Cluster General Manager

About the Role

Elaf Group is seeking a Cluster General Manager to oversee the overall leadership, operational performance, commercial results, guest experience, and financial delivery of hotels within the Makkah cluster. This full-time role is based in Makkah, Saudi Arabia, and requires strong experience in managing highly seasonal operations, including the Ramadan and Hajj periods, religious tourism, B2B and B2C segments, tour operators, large groups, and rapidly changing demand patterns unique to the Makkah market.

Key Responsibilities

• Provide overall leadership and direction to all hotels within the Makkah cluster, ensuring consistent execution of company standards, policies, and service standards.
• Lead, coach, and hold Hotel General Managers accountable for operational and financial performance, identifying opportunities for resource consolidation and operational efficiencies.
• Take overall accountability for cluster revenue, GOP, NOP, cash flow, and profitability, ensuring each hotel delivers against approved budgets and forecasts.
• Work closely with Commercial, Sales, Revenue Management, E-Commerce, and Marketing teams to maximize revenue and market share, monitoring key performance indicators and implementing commercial recovery plans.
• Establish a strong guest-centric culture, monitoring guest satisfaction, online reputation, and quality audit results, and ensuring corrective actions for service issues.
• Build a strong leadership culture and develop high-performing teams, coaching General Managers and Executive Committee members, and establishing succession plans.
• Ensure hotels are maintained to appropriate operational and physical standards, reviewing preventive maintenance, capital expenditure requirements, and refurbishment priorities.
• Maintain professional relationships with hotel owners and key stakeholders, supporting senior management in meetings and ensuring accurate reporting of performance.
• Ensure full compliance with Ministry of Tourism requirements and all applicable Saudi regulations, maintaining strong standards in Fire & Life Safety, security, and food safety.

Role Expectations

The Cluster General Manager is expected to operate with a portfolio mindset, balancing the performance of individual hotels with the overall interests of the Makkah cluster and the Elaf Group. This position requires creating clear accountability at the property level while leveraging cluster synergies, strengthening commercial performance, improving operational efficiency, developing leadership capability, and ensuring sustainable profitability across the portfolio.

Key Performance Indicators

• Revenue vs. Budget / Forecast / Prior Year
• GOP and NOP performance
• Occupancy, ADR, and RevPAR
• Market Share / RGI
• Guest satisfaction and online reputation
• Employee engagement and turnover
• Saudization and talent development

Qualifications and Experience

• A minimum of 10 years of experience in hotel management.
• Demonstrated experience in managing highly seasonal operations, including Ramadan and Hajj periods.
• Proficiency in managing religious tourism, B2B and B2C segments, tour operators, and large groups.
• Ability to adapt to rapidly changing demand patterns within the Makkah market.

Work Environment

This role is primarily an indoor position, requiring 5 working days per week with 2 days off. The standard working hours are 8 hours daily.