General Manager ARYADUTA Lippo Village

JOB SUMMARY

Directs the overall operation of an assigned hotel to maximize performance, profitability and return on investment by creating a positive and productive work environment and ensuring superior guest service and compliance with quality and operational standards. Plays the leading role in promoting the desired work culture around the vision and core values of ARYADUTA Hotel Group.

Strategic Planning & Performance Management

• Develops, improves, and monitors the performance of financial and operational plans that support the hotel's overall objectives and long-term success.
• Oversees the annual budget and business plan, ensuring alignment with revenue targets, cost efficiencies, and operational excellence.
• Provides regular and ad-hoc reports to the Head Office on the financial and operational performance of the hotel.
• Takes the lead in planning CAPEX and Property Improvement Plans for 1-3 years.
• Balanced Score Card approach
• Embrace that reports are for learning and strategizing at property level while being submitted to head office within deadline is imperative.

Team Development & Workforce Planning

• Works closely with the Head Office to ensure optimal staffing levels, balancing productivity and service quality across all hotel departments.
• Implements training initiatives and career development programs to enhance team performance and operational efficiency.
• Identifies high-potential employees and mentors at least one team member annually, preparing them for higher roles.

Human Resources & Employee Engagement

• Establishes and maintains a proactive human resources function to support employee motivation, training, development, and performance management.
• With Head of Human Resources Recruits, trains, and manages staff across all departments.
• Set performance goals and implement training programs.
• Follows ARYADUTA code of conduct evaluations
• Follows and contributes to the Environmental, Sustainability and Governance initiatives of ARYADUTA Hotel Group & Lippo Group.
• Ensures fair pay and benefits administration in line with market standards and local labour regulations.
• Ensures proper staff scheduling to optimize productivity while maintaining service standards.
• Builds strong team member relations, addressing cultural and workplace challenges to enhance employee satisfaction and guest service.
• Enforces labour laws, workplace policies, and fair employee relations.

Leadership, Communication & Decision-Making

• Leads with a hands-on approach, maintaining strong relationships with department heads and frontline employees.
• Makes data-driven operational and financial decisions to enhance performance, guest experience, and revenue.
• Drives a guest-first culture, ensuring high service standards and exceptional hospitality.
• Acts as the primary liaison between the hotel and Head Office, ensuring corporate policies and strategic goals are effectively implemented.

Operations Management

• Oversees daily hotel operations across all departments (front office, housekeeping, F&B, sales, maintenance, security).
• Ensures Preventive Maintenance Program (PMP) for Rooms, Public Spaces, Meetings Spaces, Outlets and Back of The House as well as M&E are in compliance with ARYADUTA standards.
• Conducts weekly property walkthroughs, creating task lists for maintenance, cleanliness, and service improvement, and ensure follow-through updates.
• Conducts breakfast inspections to ensure food quality, presentation, service standards, and guest satisfaction meet hotel expectations.
• Ensures Fire Life Safety (FLS) systems are fully compliant with Industry and National standards and maintained as part of routine property inspections
• Oversees and ensures that all hotel licenses and permits are up-to-date and compliant with local laws and regulations.
• Ensures compliance with health, safety, and hygiene regulations.
• Monitors hotel facilities and make sure they remain in excellent condition.
• Conducts regular inspections of store areas, ensuring proper storage practices, record keeping, security of inventory, hygiene standards including FSMS, FIFO etc
• Performs regular random inventory spot checks to ensure stock management to ensure plans in place to utilize items nearing expiry.
• Maintains full awareness of stock levels in all stores and ensure timely requests for additional purchases based on business demands, seasonal trends, and forecasted needs.

Guest Experience & Service Excellence

• Ensures exceptional guest experiences by maintaining high service standards.
• Monitors guest feedback and implement improvements to enhance satisfaction.
• Attends to VIP guest relations and special requests.
• Inspires staff on customer service excellence and brand standards.
• Maintains strong relationships with clients, guests, and key stakeholders to drive loyalty and repeat business.
• Champions the brand at all times and provides brand perspective site tours to prospective guests, developers, owners and ARYADUTA personnel.

