General Manager

Responsibilities:

Strategic Leadership and Business Management:

• Develop and implement business strategies, policies, and operational plans aligned with the company's goals and objectives.
• Provide overall leadership and direction to ensure the effective management of the organisation.
• Set business priorities, departmental targets, and performance expectations.
• Identify opportunities for business expansion, increased profitability, and market growth.
• Advise management on business performance, operational challenges, and strategic opportunities.
• Drive organisational growth and ensure the company's competitiveness within the travel and tourism industry.

Operations and Administrative Management:

• Oversee the company's daily operations to ensure efficiency, productivity, and quality service delivery.
• Ensure smooth coordination across departments, including sales, marketing, customer service, reservations, ticketing, and administration.
• Develop and implement operational policies, procedures, and standard operating procedures (SOPs).
• Monitor operational activities to ensure compliance with company policies and industry requirements.
• Identify operational gaps and implement improvements to enhance efficiency and reduce costs.
• Ensure that travel bookings, tour arrangements, hotel reservations, and other services are delivered accurately and within agreed timelines.

Financial Management and Business Performance:

• Oversee the company's financial performance in collaboration with the finance or accounts team.
• Develop and monitor departmental budgets, operational expenses, and revenue targets.
• Monitor cash flow, profitability, cost management, and financial performance.
• Identify opportunities to increase revenue and improve business profitability.
• Review financial and operational reports and take corrective actions where necessary.
• Ensure effective utilization of company resources and accountability across departments.

Business Development and Revenue Growth:

• Work closely with the Business Development and Marketing teams to drive customer acquisition and revenue growth.
• Support the identification of new business opportunities, corporate clients, and strategic partnerships.
• Oversee the development and execution of sales strategies and business growth initiatives.
• Monitor sales performance and ensure departments work towards agreed revenue targets.
• Explore opportunities to expand the company's travel packages, holiday tours, flight bookings, hotel reservations, and corporate travel services.
• Build and maintain relationships with key clients, business partners, airlines, hotels, and other industry stakeholders.

Human Resource and Team Management:

• Provide leadership, supervision, and direction to departmental heads and employees.
• Establish clear roles, responsibilities, and performance expectations across departments.
• Monitor employee productivity and ensure accountability for assigned responsibilities.
• Participate in recruitment, onboarding, training, and staff development activities.
• Conduct regular performance reviews and implement improvement plans where necessary.
• Foster a positive, collaborative, and performance-driven work environment.
• Identify staffing and training needs to strengthen organisational capacity.

Customer Experience and Service Delivery:

• Ensure the company consistently delivers excellent customer service across all service channels.
• Establish and monitor customer service standards and procedures.
• Address escalated customer complaints and ensure timely resolution of service-related issues.
• Monitor customer feedback, satisfaction, retention, and repeat business.
• Ensure that employees provide accurate travel information and professional assistance to customers.
• Implement strategies to improve customer experience and strengthen the company's reputation.

Compliance, Risk Management and Business Reporting:

• Ensure the company operates in line with applicable business regulations, industry standards, and internal policies.
• Identify operational, financial, and business risks and implement appropriate control measures.
• Monitor compliance with internal procedures and service delivery standards.
• Prepare and present regular management reports on business performance, revenue, operations, staffing, and departmental activities.
• Provide management with insights and recommendations to support informed business decisions.
• Ensure proper documentation and record-keeping across business operations.

Requirements:

• HND in Business Administration, Business Management, Marketing, Hospitality Management, Tourism Management, or a related field.
• A Master's degree or relevant professional certification in management or business administration is an advantage.
• Minimum of 5 years' relevant professional experience in business management, operations, administration, or a related leadership role.
• Proven experience managing teams, supervising departmental operations, and driving business performance.
• Experience in the travel and tourism industry, hospitality, or service-based business is an advantage.
• Strong leadership, strategic planning, organisational, and decision-making skills.
• Good understanding of business operations, financial management, budgeting, and performance monitoring.
• Excellent communication, negotiation, interpersonal, and problem-solving skills.
• Ability to develop business strategies, manage resources, and drive organisational growth.
• Proficiency in Microsoft Office and relevant business management tools.
• Ability to work under pressure, manage competing priorities, and deliver results.

Key Performance Indicators (KPIs)

Performance will be assessed based on:

• Achievement of overall company revenue and profitability targets.
• Efficiency and effectiveness of daily business operations.
• Achievement of departmental targets and organisational objectives.
• Improvement in employee productivity and departmental performance.
• Customer satisfaction, retention, and repeat business.
• Successful implementation of operational policies and procedures.
• Effective cost management and utilisation of company resources.
• Growth in the company's customer base and market presence.
• Timely and accurate submission of management and performance reports.
• Effective management of business risks and compliance requirements.

Compensation and Benefits:

• Monthly Salary: Negotiable, based on experience and qualifications.
• Performance-based incentives, subject to company policy.
• Professional development and career growth opportunities.
• Opportunity to lead and influence the growth of a travel and tourism business.
• A collaborative and performance-driven work environment.