General Manager

About the role

The General Manager will be responsible for the overall leadership, operation, guest experience, financial performance, team culture, and service quality of Novus Giri Puncak Resort & Spa. This role requires a hands-on hotel leader who can balance guest satisfaction, commercial performance, operational control, staff development, and brand standards.

Key responsibilities

• Lead the overall daily operation of the resort, including Rooms, Front Office, Housekeeping, Food & Beverage, Kitchen, Engineering, Spa, Recreation, Sales, Finance, HR, and Security

• Drive guest satisfaction by ensuring consistent service quality, fast problem resolution, and a warm hospitality culture across all departments

• Maintain the resort's five-star positioning through high standards of cleanliness, maintenance, service, presentation, and guest experience

• Build, coach, and develop a strong management team and department heads

• Ensure all departments follow company policies, SOPs, service standards, and operational controls

• Monitor hotel performance, including occupancy, ADR, RevPAR, revenue, GOP, cost control, guest reviews, and departmental productivity

• Work closely with Sales & Marketing to grow room revenue, MICE business, leisure packages, direct bookings, and local market opportunities

• Strengthen Food & Beverage performance through quality control, guest experience, cost management, and concept execution

• Maintain strong control over expenses, purchasing, inventory, payroll, utilities, and operating costs

• Handle guest complaints and operational issues professionally and promptly

Requirements

• Minimum 2 years of proven experience as a Hotel General Manager

• Experience in a four-star or five-star hotel, resort, or full-service property is strongly preferred

• Strong background in resort operation, guest experience, rooms division, F&B, sales, cost control, and team leadership

• Hands-on leadership style; willing to be visible in the operation and directly involved in guest and team matters

• Strong service mindset with genuine passion for creating memorable guest experiences

• Commercially aware, with ability to improve revenue, control cost, and protect profitability

• Strong problem-solving ability and good decision-making under pressure

• Strong communication skills in Bahasa Indonesia and English

• Familiar with hotel systems, online reviews, OTA performance, guest feedback platforms, and modern hotel operation standards

• Willing to be based in Cipanas, Puncak, West Java

Benefits

• Opportunity to lead a five-star resort under an established Indonesian hospitality group

• A strong brand with a long history in resort hospitality

• A property with strong natural character, family appeal, wellness potential, and corporate event opportunities

• Direct involvement with ownership / corporate leadership

• Opportunity to build a long-term career with future growth within the group