Financial Oversight and Business Acumen

• Ensures adherence to established financial policies, procedures, and internal controls in all operational departments
• Develops and manage the hotel's budget, revenue targets, and cost controls to optimize profitability.
• In working closely with Director of Finance or Finance Manager to analyse financial statements (P&L, balance sheets, revenue reports) to ensure strong financial health.
• Implements profit preservation measures while maintaining high service quality.
• Monitors and controls costs, optimizing resource allocation without compromising service standards.
• Supports audits and implement recommendations to strengthen financial governance.

Commercial Strategy

• Develops and executes strategies to increase room sales, corporate bookings, and event reservations.
• Establish and maintain relationships with corporate clients, travel agencies, and group sales partners.
• Strengthens partnerships with Online Travel Agencies (OTAs) and negotiate favourable contract terms.
• Monitors room rates, occupancy, and revenue strategies to maximize ADR (Average Daily Rate) and RevPAR (Revenue Per Available Room).
• Monitors competitor pricing and adjust sales strategies to stay competitive in the market.
• Works closely with the Revenue management team to manage pricing strategies, financial forecasting, and planning.
• Drives upselling and cross-selling initiatives to maximize per-guest revenue.
• Ensures year around marketing calendar is planned and executed in timely manner in working together with the Director of Food & Beverage (DOFB), Executive Chef, and Sales Marketing Team.
• Identifies opportunities for new revenue streamlines, such as upselling, events, partnerships, or additional services.
• Conducts regular Sales visits to maintain key relations with existing top accounts as well as targeted new accounts

Marketing Strategy

• Manages brand positioning, PR activities, and promotional campaigns.
• Ensures excellent online reputation management, responding to reviews on platforms like TripAdvisor, Google, and OTA sites.
• Organizes and participates in networking events, travel expos, and industry forums to enhance brand visibility.
• Analyses marketing performance metrics and adjust strategies accordingly.
• Establishes and maintains strong relationships with key community stakeholders to enhance the hotel's visibility and engagement within the local market. Manages community and media inquiries effectively while escalating sensitive matters to regional and corporate communications teams.
• Evaluates the effectiveness of marketing campaigns and revenue strategies, ensuring a broad reach across multiple market segments and a well-diversified revenue stream. Continuously refines tactics based on data insights and market conditions.

Crisis Management & Problem-Solving

• Ensures the hotel has emergency response plans in place for crisis situations such as security threats, natural disasters, or operational disruptions.
• Leads the team in handling guest complaints, legal issues, and workplace conflicts with professionalism and swift resolution.
• Implements risk management strategies to mitigate potential legal, financial, or reputational risks.

Others:

• Achieve the monthly and annual Key Performance Indicators (KPIs) assigned, which will be outlined separately. KPIs may include, but are not limited to, targets related to productivity, quality, efficiency, compliance, and contributions to team or departmental objectives.
• Accept temporary or permanent transfers to another section, department, or Aryaduta property, as required by business needs and performance considerations.
• Perform other duties and responsibilities as assigned by the superior, which are relevant to the role and support departmental or organizational objectives.

DNA:

• Minimum 10 years of progressive hotel management experience, with at least 3–5 years as a General Manager in an international branded hotel or resort.
• Demonstrated success in managing hotel P&L, budgeting, forecasting, revenue optimization, and cost control to ensure sustainable profitability.
• Ability to develop and execute long-term strategic plans aligned with brand standards, owner expectations, and market positioning.
• Track record in building high-performing teams, driving service culture, and nurturing talent through coaching, succession planning, and recognition programs.
• Strong focus on service delivery, reputation management, and maintaining positive relationships with owners, corporate teams, guests, and the local community.