General Manager

As General Manager, you’ll provide effective leadership direction to the hotels / brands by maximizing hotel performance, driving development of people, creating, and maintaining memorable guest experiences, executing on brand standards, and building awareness of hotel and brand in the local community. Responsible for business and supported by Brand Sector Managers and Brand Hotel Managers. Reporting to Vice President Operations.

This role will suit someone who demonstrates keen leadership and problem-solving skills, able to maintain a calm and professional demeanour while under pressure and ever ready to serve with a smile.

**Role & Responsibilities**:
**People**:

- Direct everyday activities, plan and assign work, adopting best practices, ensuring you always have the right staffing numbers.
- Develop your team and improve their performance through coaching and feedback, and create performance and development goals for colleagues - recognize good performance.
- Train colleagues to make sure they deliver with compliance and to the standards we expect and have the tools they need to work efficiently. Ensure SOPs are reviewed and remain relevant.
- Recommend or initiate any HR related actions where needed.
- Responsible for strategizing of manpower management and design thinking of work process to improve efficiency and productivity.
- Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management.
- Handling any conflict situations in a professional manner in order to achieve best outcome for all stakeholders involved.

**Guest Experience**:

- Interact with guests and outside contacts including current and potential clients, government officials, travel industry representatives, suppliers, competitors, local community members.
- Make sure the hotel delivers the highest level of guest satisfaction through superb guest services and amenities and achieving set KPIs for Guest Experience (via Trust You).
- Taking ownership of guests’ feedback including complaints and exercising sound judgement and practices to exceed guests’ expectations.

**Responsible Business**:

- Ensure a safe and secure environment for guests, team members and hotel assets in compliance with the hotel’s and or owner’s policies and procedures and regulatory requirements. Maintain relations with outside contacts.
- Act as public relations representative to raise awareness of hotel and brand in local community.
- Drive team member involvement in community organizations, activities and businesses.
- Develop and carry out action plans to be environmentally conscious (ESG) by taking steps to reduce the hotel’s carbon footprint.
- Perform other duties as assigned. May also serve as manager on duty.
- Ensure that in event of any crisis, business continuity is maintained and hotel continue to be in operation.

**Financial**:

- Responsible to monitoring of financial and operational plans for the hotel to ensure optimum guest satisfaction, sales potential and profitability.
- In conjunction with the Vice President Operations to make recommendations for capital improvements to enhance the assets of the hotel and/or company and brand loyalty.

**Accountabilities**:

- Accountabilities
- This is the top Maintenance/Engineering job in a hotel. May supervise a small maintenance staff.

**Requirements**:

- Bachelor’s degree / higher education qualification / equivalent in Hotel Administration, Business Administration.
- Three years Front Office / Guest Service experience in a mid-level operations role or an equivalent combination of education and experience.
- Type and level of experience required may vary slightly based on size and complexity of the property.
- Must speak local language(s).
- Other languages preferred.