General Manager – NH Milano Congress Centre Nouveau

What will be your mission?

As a General Manager, you will lead all aspects of the hotel, ensuring operational excellence, profitability, guest and team member experience, and brand compliance.

What will you do?

• Act as the visible leader of the hotel, fostering a team and guest-centric culture of excellence and accountability throughout the hotel.
• Directly responsible for the full management and performance of the hotel, ensuring operational efficiency, quality, and alignment with corporate objectives.
• Oversee and support the full operation and profitability of the hotel.
• Achieve the expected results in terms of the KPIs included in the Hotel Balanced Scorecard.
• Anticipate business risks and opportunities, activating timely strategic and operational responses.
• Identify and proactively raise opportunities for growth.
• Manage and coordinate the implementation of the corporate policies and projects together with the correspondent central teams (CRM & Loyalty, Brand Strategy, PR & Communication, Quality, Sustainable Business, etc.).
• Act as the primary relationship owner and first point of contact for the hotel owner, building long-term trust, aligning expectations, proactively managing communication, and addressing issues to protect performance and partnership value. Coordinating the strategies and actions, when needed, with the different central services areas that could be involved.
• If required, representative when it comes to participation in local networking, associations, internal/ external meetings and industry forums.
• Ensure compliance with legal, health & safety and regulatory requirements and standards (e.g. licenses, fire safety, legionella).

Revenues

• Actively drives revenue growth for the hotel, working in close partnership with Sales and Revenue teams to generate demand, optimize commercial strategies and maximize market opportunities so that the Hotel achieves Budget Sales target & Market penetration KPI´s
• Demonstrate deep and continuous awareness of the competitive set, with strong understanding of competitors’ positioning, products, services and strategies.
• Review and challenge sales and pricing strategies to ensure alignment to ensure strong market positioning and alignment with Area/Market business priorities.
• Be accountable for the performance of the hotel’s commercial visibility, including the website, OTAs, digital presence and local marketing initiatives.
• Identify and secure local partners, alliances and initiatives that directly contribute to revenue generation and brand exposure.

Quality

• Own the end‑to‑end guest experience of the hotel, acting as the ultimate accountable leader for service excellence, brand delivery and guest satisfaction.
• Translate brand standards, guest feedback and quality KPIs into concrete actions that continuously enhance experiences, reputation, loyalty and repeat business.
• Reach on an annual basis the Hotel targets on Quality & GHA members

People

• Build, lead and develop a strong and diverse leadership team, ensuring leaders at all levels are equipped, accountable and role‑model the desired culture, behaviors and performance standards.
• Own the full team member lifecycle within the hotel, ensuring attraction, selection, onboarding, development and retention of talent, while actively contributing to internal succession and talent pipelines.
• Drive high levels of performance, engagement and accountability across the hotel, proactively addressing absenteeism and turnover through targeted action plans.

Finance

• Review the P&L of their hotel and support in establishing corrective measures to achieve the Hotel Ebitda Targets.
• Review forecasts and financial projections in line with corporate timelines.
• Responsible of the approved capex execution as well as to submit the future capex needs for the Hotel to be approved.

Decision Scope:

• Own their hotel end-to-end performance, for operational and financial results within the budgetary framework defined by the company.
• Decision Rights & Escalation Framework*:

• Revenues: adjust operational and commercial levers to reach the hotel targets; escalate if necessary.
• People: Labor Management of their own hotel within defined decision rights and escalate high-impact cases.
• Finance:

• Propose and implement improvements that lead to improve the hotel operation, ensuring efficient resource allocation and supporting the financial and quality objectives of the hotel.
• P&L / EBITDA deviation: Proposes to the Market Director/SVP Operations corrective measures, executes them, and oversees their financial impact.
• Capex: Oversee execution to ensure approved annual investments are delivered within approved timelines and scope, escalating any risk of delay to the Market Director/SVP Operations in Europe and General Director of Operations in Americas.

*Please, access the updated approval limits available within the Digital Knowledge Workplace.

Core Functions:

• Revenues: Work with the revenue manager and sales team to implement commercial strategies, ensuring effective oversight of the hotel’s marketing, digital presence and social media performance.
• Quality: Ensure brand quality standards and SOPs. Optimize lean workflows. Create guest experiences promoting guest satisfaction, aligned with brand and loyalty compliance.
• People: Lead the whole team member life cycle within the hotel, attracting and developing them, ensuring strong performance and engagement, and building talent pipelines.
• Finance: Financial Performance, P&L & Business Results: Own P&L delivery and activate corrective playbooks. Propose Capex opportunities and oversee execution under investment governance.

Reporting Structure:

• Reports to the Market Director or SVP Operations in Europe, and to the General Managing Directors in Americas.
• Leads the hotel team.

What are we looking for?

• At least 2 years of experience in a senior hotel leadership role (e.g. General Manager, Hotel Manager, Deputy Hotel Director or similar), managing complex operations and diverse teams

• Strong financial and commercial acumen, with solid P&L management and revenue-driving experience

• Strategic mindset with the ability to make high-impact decisions and drive business performance

• Strong leadership capabilities, with a track record of building, engaging and developing high-performing teams

• Excellent stakeholder management skills, including ownership and corporate relations

• Solid understanding of hotel operations, guest experience and brand standards

• International experience is highly valued

• Fluent in English and local language; additional languages are a strong asset

• Degree in Hospitality Management, Business Administration or related field

Compensation

Gross annual salary starting from 65K.

Compensation will be commensurate with the candidate's experience, skills and level of seniority.

Why choose us?

At Minor Hotels Europe & Americas, we are committed to supporting internal development and mobility, enabling our team members to grow professionally within the group, either within the same country or internationally.

We provide a people-centred environment where learning, wellbeing and mobility are real and supported opportunities, aligned with both individual career paths and business needs.

What you can expect

Competitive conditions

• Salary aligned with your experience, responsibilities and local market conditions.

• Bonus or incentive schemes, depending on the level of the position.

• Additional local benefits such as meal vouchers, staff canteen

Career development opportunities with national and international challenges across hotels and brands.

A wide range of training and development programmes through Minor Hotels University, supporting internal growth and professional mobility.

Wellbeing initiatives

Team member recognition programmes, including Memorable Dates.

The opportunity to contribute to sustainability and volunteering initiatives, making a positive impact beyond our hotels.

Team member rates and promotions, offering discounted rates in our hotels around the world and exclusive benefits through our corporate loyalty programme.

Senior leadership roles benefit from a more comprehensive mobility framework, supporting both business priorities and long-term careers within the group. For national or international appointments, support may include:

• Relocation and housing support during the transition phase.
• Moving and travel assistance, according to the type of assignment.
• Tailored international allowance packages for long-term assignments.
• Support for family needs, where applicable and covered by policy.
• Structured return, localization or onward-mobility planning, ensuring career continuity.

Mobility at this level is designed as a strategic step within a broader leadership journey at Minor Hotels.

If you are looking for your next professional challenge and are open to mobility, this opportunity allows you to continue growing within Minor Hotels, supported by clear conditions, structured processes and a long-term career perspective.

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