General Manager (Dusit Princess Chiang Mai)

POSITION OVERVIEW We are seeking an accomplished and visionary General Manager to lead a 4-star, 198-key hotel operating under a Hotel Management Agreement (HMA) with an established international brand. This is an executive leadership role that demands a rare combination of operational excellence, financial acumen, creative thinking, and an unwavering commitment to delivering exceptional guest experiences. The ideal candidate is a proactive, entrepreneurial hotelier who thrives in a results-driven environment, is passionate about innovation, and can inspire teams while building strong relationships with the ownership group. KEY RESPONSIBILITIES 1. Operational Leadership & Creativity ▸ Drive day-to-day hotel operations across all departments with a hands-on, creative approach to service delivery and problem-solving ▸ Develop and implement innovative Standard Operating Procedures (SOPs) that differentiate the property from competitors ▸ Introduce creative programming, seasonal activations, and unique guest experiences across rooms, F&B, and events ▸ Champion a culture of continuous improvement, empowering department heads to innovate within their domains 2. Revenue Management & Commercial Strategy ▸ Maximize total hotel revenue (Rooms, F&B, Ancillary) through strategic yield management and dynamic pricing ▸ Identify and develop new revenue channels — OTAs, corporate accounts, MICE, direct booking strategies, partnerships ▸ Collaborate with the brand's sales and marketing team while maintaining local commercial agility under HMA guidelines ▸ Present innovative commercial proposals and revenue strategies to the ownership group on a regular basis ▸ Monitor RevPAR, ADR, and Occupancy performance versus comp set and STR data; implement corrective actions swiftly 3. Cost Management & Financial Performance ▸ Oversee budgeting, forecasting, and P&L management to ensure GOP and EBITDA targets are consistently achieved ▸ Implement rigorous cost control systems across payroll, procurement, energy, and operational expenses ▸ Review and negotiate vendor contracts to optimize cost-efficiency without compromising quality standards ▸ Deliver transparent and insightful monthly financial reports to the ownership, highlighting variances and action plans ▸ Maintain a lean yet effective organizational structure aligned with hotel performance cycles 4. Safety, Security & Compliance ▸ Ensure full compliance with all local regulations, brand standards, fire safety, and health & hygiene protocols ▸ Oversee a robust Safety & Security program covering guests, employees, and assets 24/7 ▸ Lead emergency preparedness planning and conduct regular drills with all operational teams ▸ Maintain property standards and infrastructure through proactive preventive maintenance programs ▸ Uphold brand compliance requirements under the HMA and address audit findings promptly 5. Guest Experience & Reputation Management ▸ Champion a guest-first culture that prioritizes personalized, memorable service across all touchpoints ▸ Drive improvement in all guest satisfaction scores — GSS, TripAdvisor, Booking.com, Google Reviews ▸ Monitor online reputation in real time; personally oversee response strategies and service recovery processes ▸ Utilize guest feedback data to implement targeted service enhancements and staff training initiatives ▸ Establish VIP recognition programs and loyalty initiatives to drive repeat business and direct bookings 6. Owner Relations & Strategic Reporting ▸ Serve as the primary point of contact between the hotel management (brand) and the ownership group ▸ Proactively present new business ideas, CAPEX proposals, and strategic initiatives to ownership ▸ Deliver clear, data-driven monthly and quarterly performance reports with forward-looking commentary ▸ Build and maintain a transparent, trust-based relationship with owners grounded in results and proactive communication QUALIFICATIONS & REQUIREMENTS Education & Experience ▸ Bachelor's degree or higher in Hospitality Management, Business Administration, or a related field ▸ Minimum 3–5 years of experience as a General Manager in a 4-star or 5-star hotel environment ▸ Demonstrated track record of managing full P&L in a branded hotel under HMA or franchise agreement ▸ Proven experience in both Rooms and F&B operations is highly preferred Core Competencies ▸ Operational Creativity — ability to reimagine guest journeys, outlets, and hotel programming ▸ Revenue Generation — strong commercial instinct with hands-on experience in revenue management tools ▸ Financial Control — disciplined cost management with experience managing monthly P&L reporting ▸ Guest Advocacy — data-driven approach to improving guest scores with a passion for service excellence ▸ Leadership & Team Development — ability to inspire, coach, and retain high-performing teams ▸ Innovation & Ownership Alignment — entrepreneurial mindset with confidence to pitch new ideas to owners ▸ Safety-First Mindset — deep knowledge of hotel safety standards, emergency procedures, and compliance Technical & Language Skills ▸ Proficiency in Property Management Systems (PMS), Revenue Management Systems (RMS), and reporting tools ▸ Strong command of English (spoken and written); additional languages are an advantage ▸ Competent in data analysis, budgeting tools, and digital reporting platforms WHAT WE OFFER ▸ Competitive executive compensation package with performance-based incentives ▸ Direct leadership opportunity with full P&L responsibility and autonomy ▸ Collaborative ownership group that values innovation and long-term vision ▸ International brand affiliation with structured support under HMA ▸ A dynamic, centrally located property with strong market fundamentals ▸ Professional development and career advancement within an ambitious hospitality group