General Manager

What Is Your Role

• You are accountable for the overall operational performance, guest experience, people capability, and property standards of a Modern Village Lifestyle residence.
• This role exists to ensure that every guest receives a consistent, high-quality experience while delivering strong operational results, cost efficiency, and sustainable business performance.

What Will You Do

1. Property Operations

• Lead daily operations across Front Office, Housekeeping, Security, and supporting functions to ensure smooth and reliable service delivery.
• Ensure all operating procedures, service standards, safety requirements, and company policies are consistently executed.
• Identify operational risks, service gaps, and process inefficiencies, implementing corrective actions to improve performance.

2. Guest Experience

• Own the end-to-end guest journey, ensuring every interaction reflects Modern Village Lifestyle service standards.
• Resolve escalated guest concerns and implement preventive actions to reduce recurring issues.
• Monitor guest feedback, review platforms, and service trends to continuously improve satisfaction and loyalty.

3. People Leadership

• Lead workforce planning, scheduling, and staffing allocation to ensure operational readiness at all times.
• Recruit, onboard, and retain high-performing team members to support property performance and future growth.
• Evaluate the performance and development readiness of Front Office Leaders, Team Leaders, and key operational employees.
• Build succession plans and identify future leaders to strengthen organizational capability.

4. Training & Capability Development

• Deliver onboarding, coaching, and refresher training programs to ensure consistent service delivery across all shifts.
• Conduct service observations, operational audits, and practical coaching sessions to improve team capability.
• Identify performance gaps and implement targeted development plans that improve both individual and team effectiveness.

5. Quality & Performance Management

• Monitor and drive key operational KPIs including Guest Review Score, Housekeeping Quality Score, response time, room readiness, and service productivity.
• Conduct regular inspections of guest rooms, public areas, and operational processes to ensure standards are consistently achieved.
• Develop and execute improvement plans when performance falls below expectations.

6. Financial & Cost Control

• Own property-level operating performance, balancing service quality with cost efficiency.
• Manage labor costs, operating expenses, consumables, and inventory usage within approved budgets.
• Monitor occupancy, staffing productivity, and cost performance to support profitability objectives.
• Identify opportunities to improve operational efficiency without compromising guest experience.

7. Facilities & Asset Management

• Maintain the condition, functionality, and presentation of guest rooms, public spaces, equipment, and company assets.
• Coordinate maintenance activities and prioritize repairs to minimize operational disruption.
• Recommend upgrades and preventive maintenance initiatives that protect asset value and guest satisfaction.

8. Reporting & Compliance

• Maintain accurate operational records, performance reports, and compliance documentation.
• Ensure adherence to company policies, safety regulations, and local legal requirements.
• Provide regular business and operational updates to the Regional Operations Manager, including risks, opportunities, and improvement initiatives.

What Makes This Role Matter

• You are the primary leader responsible for how guests experience the property every day.
• Your decisions directly impact guest satisfaction, employee engagement, operational efficiency, and financial performance.
• You play a key role in developing future leaders, strengthening service culture, and ensuring operational consistency across the portfolio.
• As Modern Village Lifestyle continues to grow, your property serves as a foundation for sustainable expansion and long-term business success.