Our client in Hospitality is seeking to hire the following position:
POSITION TITLE: General Manager
REPORTS TO: Managing Director
POSITION SUMMARY:
The General Manager is in charge of the day-to-day operations in accordance with company mission statement, including maximization of financial performance, guest satisfaction and staff development within established quality standards. The job also involves overseeing employees and ensuring that all the services which affect customers such as housekeeping, catering, laundry, guest services and bar services are running smoothly. The General Manager ensures that employees are properly trained and oriented to the specific roles they are expected to perform.
The GM is also involved in planning work schedules to ensure there is sufficient coverage.
The GM is expected to handle complaints from guests which cannot be adequately handled by other employees, or those which are sufficiently serious enough to warrant management attention.
The GM also provides leadership and strategic planning to all departments in support of our service culture, maximized operations and guest satisfaction. The Manager works very closely with the Managing Director and other stakeholders to promote, market and increase room occupancy.
GENERAL MANAGER’S DUTIES AND RESPONSIBILITIES:
1. Oversee the operations including staff and guests.
Hold regular briefings and meetings with the Managing Director.
Ensure full compliance to the Lodge operating controls, policies, procedures and service standards.
Handling clients’ complaints and oversee the service improvement procedures. A system should be established to ensure that the General Manager is immediately informed of all complaints. Action is to be taken as soon as possible to ensure guest satisfaction.
2. Ensure all decisions are made in the best interest of the company and management.
3. Developing improvement actions and carry out cost saving measures. This includes initiating cost effective controls and revenue management techniques.
4. Ensure that monthly financial outlooks for Rooms, Laundry, Food & Beverage are on target and accurate.
5. Maximizing room yield and Lodge revenue through innovative sales practices and promotion programs.
6. Draw up plans and budgets (revenues, costs, improvements etc.) for the Managing Director.
7. Prepare, review and assess monthly or periodic financial statements.
8. Corporate client handling and take part in new client acquisition whenever required.
9. Responsible for safeguarding the quality of operations and ensuring highest standards of professional services to customers.
10. Helping in the procurement of operating supplies and equipment and contracting with third-party vendors for essential equipments and services with approval from the Managing Director.
11. Overseeing and managing all departments and working closely with the departmental staff on a daily basis.
Be accountable for responsibilities of departmental staff and take ownership of all guest complaints.
12. Provide training for staff in delivering care that meets the best standards and practices.
13. Conduct annual staff appraisal of all the staff and make necessary recommendations to the management team,
14. Provide effective leadership to the Lodge staff members.
15. Maintain and manage the lodge equipment, infrastructure, inventories and other facilities efficiently.
16. Establish and maintain applicable preventive maintenance programs to protect the physical assets of the lodge.
17. Understand the government regulations affecting the hospitality industry to ensure that the lodge operates in compliance with all applicable laws, regulations, and requirements of the district council and other Government regulatory bodies.
Other Responsibilities:
The General Manager must be physically present in the reception on each work day for a period of time, especially during check in or out. In addition to being present in the lodge reception, the General Manager must greet guests and observe the appearance and conduct of all lodge employees who routinely interact with the public.
The General Manager should conduct inspection tours of the lodge rooms (inside and out) on a regular basis and keep a record for review by the Managing Director of each inspection.
Creates an operating environment that assures consistent guest satisfaction.
Monitors the performance of the Lodge through verification and analysis of guest satisfaction systems and financial reports. Initiates corrective action.
Maintains product and service quality standards by conducting ongoing evaluations and investigating complaints.
Initiates corrective action.
Prepares financial and operational reports for management that clearly explain operational effectiveness, trends and variances.
Establishes and maintains a pro-active human resource function to ensure employee motivation, training and development, wage and benefits administration, and compliance with established labour regulations.
Plans and organizes the work of others
