General Manager, Ascott Gurney Penang

About Us

The Ascott Limited (Ascott) is a global leader in lodging, driven by a vision to be the preferred hospitality company, enriching global living with heartfelt experiences. With a portfolio of over 1,000 properties across 230 cities in more than 40 countries, Ascott's presence spans Asia Pacific, Central Asia, Europe, the Middle East, Africa and the USA.

Ascott's award-winning brands include Ascott, Citadines, Somerset, lyf, Oakwood, The Crest Collection, The Unlimited Collection, Fox, Harris, POP!, Preference, Quest, Vertu and Yello. Our portfolio spans serviced residences, hotels, resorts, co-living and branded residences, catering to the diverse needs of modern travellers and residents worldwide.

The Opportunity

The General Manager is responsible for the overall leadership, strategic direction, financial performance, and operational success of the property.

This role provides leadership across all aspects of the business, including operations, commercial performance, guest experience, talent development, owner relations, and brand execution. The ideal candidate is a seasoned hospitality leader that constantly achieves business objectives, while maintaining brand standards and creating memorable experiences for guests.

Key Responsibilities

Business & Strategic Leadership

• Develop and execute the hotel's strategic and business plans to achieve financial, operational, and commercial objectives.
• Drive sustainable revenue growth, market share, profitability, and overall asset performance.
• Identify opportunities to strengthen the hotel's competitive positioning and long-term success.
• Lead the property's leadership team to deliver exceptional business results aligned with company objectives.

Operational Excellence

• Provide overall leadership across all operations, ensuring seamless delivery of services and exceptional guest experiences.
• Maintain high standards of quality, cleanliness, safety, and operational excellence throughout the property.
• Drive continuous improvement initiatives that enhance efficiency, productivity, and service delivery.
• Ensure compliance with company policies, brand standards, and regulatory requirements.

Commercial & Financial Performance

• Assume full accountability for financial performance, including revenue, profitability, budgeting, forecasting, and cost management.
• Monitor business performance and market trends to identify opportunities for growth and operational efficiencies.
• Collaborate with Sales, Marketing, Revenue Management, and Distribution teams to maximise occupancy, market share, and revenue generation.
• Drive performance through effective business planning and disciplined financial management.

Guest Experience & Brand Excellence

• Champion a guest-centric culture focused on delivering memorable and personalised experiences.
• Monitor guest satisfaction metrics and implement initiatives that enhance service quality and guest loyalty.
• Actively engage with guests, partners, and stakeholders to strengthen customer relationships.
• Ensure consistent execution of brand standards and service excellence across all touchpoints.

People Leadership & Talent Development

• Build, inspire, and develop high-performing teams across all functions.
• Foster a culture of accountability, collaboration, diversity, inclusion, and continuous learning.
• Lead talent development, succession planning, and employee engagement initiatives.
• Coach and mentor department leaders to strengthen leadership capability and organisational effectiveness.

Stakeholder Engagement

• Build strong relationships with guests, owners, corporate partners, government agencies, tourism authorities, and community stakeholders.
• Represent the hotel at industry events, networking engagements, and strategic business forums.
• Provide regular updates to ownership and senior management on business performance and strategic initiatives.

Governance, Risk & Compliance

• Ensure full compliance with all legal, statutory, safety, security, and regulatory requirements.
• Promote a strong culture of risk awareness and operational integrity.
• Safeguard company assets and reputation through sound management practices and governance standards.
• Lead crisis management and business continuity planning where required.

What We're Looking For

• Proven leadership experience as a General Manager, Resident Manager, Hotel Manager, or senior operational leader within the hospitality industry.
• Strong commercial and financial acumen, with experience managing P&L performance and driving business results.
• Demonstrated ability to lead diverse teams and foster a high-performance culture.
• Track record of delivering exceptional guest satisfaction and operational excellence.
• Strong stakeholder management, communication, and relationship-building skills.
• Ability to balance strategic thinking with hands-on execution.
• Degree or professional qualification in Hospitality Management, Business Administration, or a related field preferred.