General Manager

JOB EXPECTATIONS

The General Manager will lead 137 Pillars House Chiang Mai with full accountability for operational excellence, financial performance, brand positioning, and people leadership. This role requires a leader who blends strategic foresight with hands-on execution, upholding the company's promise of luxury, personalization, and sustainability while working closely with ownership to shape the future of the brand.

The GM is responsible for delivering continual improvement across five key result areas: Guest Experience, People Leadership, Sales & Revenue, Operational Excellence, and Financial Performance. The General Manager serves as the key leader for 137 Pillars House Chiang Mai, driving operational success, financial results, team engagement, and guest satisfaction, while representing the hotel to key stakeholders, including owners, business partners, and the community.

This position is more than an operational headit is a brand custodian, expected to thrive in boutique luxury hospitality, craft unique guest journeys, and contribute to building 137 Pillars as a leading Thai luxury brand with global recognition.

QUALIFICATIONS

The position will possess a minimum of 10 years of progressive leadership experience in luxury hotel operations, including roles such as Hotel Manager, Resident Manager, or Director of Operations, preferably within boutique or high-touch hospitality environments. A strong track record in strategic planning, financial management, and team leadership is essential. The candidate must demonstrate proficiency in P&L analysis, budgeting, and driving business performance, combined with hands-on operational expertise and a deep understanding of guest experience excellence. Exceptional communication, problem-solving, and influencing skills are required to effectively lead diverse teams and collaborate with ownership. Fluency in both Thai and English is essential. The role demands a dynamic, adaptable leader who embodies 137 Pillars brand values of professionalism, humility, and personalized service, while driving sustainability and continuous improvement initiatives. The ability to effectively and efficiently schedule, manage and delegate work. Appropriately and effectively interview, hire, motivate, develop, monitor, and address staff performance matters. Possesses excellent listening, verbal and written communication skills with professionalism, diplomacy and confidentiality. Computer proficiency in Microsoft Offices, and Ai literacy, along with the ability to travel when needed.

DUTIES AND RESPONSIBILITIES

Please note that this is not an exhaustive list of everything that needs to be done. 137 Pillars House Chiang Mai employees always find new ways to look after the business, their guests, and their colleagues. Within this, the key responsibilities for this position are:

Leadership & Operational Excellence

• Provide leadership and management for all operational hotel departments, directly overseeing key management personnel and supporting the overall team's development.
• Ensure the health, safety, and welfare of guests and employees by upholding operational standards, policies, and legal compliance.
• Oversee and coordinate the day-to-day operations, ensuring smooth and efficient execution aligned with business goals.
• Conduct daily operational tours, identifying areas for improvement and ensuring corrective actions are implemented promptly.
• Lead and participate in Planning Committee (HOD) meetings, fostering open communication and cross-departmental collaboration.
• Monitor hotel standards and service quality, driving continuous improvement initiatives in line with brand expectations.

Financial & Business Performance

• Oversee financial performance through daily revenue monitoring, labor cost management, and monthly P&L analysis.
• Collaborate with the GM and leadership team to prepare budgets, forecasts, and business plans.
• Control operational expenses and manage capital expenditures with a focus on cost efficiency and asset preservation.
• Develop and implement profit improvement strategies and operational best practices.
• Ensure purchasing, inventory, and vendor management processes align with budgetary goals and company policies.

Sales, Marketing & Owner Relations

• Partner with Sales & Revenue teams to develop and execute business strategies for revenue growth.
• Maintain strong relationships with key clients, partners, and community stakeholders to enhance the hotel's market presence.
• Participate in owner relations, preparing reports and attending ownership meetings as required.
• Represent the hotel at civic, business, and industry events to strengthen the property's positioning.

Team Development & People Culture

• Lead by example, fostering a culture of accountability, respect, and continuous learning.
• Ensure all operational departments are appropriately staffed, trained, and motivated to deliver exceptional guest service.
• Conduct regular performance reviews for key management personnel, providing feedback and development plans.
• Collaborate with HR (People & Culture) on recruitment, employee relations, and morale-building initiatives.
• Uphold fair and consistent application of company policies, supporting a positive and professional work environment.

Guest Experience & Brand Representation

• Personally engage with guests, addressing feedback and ensuring service recovery processes are executed promptly.
• Monitor guest feedback channels and service scores, leading the team in implementing improvement actions.
• Maintain a strong presence in public areas, ensuring brand standards are met and guest expectations exceeded.
• Champion sustainability and community engagement initiatives, aligning with the company's brand values and environmental commitments.

Crisis Management & General Support

• Being the primary authority, including serving as spokesperson during emergencies or critical incidents.
• Ensure the hotel complies with safety protocols, legal requirements, and emergency response procedures.
• Lead or participate in cross-functional committees such as Energy Conservation, Health & Safety, and Service Quality.