Hotel 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
