Job Title: Hotel General Manager

Salary: £65,000 to £80,000

Contract Type: Full Time, Permanent

Hours: 39 hours per week

This role is based on-site at Langdale Hotel and Spa, Ambleside, LA22 9JD.

Please note, regretfully we are unable to offer visa sponsorship for our roles

Role Summary

The Hotel General Manager will be responsible for the operational performance of our 52-Bedroom Langdale Hotel, 16 Bedroom Brimstone Hotel, the Brimstone Spa, Langdale Fitness & Leisure Club, Stove Restaurant and Wainwrights Inn, collectively known as the Hotel Operations.

Representing the Hotel Operations in Langdale on the Executive Team, you will lead, direct and inspire the hotel management team and their line reports, ensuring that all departments are aligned and motivated to deliver the core company values of Langdale. Recruiting, training and retaining the very best Staff (Our People), to deliver a superior and consistent quality guest experience (Our Customer & Quality), whilst delivering superior profitability (Our Profit).

Key Responsibilities

Commercial Delivery

Strives to incrementally influence key hotel performance measures e.g., Occupancy %, ADR, REVPAR & TREVPAR in the delivery of profitable revenue streams.

Focuses attention on commercial activity to positively influence the achievement of the forecast and annual business plan and budget. Develops and maintains positive relations with clients, with particular emphasis on the Lodge Owner community. Negotiates new and incremental commercial business with explicit concern for revenue and profit impact.

Works closely with the Commercial team in the delivery of their Service Level Agreement.

This will include:

• Creative tactical sales & marketing activity to support the achievement of the revised Forecast and Annual Hotel Business Plan and Budget

• Coordinating Hotel related PR activity.

• Optimising the performance of all Hotel marketing initiatives.

• Focus attention on optimising Lodge Owner as well as Hotel Guests engagement with Hotel services.

• Understanding lodge owner and sleeper diner conversion stats and implementing creative solutions to improve performance.

Forecasting, Annual Business Planning, and Objectives

To lead the monthly hotel forecasting process, liaising strongly with the Commercial and Finance functions, with particular emphasis on the three and six months ahead, in the creation of a rolling 12-month forecast.

To produce the Annual Hotel Business Plan and Budget, focusing contribution on actions to influence standards and profitability, with accountability, success criteria and time scales being clearly stated.

Works closely with the Finance department in the delivery of their Service Level Agreement.

This will include:

• Focusing attention on commercial and operational actions in the stimulation of revenue and the control of costs to positively influence the achievement of the forecast, annual business plan and budget.

• Development of Hotel Business Objectives and KPI’s covering the four core company values, Our People, Our Customer, Our Quality and Our Profit.

• Accountability through structured management of performance for all Direct Reports and their teams.

Reporting

Provides reports on a regular and timely basis. Reporting proactively on risks and opportunities significant to the Forecast, Hotel Business Plan and Budget, focusing on actions being taken, in order to create the required insight for the company. This requires an inclusive management approach in the key business meetings and written reports, utilising a Balanced Scorecard in the focus on performance.

This will include:

• Leading relevant Daily, Weekly and Monthly Meetings.

• Joining other local community networking meetings e.g. Hoteliers

• Participate in various ‘Working Parties’ from time to time

• Participate in quarterly board meetings

• The production of written reports

• Monthly hotel performance report and Balance Scorecard

• Other meeting attendance and reporting that will be required from time to time

Collaboration with Departments

Internal Business Control

Continuously analyses actual hotel and departmental performance against budget, forecast and previous year, paying particular attention to Revenue, GOP, NOP, and Payroll. Demonstrates a proactive approach to deviations from the Hotel Business Plan, Forecast and Budget.

Monitors financial systems for adherence to the Forecast, Annual Hotel Business Plan and Budget, and to the Langdale Accounting Policies and Procedures. Maintains business control to ensure that all revenues and profits are maximised.

The internal business control responsibilities include but are not limited to, the knowledge and use of:

• The management of Health & Safety in the hotel and legal requirements

• Forecasting revenue levels with the commercial team

• The annual Internal Control Questionnaire (ICQ).

• The development of short term and long term financial and operational plans for the Hotel through the commercial and operational teams.

• Current on business trends and local activities

• Hotel performance against forecast, budgets, and the monitoring financial statements

Human Resources

Ensures relevant departments are effectively staffed and motivated to deliver consistently high levels of guest service. Demonstrates a participative and ‘hands-on’ management style that promotes the development of Our People, ensuring that the hotel business objectives are achieved.

Works closely with the People and Culture Team in the delivery of their Service Level Agreement.

This process will be facilitated by ensuring the following communications and training meetings are in place:

• Company and departmental inductions

• Job chats and probationary reviews

• Relevant department skills training

• Personal business objective setting and monitoring

• Six monthly and annual motivational appraisals for direct reports

• Appropriate training and development for the team

• Staff consultative committee meetings

• Health & Safety meetings

• Departmental meetings

• Regular update meetings with Direct Reports

Continuous Improvement

Product And Service Quality

Monitors guest feedback data, social media feedback, distribution channel feedback quality scores, third-party audit visits, and other reports. Responding as appropriate and communicating feedback to all staff. Develops and ensures that the agreed Langdale operating standards are in place and maintained.

