General Manager - Canvas Hotel Pattaya

Position Overview

The General Manager is responsible for the overall leadership, strategic direction, operational excellence, and financial performance of Canvas Hotel Pattaya, a 107-room lifestyle hotel.

The General Manager serves as the senior executive representative of both the Owner and PCL Hospitality, ensuring that all operational, commercial, financial, and people-related objectives are achieved while delivering exceptional guest experiences and sustainable business growth.

This role is accountable for all hotel departments, including Rooms Division, Food & Beverage, Sales & Marketing, Finance & Accounting, Human Resources, Engineering, and any future business units developed within the property.

The General Manager is expected to be a commercially driven, hands-on leader with strong expertise in hotel operations, financial management, business development, and team leadership.



Key Responsibilities

1. Overall Hotel Leadership & Operations





Lead and oversee all aspects of hotel operations to ensure service excellence, operational efficiency, and guest satisfaction.



Establish a culture of accountability, teamwork, and continuous improvement.



Ensure all departments operate in accordance with company policies, hotel standards, and applicable regulations.



Maintain high standards of guest service, cleanliness, safety, and product quality throughout the property.



2. Financial Management & Business Performance





Assume full responsibility for the hotel?s financial performance and profitability.



Prepare, manage, and achieve annual budgets, forecasts, and business plans.



Monitor revenue, GOP, EBITDA, labor cost, payroll ratios, and departmental expenses.



Analyze monthly P&L statements and implement corrective actions when necessary.



Ensure proper financial controls, cash flow management, and compliance with company financial policies.



Work closely with Corporate Finance Director to improve financial performance and profitability.



3. Sales, Marketing & Revenue Growth





Lead the hotel?s commercial strategy to maximize occupancy, ADR, RevPAR, and total revenue.



Work closely with Corporate Commercial Director and Revenue Team on pricing, distribution, and market positioning strategies.



Develop relationships with corporate clients, travel partners, event organizers, and local businesses.



Monitor market trends, competitor activities, and business opportunities.



Support sales activities and actively participate in key account development.



4. Food & Beverage Management





Oversee the performance and profitability of all Food & Beverage outlets.



Ensure food quality, service standards, hygiene, and guest satisfaction are maintained at all times.



Support menu development, promotional campaigns, and revenue-generating initiatives.



Monitor food cost, beverage cost, labor productivity, and outlet profitability.



5. People Leadership & Talent Development





Lead, coach, and develop the hotel management team and department heads.



Promote employee engagement, service culture, and leadership development.



Support succession planning and talent development initiatives.



Ensure manpower planning aligns with business requirements and productivity targets.



Work closely with Corporate HR & Training Director on recruitment, training, and organizational development.



6. Guest Experience & Brand Reputation





Champion guest satisfaction and service excellence throughout the hotel.



Monitor guest feedback, online reviews, social media sentiment, and reputation scores.



Ensure effective service recovery and complaint resolution.



Drive initiatives that enhance guest loyalty and repeat business.



7. Engineering, Asset Protection & Property Maintenance





Ensure the hotel's facilities, equipment, and assets are maintained in excellent condition.



Work closely with Engineering leadership and Vice President of Engineering on preventive maintenance programs.



Support capital expenditure planning and property improvement projects.



Ensure compliance with safety, security, and regulatory requirements.



8. Owner Relations & Corporate Collaboration





Serve as the primary operational representative between the Owner and PCL Hospitality.



Prepare and present monthly performance reviews, business updates, and improvement plans.



Maintain transparent communication with ownership regarding hotel performance and strategic initiatives.



Work closely with all Corporate Directors to ensure alignment between property execution and corporate objectives.



9. Strategic Business Development





Identify opportunities to enhance revenue, guest experience, and operational efficiency.



Support future expansion, new outlets, retail concepts, lifestyle initiatives, or owner-driven projects.



Participate in feasibility studies, business planning, and strategic growth initiatives when required.



Relations

Reports to





Chief Executive Officer (CEO)



Vice President of Operations

Works Closely With





Corporate Operations Director



Corporate Commercial Director



Corporate Finance Director



Corporate Human Resources & Training Director



Vice President of Engineering



Hotel Department Heads

External Relations





Hotel Owner and Ownership Representatives



Government Authorities



Business Partners



Key Clients and Industry Stakeholders



Suppliers and Service Providers



Replacement and Temporary Duties





Act as the senior representative of PCL Hospitality at the property level.



Support task force assignments, hotel openings, transitions, and operational improvement projects across other PCL-managed hotels when assigned.



Temporarily assume additional operational responsibilities during management vacancies or emergency situations.



Lead crisis management, business continuity planning, and emergency response when required.



Perform other duties as assigned by the CEO, Vice President of Operations, or Owner.



Key Performance Indicators (KPIs)

Financial Performance





Revenue Achievement vs Budget



GOP Achievement vs Budget



EBITDA Achievement



Payroll Cost %



Departmental Expense Control

Commercial Performance





Occupancy %



ADR



RevPAR



Market Share Growth



Direct Booking Contribution

Guest Experience





Guest Satisfaction Scores



Online Review Ratings



Complaint Resolution Effectiveness



Repeat Guest Ratio

People & Culture





Employee Engagement Score



Staff Turnover Rate



Training Compliance



Succession Planning Readiness

Operational Excellence





Quality Assurance Audit Results



Safety & Compliance Scores



Preventive Maintenance Completion Rate



Brand Standard Compliance

Owner & Strategic Initiatives





Owner Satisfaction



Timely Completion of Strategic Projects



Successful Implementation of Business Development Initiatives



Additional Note

As Canvas Hotel Pattaya is positioned as a modern lifestyle hotel, the General Manager is expected to be highly visible, commercially minded, operationally hands-on, and capable of balancing guest experience, profitability, team development, and owner expectations while supporting the long-term growth strategy of both the property and PCL Hospitality.