General Manager

General Manager | Mercure Townsville

Lead a thriving hotel. Shape its next chapter. Live the tropical lifestyle.

An exciting opportunity has arisen for an experienced General Manager to lead Mercure Townsville, a well-established hotel set within lush tropical gardens, a true oasis in North Queensland.

With the hotel entering a staged refurbishment, this role presents a unique opportunity to lead the property through its next phase of renewal, building on a stable and committed team and a strong operational foundation. You will take a hands‑on role in elevating the guest experience, championing refreshed accommodation and food and beverage offerings, and positioning the hotel as a standout destination for events and travellers alike.

This is a leadership role for a commercially minded, people‑focused hotelier who enjoys being visible on the floor, connected to their team, and proud of the product they deliver.

About the Role As General Manager, you will have full responsibility for the hotel’s performance across operations, people, guest experience, and financial outcomes. You will lead all departments including Front Office, Housekeeping, Food & Beverage, Conference & Events, Sales, and Maintenance, while maintaining brand standards and driving continuous improvement.

A key focus of the role will be bringing the hotel’s refurbishment to life, ensuring it becomes a destination experience and a point of pride for both guests and locals. You will work closely with owners and support teams, balancing strategic leadership with a practical, hands‑on approach.

What you'll be doing Operations & Guest Experience

Lead day‑to‑day hotel operations, ensuring seamless delivery across all departments

Create a warm, consistent and memorable guest experience

Actively manage guest feedback, reviews and service recovery

Anticipate guest needs and introduce innovative service offerings

Leadership & Culture

Lead a stable, engaged leadership team and broader hotel workforce

Foster a collaborative, inclusive and performance‑driven culture

Recruit, coach and develop future leaders

Be a visible, approachable leader across the property

Commercial & Financial Performance

Own the hotel’s P&L, budgeting, forecasting and cost control

Drive revenue performance across rooms, food & beverage, events and ancillary streams

Monitor financial results and adjust strategies to maximise profitability

Support capital planning linked to the refurbishment program

Sales, Marketing & Community

Strengthen the hotel’s market presence through targeted sales and marketing initiatives

Build strong relationships with local businesses, corporates and community partners

Represent the hotel at industry and community events

Identify new revenue opportunities through events, packages and partnerships

Compliance & Asset Care

Ensure compliance with WHS, employment legislation and brand standards

Oversee maintenance programs, asset protection and sustainability initiatives

Manage audits, inspections and risk controls

Work with the project manager to complete the refurbishment of the hotel.

About You

Proven experience as a General Manager, Hotel Manager or senior hotel leader

Strong operational knowledge with a passion for Food & Beverage/Events

Commercially savvy with solid P&L and financial management experience

A people‑first leader who builds trust, stability and accountability

Hands‑on, adaptable and comfortable leading through change

Experience working within franchise or management agreement environments

Opera or similar PMS experience preferred

Local market knowledge or strong community engagement skills highly regarded

Why You’ll Love This Role

Work in a tropical garden oasis, not a concrete CBD tower

Lead a hotel entering an exciting refurbishment and renewal phase

Inherit and grow a stable, loyal and experienced team

Play a key role in the refurbishment and repositioning of this iconic hotel

A senior leadership role with real influence and visibility

Enjoy the lifestyle benefits of North Queensland living

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