General Manager

About the Role:

The General Manager is the executor of Samara Lombok's Road to Excellence. This role transforms standards, systems, and philosophies into consistent, high-performing daily operations.

Key Focus:

From Vision to Execution: Bring the operational standards to life through discipline, teamwork, and an unrelenting focus on guest experience excellence across all departments.

Key Responsibilities:

1. Operational Leadership

2. Execute all hospitality operations in alignment with Samara's guidelines and standards.

3. Oversee all departments — Front Office, Housekeeping, F&B, Spa, Maintenance, Logistics, Procurement, and Purchasing.
4. Maintain control over Quality, Cost, Food & Beverage Cost, and Inventory Management.
5. Enforce compliance with all operational reports, checklists, and hygiene audits.
6. Ensure daily supervision, visual checks, and team briefings uphold Samara's service standards

7. Work closely with the Managing Director to continuously refine internal systems and operational efficiency.

8. Guest Experience & Brand Embodiment

9. Be the visible host and ambassador of Samara Lombok's guest philosophy: authentic connection, natural beauty, and attention to detail.

10. Engage with guests daily — listen, anticipate, and personalize their experience.
11. Collaborate with Concierge and Experience teams to curate immersive in-house and island activities.
12. Lead the team to create emotional, memorable, and story-driven guest journeys.

13. Monitor guest feedback systems and ensure rapid, professional follow-up.

14. Training & Development

15. Execute and maintain the 4-Tier Hospitality Development System and 5 Levels of Leadership.

16. Conduct continuous training in hygiene, service excellence, leadership, and guest engagement.
17. Track progress and advancement in alignment with the Hospitality Development Roadmap (Phases 1–3).
18. Build confidence, communication, and service awareness across every team level.

19. Foster internal promotion and mentor emerging local leaders.

20. Leadership & Cultural Building

21. Be a visible and approachable leader — guide, motivate, and support the team daily.

22. Conduct meetings to ensure clear communication and follow-up on all actions.
23. Lead by example through professionalism, presence, and integrity in every situation.
24. Build a culture of accountability, respect, and high morale.
25. Empower supervisors to take ownership of their teams and outcomes.
26. Maintain fairness and consistency in enforcing grooming, hygiene, and performance standards.

27. Inspire the team to embrace Samara Lombok's "Yes, I Can" spirit — transforming challenges into growth.

28. Reporting & Culture Building

29. Report directly to the Managing Director, maintaining open and consistent communication.

30. Coordinate closely with the Operations Managers, Department Heads and Managing Director to ensure all hospitality functions are aligned and running effectively.
31. Ensure reports, updates, and key performance insights are submitted on schedule as required by the Managing Director.
32. Establish clear follow-up structures for operational meetings, audits, and departmental communications.

33. Maintain transparent communication with HQ and management teams regarding progress, issues, and improvements.

34. Continuous Improvement

35. Conduct regular reviews of workflows and team performance.

36. Implement mystery guest evaluations and internal service audits.
37. Encourage ideas from staff for better efficiency and guest satisfaction.
38. Develop and refine "Samara Signature" touches that enhance the guest journey.
39. Recognize achievements and maintain a culture of continuous progress.

Qualifications:

• Minimum 10 years of hospitality experience, with 3+ years in operational leadership (Resort or Boutique Hotel preferred).
• Minimum 5 years of professional experience in Indonesia.
• Proven success in pre-opening and operational execution.
• Deep understanding of guest experience, training, and service culture.
• Fluent in English; Bahasa Indonesia preferred.
• Strong communication, adaptability, and leadership presence.
• Passionate and people-driven, with a make-it-happen attitude and relentless energy.
• Embodies a 10x mindset — striving for progress, not comfort.
• Practices mindfulness in leadership — calm, focused, and emotionally aware.
• Exceptional people manager, fostering loyalty and accountability.
• Constantly strives for excellence and innovation in hospitality.

Attributes:

• Charismatic, empathetic, and inspiring leader.
• Guest-focused mindset with a balance of warmth and discipline.
• Calm under pressure; decisive and dependable.
• Passionate about developing others and creating meaningful guest experiences.
• Embodies Samara Lombok's values — authentic, refined, and purpose-driven.