THIS POSITION HAS NOW BEEN FILLED AND CLOSED TO NEW APPLICATIONS. 17.02.2025

DWR Executive Search has been retained to find an exceptional and qualified Hotel General Manager with specific and extensive experience in the international 4 and 5-star business-style luxury hotel sector. This position is for expatriate applicants ONLY and is based in Accra, Ghana. The position will oversee the complete operation of a premier 5-star property, ensuring the seamless delivery of luxury experiences and optimizing profitability. This role includes strategic planning, operational leadership, financial management, and team development to support the property’s objectives and brand reputation. The ideal candidate will bring extensive experience within the luxury hotel sector, demonstrate sound decision-making, and exhibit a passion for high-quality guest service and team excellence.

OVERVIEW:
With a solid history and prestigious reputation, my client is an established and leading independent hospitality provider in West Africa. Their three luxury hotels are a major part of their business operation in Ghana, internationally recognised and of a supreme standard. From the outstanding services they provide to the highest levels of comfort, their meticulous attention to detail and their record of excellent customer satisfaction, my client stands out as a premier provider in Ghana’s first-class accommodation, hotel, fine dining and luxury hospitality sector.

MAIN PURPOSE OF THE ROLE:
The General Manager will be responsible for all operations of the property, its day-to-day staff management and the wellbeing of the guests. He or she will be an ambassador for the brand, of the Group, their image and high-quality offerings. Providing leadership and strategic planning to all departments in support of the hotel’s service, culture, maximized operations and guest experience, the GM will work very closely with the hotel owners and stakeholders.
Operational Leadership and Compliance

• Operational Excellence: Lead the daily operations of all hotel departments, ensuring alignment with 5-star service standards. Promote operational excellence across Front Office, Housekeeping, Food & Beverage, and Maintenance.
• Compliance: Ensure strict adherence to SOPs, policies, and service standards. Regularly audit processes to maintain compliance and implement corrective measures where needed.
• Project Oversight: Take charge of key property projects, including capital projects, renovations, and maintenance schedules. Evaluate long-term facility improvement needs and coordinate with stakeholders to implement these initiatives.
• Quality Assurance: Develop and enforce quality assurance measures to enhance guest experiences. Oversee and support complaint handling and service recovery processes to uphold guest satisfaction.

Financial Management and Revenue Optimization

• Budget Management: Prepare, present, and achieve Annual Budgets. Identify cost-saving measures without compromising quality and guest experience.
• P&L Accountability: Ensure preparation of monthly P&L statements and make data-driven decisions to optimize revenue streams. Ensure that monthly financial targets for rooms, F&B, and administration are met or exceeded.
• Revenue Strategy: Utilize yield management and innovative sales practices to drive room yield and maximize hotel revenue. Track and adjust strategies to align with market conditions and demand.
• Stakeholder Reporting: Prepare and submit monthly financial reports to key stakeholders, providing insights on revenue, costs, and strategic opportunities for growth.
  Strategic Planning and Goal Setting
• Long-Term Planning: Develop and implement strategic initiatives to achieve short-term and long-term goals. Continuously evaluate and adjust strategies to improve operational efficiency and market positioning.
• Leadership Alignment: Conduct regular briefings and strategy sessions with department heads to ensure all departments align with the hotel’s objectives and customer-first philosophy.
• Market and Competitor Analysis: Stay updated on industry trends, competitive offerings, and customer preferences. Incorporate this knowledge to keep the property competitive and innovative in a rapidly evolving market.
  Procurement and Vendor Management
• Supply Chain Efficiency: Manage procurement processes, ensuring high-quality supplies and materials are secured at competitive prices. Oversee vendor contracts, including negotiations with third-party vendors for equipment and services.
• Inventory Control: Implement inventory management practices to reduce waste, track assets, and ensure that operational needs are met cost-effectively.
  Team Leadership and Development
• Performance Management: Develop a high-performance culture by setting clear goals, providing constructive feedback, and recognizing team achievements. Lead by example to foster teamwork and accountability.
• Training and Development: Support ongoing learning initiatives, and encourage continuous professional development through training programs, coaching, and mentorship.
• Staffing and Workforce Planning: Oversee recruitment, onboarding, and staffing levels to ensure the hotel maintains adequate personnel in all departments. Create a positive work environment that attracts top talent and retains high-performing employees.

