General Manager

POSITION SUMMARY:

The General Manager is responsible for all aspects of operations at the hotel, including day-to-day staff management and guest relations. He/She should be an ambassador for the brand and the hotel, providing leadership and strategic planning to all departments in support of our service culture, maximizing operations, and ensuring guest satisfaction. The role involves close collaboration with hotel owners and other stakeholders, managing the hotel management team (HODs) and overall hotel targets to deliver an excellent guest experience. A General Manager is also required to balance profitability with guest satisfaction measures.

GM DUTIES AND RESPONSIBILITIES:

1. Oversee the operations functions of the hotel, as per the Organizational chart.
2. Hold regular briefings and meetings with all heads of departments.
3. Ensure full compliance with hotel operating controls, SOPs, policies, procedures, and service standards.
4. Lead all key property issues including capital projects, customer service, and refurbishment.
5. Handle complaints and oversee the service recovery procedures.
6. Prepare, present, and achieve the hotel's annual Operating Budget, Marketing & Sales Plan, and Capital Budget.
7. Manage ongoing profitability of the hotel, ensuring revenue and guest satisfaction targets are met and exceeded.
8. Ensure all decisions are made in the best interest of the hotel and management.
9. Deliver hotel budget goals and set other short and long-term strategic goals for the property.
10. Develop improvement actions and carry out cost savings.
11. Maintain a strong understanding of P&L statements and the ability to react with impactful strategies.
12. Closely monitor the hotel's business reports daily and make decisions accordingly.
13. Ensure that monthly financial outlooks for Rooms, Food & Beverage, Admin & General are on target and accurate.
14. Maximize room yield and hotel/resort revenue through innovative sales practices and yield management programs.
15. Prepare monthly financial reporting for the owners and stakeholders.
16. Draw up plans and budgets (revenues, costs, etc.) for the owners.
17. Assist in the procurement of operating supplies and equipment, and contract with third-party vendors for essential equipment and services.
18. Act as the final decision maker in hiring key staff.
19. Coordinate with HODs for the execution of all activities and functions.
20. Oversee and manage all departments and work closely with department heads daily.
21. Manage and develop the hotel executive team to ensure career progression and development.
22. Be accountable for the responsibilities of department heads and take ownership of all guest complaints.
23. Provide effective leadership to hotel team members.
24. Lead in all aspects of business planning.
25. Respond to audits to ensure continual improvement is achieved.
26. Handle corporate clients and participate in new client acquisition along with the sales team as needed.
27. Assist in residential sales and development with strong sales prospects as required.
28. Safeguard the quality of operations during internal and external audits. Ensure compliance with the Occupational Health & Safety Act, fire regulations, and other legal requirements.

PREREQUISITES:

The ideal candidate is a seasoned and highly intelligent hotel professional with outstanding management skills and extensive hands-on experience. Must be available to work when needed, including weekends, holidays, and nights.

EDUCATION:

A university degree in hotel management or a related field, with experience in opening, managing, or repositioning a hotel with a clear track record. Excellent computer system skills are required.

EXPERIENCE:

At least 15 to 20 years of experience in the hospitality industry, with significant luxury and international experience, ideally including experience in remote locations. A minimum of 5 to 10 years of experience as a General Manager or Assistant General Manager is required.