Context:
Quality Hospitality Limited invites applications from highly accomplished hospitality leaders for the position of General Manager of Q-HOTEL Dhaka, an upcoming 5-star luxury property.
This is a pivotal leadership role with full accountability for the successful pre-opening and subsequent ongoing operations of the hotel. The General Manager will serve as the primary strategic business leader of the property, responsible for delivering exceptional guest experiences, strong financial performance, high employee engagement, and a solid return on investment to ownership. The role requires a proven track record in full-service hotel leadership, preferably with pre-opening experience, and a strong background in Food & Beverage.
Job Responsibilities
Overall Leadership & Strategic Direction
- Direct the entire operations of the hotel by developing and implementing strategies and services that meet or exceed the needs of owners, guests, and employees.
- Function as the primary strategic business leader of the property with full responsibility for guest and employee satisfaction, human resources, financial performance, sales and revenue generation, and delivering a return on investment to ownership.
- Verify the implementation of service strategies and initiatives with the objective of meeting or exceeding guest expectations, increasing profit, and growing market share.
- Hold the property leadership team accountable for strategy execution while guiding their individual professional development.
- Ensure sales engines are fully leveraged and initiate independent, proactive sales activities when appropriate to generate demand.
- Build owner loyalty through proactive communication, clear expectation setting, and consistent delivery of solid business results.
- Actively engage with the local community and build strong relationships with local officials, businesses, and customers.
Pre-Opening Responsibilities
Project Coordination
- Maintain constant liaison with the Technical Services Team and Owning Company regarding the status of all site activities.
- Attend all project meetings and prepare accurate minutes/notes.
- Assist the Technical Services Team and Owning Company with punch lists and the formal handover process.
- Participate in New Hotel Pre-Opening Meetings with relevant agenda items and constructive input.
Owner Relations
- Provide regular updates to ownership on all pre-opening activities.
- Obtain ownership approval for any positions or decisions that require their authorization.
- Act as the primary liaison between Quality Hospitality Limited (QHL) and Q-HOTEL Dhaka (QHD).
Finance (Pre-Opening)
- Assist in the preparation of the Pre-Opening Budget.
- Submit monthly Pre-Opening Reports including updated budget expense tracking.
- Reforecast Pre-Opening Budget figures based on project timeline and immediately advise Quality Hospitality Limited if the budget is likely to be exceeded.
- Submit the full Business Plan according to the agreed schedule based on the projected Soft Opening Date.
Operations (Pre-Opening)
- Submit monthly Pre-Opening Reports covering updated activities and critical path items.
- Prepare detailed Operating Supplies and Equipment (OS&E) lists for costing and owner approval.
- Obtain Quality Hospitality Limited approval for all key items including uniforms, restaurant and facility names, logos, tabletops, Executive Committee positions, room types, and rate matrix.
- Ensure full awareness of Quality Group Standard Operating Procedures and how they will affect hotel operations.
- Maintain complete knowledge of local employment laws and human resources requirements.
- Develop Executive Committee and staff contracts in accordance with Quality Hospitality Limited guidelines.
- Ensure all Standard Operating Procedure manuals are completed at least 12 weeks prior to Soft Opening and submitted for Owner’s approval.
- Guarantee that every aspect of the hotel is fully prepared for Soft Opening, including successful completion of test dining and test stays.
Post-Opening Strategic & Operational Leadership
- Develop and implement business strategies for the hotel that are fully aligned with Quality Hospitality Limited’s overall mission, vision, values, and strategies.
- Monitor progress regularly and adjust strategies as required.
- Ensure continuous alignment of hotel operations with owners’ and owning company objectives by serving as the key liaison for owner relations.
- Develop the annual business plan and capital budget in conjunction with the Financial Controller and Department Heads, and assist in obtaining owner approval.
- Collaborate with other entities within the Quality Group to leverage resources, purchases, revenues, and training opportunities.
- Achieve the hotel’s profit, customer service, and revenue goals by directing overall hotel operations.
- Maximize revenue by developing and implementing comprehensive sales and marketing plans.
- Seek opportunities to publicize the hotel through a structured public relations strategy and by building a strong local network.
- Work with the Executive Team to continuously improve hotel operations by evaluating guest services and responding to market opportunities.
- Analyze business results regularly and take decisive action to improve performance.
- Continuously monitor forward projections and communicate any variances promptly to Quality Hospitality Limited.
- Leverage system-wide expertise and resources to incorporate best practices and deliver services cost-effectively.
- Ensure the hotel strictly adheres to all standards of operations as per Quality Hospitality Limited guidelines.
Revenue Management
- Monitor hotel operations and sales performance against budget.
