General Manager - Hospitality Operations

Purpose of the role:

The General Manager will be a part of the core team. He/she will be responsible for building out and running the following divisions:

- Housekeeping

- Maintenance

- F&B

- Training + Development

- Customer service / Guest Relationship Management

- Other on property services etc.

Duties & Responsibilities:

The General Manager - Operations (Hospitality) is responsible for all aspects of operations in hospitality business, customer service and guest relations management. He/She will provide leadership and strategic planning to all departments in support of our service, culture, maximized operations and guest satisfaction.

Culture Building:

- To be a brand and culture champion by promoting a 100% commitment to ensure the bespoke experience for all our guests

- To set the culture of service for the brand

- To create an inspiring team environment with an open communication culture

- To set clear goals and quarterly targets

- To monitor team performance and report on metrics

- To create values & set up high performance and motivation standards

- To discover training needs and build out training programs

- Recognize high performance and reward accomplishments

Infrastructure & Operational set-up:

- To oversee the Infrastructure & Operational set up in all new markets for all company acquired Villas including team building, training, SOP's etc

- To ensure full compliance to be followed for all company Villas operating controls, SOP- s, policies, procedures and service standards.

Customer service & guest relations management:

- Ensure all teams optimise Guest Satisfaction

- To reinforce and set up a culture to attend all customer relationship and interactions

- To monitor overall customer satisfaction following up satisfaction survey results, comment cards, emails, letters and phone calls

F&B Platform:

- To setup F& B Platform: - including Planning, Research, Budgeting, Team building, CAPEX & Execution.

- Streamlining the process of handling Food and Beverage operations

Housekeeping, Repair & Maintenance of villas:

- Build Teams and set systems for world class housekeeping + maintenance of villas

- To strengthen the standards of repairs and cleanliness of all company properties to ensure optimum upkeep and repair, room cleanliness and overall standard property appearance

- To formulate a process in all aspects of room's reservation and revenue management systems directed toward the maximization of profit

Skills Required:

Company is looking for:

- Someone with entrepreneurial ability

- Aggression and a start-up mind set

- Ability to build and lead the teams

- Strong leadership ability

- Understanding of finance

Educational Qualifications:

- Degree in Hospitality Management. Preferably from an International school.

Prior work experience:

- 15-20 years of working experience with 5 star + brands in hospitality operations with an ability to make strategic decisions and set an overall customer culture

Reporting to: CEO & Founder