General Manager

Job Details

Fountain Palace Hotel & Suites Naguru is seeking a commercially driven and operationally strong General Manager to lead the hotel in Naguru, Kampala, Uganda. Reporting to the Managing Director and overseeing Administration, the General Manager will own the hotel's Profit & Loss, drive occupancy and revenue growth, and position the hotel as a recognizable upscale brand through training, yield management, implementation of service standards and constant communication with the Operations Manager and Managing Directors. Competitive base salary with performance-based incentives tied to revenue and occupancy, plus housing provided. Open until filled.

Key Duties and Responsibilities

• Drive occupancy, revenue growth, and market penetration and develop and execute a comprehensive Sales & Marketing strategy.
• Conduct ongoing market analysis including competitor pricing (weekday/weekend, segment-based) and local demand trends and special events impacting occupancy.
• Build and maintain partnerships with corporate clients, NGOs and international organizations, embassies and diplomatic missions, travel agents and tour operators.
• Actively generate business through outreach, networking, and relationship management and support and lead all sales initiatives and pipeline development.
• Own and manage the hotel's Profit & Loss (P&L); contribute to annual budgeting, forecasting revenue, labor, and operating costs.
• Monitor key metrics: Occupancy, Average Daily Rate (ADR), Revenue per Available Room (RevPAR); adjust operating expenses in line with revenue performance.
• Analyze budget variances and implement corrective actions and oversee purchasing processes in line with company policies.
• Oversee all day-to-day operations including Front Office, Housekeeping, Maintenance and facilities, Food & Beverage where applicable.
• Ensure efficient, cost-effective operations aligned with upscale standards; implement and maintain SOPs and operational systems.
• Manage preventive maintenance and ensure property standards are consistently upheld.
• Ensure exceptional guest service standards across all touchpoints; train staff on service delivery, upselling techniques, and handling guest concerns.
• Personally manage and resolve escalated guest issues; monitor guest feedback (reviews, surveys) and implement improvements.
• Maintain high guest satisfaction scores and online reputation.
• Recruit, train, and manage operational and sales teams; build a sales-oriented culture across all departments.
• Train front office teams on selling techniques and promotions; set clear KPIs and hold team members accountable.
• Support employee development and succession planning and maintain a positive work environment with fair HR practices.
• Oversee the hotel's visibility across digital and offline channels and ensure strong positioning as an upscale hospitality brand.
• Manage online travel agency (OTA) presence and direct booking channels and coordinate promotional campaigns, partnerships, and brand assets.

Qualifications, Skills and Requirements

• Either a Master's Degree in Hospitality Management, Business Administration, Tourism coupled with 10 years of relevant experience in the same role (upscale or boutique preferred) OR Bachelor's degree in Hospitality Management, Business Administration, Tourism coupled with 15 years of relevant experience in the same role (upscale or boutique preferred).
• Relevant certifications in hotel or revenue management are an asset; relevant local or international certifications are an advantage.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint etc.).
• Knowledge of hotel management systems.
• Strong analytical and decision-making skills.
• Excellent written and verbal communication skills.
• Ability to work independently, prioritize, and manage multiple responsibilities.
• Ability to operate effectively in a dynamic, growth-stage environment.
• Demonstrated success in driving revenue and occupancy growth; strong commercial mindset with hands-on leadership style.
• Established network within East Africa is a strong advantage.
• High level of accountability, ownership, and execution.