Royal Orchid & Regenta Hotels - General Manager - Administration

JOB DESCRIPTION:

Title: General Manager

Department: General Administration

Reports to: VP (O)

OBJECTIVE:

- Responsible for managing the Hotel Executive team and achieve overall hotel targets to deliver an excellent Guest experience.

- Manage the profitability and Guest Satisfaction and also to ensure that there is no lapse in the service parameters.

- Ensuring that there is a smooth flow in the operations in the Unit.

PRINCIPAL ACCOUNTABILITIES / RESPONSIBILITIES:

- To improve revenue generating capacity, increase productivity, uphold the image of the entire hotel, and provide a safe and efficient working environment which is essential to the overall performance for all employees working in the hotel.

- Provide strategic leadership on revenue generation, control costs and manage smooth operations of the Hotel.

- Being in touch and constant follow up with Revenue Generating Clients (Corporates) and also with the regular guests for repeat business.

- Driving and leading the Sales Team for Revenue Generation.

- Monitor the costs in proportion to the revenues and guide for appropriate steps to minimize the costs.

- To focus on the sundry debtor & sundry creditor management & to ensure that payment due is remitted to corporate on time.

- Overseeing and approving the Vendor Management in conjunction with the finance department.

- Ensuring that all the costs are in line with the budgeted costs (in coordination with all departments Operations / Back end as well).

- Deliver and achieve the budget targets and set the long term and short term goals and strategic planning.

- Ensuring continuous improvement in the cost reductions and strong in the Profit and Loss statement and in monitoring the expenses and consumable reports as well.

- Strong in managing revenue and budget proposals and forecasting results .

- Through HODs, manage the implementation of agreed business plans to ensure that hotel revenues, quality and service objectives are maximized.

- Create, develop, and recommend to VP (O) short and long-term hotel planning guidelines and procedures, annual operating budget, and capital budget program that are aligned with organization goals for the hotel.

- Monitor implementation of business plans & business modules of hotel to ensure hotel operating profits, revenues, quality and service objectives are maximized.

- Analyzes hotel revenue and reports on monthly/quarterly and annual basis and make strategic adjustments as necessary to ensure maximum efficiency and profitability, as well as partnering with the Marketing department to leverage offers and services for the hotel.

- Develops a business plan for hotel that will support MAYFAIR initiatives and enhance hotel quality and services, associated costs, employee development, retention strategies, and employee productivity benchmarks.

- Coach and develop HODs, in diagnosing, addressing and resolving hotel problems; and in analyzing local market conditions to determine what competitive actions, if any, should be taken. Provide corrective guidance as needed.

- Establishes department goals, objectives, and strategic planning and provides direction, guidance, and support to ensure the successful operation of the hotel departments.

- Lead subordinate functions within established budgetary and manpower plans of the hotel; establish goals, performance standards, and operating procedures.

- To focus on the growth in the business and market share in Rooms as well as F&B.

- To meticulously plan and ensure that RRR gets completed as per the targeted dates.

- To ensure that the Food & other costs are maintained as per the stipulated budgets.

- To update VP (O) on all financial matters from time to time & ensure that all MIS & Operational reports of hotel reach Corporate within stipulated time.

- Lead subordinate functions within established budgetary and manpower plans of the hotel; establish goals, performance standards, and operating procedures.

- To focus on the growth in the business and market share in Rooms as well as F&B.

- Monitor the costs in proportion to the revenues and guide for appropriate steps to minimize the costs.

- To focus on the sundry debtor & sundry creditor management & to ensure that payment due is remitted to corporate on time.

- To meticulously plan and ensure that RRR gets completed as per the targeted dates.

- To ensure that the Food & other costs are maintained as per the stipulated budgets.

- Oversees the care and maintenance of all the Areas Hotels physical assets and facilities so that they product is always ready for enhancing guest experiences.

- Coordinate with the marketing and sales to promote the hotels services and facilities to potential and present regular guests.

- Ensures the highest standards for food, beverage, entertainment and other hotel services.

- Planning and ensuring that through SOP implementation, the entire operations are well managed & ensure the highest standards of service and customer satisfaction.

- Reviews and monitor reputation management tool data for the hotel. Ensure the set NPS (Net Promoter Score) is achieved.

- Ensure timely responses to guest feedback. Ensure that all negative guest feedbacks are replied within 24 hours & service recovery effected as soon as possible.

- Ensure that the Statutory compliances are monitored and adhered.

- Ensure the implementation of SOPs of all the departments in Toto .

- To ensure implementation of all Policies and procedures circulated from time to time.

- Ensure that the Brand Standards as well as the Service standards are being followed and that regular trainings are happening in all operation departments.

- To update VP (O) on all financial matters from time to time & ensure that all MIS & Operational reports of hotel reach Corporate within stipulated time.

- Ensuring continuous improvement in the cost reductions and strong in the Profit and Loss statement and in monitoring the expenses and consumable reports as well.

- Strong in managing revenue and budget proposals and forecasting results .

- Excellent Leadership skills and exceptional communication skills both verbal and written.

- Hands on and strong in operations and a role model for the entire team. Possess strong business acumen.

- Ability to forge good relationships with the Hotel owners and potential partners to maintain a fine balance between both parties.

- To follow the RM Guidelines issued specific for each unit.

Resort Managers Core Responsibilities:

1) Guest experience and customer relations:

- Pay close attention to a guests requirements

- Review feedback positive and negative reviews

- Spend time in addressing issues, lend the personal touch

- Use innovative methods to enhance guest experience

- Be aware of the latest hospitality technology trends and use them to build customer relations

2) Reputation management and branding:

- Track reviews and manage a hotels online presence

- Respond to every negative review in an amicable manner

- Create a buzz online with offers, promos and more

- Ensure guest queries receive timely response

- Reinvent branding strategies to create a brand recall

3) Be an excellent role model:

- Help employees develop skill sets, identify talent and hone their skills

- Build up a positive work environment to keep high motivational levels

- Communicate. Talk with the team, ask about career goals, and set targets

- Work with the HR on areas of employee retention, employee engagement

- Be the kind of role model they would want to emulate

4) Revenue and budget management:

- Optimize the revenue based on demand

- Oversee the distribution strategy and manage daily operations

- Create pricing strategies, competition analysis

- Track hotel revenue, manage budgets

- Analyze channels, market segment reviews, reports and more

- Analyze sales figures