About the role

The Deputy General Manager (DGM) supports the GM in driving operational excellence and acts as the principal operational leader in the GM’s absence. The role focuses on operational departments to deliver service, quality and financial targets.

Key duties & responsibilities

• Manage daily operations of Rooms Division, F&B, Housekeeping, Security and Maintenance.
• Lead the SOP review programme; ensure brand and LQA standards are embedded.
• Personally handle escalated VIP and complex guest complaints.
• Drive cross-functional projects (renovation, system upgrades, brand audits).
• Chair the Health, Safety, Security and Environment (HSSE) committee.
• Deputize for the GM at internal and external engagements.
• Monitor labour productivity, overtime and outsourced contracts.
• Oversee duty manager roster and daily operations report.
• Drive upselling and ancillary revenue initiatives.
• Coach and develop heads of department; conduct half-yearly appraisals.

What you'll need

• B.Sc. or HND in Hospitality Management or Business Administration from an NUC/NBTE-accredited institution; MBA an advantage.
• Minimum 10 years in luxury hospitality with at least 3 years as Director of Operations / EAM / DGM.
• NIM membership; HSE Level 2; Food Safety; CHA or equivalent preferred.

Technical skills

Soft skills

Certifications

• NIM membership; HSE Level 2; Food Safety; CHA or equivalent preferred.

Key performance indicators

• Departmental flow-through ≥ 50%.
• LQA / brand audit score ≥ 85%.
• GSS > 90%; complaint resolution time < 24 hours.
• Labour cost ratio within budget ±1%.
• Zero recordable safety incidents quarter-on-quarter.

Working conditions

Shift exposure, weekend and public-holiday coverage; extensive walking and standing during property tours.

Career path

General Manager → Cluster GM.