General Manager

Job Purpose:

Responsible for directing, coordinating and overseeing the overall operational activities of all departments within the hotel/resort and for ensuring that the various business units operate in line with the Groups Mission Statement and meet their fiscal and qualitative objectives.

Major Areas of Accountability

1. Accountable to the SVP, Head Hotel Operations for the operation and daily running of the hotel/resort within the agreed guidelines and as amended from time to time.
2. Ensures compliance with the Groups Mission Statement.
3. Directs and maintains Sales and Marketing activities to achieve the planned performance levels.
4. Constantly promotes and develops the hotel/resorts business base.
5. Monitors actual and budgeted goals, develops and controls performance in service and product delivery, guest satisfaction and financial results.
6. Incorporates programmes to promote proper associates orientation and training and ensures the highest morale amongst the workforce.
7. Ensures that proper employer/associates relations are maintained.

Hotel/Resort Operations

1. Reviews operational reports on a regular basis, as the case may be (daily, weekly and at period-ends).
2. Reviews the property operations with the individual department heads to ensure that quality and service standards are maintained throughout the hotel/resort.
3. Reviews guest ratings and follows through with the individual department heads to correct problem areas.
4. Develops and monitors short and long term planning for the property.
5. Keeps abreast with innovations and business orientations in the luxury hospitality industry.
6. Monitors current sector trends and concepts and makes recommendations to his/her superiors for appropriate implementation at the hotel/resort.
7. Monitors the price-to-value ratio of the hotel/resort and introduces changes where and when necessary.
8. Monitors all guests correspondence and ensures that any problems/shortcomings are quickly identified, resolved and feedback given to the guest accordingly.
9. Actively and regularly interacts with guests, associates and management, individuals outside the hotel/resort, not limited to current and potential clients, owning company representatives, suppliers, competitors and other members of the local community.
10. Coordinates functions and activities with the SVP, Head Regional Operations, as appropriate.
11. Ensures that an up-to-date Manager on Duty manual is maintained to assist department heads with effective emergency procedures in the event of fires, injuries, death and to handle any other crisis situation that may arise at the property.