General Manager

FILINVEST COMPANY: QUEST HOTEL AND CONFERENCE CENTER CEBU



Job Summary

The General Manager is responsible for the overall leadership and day-to-day management of the hotel, ensuring efficient operations across all departments while delivering exceptional guest experiences. The role carries full accountability for hotel performance, including guest satisfaction, operational excellence, financial results, and adherence to brand and management standards.

Scope and Responsibilities

• Oversee and make decisions on daily hotel operations in coordination with, and subject to the guidance and approval of Chroma Management.
• Provide overall leadership, direction, coordination, and continuous evaluation of hotel operations.
• Conduct regular inspections of hotel facilities (e.g., lobby, restaurants, and guestrooms) to ensure cleanliness, sanitation, safety, and aesthetic standards are consistently met.

• Identify, address, and mitigate potential safety hazards, including structural, fire, and operational risks.

• Ensure compliance with established service standards across all departments to deliver a consistently high-quality guest experience.

• Properly handle guest requests, concerns, and complaints, ensuring timely, professional, and 

  effective resolution.
• Promote guest satisfaction through efficient service delivery while fostering trust and strong relationships between the hotel and its guests.

• Conduct courtesy calls, meet and greet VIP guests, and actively engage with guests at every 

  opportunity.
• Solicit, collate, analyze, and report guest feedback, including guest satisfaction survey results, and formulate appropriate action plans for improvement.

People Management

• Assist in the recruitment, training, development, and supervision of hotel staff.

• Ensure that all employees understand and adhere to hotel policies and procedures, including 

  key control systems.
• Foster a positive, cooperative, and harmonious working environment among all hotel employees.

Front Office and Guest Experience

• Ensure proper maintenance of guest history and effective profile management within the Front Office system.

• Review daily occupancy reports, VIP arrivals, no-shows, room upgrades, and guest complaints 

  prior to operations meetings.
• Anticipate arrivals and departures and align daily action plans with department heads to ensure seamless operations.

Financial and Revenue Management

• Collate and analyze departmental budgets and financial reports.

• Review monthly occupancy, Average Daily Rate (ADR), and revenue performance; analyze 

  variances and implement corrective actions as necessary.

• Ensure achievement of occupancy, ADR, and revenue targets to maximize room yield.

• Determine and oversee rate structures for daily pickup guests to maintain forecasted average rates.

Operational Oversight and Reporting

• Conduct daily operational rounds across all hotel sections to review performance, guest feedback, and departmental needs.

• Review audit findings, pending folios, and discrepancies to ensure prompt and appropriate 

  resolution.
• Prepare and submit reports as required to support management decision-making and performance evaluation.

• Perform all duties in accordance with established hotel policies and procedures in a timely 

  and efficient manner.

Corporate Image and Values

• Consistently project a positive and professional image of the hotel to the public.

• Practice and role-model the Guiding Principles and Core Values of Quest.

• Promote environmental responsibility by reducing waste, recycling when possible, and 

  reusing resources whenever applicable.