The General Manager in service operations is responsible to oversee and lead all aspects of the service operations department within an organization. They are responsible for setting strategic goals, developing operational plans, and managing resources to ensure the delivery of high-quality services to customers. Additionally, they provide leadership and direction to departmental managers and staff, fostering a culture of excellence, collaboration, and continuous improvement. The General Manager also monitors key performance indicators, analyzes operational data, and implements strategies to optimize efficiency, productivity, and customer satisfaction.

• Lead the hospitality operations and accountable for overall delivery of all services provided.
• Establish the short and long-term strategy for the division, translate it into business plans with objectives and performance indicators and report on the progress of activities against those plans to measure success to support the achievement of strategic objectives.
• Build and lead a motivated, engaged, and competent manpower throughout the division, by setting priorities and objectives, managing performance, and providing ongoing feedback and coaching to improve performance.
• Recommend an optimum organization structure for the division in coordination with senior management and the Human Resources, to ensure efficient and effective workflow of operational processes and optimal utilization of resources.
• Collaborate with Human Resources in the development of the divisions manpower plan to ensure timely and best-of-class delivery of tasks.
• Prepare and recommend the divisions budget in alignment to the respective annual business plan and ensure proper cascading into departmental budgets.
• Ensures that an effective operating system for the productive performance of all personnel through appropriate forms of employee professional development, the maintenance of written descriptions of all positions and the effective application of an employee appraisal system is in place.
• Ensures the presence and equitable application of personnel policies and procedures.
• Demonstrates the importance of continuing professional development by engaging in formal and informal means of continuing professional education.
• Implements appropriate change, or where required, recommends such change for senior management's approval.
• Responsible for developing and maintaining effective local and regional networks and affiliations in accordance with the policies of the operations.
• Previous experience of managing in a complex organization.
• Experience of managing budgets
• Previous demonstration of the ability to market successfully
• Computer literacy, including the use of word processing and other software packages
• ERP knowledge preferably SAP functional skills are a requirement to be successful in this role.