- Review reports and financial statements to assess performance against budget.
- Coach and support the Operations Team to effectively manage occupancy, average rate, wages, and controllable expenses.
- Review the Wage Progress Report, compare budgeted wages to actual, and hold direct reports accountable for results.
- Work closely with the Sales Team to drive and surpass hotel revenues across all areas of the operation.
- Collaborate with the Revenue Management Team to develop effective pricing strategies that balance seasonality, customer segments, property objectives, and guest satisfaction.
- Establish a revenue strategy that supports the hotel’s positioning in the local market; ensure robust demand forecasting and sound revenue practices are in place to maximize yield.
- Identify opportunities to grow occupancy, RevPAR, and market share by continuously researching competitor strategies.
Financial Management & Accounting Oversight
- Ensure all financial aspects of operations are tightly controlled with focus on receipts and disbursements.
- Oversee the Finance Team in the timely preparation of financial reports as required by the Owning Company.
- Work cooperatively with the Executive Committee to maintain high-level operational and financial control.
- Ensure all work is accurate, timely, and fully compliant with the hotel’s standard accounting practices and the Uniform System of Accounts for the Lodging Industry.
- Provide guidance through accurate financial analysis and direction.
- Assure compliance with internal controls and check charts.
- Investigate and resolve any problems arising in the reporting of hotel operations.
- Perform audits to verify that systems are working accurately.
- Analyze variances to budget in operating statements and make appropriate recommendations.
- Ensure monthly cost and expense audits are carried out.
- Identify operational inefficiencies and propose solutions to the Owning Company.
- Authorize accounting-related documents according to Owning Company policies.
- Optimize cash flow in accordance with established policies.
- Ensure compliance with all applicable government laws, rules, and regulations, including timely preparation and filing of tax and license returns.
- Oversee collection of accounts receivable.
- Maintain accurate files on all contractual obligations of the hotel.
- Direct the preparation of any information required by Owners.
- Ensure compliance with daily, weekly, monthly, and quarterly reporting requirements.
- Ensure monthly and quarterly balance sheet reconciliations are completed.
- Direct the preparation of check charts, credit reports, month-end reports, and monthly P&L statements.
- Assist all departments in budget preparation.
- Ensure preparation of accurate monthly financial statements.
- Maintain an up-to-date capital improvement register.
- Prepare the Annual Business Plan, Budget Forecasting, and Costing.
Leadership of Operations & Department Teams
- Champion the hotel’s service vision for product and service delivery and ensure full alignment across the leadership team.
- Develop systems that enable employees to understand and act on guest satisfaction results.
- Communicate clear and consistent messages regarding departmental goals to drive desired results.
Guest Experience Management
- Create an environment of 100% guest satisfaction by ensuring employees receive the training and resources needed to deliver superior service and teamwork.
- Communicate and reinforce the vision for customer service to all managers, supervisors, and employees.
- Foster genuine hospitality and teamwork among the entire team.
- Ensure all minimum requirements of the Guest Satisfaction Guarantee are in place and fully understood.
- Develop customer feedback avenues and focus the management team on identifying trends and implementing solutions.
- Provide employees with the tools, training, and environment required to deliver outstanding service.
- Personally respond to and manage guest problems and complaints.
- Remain highly visible and regularly interface with guests to obtain direct feedback on product quality, service levels, and overall satisfaction.
Human Resources Leadership
- Ensure all employees are treated fairly and equitably.
- Ensure regular, ongoing communication takes place in Operations (pre-shift briefings, staff meetings, etc.).
- Foster employee commitment to excellent service, participate in daily stand-up meetings, and model desired service behaviors.
- Incorporate guest satisfaction into staff/operations meetings with emphasis on continuous improvement.
- Set clear goals and expectations for direct reports through the performance review process and hold staff accountable.
- Solicit employee feedback, maintain an open-door policy, and review employee satisfaction results to address concerns.
- Ensure property policies are administered fairly and consistently, and that disciplinary procedures follow Standard and Local Operating Procedures.
- Support the Peer Review Process.
- Conduct annual performance appraisals with direct reports according to Standard Operating Procedures.
- Champion change, ensure Owning Company business initiatives are implemented, and communicate follow-up actions to the team.
Standards, Compliance & Quality Assurance
- Verify full property compliance with legal, safety, operations, labor, and service standards.
- Conduct both routine and short-notice quality assurance audits with specific departments.
- Hold employees accountable for performing regular audits.
- Conduct detailed walk-throughs to ensure the building, public areas, kitchen, and grounds are well-maintained, safe, and meet or exceed guest expectations.
