Hotel General Manager

Job Summary

Business leader of the property with responsibility for all aspects of the operation, including guest and employee satisfaction, human resources, financial performance, sales, marketing and revenue, etc.

Hotel General Manager will report directly to Area Operations Manager/Director of operations and will be responsible for overseeing all operation activities of the Hotel.

Personality & Ethos

- Clear, confident, concise and accurate in all means of communications

- Extremely organized, detail-oriented, process-oriented, solutions-driven

- Self-motivated, proactive, and takes initiative

- Analytically minded, decisive, creative and thoughtful problem-solving

- Multi-tasker; manages time and prioritizes projects effectively

- Thrives in fast-paced, changing environment, is calm under pressure

- Navigates short-term and long-term planning simultaneously

- Resilient to adversity, adaptable to change

- Accountable, reliable, demonstrates integrity and honesty

- Embraces diverse cultures and being a team player

- Embraces and drives “Wink” personalization, brand and culture

Responsibilities

Operations

1. Develops operational systems including policies and procedures, standard operating procedures, task breakdowns, operation manuals, staffing plans, and training schedules according to the total plan by Wink hotels.

2. Assists in all other required areas, including but not limited to Front Office, Housekeeping, Sales and Marketing, Food & Beverage, Human Resources and any other assigned departments. The General manager needs to be hands on, and cover all aspects of operations.

3. Leads the hotel operations team in executing hotel pre-opening activities in accordance with approved plans.

4. Liases closely with the technical services team to ensure all procedures and systems are in place for a smooth handover and checking process of all guest rooms and public areas.

5. Sets high quality standards aligned with the brand requirements, while ensuring good communication between the head office, property and departments in such a way that develops and maintains high employee morale, and a positive staff culture through continuous liaison with management and staff.

6. Leads the hotel operations team in executing hotel post opening activities in accordance with approved plans.

7. Ensures that our customer experience program is implemented and followed in all properties, and that all guest feedback from all mediums is actioned in a timely manner, and as required.

8. Leads the support of all company policies and management decisions, while interpreting and disseminating this information to property managers.

9. Ensures cleanliness & organization standards are being adhered to at all times within the propertie.

10. Conducts regular inspections of the properties in conjunction with the property managers to ensure all Standard Operating Procedures are being adhered to, and assist in the planning and implementation of all Front Office, Housekeeping, Food and & Beverage, Security and Engineering department training plans, and monitor their performance regularly.

Guest Experience

1. Demonstrates and communicates key drivers of guest satisfaction to target customers

2. Stays visible and interfaces with guests on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction

3. Adheres to and promotes brand standard and guidelines, sensed by all guests

4. Creates an overall positive and engaging atmosphere in all hotel areas

Goals / Plans / Budgets

1. Develops budgets and forecasts for the property in the pre-opening period.

2. Leads all operational budgeting exercises of the hotel.

3. Leads the process and be responsible for preparing / validating the operational figures in relation to budgets for the coming operational financial year, which in turn will be provided to the Finance department for collation. The General manager will however take overall responsibility and ownership of these numbers.

4. Liaises with the Area operations manager/Director of operations in implementing a sustainable and integrated execution plan across all operating teams and departments.

5. Leads the development of strategic plans for operational activities for the property in the pre-opening period, while liaising with other relevant department heads.

6. Ensures that all costs are controlled throughout the different property operational departments and ensure that results are analyzed regularly to highlight problem areas, so that appropriate actions can be taken.

7. Plays an active role in the development of strategic plans for operational activities for the hotel in the post opening period.

Sales, marketing and Revenue

1. Works closely with the Sales team to understand their account management strategies, tactics and goals. Liaises with the sales and marketing team on activities, tactics and goals, PR and media planning.

2. Attends sales meetings to liaise with the sales team on their activities, plans and actions, and provide feedback or guidance based on your hotel operational requirements.

3. Actively joins sales calls to visit key accounts to secure contract agreements for room nights.

4. Actively participates in sales blitz and trade shows, and any other sales tactics as required.

5. Works closely with the Sales & Revenue Department in the setting of rates and buckets and propose for approval.

6. Plays an active role in preparation of the hotel’s strategic and marketing plans.

Talent Development

1. Collaborates with the Human resources manager and training manager in setting up manpower recruitment, training, employee engagement and development plans, including suggested curriculum development. Provide guidance, expertise and recommendations on local destination requirements and possible cultural relevance.

2. Leads the process for the final hiring and training of staff prior to the hotel openings and takes active part of selection process.

3. Works with related department in ensuring and tracking customer and team member engagement and implementing the necessary corrective actions when necessary.

Reporting and others

1. Prepares monthly reports in conjunction with property managers based on operational and financial results which are to be submitted to the Area operations manager/Director of operations for review and discussion.

2. Holds regular briefings and communication meetings with the management teams of all properties and minutes such meetings for reference and follow.

Other Responsibilities

1. Leads the process for the hotel building maintenance.

2. Plays an active role in building a strong working relationship with local authorities departments.

3. Understanding, continuing update and compliance of the relevant policies, procedures and service delivery standards of this position.

4. Understanding, continuing update and compliance of human resources policies, procedures and code of discipline; while promoting management, team and cross department support, leadership, professionalism and good relations.

- Education – Bachelor’s degree or above in hospitality management, tourism, business management or equivalent.

- Work Experience – Minimum 15 (fifteen) years hotel operations experience, including a minimum 5 (five) years as a reputable Hotel Operations Director and General manager or equivalent, preferably with pre-opening experience and:

• Proven track record of success in hotel management. The ideal candidate will have significant operational and management experience in hotels/resorts.

• Strong knowledge of point of sales, property management systems, customer relations management systems, along with strong computer literacy.

• Strong Sales & Marketing, P&L, Front Office, Housekeeping and Food & Beverage operations experience as well as overall exposure to other operating departments, such as Human Resources, Revenue Management, etc.

Competencies –

• Interpersonal. Knowledge management, leadership, system diversities, organizational and team interrelationships.

• Information & Technology. Manual and automated accounting systems, computer literacy, knowledge of Microsoft Office applications and other hospitality-related software such as Property Management System and Point of Sales.

• Basic & Analytical Skills. Numeracy, written and verbal communication, decision making, problem-solving.

Personal Qualities. Responsibility and reliability, self-esteem, self-management, integrity and honesty.