General Manager

Job Purpose

As General Manager of Crowne Plaza -London Kingston, you will be the driving force behind the hotel's leadership, ensuring excellence in operations, financial performance, and guest satisfaction. You will implement IHGs brand vision, maximize revenue opportunities, and lead a high-performing team while maintaining a strong market presence. Your role is to create a culture of True Hospitality, ensuring an exceptional guest experience and a profitable business strategy.

Key Responsibilities

People & Leadership

• Develop programs and initiatives to enhance team engagement, aligned with IHG’s True Hospitality values.
• Drive succession planning and talent development to build future leaders within the organization.
• Establish performance goals for department heads, mentoring and coaching them for success.
• Foster a high-performance culture, ensuring team members are empowered, motivated, and supported.
• Oversee HR-related actions in line with IHG’s policies, including recruitment, training, and performance management.

Guest Experience & Brand Standards

• Ensure compliance with IHG brand standards and consistently deliver Memorable Stays for all guests.
• Drive improvement in guest satisfaction metrics (IHG HeartBeat, Medallia, online reviews) and address areas for enhancement.
• Collaborate with department heads and teams to develop guest-focused services and experiences.
• Engage with guests regularly, soliciting feedback, resolving concerns, and strengthening guest relationships.
• Promote IHG One Rewards, ensuring loyalty members receive exceptional recognition and benefits.

Financial & Commercial Success

• Develop and execute annual business plans, budgets, and forecasts to ensure revenue growth and cost control.
• Analyse financial reports (P&L, GOP, RevPAR, ADR, occupancy) to maximize profitability.
• Utilize IHG revenue management tools and distribution channels to optimize sales and market share.
• Identify and implement cost-saving initiatives without compromising service quality.
• Work with owners and stakeholders to maintain and enhance property value through capital projects and asset management.

Sales, Marketing & Business Development

• Drive market positioning by developing and executing strategic sales and marketing plans.
• Build strong relationships with corporate clients, travel agencies, and MICE (Meetings, Incentives, Conferences & Events) partners.
• Oversee revenue-driving initiatives across Rooms, Food & Beverage, and Events to maximize income streams.
• Leverage digital platforms and social media to enhance brand awareness and guest engagement.
• Represent the hotel in community events, PR campaigns, and corporate partnerships to strengthen the brand’s local presence.

Operational Excellence

• Oversee day-to-day hotel operations, ensuring seamless execution across all departments.
• Conduct regular operational audits to ensure compliance with IHG’s safety, cleanliness, and service standards.
• Foster cross-department collaboration to enhance service delivery and optimize efficiency.
• Serve as Manager on Duty (MOD) as required, leading by example in front-of-house operations.
• Ensure the hotel remains at the forefront of innovation and guest service trends.

Responsible Business & Compliance

• Champion IHG’s sustainability initiatives, reducing the hotel’s carbon footprint and promoting eco-friendly practices.
• Ensure a safe and secure environment for guests, colleagues, and hotel assets by implementing health, safety, and fire regulations.
• Act as the hotel’s public relations representative, engaging with the local community and fostering strong business relationships.
• Encourage team participation in corporate social responsibility (CSR) initiatives, driving a positive brand reputation.

Qualifications & Experience

• Bachelor’s degree in Hotel Management, Business Administration, or a related field.
• 5-10 years of hotel leadership experience, preferably within a full-service, upscale hotel or IHG property.
• Proven track record in financial performance, revenue management, and cost control.
• Strong experience in Sales & Marketing, MICE, and Food & Beverage operations.
• Proficiency in IHG systems (Hotelkey, Concerto, Winning Metrics, IHG Way of Clean, Medallia, HeartBeat, IHG One Rewards).
• Fluent in English; additional languages are an advantage.

Personal Attributes & Competencies

• Inspirational leader with the ability to motivate and develop a high-performing team.
• Strong business acumen with a results-driven approach.
• Excellent communication and relationship-building skills with guests, stakeholders, and team members.
• Strategic thinker with a problem-solving mindset.
• Passion for delivering exceptional guest experiences.
• Ability to work flexible hours, including evenings, weekends, and holidays.

Why Join Crowne Plaza & IHG?

At Crowne Plaza, we empower leaders to create seamless, business-class hospitality experiences. As part of IHG Hotels & Resorts, you’ll enjoy:
Career growth across 6,000+ IHG properties worldwide
Competitive salary and performance-based incentives
Access to IHG Academy training and leadership development programs
Exclusive IHG One Rewards travel perks
A collaborative, guest-focused culture that celebrates excellence

If you are a visionary hotel leader with a passion for delivering exceptional guest experiences, apply now and take the next step in your career with Crowne Plaza London Kingston South.