General Manager

JOB DESCRIPTION

RESPONSIBILITIES

Operational Leadership and Compliance

• Operational Excellence: Lead the daily operations of all hotel departments, ensuring alignment with 5-star service standards. Promote operational excellence across Front Office, Housekeeping, Food & Beverage, and Maintenance.
• Compliance: Ensure strict adherence to SOPs, policies, and service standards. Regularly audit processes to maintain compliance and implement corrective measures where needed.
• Project Oversight: Take charge of key property projects, including capital projects, renovations, and maintenance schedules. Evaluate long-term facility improvement needs and coordinate with stakeholders to implement these initiatives.
• Quality Assurance: Develop and enforce quality assurance measures to enhance guest experiences. Oversee and support complaint handling and service recovery processes to uphold guest satisfaction.

Financial Management and Revenue Optimization

• Budget Management: Prepare, present, and achieve Annual Budgets. Identify cost-saving measures without compromising quality and guest experience.
• P&L Accountability: Ensure preparation of monthly P&L statements and make data-driven decisions to optimize revenue streams. Ensure that monthly financial targets for rooms, F&B, and administration are met or exceeded.
• Revenue Strategy: Utilize yield management and innovative sales practices to drive room yield and maximize hotel revenue. Track and adjust strategies to align with market conditions and demand.
• Stakeholder Reporting: Prepare and submit monthly financial reports to key stakeholders, providing insights on revenue, costs, and strategic opportunities for growth.
  Strategic Planning and Goal Setting
• Long-Term Planning: Develop and implement strategic initiatives to achieve short-term and long-term goals. Continuously evaluate and adjust strategies to improve operational efficiency and market positioning.
• Leadership Alignment: Conduct regular briefings and strategy sessions with department heads to ensure all departments align with the hotel’s objectives and customer-first philosophy.
• Market and Competitor Analysis: Stay updated on industry trends, competitive offerings, and customer preferences. Incorporate this knowledge to keep the property competitive and innovative in a rapidly evolving market.
  Procurement and Vendor Management
• Supply Chain Efficiency: Manage procurement processes, ensuring high-quality supplies and materials are secured at competitive prices. Oversee vendor contracts, including negotiations with third-party vendors for equipment and services.
• Inventory Control: Implement inventory management practices to reduce waste, track assets, and ensure that operational needs are met cost-effectively.
  Team Leadership and Development
• Performance Management: Develop a high-performance culture by setting clear goals, providing constructive feedback, and recognizing team achievements. Lead by example to foster teamwork and accountability.
• Training and Development: Support ongoing learning initiatives, and encourage continuous professional development through training programs, coaching, and mentorship.
• Staffing and Workforce Planning: Oversee recruitment, onboarding, and staffing levels to ensure the hotel maintains adequate personnel in all departments. Create a positive work environment that attracts top talent and retains high-performing employees.

Guest Experience and Service Standards

• Guest Satisfaction: Lead by example in delivering exceptional guest experiences, ensuring all services meet 5-star standards and exceed guest expectations.
• Complaint Resolution: Personally handle complex guest issues and complaints, ensuring a high level of guest recovery and satisfaction.
• Customer Feedback Analysis: Regularly analyse guest feedback, including online reviews, surveys, and direct feedback, and implement changes to improve guest satisfaction.
  
  
• ESSENTIAL REQUIREMENTS:
• A university degree in Hotel Management or similar related field (A master’s degree or additional certifications (e.g., CHAE, CHA) is a plus.
• A clear track record in opening, managing and/or repositioning hotels (of a 4 or 5-star and/or business-style classification).
• At least 15 years progressive and continuous experience in the hospitality industry with significant luxury and international exposure.
• A minimum of 8 years in the same or similar position within the high-end/luxury hotel and hospitality environment.
• Proficiency in Microsoft Suite (Word, Excel, Outlook, etc), Chrome, and hotel software or property management systems (e.g., Opera)
• Strong financial acumen including P&L, budgeting and cost control. Well-developed admin and problem-solving skills; analytical mindset, attention to detail, very well organised, and a confident decision maker.
• Leadership, management, motivation and an excellent communicator at all levels, you must enjoy working under pressure in a dynamic environment and be a team player.
• Proven ability to make confident, high-stakes decisions in a fast-paced environment and work under pressure.
• Flexibility to working hours including weekends, evenings and holidays.
• Fluency in written and spoken English is essential. A second language (preferably European) will be a potential plus.