General Manager

Reporting to the Managing Director, the role of General Manager is responsible for overseeing, directing, and managing all the areas of hotel operations. He/she will contribute to the overall performance of their property by formulating and executing the strategic vision for the property along with the Executive Committee. The General manager is also a key partner in facilitating the hiring and retention of exceptional talent as well as driving Heartist engagement, learning and development, performance, and talent within their departments by strategically leading through their Department Heads. They will have a desire to be the best at what they do and achieve operational excellence in their departments through all the metrics that are measured. Key Deliverables and Responsibilities Commercial: • Responsible for the preparation and compilation of the yearly budget, business plan and the forecast in coordination with the relevant Department Heads and Regional Sales and Marketing and Revenue leaders • Responsible for the achievement of the commercial results of his/her property and positioning in the competitive set, on short-term and long-term basis • Maintains a constant awareness of the general market trends (local, domestic, and international) and of the activities of the competitors • Proactively seeks new business opportunities by building new relationships and actively getting involved in the sales activities of the hotel • Ensures correct use of Company’s corporate identity at all levels in the hotel • Ensures the online content, websites and information on OTAs are always kept up to date • Implements adequate control tools to monitor the commercial activities of the hotel daily, weekly, monthly and year to date. Act proactively to rectify/adjust the commercial strategy where necessary • Ensures financial expenditures, contracts and agreements are done in accordance to company’s policies and guidelines. General: • Ensures consistent focus on guest satisfaction and high quality of service and handles all guest interactions professionally and appropriately • Responsible for the offline and online reputation of the hotel, he/she keeps informed of guests’ complaints, ensuring complaint handling, guest reviews and guest recovery • Ensures a proper cost control is implemented at all levels (Payroll, Purchasing, F&B etc.) • Encourages and implements CSR initiatives to support the local community • Ensures hotel complies to the local and international legal requirements; follows through relevant certifications such as HACCP, legionella, Safety etc. • Is familiar with all relevant company documentation and relevant OSMs for his/her field of responsibility. • Follows through that the maintenance of the hotel is managed in accordance to the standards and requirements; material values, renewal and care of premises, furnishing and fitting, machines, assets and FF&E • Effectively communicate with other hotel departments, regional, and corporate teams • Manage the operations of the hotel to maximize profitability and to ensure superior guest service and product quality • Ensure that all operations departments are maximizing revenue and profit potentials while minimizing costs • Manage operational expenses to stay within budget guidelines, as well as gather and report financial information to the Hotel Manager/General Manager • Manages performance issues that arise within the operational departments, as well as train, develop, coach and counsel, conduct performance evaluations and resolve problems of departmental team members and managers • Ensures optimal compliance with corporate focus audit • Is an integral part of the business team, attends all scheduled meetings and contributes actively with proper preparation • Conducts a daily briefing with management on current key activities • Evaluates changes in guest needs, the guest mix and competitive set, to recommend appropriate product/service and operational changes as necessary • Ensures guest and employee satisfaction, while maintaining market competitiveness and exceptional financial performance • Anticipate and address guest issues and establish proactive processes to promote guest satisfaction • Interacts in a positive way with all team members to ensure a luxury guest experience • Ensures compliance with local health and safety regulations Finance • The activities and contribution of the role will impact the performance of the hotel. • Act on behalf of the business to work through complex situations and reduce risk, interpreting and implementing company policies and employment legislation as appropriate. • Exercise sound judgment and integrity always to ensure confidentiality of protected information. • Be fiscally competent in rostering and labour costs, budgeting, forecasting including the commentary that goes with the documents/meetings. • Ensure that Department Heads demonstrate full awareness of departmental budget/P&L and work towards achieving it by minimizing expenses and maximizing F&B revenue • Review all CAPEX