Guest Experience and Service Standards

• Guest Satisfaction: Lead by example in delivering exceptional guest experiences, ensuring all services meet 5-star standards and exceed guest expectations.
• Complaint Resolution: Personally handle complex guest issues and complaints, ensuring a high level of guest recovery and satisfaction.
• Customer Feedback Analysis: Regularly analyse guest feedback, including online reviews, surveys, and direct feedback, and implement changes to improve guest satisfaction.
  ESSENTIAL REQUIREMENTS:
• A university degree in Hotel Management or similar related field (A master’s degree or additional certifications (e.g., CHAE, CHA) is a plus.
• A clear track record in opening, managing and/or repositioning hotels (of a 4 or 5-star and/or business-style classification).
• At least 15 years progressive and continuous experience in the hospitality industry with significant luxury and international exposure.
• A minimum of 8 years in the same or similar position within the high-end/luxury hotel and hospitality environment.
• Proficiency in Microsoft Suite (Word, Excel, Outlook, etc), Chrome, and hotel software or property management systems (e.g., Opera)
• Strong financial acumen including P&L, budgeting and cost control. Well-developed admin and problem-solving skills; analytical mindset, attention to detail, very well organised, and a confident decision maker.
• Leadership, management, motivation and an excellent communicator at all levels, you must enjoy working under pressure in a dynamic environment and be a team player.
• Proven ability to make confident, high-stakes decisions in a fast-paced environment and work under pressure.
• Flexibility to working hours including weekends, evenings and holidays.
• Fluency in written and spoken English is essential. A second language (preferably European) will be a potential plus.
• 
  This is an exciting and involved role that will appeal to a career professional in the hotel and hospitality space with the relevant background and experience, probably gained by assignments in Europe and with some exposure to [West] Africa. It demands somebody conscientious by nature, naturally courteous and polite, who thrives on customer interaction, impeccable service and the provision of high-level standards. The successful applicant will value teamwork and be able to inspire others to reach their full potential. He or she will be committed to their career, enthusiastic about their work and possess an in-built understanding of “human relations”. The start date is immediate to ASAP subject to notice periods as/if applicable.

CONDITIONS:
This is an expatriate position and is offered on a single person status only. The employment package will include a competitive salary, accommodation, health insurance and other benefits in line with industry standards. Details will be discussed at the client interview stage. As a senior and important position that carries a high degree of responsibility, it is a prerequisite that applicants possess the required skills and experience to be considered. PLEASE therefore do not apply unless you have the competencies specified, can comply with the conditions and have a verifiable and solid background in the international 4 and 5-star/high-end business-style luxury hotel sector.

APPLICATION PROCESS:
If you meet the criteria for this position and wish to submit an application, in the first instance please send your CV (in Word or PDF) to [email protected] quoting the role you are applying for in the subject box. You are welcome to include a Covering Letter in support of your application. Selected candidates will be contacted by email and sent a Candidate Questionnaire, which must be completed in full to be progressed to the next stage. If chosen, you will be invited to an initial interview with DWR. If shortlisted, the following stage will be an interview with the employer.

Applications for this role will close by 15th February 2025. Although every effort is made to respond to all applicants, due to the volume of replies it is not always possible to do so. If you don’t receive an acknowledgement by the 1st April 2025, then regrettably your application has not been successful on this occasion.

EQUAL OPPORTUNITIES:
DWR does not discriminate in the acceptance or referral of candidates on the basis of race, colour, religion, gender, age, national origin, marital status, disability, or any other protected characteristic. By applying for this position, candidates agree to respect these standards and be observant of the internationally accepted guidelines governing equality and inclusiveness in the workplace aimed at eliminating racism, discrimination and hate speech throughout every level of society.

DWR Executive Search is appointed by the employing company as their Recruitment Service Provider for this position. The client’s name will remain confidential until applicants have been shortlisted to the client interview stage. You are encouraged to connect with DWR on LinkedIn and to then join the DWR Executive Group.