General Manager

10 years exp

**Roles & Responsibilities**

IHG Hotels & Resorts' first voco hotel in South East Asia is now open on Singapore’s world-famous Orchard Road

voco® Orchard Singapore provides guests with the world-renowned voco experience from the moment they walk through its doors. Famed to be hotels to count on, yet different enough to be fun, voco hotels are unstuffy hotels where people feel comfortable to relax, and just get on with life. Hotels that stand out from the crowd, voco combines familiar comforts with the indulgences of a hotel, to create somewhere that’s dependable, but not vanilla. Somewhere premium, but with a laidback spirit. Somewhere reliable, but different.

**Your Day to Day**

voco® Orchard Singapore is seeking a dynamic and passionate **General Manager **to be part of our team. The General Manager provides day to day leadership for delivering the branded guest experience, driving people engagement and development, building awareness of the hotel and brand in addition to delivering commercial results. He/she embodies and brings the brand promise to life through role modeling and inspires the team to do the same. The General Manager is the hotel’s primary brand ambassador to guests and local community in addition to being the primary liaison to the hotel’s owner & IHG representatives.

**FINANCIAL RETURNS**
- Manages day-to-day operations and assignments of the hotel.
- Meets or exceeds targets/metrics such as Gross Operating Profit (GOP) and flow through, Revenue Growth Index (RGI) and Revenue Per Available Room (RevPar).
- Analyses staff productivity and implements adjustments to staffing, performance targets and resources in order to maximize results.
- Works closely with Revenue Management and Sales & Marketing to analyze data and performance to identify key revenue drivers, anticipate opportunities/threats in the market and to effect timely changes to the business.
- Understands the competitive set and leverages on voco Hotels’ unique selling points for a distinctive offering.
- Drives the performance of financial and operational plans/budgets in addition to sales and marketing plans for the hotel which support the overall objectives of the corporation.
- Develops and implements mid-term and long-term plans based on insights pertaining to the competitor set and the business environment.
- Generates and executes the Capital Expenditure Plans (CAPEX) for capital improvements to enhance the assets of the company and brand loyalty.
- Engages owner and Operations leadership to ensure best decisions are made on development and implementation of CAPEX strategy.

**PEOPLE**:

- Attracts and hires people with the right attributes to bring the voco brand to life.
- Develops and oversees delivery of programs and events that drive improvements in team member engagement and are aligned with the hotel’s brand service behaviors.
- Actively promotes employee participation in the Colleagues Heartbeat target and achieve established Colleagues Heartbeat targets.
- Drives high team performance by establishing clear performance goals and expectations, and being actively involved in direct reports’ performance and development through direct feedback, coaching and training.
- Chairs weekly management meetings to involve staff in identifying opportunities and solutions to improve the hotel’s product offerings, guest service experience and team member engagement.
- Develop a succession plan to ensure adequate future bench strength.
- Ensures the team is properly trained and provided the tools and equipment needed.
- Leads regular communication meetings to ensure the team is fully aware of the progress towards goals, and the latest in product, process and policies in addition to compliance requirements.
- Meets regularly with owner and IHG team to review hotel performance, inform/influence regarding brand and IHG plans and collaborate on initiatives that drive brand performance and return investment to the owner.

**GUEST EXPERIENCE**:

- Be the Brand Manager and role models the voco brand behaviors.
- Achieves and maintains Heartbeat metrics.
- Ensures guest complaints are resolved appropriately and that appropriate service recovery/problem resolution process is in place.
- Adheres to brand standards and ensures that product quality standards are met.
- Demonstrates Brandhearted leadership by putting the brand at the center of all business decisions.
- Interacts daily with guests to solicit feedback, builds relationships and brings the brand to life.

**RESPONSIBLE BUSINESS**:

- Ensures a safe and secure environment by manages risk exposure to guests, colleagues, assets, etc. through developing a team that is fully trained on risk procedures/policies and fully compliant.
- Achieves satisfactory results on internal audits and Controls Self-Assessment (CSA).
- Achieves established Workers Compensation and safety compliance goals.
- Develops and maintains rapport with key community contacts