Hotel Operations Director

The General Manager plays a pivotal role in overseeing all aspects of hotel operations, encompassing day-to-day staff management and guest relations. This individual serves as an ambassador for the brand and the hotel, providing leadership and strategic planning to support our service culture, maximize operations, and ensure guest satisfaction.

This position involves close collaboration with stakeholders, managing the hotel management team (HODs) and overall hotel targets to deliver an excellent guest experience. The General Manager must balance profitability with guest satisfaction measures.

• Oversee hotel operations functions, as per the Organizational chart.
• Hold regular briefings and meetings with department heads.
• Ensure full compliance with hotel operating controls, SOPs, policies, procedures, and service standards.
• Lead key property issues, including capital projects, customer service, and refurbishment.
• Handle complaints and oversee service recovery procedures.
• Pprepare, present, and achieve the hotel's annual Operating Budget, Marketing & Sales Plan, and Capital Budget.
• Manage ongoing hotel profitability, ensuring revenue and guest satisfaction targets are met and exceeded.
• Ensure decisions are made in the best interest of the hotel and management.
• Deliver hotel budget goals and set short and long-term strategic goals.
• Develop improvement actions and carry out cost savings.
• Maintain a strong understanding of P&L statements and react with impactful strategies.
• Closely monitor daily business reports and make decisions accordingly.
• Ensure accurate monthly financial outlooks for Rooms, Food & Beverage, Admin & General.
• Maximize room yield and hotel revenue through innovative sales practices and yield management programs.
• Prepare monthly financial reporting for stakeholders.
• DRAW up plans and budgets for stakeholders.
• Assist in procurement of operating supplies and equipment, and contract with third-party vendors.
• Act as final decision maker in hiring key staff.
• Coordinate with department heads for execution of activities and functions.
• Oversee and manage all departments, working closely with department heads daily.
• Manage and develop the hotel executive team for career progression and development.
• Be accountable for department head responsibilities and take ownership of guest complaints.
• Provide effective leadership to hotel team members.
• Lead in all aspects of business planning.
• Respond to audits to ensure continual improvement.
• Handle corporate clients and participate in new client acquisition as needed.
• Assist in residential sales and development with strong sales prospects.
• Safeguard operation quality during internal and external audits, ensuring compliance with Occupational Health & Safety Act, fire regulations, and legal requirements.

Requirements:

A seasoned hotel professional with outstanding management skills and extensive hands-on experience is required. Availability to work weekends, holidays, and nights is necessary.

Educational Requirements:

A university degree in hotel management or a related field, with experience in opening, managing, or repositioning a hotel and a clear track record.

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.