General Manager - Hampton by Hilton Phuket Town

General Mission

The General Manager is responsible for leading the successful pre-opening, opening, and ongoing operations of Hampton by Hilton Phuket Town, ensuring the hotel is delivered in accordance with Hilton brand standards, the Management Agreement, and PCL Hospitality's operational philosophy.

The General Manager serves as the senior representative of PCL Hospitality at the property and is accountable for all aspects of hotel performance, including operational excellence, financial performance, commercial success, guest satisfaction, asset protection, and people development.

Working closely with the Owner, Hilton Opening Team, Corporate Directors, and hotel leadership team, the General Manager is responsible for establishing a strong service culture, building a high-performing team, and positioning the hotel as one of the leading select-service hotels in Phuket.

Responsibilities and Means
1. Pre-opening Leadership
Lead and manage all pre-opening activities in accordance with the approved Pre-opening Critical Path.
Coordinate with Hilton Opening Team to ensure all brand milestones, opening requirements, and mandatory deliverables are completed on time.
Establish departmental operating procedures, Local Standard Operating Procedures (LSOPs), and service standards.
Coordinate recruitment, onboarding, training, and operational readiness of all hotel departments.
Ensure successful completion of mock operations, opening simulations, and operational testing.
Monitor project progress and opening readiness with Corporate Project Management Team and Owner representatives.

2. Hotel Operations
Direct and oversee all hotel operations, ensuring consistent delivery of Hilton brand standards and exceptional guest experiences.
Foster a culture of operational excellence, accountability, teamwork, and continuous improvement.
Monitor daily operational performance and implement corrective actions where required.
Ensure compliance with Hilton Brand Standards, PCL Hospitality policies, statutory regulations, and health & safety requirements.

3. Financial Management
Assume full responsibility for achieving the hotel's financial objectives.
Prepare and manage annual budgets, business plans, forecasts, and monthly financial reviews.
Monitor revenue, GOP, EBITDA, labor costs, departmental expenses, and cash flow.
Analyze financial performance and implement strategies to maximize profitability.
Work closely with the Corporate Finance Director to ensure effective financial control and reporting.

4. Commercial Leadership
Drive Occupancy, ADR, RevPAR, Market Share, and Total Revenue performance.
Work closely with the Corporate Commercial Director, Cluster Revenue & Distribution Manager, and Cluster Commercial Marketing Manager to implement commercial strategies.
Support revenue management, sales initiatives, digital marketing campaigns, and distribution strategies.
Build relationships with key corporate accounts, travel partners, government agencies, and local businesses.
Ensure commercial activities align with the hotel's positioning and business objectives.

5. Guest Experience & Hilton Brand Standards
Champion Hilton's service culture and Hamptonality throughout the hotel.
Ensure guest satisfaction consistently exceeds Hilton and company targets.
Monitor guest feedback, SALT performance, online reviews, and reputation management.
Lead service recovery initiatives and continuous quality improvement programs.
Ensure compliance with Hilton Quality Assurance (QA), Brand Standards, and guest experience programs.

6. People Leadership & Culture
Recruit, develop, and retain a high-performing hotel leadership team.
Promote a culture of engagement, recognition, diversity, and continuous learning.
Ensure all Team Members complete mandatory Hilton training and PCL Hospitality learning programs.
Support succession planning, leadership development, and performance management.
Work closely with the Corporate Human Resources & Training Director on talent development initiatives.

7. Engineering & Asset Management
Work closely with the Vice President of Engineering and Project Team during construction completion and hotel handover.
Monitor defect rectification, preventive maintenance planning, and operational readiness of all engineering systems.
Protect the Owner's assets through effective maintenance and asset management programs.
Ensure compliance with safety, fire life safety, environmental, and statutory requirements.

8. Owner & Hilton Relationship Management
Serve as the primary operational representative between the Owner, Hilton, and PCL Hospitality.
Maintain transparent communication with all stakeholders regarding project progress and hotel performance.
Prepare and present monthly operational and financial reports.
Participate in Owner Meetings, Hilton performance reviews, and business planning sessions.
Balance Owner expectations with Hilton brand requirements and sound hotel management practices.

9. Corporate Collaboration
Work closely with all Corporate Directors to implement company strategies and operational standards.
Support corporate initiatives, cross-property collaboration, benchmarking, and best practice sharing.
Participate in leadership meetings, strategic planning, and company development initiatives.

10. Business Development
Identify opportunities to enhance revenue, profitability, guest experience, and operational efficiency.
Develop strategic partnerships within the Phuket market.
Support future business opportunities, asset enhancement initiatives, and Owner investment projects.
Promote Hampton by Hilton Phuket Town and PCL Hospitality within the local hospitality community.

Relations
Reports Directly To
Chief Operating Officer (COO)

Strategic Oversight
Chief Executive Officer (CEO)

Works Closely With
Corporate Operations Director
Corporate Commercial Director
Corporate Finance Director
Corporate Human Resources & Training Director
Vice President of Engineering
Corporate Project Management Team
Hilton Opening Team
Hilton Regional Support Teams
Hotel Department Heads
Represents PCL Hospitality To
Hotel Owner and Owner's Representatives
Hilton Worldwide
Government Authorities
Tourism Authority and Local Community
Business Partners
Consultants, Contractors, and Suppliers

Replacement and Temporary Duties
Represent PCL Hospitality in all operational matters relating to Hampton by Hilton Phuket Town.
Lead hotel opening activities, task force assignments, and operational stabilization following the hotel's opening.
Support pre-opening, transition, or operational improvement projects at other PCL-managed hotels when assigned by the COO or CEO.
Provide leadership during emergency situations, business continuity events, or operational crises.
Perform any additional duties and strategic assignments as directed by the COO or CEO.