General Manager

Responsibilities

Operations

1. Creates operational systems such as policies and procedures, standard operating procedures, task breakdowns, operation manuals, staffing plans, and training schedules in alignment with the overall strategy of Company hotels.

2. Supports various departments such as Front Office, Housekeeping, Sales and Marketing, Food & Beverage, and Human Resources. The General Manager must oversee all operational aspects.

3.Oversees the hotel operations team to carry out pre-opening activities in the hotel according to approved plans.

4. Works closely with the technical services team to guarantee that all procedures and systems are established for a seamless handover and inspection process of all guest rooms and public areas.

5. Sets high quality standards aligned with brand requirements and fosters good communication between head office, property, and departments to develop and maintain high employee morale and a positive staff culture through continuous liaison with management and staff.

6. Leads the hotel operations team in executing hotel post opening activities in accordance with approved plans.

Please remember the following:

7. Make sure that our customer experience program is carried out and followed at all properties, and that all guest feedback from all channels is addressed promptly and as needed.

8. Lead the support of all company policies and management decisions, and interpreting and sharing this information with property managers.

9. Ensure that cleanliness and organization standards are maintained at all times within the properties.

10. Carry out regular inspections of the properties together with the property managers to ensure that all Standard Operating Procedures are followed, and helping to plan and execute all Front Office, Housekeeping, Food and Beverage, Security, and Engineering department training plans, and regularly monitoring their performance.

 Guest Experience

1. Communicates important factors that drive guest satisfaction to specific customer segments

2. Remains accessible and interacts with guests regularly to gather feedback on product quality, service levels, and overall satisfaction

3. Follows and advocates for brand standards and guidelines that are evident to all guests

4. Cultivates a positive and captivating ambiance throughout all hotel areas

 Goals / Plans / Budgets

1. Creates budgets and predictions for the property before it opens.

2. Manages all operational budgeting activities for the hotel.

3. Guides the process and is accountable for preparing/validating operational numbers for the upcoming financial year, which will then be passed to the Finance department for consolidation. However, the General Manager will ultimately take responsibility for these figures.

4. Coordinates with the Area Operations Manager/Director of Operations to implement a sustainable and coordinated action plan across all operating teams and departments.

5. Takes charge of crafting strategic plans for operational activities for the property before it opens, while collaborating with other relevant department heads.

6. Ensures that expenses are managed in all property operational departments and conducts regular analysis of results to identify issues, enabling appropriate actions to be taken.

7. Actively participates in devising strategic plans for operational activities for the hotel after it opens.

Sales, marketing and Revenue

1. Collaborates with the Sales team to comprehend their account management strategies, tactics, and objectives. Coordinates with the sales and marketing team on initiatives, strategies, objectives, PR, and media scheduling.

2. Participates in sales meetings to interact with the sales team regarding their initiatives, plans, and activities and offer input or direction based on hotel operational needs.

3. Actively participates in sales calls to visit important accounts and secure contractual agreements for room nights.

4. Actively engages in sales blitz and trade shows, as well as any other necessary sales strategies.

5. Works closely with the Sales & Revenue Department in establishing rates and segments and suggests them for approval.

6. Plays an active part in developing the hotel's strategic and marketing plans.

Talent Development

1. Works closely with the Human resources manager and training manager to establish recruitment, training, employee engagement, and development plans. Also involved in proposed curriculum development. Offers guidance, expertise, and recommendations on local requirements and cultural relevance.

2. Manages the final hiring and training of staff before the hotel openings and actively participates in the selection process.

3. Collaborates with relevant departments to ensure and monitor customer and team member engagement, and implements necessary corrective actions as needed.

Reporting and others

1. Monthly reports are prepared by coordinating with property managers, based on operational and financial results, for submission to the Area Operations Manager/Director of Operations for review and discussion.

2. Consistently conducts briefings and communication meetings with the management teams of all properties, and documents the minutes of such meetings for reference and follow-up.

 Other Responsibilities

1. Manages the hotel building maintenance process.

2. Actively fosters strong working relationships with local authorities departments.

3. Maintains an understanding of and ensures compliance with relevant policies, procedures, and service delivery standards for this role.

4. Keeps up-to-date with and adheres to human resources policies, procedures, and code of discipline. Also promotes management support, teamwork, and professionalism.

5. Carries out additional duties and tasks as assigned by the Area Operations Manager/Director of Operations.

Work Experience Requirements

 Education Bachelors degree or above in hospitality management, tourism, business management or equivalent.

Work Experience Minimum 15 years hotel operations experience, including minimum 5 years as reputable Hotel Operations Director and General manager or equivalent, preferably with pre-opening experience and:

· Proven track record of success in hotel management. The ideal candidate will have significant operational and management experience in hotels / resorts.

· Strong knowledge of point of sales, property management systems, customer relations management systems, along with strong computer literacy.

· Strong Sales & Marketing, P&L, Front Office, Housekeeping and Food & Beverage operations experience as well as overall exposure to other operating departments, such as Human Resources, Revenue Management, etc.

Competencies

· Interpersonal.Knowledge management, leadership, system diversities, organizational and team interrelationships.

· Information & Technology. Manual and automated accounting systems, computer literacy, knowledge of Microsoft Office applications and other hospitality related software such as Property Management System and Point of Sales.

· Basic & Analytical Skills. Numeracy, written and verbal communication, decision making, problem solving.

Personal Qualities. Responsibility and reliability, self-esteem, self-management, integrity and honesty.