Candidates with experience in 5 Star Hotels- Mandatory.

The Role :

The General Manager, Hospitality will be responsible to create a customer journey that users will love and will get hooked on to in their daily life! This position will be entrusted with ensuring that they deliver the highest value to the customer with the least effort! This position will represent the - voice of the customer- in the boardroom. The General Manager will be responsible for the operations, including but not limited to: managing general property performance, crafting and executing customer experience strategy, managing profitability, managing revenue generation, delivering a return on investment, and managing and conducting human resources activities. To create and lead the team in the development and implementation of property-wide strategies. Acts as a steward and key leader for reinforcing - customer-first- culture. Supports the implementation of the brand service strategy and brand initiatives with the objective of meeting or exceeding guest expectations and developing strong associate teams. Builds relationships with key customers and is involved in the sales and marketing process. Most importantly, the person should be passionate about making an impact in the life of our consumers and at the organization.

Responsibilities :

- Managing Property Operations and Department Budgets

- Define customer service programs and ensure that these are in place and executed against.

- Provide timely, real-time feedback to management and associates on service and operational standards; including feedback on even the smallest of service and operational details.

- Review and follow-up on CSAT scores and team performance.

- Create and support clear lines of responsibility for the management team, including coverage and oversight throughout the day.

- Walk the properties to ensure public spaces, grounds, and work areas meet sanitation and cleanliness/maintenance and other laid out standards.

- Act as a project manager for the execution of capital improvements across properties

- Prepare for QA audits (i.e., daily and pre-visit activities).

- Profitability

- Measure, analyse, and communicate property performance using a variety of financial/non-financial data including controllable costs, direct and indirect revenue, guest satisfaction, and associate engagement data.

- Monitor and forecast future stays and length of stay rate tiers to inform revenue management and profitability strategy.

- Manage on-property controllable costs associated with rooms, housekeeping, events, and food and beverage and other relevant operations.

- Be proactive to support property revenue and profitability goals.

- Update and communicate profit forecasts to associates/managers.

- Review and report Property Distribution Summary and Purchase Detail Reports; identify, research, and resolve balance issues.

- Consolidate reports needed for period-end review (e.g., P&L, Accounting Scorecard, Banking Report and Statistics etc).

- Collaboration: Foster a productive, clear, and cohesive environment for cross-department collaboration. Work across Design, Engineering, Product, Brand, Operations and other strategic business outcomes. Also, managing relationships with Property Stakeholders (e.g., Owners, guests and other internal and external stakeholders)

- Process Improvement: Develop processes and roadmaps, establish accountability streams, implement scalable operational solutions and ensure alignment of team processes with stakeholders.

- Team: Build, support and manage a team of specialists across varying levels of experience. Establish team culture, facilitate individual career development, remove roadblocks, inspire and build for the team's long term success. Managing and Conducting Human Resource activities:

- Conduct performance review process for associates (creating career plans, development plans, associate information and review process etc.).

- Understand the performance expectations for all positions within the properties

- Cascade/Deliver training to associates

- Facilitate cross-training to support associate professional growth and operational excellence.

- Manage recruitment and hiring efforts from various sourcing channels (e.g., local job fairs, Internet, referrals) to target associates with skill sets (e.g., rooms operations) compatible for operational needs.

Requirements:

- Degree in Hotel and Restaurant Management, or related major;

- 4 years of mixed management experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area

- Ability to understand how customer requirements are translated into meaningful solutions

- Exceptional business and analytical skills

- Should have worked in a 5-star hotel/hotel chain

- Agile and adaptable to different audiences and changing business needs, experience operating in a high growth business is a plus.

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