Monitors and maintains the Hotel's product quality and service standards as specified by the Standard Operating Procedures within Langdale.

The product and service quality control responsibilities include but are not restricted to, the knowledge and use of:

• Utilising Guest Review data as a tool for continuous improvement, and leading and managing these outcomes

• Consistent response to and delivery of guest satisfaction

• Proper handling of Guest complaints

• Bedroom and public area quality checks

• Participation with the management team in the development of new initiatives which result in an increased level of guest satisfaction and operational excellence

Property Management

Works closely with the Facilities department in the delivery of their Service Level Agreement.

Given the available resources, maximises the physical product quality, protects and maintains the physical asset both internally and externally. Making recommendations for improvement where appropriate.

Ensures that preventative maintenance systems and procedures are in place and audited, that ensure the regular and timely maintenance of the bedrooms, public areas, health and fitness facilities, and the external grounds.

Life Safety

Remains alert to potential threats to life, safety and security of employees and guests. Particular emphasis on the application of the Health & Safety policy, the Fire Management System and Food Safety Systems including Allergens Management.

Ensuring that Company Crisis Management Procedures are in place.

Works closely with the Safety and Compliance Officer in the delivery of Service Level Agreement.

Our Ideal Candidate

Qualifications & Experience:

• Qualifications: A bachelor’s degree in hospitality management, Business Administration, or Hotel Management is highly preferred.

• Operational Background: Several years of experience working as a Hotel General Manager.

• Leadership Experience: Prior roles as a Hotel General Manager, Deputy General Manager, Assistant General Manager, or Department Head.

• Financial & Strategic Experience: Demonstrated ability to manage budgets, set revenue targets, and improve operational efficiency.

Personal Attributes:

• Emotional Intelligence and Empathy: Must understand and manage their own emotions while empathising with guests and staff, fostering a positive work environment.

• Exceptional Leadership and Decisiveness: The ability to motivate teams, delegate effectively, and make confident, timely decisions, even under high pressure.

• Strong Communication and Listening Skills: Clear, respectful communication is essential for fostering a collaborative team and resolving conflict.

• Adaptability and Flexibility: Must be able to shift priorities quickly in a fast-paced environment.

• Strategic Thinking and Creativity: A forward-thinking mindset is necessary to improve operational efficiency, increase revenue, and differentiate the hotel from competitors.

• Resilience and Calm Under Pressure: The ability to remain calm and professional while managing emergencies, guest complaints, and high-stress situations.

• Passion and Customer-Centricity: A genuine desire to serve others, ensuring that every detail contributes to exceptional guest experiences.

• Financial Acumen and Business Sense: Understanding key performance indicators (KPIs), profit and loss statements, and revenue management.

• Collaborative: An ability to work with other teams to achieve common goals, being able to compromise effectively.

What We Offer

• Be our guest with a yearly complimentary stay in our Langdale hotel, B&B rate for one night.

• Get fit for free with complimentary access to our Fitness and Leisure Facilities.

• Get fed for free with meals available in our staff canteen.

• Get recognised with a chance to win cash prizes through Guest Nominations and for colleagues voting you a Langdale Superstar.

• Get a bonus of up to £300.00 with out Refer a Friend scheme.

• Get support with access to our confidential and impartial Employee Assistance Program (EAP) supported by our team of trained Mental Health First Aiders.

• Get it for less with staff discounts in Wainwrights Inn, Brimstone Spa, Brimstone Hotel and Stove Restaurant alongside external discounts such as Kendal Physio, Windermere cruises and B&Q trade.

• Get security after 6 months of service, you will gain enhanced Sick Pay and Life cover up to twice your salary.

Equal Opportunity Employer

Langdale is an equal opportunity employer. We encourage applications from candidates of all backgrounds and experiences. We're committed to fostering an inclusive workplace where unique backgrounds, perspectives, and talents flourish. Our dedication to diversity fuels innovation, ensuring we remain at the forefront of our industry. Join us and be a part of a team that celebrates differences, creating a brighter, more diverse future together.

Working conditions

This role is based on-site at Langdale Hotel and Spa, Ambleside, LA22 9JD.

Relocation support may be available for exceptional candidates.

All candidates must have the legal right to live and work in the UK at the start of employment.

Company overview

Set in the heart of the English Lake District and surrounded by breath-taking scenery the Langdale Estate offers a choice of luxury hotel, self-catering and timeshare accommodation, spa experiences and therapies, restaurant, and bar.

At Langdale we pride ourselves on giving our guests an exceptional service and so we want people who want to make a difference, who care about creating a guest experience that is unique and memorable.

Purpose, vision & values

• Timeshare owners and Guests should be at the centre of everything that we do.

• Our people are important, and we should aim to do our very best by them at all times.

• It is incumbent upon us all to ensure that the business is sustainable so that it can deliver the owners needs and ensure that our people prosper.

• The natural environment and our communities are central to our thinking at all times.