Cluster General Manager

The Cluster General Manager is responsible for the overall leadership, operational performance, commercial results, guest experience, and financial delivery of the hotels within the Makkah cluster. The role provides strategic and operational leadership to the Hotel General Managers and their leadership teams, ensuring each property delivers against its business plan while maintaining the required brand, service, quality, safety, and regulatory standards. Given the unique dynamics of the Makkah market, the role requires strong experience in managing highly seasonal operations, Ramadan and Hajj periods, religious tourism, B2B and B2C segments, tour operators, large groups, and rapidly changing demand patterns. Key Responsibilities 1. Cluster Leadership & Operations • Provide overall leadership and direction to all hotels within the Makkah cluster. • Lead, coach, and hold Hotel General Managers accountable for operational and financial performance. • Ensure consistent execution of company standards, policies, SOPs, and service standards across all properties. • Identify opportunities to consolidate resources, improve productivity, and create operational efficiencies across the cluster. • Conduct regular hotel reviews and ensure agreed action plans are implemented within established timelines. • Ensure effective preparation and operational readiness for peak periods, particularly Ramadan and Hajj. 2. Financial Performance • Take overall accountability for cluster revenue, GOP, NOP, cash flow, and profitability. • Ensure each hotel delivers against approved budget, forecast, and owner expectations. • Review monthly financial performance and challenge significant variances against budget, forecast, and prior year. • Drive cost optimization without compromising guest experience, safety, or asset standards. • Ensure appropriate workforce productivity and manning levels based on business volumes and operational requirements. • Support the annual budgeting process and monthly rolling forecasts. 3. Commercial & Revenue Performance • Work closely with Commercial, Sales, Revenue Management, E-Commerce, and Marketing teams to maximize revenue and market share. • Monitor occupancy, ADR, RevPAR, market penetration, segment mix, booking pace, and competitive positioning. • Ensure commercial strategies reflect Makkah's unique demand patterns and religious calendar. • Drive stronger performance across direct, B2B, B2C, OTA, corporate, wholesale, and group segments. • Challenge underperforming hotels and ensure timely commercial recovery plans are implemented. • Support development of strategic relationships with key travel partners, tour operators, government entities, and major accounts. 4. Guest Experience & Quality • Establish a strong guest-centric culture across the cluster. • Monitor guest satisfaction, online reputation, complaints, service recovery, and quality audit results. • Ensure Hotel General Managers implement corrective actions for recurring service issues. • Drive consistency in service delivery while recognizing the different positioning and guest profiles of each hotel. • Regularly inspect properties and ensure operational, cleanliness, maintenance, and presentation standards are maintained. 5. People & Leadership • Build a strong leadership culture and develop a high-performing team across the Makkah hotels. • Coach and develop Hotel General Managers and Executive Committee members. • Ensure succession plans are established for critical leadership positions. • Work with Human Resources to improve employee engagement, retention, productivity, and Saudization. • Promote cross-property development and internal mobility where appropriate. • Ensure performance management is consistently applied across the cluster. 6. Asset & Property Management • Ensure hotels are maintained to appropriate operational and physical standards. • Review preventive maintenance, capital expenditure requirements, lifecycle replacements, and refurbishment priorities. • Work with Engineering and corporate functions to ensure critical technical and asset issues are addressed promptly. • Protect the long-term value of the assets while balancing immediate operational and financial priorities. 7. Owner & Stakeholder Management • Maintain professional and constructive relationships with hotel owners and key stakeholders. • Support senior management in owner meetings, business reviews, lease discussions, capital planning, and strategic initiatives. • Ensure accurate, transparent, and timely reporting of hotel performance and material operational matters. • Represent the company professionally with government authorities, business partners, and other external stakeholders. 8. Governance, Risk & Compliance • Ensure full compliance with Ministry of Tourism requirements and all applicable Saudi regulations. • Ensure hotels maintain required licenses, permits, Civil Defense approvals, and statutory certifications. • Maintain strong standards in Fire & Life Safety, security, food safety, hygiene, and emergency preparedness. • Ensure appropriate internal controls and adherence to company procurement, finance, HR, and operational policies. • Escalate material operational, financial, reputational, legal, or safety risks promptly. Key Performance Indicators Performance will be measured against a balanced set of financial and operational KPIs, including: • Revenue vs. Budget / Forecast / Prior Year • GOP and NOP performance • Occupancy, ADR and RevPAR • Market Share / RGI • Forecast accuracy • Payroll and productivity ratios • Guest satisfaction and online reputation • Quality and operational audit scores • Employee engagement and turnover • Saudization and talent development • Health, Safety and regulatory compliance • Execution of agreed strategic initiatives and action plans Qualifications & Experience • Bachelor's degree in Hospitality Management, Business Administration, or a related discipline. • Minimum 12 -15 years of progressive hotel management experience, including significant experience as a Hotel General Manager. • Previous multi-property, Area GM, Cluster GM, or equivalent leadership experience strongly preferred. • Strong experience managing large-scale or high-volume hotel operations. • Previous Makkah and/or Saudi Arabia experience is highly preferred. • Strong understanding of the Makkah hospitality market, including Ramadan, Hajj, Umrah, religious tourism, groups, and tour operator business. • Demonstrated track record of improving profitability, commercial performance, guest satisfaction, and operational effi