REPORTS TO: Managing Director / Area General Manager
PLEASE READ THE FULL JOB DESCRIPTION AND BRIEF BY CLICKING ON THE “READ MORE” BUTTON AT THE BOTTOM OF THIS PAGE!
The General Manager is responsible for all aspects of operations at the hotel/lodge or resort, to day-to-day staff management and guests. He / She should be an ambassador for the brand. Provide leadership and strategic planning to all departments in support of our service culture, maximised operations and guest satisfaction. Work very closely with the owners and other stakeholders.
Responsible for managing the Hotels management team (HOD's) and overall hotel targets to deliver an excellent Guest experience. A General Manager would also be required to maintain between profitability and guest satisfaction measures.
GM DUTIES AND RESPONSIBILITIES:
Oversee the operations functions of the hotel, as per the Organisational chart.
Hold regular briefings and meetings with all head of departments.
Ensure full compliance with Hotel operating controls, SOP’s, policies, procedures and service standards.
Lead all key property issues including capital projects, customer service and refurbishment.
Handling complaints, and oversee the service recovery procedures.
Responsible for the preparation, presentation and subsequent achievement of the hotel's annual Operating Budget, Marketing & Sales Plan and Capital Budget.
Manage on-going profitability of the hotel, ensuring revenue and guest satisfaction targets are met and exceeded.
Ensure all decisions is made in the best interest of the hotels and management.
Deliver hotel budget goals and set other short and long-term strategic goals for the property.
Developing improvement actions, carry out costs savings.
A strong understanding of P&L statements and the ability to react with impactful strategies
Closely monitor the hotels business reports on a daily basis and take decisions accordingly.
Ensure that monthly financial outlooks for Rooms, Food & Beverage, Admin & General, on target and accurate.
Maximising room yield and hotels/resort revenue through innovative sales practices and yield management programs.
Prepare a monthly financial reporting for the owners and stakeholders.
Draw up plans and budget (revenues, costs, etc.) for the owners.
Helping in the procurement of operating supplies and equipment, and contracting with third-party vendors for essential pieces of equipment and services.
Act as a final decision maker in hiring key staffs.
Coordination with HOD's for the execution of all activities and functions.
Overseeing and managing all departments and working closely with department heads on a daily basis.
Manage and develop the Hotel Executive team to ensure career progression and development.
Be accountable for the responsibilities of department heads and take ownership of all guest complaints.
Provide effective leadership to hotel team members.
The ideal person would be held in high regard within the tourism industry, they would have a lot of experience in running a 5 star property in a remote area independently, with a good general understanding of lodge operations, finance, and staff management. The individual should be passionate about hospitality, and have a keen interest in sustainability, conservation and community development.
Relationship building – with – staff, guests, governmental departments, the community, the industry (agents and other lodges),
Corporate Social Responsibility – working with the Foundation in community development
Business efficiencies – cost control, local produce, quality of product
HR structure – maintaining and enhancing – understanding and adherence
Product development on guest experience – lodge, food, game experience, all guest touch points
Engaging – with the people, the culture, the work style, the expectation
Regular assessment of the functionality, efficiency and strength of all operational equipment, vehicles, generators and buildings
Sustainability – Analyzing the impact Sustainability has on our business and improving it
Reducing our Carbon Footprint
Management of Resources
Financial Management – Providing an oversight role of the lodge finance
For more information please click on “read more” below.