APPENDIX A

PALAST ROCK HOTEL (PRH) Ltd

Job Title: General Manager

Department: General Manager (GM)’s Office

Direct Reports to: Palast Group CEO 

Functional Reports to: The Group DCEO, Group HR Manager & Group Operations Manager. 

Job Description 

Palast Rock Hotel (PRH), a subsidiary of Palast Group Ltd, is a dynamic hospitality establishment currently operating as a 3-Star hotel with a clear strategic ambition to elevate its standards toward 4-Star recognition while consistently delivering a 4 plus -Star guest experience during the process. The hotel is committed to providing professional, high-quality, and customer-centered services across accommodation, Banqueting and events, restaurants & bars, as well as wellness and recreational facilities including sauna, massage, swimming pool, gym, and sports amenities.

PRH is driven by a culture of operational excellence, continuous improvement, and exceptional guest satisfaction. Through strong teamwork, professionalism, and innovation, the hotel aims to position itself among the leading hospitality destinations, recognized for superior service delivery, strong brand reputation, and an unwavering commitment to exceeding guest expectations.

Position Summary:

The General Manager is responsible for the overall leadership, strategic direction, operational performance, financial performance, and business growth of Palast Rock Hotel.

The role provides leadership and direction to all hotel departments and ensures effective coordination of accommodation, food and beverage, conferences and events, wellness and recreational services, and supporting functions.

The General Manager is accountable for maintaining high standards of hospitality, guest satisfaction, operational excellence, financial sustainability, staff performance, regulatory compliance, and PRH brand standards, in line with the vision, objectives, and strategic direction of Palast Group.

Key Responsibilities Include but not Limited to:

Strategic Leadership & Business Management

• Provide overall leadership and strategic direction for Palast Rock Hotel.
• Develop and implement annual business plans, operational strategies, and performance objectives aligned with the hotel's strategic goals.
• Translate the hotel's strategic objectives into clear departmental priorities, targets, and action plans.
• Lead initiatives aimed at improving operational efficiency, profitability, service quality, and business growth.
• Advise the Group CEO and senior management on hotel performance, business opportunities, operational challenges, and strategic priorities.
• Represent the hotel in key business, professional, government, corporate, and stakeholder engagements.
• Promote a culture of professionalism, accountability, teamwork, innovation, and service excellence.

Hotel Operations & Service Excellence

• Provide overall oversight of the hotel's day-to-day operations and ensure effective coordination across all departments.
• Oversee accommodation, restaurants and bars, conferences, weddings and events, wellness and recreational facilities, and other hotel services.
• Ensure departments operate in accordance with approved policies, procedures, service standards, and operational requirements.
• Monitor service delivery and ensure appropriate action is taken to address operational gaps and improve efficiency.
• Monitor guest satisfaction and ensure guest complaints and service issues are addressed promptly and professionally.
• Ensure appropriate standards of cleanliness, safety, maintenance, functionality, and presentation of hotel facilities and equipment.
• Oversee the implementation of quality assurance and continuous service improvement initiatives.
• Ensure effective planning and coordination of major conferences, weddings, events, and other functions hosted by the hotel.

Financial Performance & Cost Management

• Take overall accountability for the financial performance and profitability of the hotel.
•  Review and monitor budgets, financial reports, forecasts, revenue performance, and expenditure plans.

• Monitor hotel revenues, operational costs, departmental performance, and profitability against approved targets.
• Ensure effective cost control and responsible utilization of hotel resources.
• Support the implementation of revenue optimization and business development strategies.
• Review and authorize purchases, contracts, and operational expenditures within approved authority limits.
• Work closely with the Finance & Administration Manager and Group Finance function to ensure accurate financial reporting, financial controls, and compliance.
• Monitor key financial indicators and ensure appropriate corrective actions are taken where performance is below target.

Sales, Marketing & Business Development

• Provide leadership and support in the development and implementation of sales, marketing, and revenue-generation strategies.
• Drive initiatives aimed at increasing room occupancy, food and beverage revenue, conferences, events, weddings, and other revenue streams.
• Build and maintain strong relationships with corporate clients, government institutions, travel agencies, business partners, and other key stakeholders.
• Identify new business opportunities, partnerships, and potential markets for the hotel.
• Monitor market trends, customer preferences, competitor activities, and industry developments to support the hotel's competitiveness.
• Promote the PRH brand, reputation, products, and services through appropriate business and market engagement activities.

