General Manager

Zesora, a boutique hotel located in Nathia Gali, is seeking an experienced and results-oriented General Manager to lead its on-property operations. The ideal candidate will be responsible for overseeing all aspects of the resort’s daily functions, ensuring exceptional guest experiences, and driving business performance. This leadership role requires a hands-on approach, strong operational expertise, and the ability to foster a motivated and service-driven team.

Key Responsibilities

Overall Resort Operations:
Lead and manage daily operations across all departments, including conducting regular morning briefings, property inspections, and night checks. Ensure strict adherence to standard operating procedures (SOPs), service standards, hygiene, maintenance, and safety protocols. Maintain operational excellence by facilitating seamless coordination between various departments.

Guest Experience & Complaint Resolution:
Engage personally with VIP and long-stay guests to guarantee outstanding service. Monitor guest feedback through online travel agencies (OTAs), reviews, and social media channels. Address and resolve escalated complaints promptly, implementing effective service recovery strategies to uphold the hotel’s reputation.

Team Leadership & Management:
Supervise departmental heads and staff, ensuring accountability and operational discipline. Manage duty rosters, attendance, grooming standards, and staff accommodation. Collaborate with Human Resources to coach, develop, appraise, and manage employee performance. Cultivate a professional, motivated, and customer-focused team culture.

Revenue & Cost Management:
Drive room occupancy, food and beverage revenue, upselling initiatives, and overall business growth. Work closely with Sales and Marketing teams to develop pricing strategies, promotional campaigns, and seasonal packages. Monitor departmental budgets, control operational expenses, oversee inventory and procurement, and minimize wastage. Partner with Finance to enhance cost efficiency and profitability.

Reporting & CEO Coordination:
Prepare and submit daily operational flash reports, weekly performance summaries, and incident reports to the CEO’s office. Track operational key performance indicators (KPIs) and ensure timely execution of management directives. Lead special projects including property improvements, renovations, and seasonal preparations.

Required Qualifications

- 8 to 10 years of experience in hotel or resort management, with significant senior leadership exposure.
- Bachelor’s degree in Hospitality Management, Business Administration, or a related discipline.
- Proven track record in managing hotel or resort operations and leading multidisciplinary teams.
- Strong leadership skills combined with financial acumen, commercial awareness, and a guest-service focus.
- Excellent communication, decision-making, and problem-solving abilities.
- Willingness to reside on-property in Nathia Gali.

This position offers a unique opportunity to lead a prestigious boutique property in a scenic location, contributing directly to its growth and guest satisfaction. Candidates who meet the above criteria and are ready to take on this challenging role are encouraged to apply.