General Manager – Hotel, Casablanca

The General Manager leads the hotel’s strategy, people, operations and financial performance. The role protects the property’s long-term value while creating warm, consistent and locally rooted guest experiences. Based in Morocco, the General Manager builds effective relationships with colleagues, guests, owners, brand partners, suppliers and relevant local stakeholders, and ensures the hotel operates in line with applicable requirements and company standards.

Key accountabilities

Strategy and business performance

• Set the hotel’s annual business plan, operating priorities and measurable objectives with ownership and brand or management partners.
• Take accountability for revenue, profitability, cash flow, forecasting and budget discipline; review performance regularly and act on variances.
• Work with commercial leaders on pricing, distribution, sales, marketing and demand generation suited to the hotel’s market, seasonality and positioning.
• Balance short-term results with guest satisfaction, colleague capability, responsible operations and the long-term condition of the asset.
• Use market, guest and financial insights to identify risks, opportunities and practical improvement plans.

Guest experience and brand

• Be visible and accessible to guests, set clear service expectations and personally support the resolution of sensitive or escalated concerns.
• Ensure the guest journey is coordinated across reservations, arrival, rooms, food and beverage, events, wellness and departure, as applicable to the property.
• Protect brand standards while expressing the destination’s character, Moroccan culture and hospitality with care and authenticity.
• Review guest feedback and service indicators, identify recurring issues and ensure owners are assigned and follow-through is measured.

Operations and asset stewardship

• Lead the effective day-to-day operation of all hotel departments, ensuring clear accountability, operating procedures and management coverage.
• Oversee rooms, food and beverage, events, engineering, security, housekeeping, and other facilities or services present at the property.
• Maintain a safe, clean and well-maintained environment; prioritize preventive maintenance, capital needs and protection of the hotel’s physical assets.
• Ensure appropriate emergency, business continuity, incident reporting and crisis response plans are maintained, understood and periodically reviewed.
• Work with ownership on capital planning, renovation priorities and project delivery, protecting guest experience and operational continuity.

People and culture

• Build and lead a capable executive committee; set expectations, coach performance and develop succession plans for key roles.
• Create a respectful, inclusive and accountable workplace where colleagues are supported, heard and recognized.
• Ensure workforce plans, recruitment, onboarding, training, performance management and colleague engagement support the business plan.
• Promote collaboration across departments and maintain constructive communication with employee representatives where applicable.

Compliance, risk and responsible business

• Ensure the hotel maintains appropriate controls and complies with applicable Moroccan laws and regulations, permits, licenses and company policies, including employment, health and safety, food safety, fire and life safety, privacy, tax and financial controls.
• Partner with qualified local advisers and relevant authorities when needed; escalate material legal, safety, financial or reputational risks promptly.
• Oversee internal controls, purchasing, cash handling, inventory, fraud prevention and audit readiness.
• Promote responsible use of water, energy and materials, waste reduction and respectful engagement with local communities and suppliers, in line with hotel commitments.

Owner, brand and stakeholder relations

• Maintain a transparent, trusted working relationship with ownership and provide timely, accurate reporting on performance, risks and decisions.
• Coordinate with brand, management company and regional teams to align plans, standards, resources and support.
• Represent the hotel professionally with guests, business partners, tourism stakeholders and the local community.

Required qualifications and experience

• Substantial senior leadership experience in hotel operations, including General Manager experience or comparable responsibility in a complex, full-service hotel; luxury or upscale experience is strongly preferred.
• Fluency in Arabic, French and English is essential. The successful candidate must be able to lead meetings, communicate with guests and stakeholders, and handle operational matters confidently in all three languages.
• Demonstrated ability to deliver sound financial results while maintaining service quality, colleague engagement and asset standards.
• Experience leading multi-disciplinary teams, developing senior talent and building a strong service culture.
• Strong commercial judgment, financial literacy, negotiation skills and confidence presenting performance and plans to ownership.
• Practical understanding of hotel safety, risk management, compliance and operational controls; ability to work effectively with local experts on Moroccan requirements.
• Comfortable using hotel systems and performance data, including property management, revenue, finance and guest feedback tools.
• Bachelor’s degree in hospitality management, business or a related discipline preferred; equivalent relevant experience may be considered.