People Leadership & Performance Management

• Provide leadership, direction, and support to Heads of Departments and hotel management teams.
• Ensure appropriate staffing levels, workforce planning, and deployment of employees in line with operational requirements.
• Ensure clear departmental objectives, performance targets, and accountability across the hotel.
• Promote staff development, coaching, training, succession planning, and employee engagement initiatives.
• Foster a professional, respectful, collaborative, and performance-oriented working environment.
• Ensure employee relations and disciplinary matters are handled fairly, consistently, and in accordance with company policies and applicable labour requirements.
• Monitor staff productivity, performance, conduct, and adherence to hotel and company standards.
• Work closely with HR to address workforce-related matters and strengthen employee performance and engagement.

Compliance, Risk Management & Internal Controls

• Ensure compliance with applicable hospitality regulations, labour laws, health and safety requirements, licensing requirements, and other legal and regulatory obligations.
• Ensure effective implementation of internal controls, risk management measures, and accountability mechanisms across hotel operations.
• Oversee hotel security, emergency preparedness, occupational health and safety, and business continuity measures.
• Ensure appropriate measures are in place to safeguard hotel assets, guests, employees, and business operations.
• Coordinate and facilitate internal and external audits, inspections, regulatory reviews, and other compliance assessments.
• Ensure timely implementation of agreed corrective and preventive actions arising from audits, inspections, or management reviews.

Management, Reporting & Governance

• Monitor departmental performance against agreed objectives, budgets, service standards, and KPIs.
• Chair regular hotel management meetings and ensure effective follow-up and implementation of agreed action points.
• Establish effective communication and coordination mechanisms across departments.
• Ensure accurate and timely operational, financial, and management reporting.
• Prepare and submit weekly, monthly, quarterly and yearly hotel performance reports to the Group CEO and/or Board of Directors as required.
• Provide management with timely information on significant operational, financial, customer, staffing, compliance, and business matters.
• Ensure proper documentation, accountability, and communication across the hotel.
• Perform any other duties assigned by the Board of Directors or Group CEO consistent with the nature and seniority of the position.

Key Performance Indicators (KPIs)

Performance shall be assessed based on, but not limited to:

• Achievement of approved hotel revenue and profitability targets.
• Room occupancy and Average Daily Rate (ADR) performance.
• Growth in revenue from accommodation, food and beverage, conferences, events, weddings, and other hotel services.
• Achievement of agreed departmental and operational performance targets.
• Guest satisfaction, customer feedback, and resolution of guest complaints.
•  Improvement and maintenance of hotel service quality and operational standards.
• Effective cost control and adherence to approved budgets.
• Timely and effective implementation of approved business and operational plans.
• Employee productivity, performance, engagement, and retention.
• Compliance with applicable legal, regulatory, safety, and hotel standards.
• Effective implementation of internal controls and corrective actions.
• Growth in corporate, institutional, travel trade, and other strategic business relationships.
• Successful execution of conferences, weddings, events, and other major hotel functions.
• Timely submission of accurate operational and management reports.
• Progress toward the hotel's strategic objectives, including its ambition to achieve 4-Star recognition and maintain a 4+ Star guest experience.

Qualifications & Experience

• Bachelor’s Degree in Hospitality Management, Business Administration, Hotel Management, or a related field.
• Master’s Degree in Business Administration (MBA) or Hospitality Management is an added advantage.
• Minimum of 7–10 years of progressive experience in hotel or hospitality management.
• At least 5 years in a senior management or leadership role within the hospitality industry.
• Strong understanding of hotel operations, financial management, customer service, and business development.
• Experience managing multi-department hotel operations including accommodation, food & beverage, events, and recreational services.
• Knowledge of hospitality industry regulations, health & safety standards, and operational best practices.

Key Competencies

• Strong leadership, people management, and team-building skills.
• Strategic planning, organizational management, and business growth orientation.
• Strong problem-solving, decision-making, and conflict-resolution abilities.
• Strong financial management, budgeting, and operational analysis skills.
• Good understanding of hotel operations, performance management, revenue optimization, and customer service standards.
• Excellent communication, negotiation, interpersonal, and stakeholder relationship-management skills.
• High level of professionalism, integrity, accountability, and commitment to quality standards.
• Ability to work under pressure, manage multiple priorities, and maintain attention to detail.

Required documents: 

• A detailed CV with 3 contacts of professional referees. 
• A one-page signed cover letter with a motivation statement in relation to the responsibilities and requirements for this position. 
• Copies of academic degree, professional training certificates, and other relevant training certificates. 
• A copy of your national ID 

How to Apply

• The deadline for submitting applications is Thursday, October 08, 2026, at 17:00 hrs Rwanda time. 
• All applicants must send their zipped documents to hr@palasthotelrwanda.com with the subject line " General Manager Position." 
• Only selected candidates for interview will be contacted.