root causes, and implement practical solutions without unnecessary delays.
- Assign responsibilities, establish deadlines, monitor progress, and verify completed work.
- Take ownership of operational results rather than simply reporting problems to ownership.
- Develop preventive measures to reduce recurring problems and improve operational efficiency.
**4. Guest Experience and Reputation Management**
- Ensure professional guest service and prompt resolution of complaints.
- Personally handle serious guest complaints when necessary and seek solutions before issues escalate.
- Monitor online reviews and ratings across Booking.com, Google, Airbnb, Expedia, and other relevant platforms.
- Analyze guest feedback, identify recurring issues, and implement corrective actions to improve guest satisfaction and public ratings.
**5. Restaurant and Kitchen Management**
- Oversee restaurant and kitchen operations, including service quality, food and beverage costs, inventory, product quality, cleanliness, and staff performance.
- Monitor stock usage, supplier performance, purchasing, and write-offs.
- Ensure compliance with operational procedures and quality standards.
**6. Financial and Cost Control**
- Monitor operational expenses, procurement costs, food and beverage costs, inventory losses, staffing efficiency, and resource utilization.
- Review purchasing requirements, compare supplier prices, negotiate commercial terms, and identify cost-saving opportunities.
- Ensure operational decisions support financial efficiency without compromising service quality.
**7. Inventory and Procurement Control**
- Supervise purchasing activities and maintain appropriate inventory levels.
- Conduct two inventory checks per month: one scheduled and one unannounced.
- Submit detailed inventory reports to ownership within 48 hours after each inventory check.
- Investigate significant discrepancies and implement corrective actions.
**8. Maintenance and Property Quality**
- Oversee maintenance activities and ensure that technical issues are addressed promptly.
- Implement a preventive maintenance system in cooperation with the Engineering team.
- Conduct regular inspections of guest accommodation, public areas, facilities, equipment, cleanliness, and overall property condition.
- Verify completed repairs and ensure that recurring maintenance issues are properly addressed.
**9. SOPs, Training, and Performance Improvement**
- Develop, implement, and continuously improve Standard Operating Procedures (SOPs).
- Organize staff training in guest service, complaint handling, operational standards, safety procedures, and internal communication.
- Monitor operational performance through KPIs, guest feedback, department reports, and measurable improvement targets.
**10. Task Management and Reporting**
- Maintain an effective system for tracking operational tasks, responsibilities, deadlines, delays, and completion status.
- Ensure that delegated tasks are followed up and verified before being considered complete.
- Provide concise daily operational reports covering completed tasks, identified problems, actions taken, pending issues, and next priorities.
- Communicate with ownership in a timely, factual, transparent, and solution-oriented manner.
**11. Management Coverage and Operational Availability**
- Maintain appropriate management coverage during days off or absences.
- Ensure that responsible personnel and escalation procedures are established for urgent operational matters.
- Remain accessible during important operational periods and personally involved when management intervention is required.
**12. Compliance and Professional Responsibility**
- Protect confidential company, guest, employee, commercial, and financial information.
- Ensure that complimentary stays, discounts, promotions, and barter arrangements receive prior written authorization in accordance with company policy.
- Maintain professional conduct, sound judgment, and loyalty to the company’s legitimate business interests.
### Performance Expectations
The General Manager is expected to deliver measurable operational improvements, resolve problems promptly, maintain high service standards, improve guest satisfaction, control costs, and ensure accountability across all departments.
Success in this role is measured by the effectiveness of solutions, timely completion of tasks, verified operational improvements, financial efficiency, staff performance, and the prevention of recurring problems.
The General Manager must lead by example and consistently demonstrate a proactive, hands-on, and results-oriented management approach.
