Deputy General Manager – Luxury Hotel

About the role

The Deputy General Manager will support the General Manager in leading a 5‑star, Relais & Châteaux, 2‑Michelin‑Key resort. This senior position ensures the highest standards of luxury, guest service and operational excellence across all hotel and golf club functions.

Key responsibilities

• Lead day‑to‑day operations across all departments, driving guest satisfaction, productivity and profitability.
• Act as the decision‑maker in the General Manager’s absence, maintaining seamless business continuity.
• Oversee service standards in all outlets, ensuring strict adherence to SOPs and professional team presentation.
• Handle guest communications, complaints and queries with professionalism and thorough follow‑up.
• Monitor and continuously improve the guest experience to exceed 5‑star and Relais & Châteaux expectations.
• Drive operational performance through efficient roster scheduling, resource planning and commercial objective achievement.
• Promote a strong revenue and upselling culture through training, team engagement and execution.
• Collaborate with events and F&B teams to enhance overall guest experience.
• Review monthly financial performance, budgets and key performance indicators.

Required profile

• Extensive experience in senior management within 5‑star luxury hotel or resort environments.
• Proven ability to lead large, multi‑disciplinary teams and deliver exceptional guest experiences.
• Strong commercial acumen with a focus on profitability and revenue growth.
• Excellent communication and problem‑solving skills, able to handle high‑pressure situations.
• Commitment to upholding luxury quality benchmarks and brand standards.

Required skills