Mandarin Speaker_General Manager

Position Summary:

We are seeking a dynamic and experienced General Manager to oversee the full spectrum of operations for a boutique hotel, food & beverage outlets, and an on-site pickleball court. The ideal candidate is a strategic leader with a proven track record in hospitality management, exceptional customer service standards, and a passion for both culinary and recreational guest experiences.

Key Responsibilities:

A. Hotel Operations

• Oversee the full spectrum of hotel functions including Front Office, Housekeeping, Engineering, Security, and Guest Relations.
• Develop and implement SOPs to ensure consistent guest experience and service excellence.
• Monitor key performance metrics (Occupancy, ADR, RevPAR, Guest Ratings).
• Drive guest loyalty and satisfaction by fostering a culture of hospitality and personalization.
• Ensure compliance with health & safety, licensing, and hospitality standards.
• Manage vendor relationships for laundry, maintenance, IT systems, and room amenities.

B. Food & Beverage Operations

• Supervise daily operations of all F&B outlets including restaurants, bars, cafes, banquet/events, and in-room dining.
• Plan and implement seasonal menus, promotions, and themed events in collaboration with the culinary team.
• Monitor kitchen hygiene, food safety, and service quality standards (HACCP compliance).
• Manage inventory, procurement, and cost controls to ensure profitable margins.
• Lead innovation in customer service, menu development, and beverage programs.
• Recruit and train front-of-house and back-of-house staff to deliver a premium dining experience.

C. Pickleball Court & Recreational Facilities

• Oversee the management and maintenance of the pickleball court and any related facilities (e.g. locker rooms, rental counters).
• Develop community engagement programs such as pickleball tournaments, coaching clinics, or memberships.
• Ensure high safety standards, proper scheduling, and user satisfaction.
• Explore revenue-generating ideas like court rentals, sponsorships, and fitness packages.
• Develop and execute annual business plans and budgets for each operational unit.
• Monitor and analyze P&L performance, forecast revenue, and implement cost-saving initiatives.
• Identify new revenue streams, partnerships, and local marketing initiatives.
• Ensure alignment with the overall vision and objectives of the company.
• Work closely with the marketing team to promote the hotel, F&B, and recreational services.
• Lead, inspire, and coach a cross-functional team across departments.
• Oversee recruitment, onboarding, and continuous training programs.
• Establish clear KPIs and accountability frameworks.
• Foster a results-driven and service-oriented culture.
• Handle escalated guest complaints and operational issues diplomatically.
• Maintain a visible and approachable presence on the ground to engage with guests and staff.
• Uphold the brand image and ensure consistency in service delivery.
• Drive online reputation management by monitoring reviews and responding accordingly.
• Identify opportunities to enhance the guest journey across touchpoints.
• Ensure compliance with all statutory regulations including licensing, fire safety, insurance, and labor laws.
• Conduct regular audits of safety, security, hygiene, and maintenance practices.
• Manage crisis response plans for emergencies such as natural disasters or guest incidents.

Qualifications & Skills:

• Bachelor's Degree in Hospitality, Business Management, or related field.
• Minimum 8–10 years of experience in hotel/F&B operations; multi-facility management preferred.
• Strong leadership, communication, and interpersonal skills.
• Knowledge of property management systems (PMS), POS, and booking software.
• Passion for hospitality, service excellence, and customer engagement.
• Familiarity with sports/recreational management is an added advantage.
• Willing to work flexible hours, including weekends and public holidays.
• Hands-on approach in a dynamic, guest-focused environment.

Job Type: Full-time

Pay: RM20, RM25,000.00 per month

Benefits:

• Opportunities for promotion
• Professional development

Work Location: In person