Cluster General Manager - Hotel

Our client is a leading hospitality group with a portfolio of upscale hotels and serviced residences in Thailand. The organization is committed to delivering exceptional guest experiences, driving commercial excellence, and maintaining international hospitality standards across its properties.

The Cluster General Manager will provide strategic and operational leadership for multiple hospitality properties within the Bangkok portfolio. This role is responsible for driving financial performance, enhancing guest satisfaction, ensuring operational excellence, and developing high-performing teams while maintaining brand standards and owner expectations.

The ideal candidate will be a commercially driven hospitality leader with proven experience managing multiple properties and a strong track record of improving profitability, market positioning, and guest experience.

Key Responsibilities

Business & Financial Leadership

• Lead overall business performance and profitability across assigned hotel and serviced residence properties.
• Develop and execute annual business plans, operating budgets, CAPEX plans, and revenue optimization strategies.
• Monitor P&L performance and implement initiatives to maximize revenues while controlling operating costs.
• Ensure achievement of budgeted GOP, EBITDA, occupancy, ADR, and RevPAR targets.

Operational Excellence

• Oversee day-to-day operations across Rooms Division, Food & Beverage, Engineering, Sales & Marketing, Finance, and Support Functions.
• Ensure all properties consistently meet brand standards, service quality expectations, and regulatory requirements.
• Drive continuous improvement initiatives to enhance operational efficiency and guest satisfaction.
• Lead property enhancement, renovation, refurbishment, and asset improvement projects.

Commercial & Revenue Growth

• Partner with Sales & Marketing teams to develop strategic plans that drive market share growth and revenue generation.
• Strengthen property positioning within key domestic and international markets.
• Identify new business opportunities, partnerships, and revenue streams.
• Monitor market trends, competitor activities, and guest preferences to optimize commercial strategies.

Guest Experience & Brand Management

• Champion a guest-centric culture across all properties.
• Ensure delivery of exceptional guest experiences and maintain strong online reputation scores.
• Drive service innovation and continuous enhancement of guest satisfaction metrics.
• Proactively manage guest feedback, service recovery, and brand reputation.

Leadership & People Development

• Lead, mentor, and develop department heads and property leadership teams.
• Build a high-performance culture focused on accountability, engagement, and service excellence.
• Drive talent management, succession planning, and leadership development initiatives.
• Foster strong employee engagement and retention.

Stakeholder Management

• Act as the key liaison between ownership, corporate leadership, and operational teams.
• Develop and maintain strong relationships with business partners, travel trade partners, government agencies, and local communities.
• Represent the organization at industry events and key stakeholder meetings.

Qualifications

• Bachelor's Degree in Hospitality Management, Business Administration, or related field.
• Master's Degree preferred.
• Minimum 10-15 years of progressive hospitality leadership experience.
• Proven experience as Cluster General Manager, General Manager, Resident Manager, or equivalent senior leadership position within international hotel brands.
• Strong knowledge of hotel operations, revenue management, financial planning, and asset management.
• Experience managing multiple properties or complex hospitality portfolios is highly preferred.
• Demonstrated success in driving revenue growth, profitability improvement, and guest satisfaction.
• Strong commercial acumen and strategic business planning capabilities.
• Excellent leadership, communication, negotiation, and stakeholder management skills.
• Fluent in English and Thai Language