General Manager

General Manager

JOB DESCRIPTION

POSITION: GENERAL MANAGER

REPORTS TO: EXECUTIVE DIRECTOR

DIRECTLY SUPERVISES: ALL EXECUTIVE MANAGERS (Including Hotel Administration, Food & Beverage, Human Resources, Marketing/Sales/Public Relations,and Maintenance)

LIAISES WITH (INTERNAL): All Departments, and guests, and contractors.

LIAISES WITH (EXTERNAL): Travel Agents, Group Leaders, Tour Operators, the general Travel Trade, Government  Ministries and Agencies, Contractors, local Business community, Hotel Associations, and Corporate Social Responsibility Bodies

JOB OVERVIEW:

General Manager is responsible for leadership and strategic planning in support of the company’s service culture, implementing action plans to ensure smooth operation, growth, and enhancement of the resort’s business and preservation and protection of its competitive advantage and guest experience with the support of the Executive Committee. S/He oversees all aspects of the resort’s operations including guest satisfaction, maximization of financial operational performance, staff development, staff retention, safety standards, and quality assurance standards. 

MAJOR DUTIES AND RESPONSIBILITIES

Management Committee Responsibilities:

• Keep the Management Committee informed in a timely manner of issues and situations which may pose a risk to the Company, provide recommendations, and seek direction for same.
• Meet monthly with the Management Committee to report on all aspects of the hotel’s operations.
• Collaborate with the Executive Committee and CFO regarding strategic growth plans for the Company to maintain profits, plan for growth, and enhance the competitive advantage.
• Collaborate with Management Committee to formulate major policies, programs, and objectives which promote and ensure the continued success of the resort and its stakeholders.

Operational Responsibilities

• Take a leadership role in overseeing and ensuring that the resort operates efficiently and safely, complying with all applicable local/international regulations and policies while at the same time applying modern best practices to achieve objectives set.
• Create an operational environment in the resort, resulting in the Company being regarded as the Employer of Choice, thereby attracting the best employees.
• Review financial reports and statements to understand the hotel’s performance while keeping track of budgets and expenses.
• Foster an achievement-oriented culture that includes implementing a performance measurement program and continuous learning principles where team members are motivated and rewarded for both individual, team, and Company contributions.
• Establish high expectations for all team members regarding accountability, confidentiality, honesty, integrity, openness, loyalty, teamwork, and responsibility.
• Monitor the Customer Service Quotients (CSQs), Trip Advisor, and other measurement tools in place to ensure that guest service levels remain high and that continuous improvement takes place in all departments of the hotel.
• Take steps to ensure the availability of goods and services necessary for the delivery of excellent customer service on a consistent basis, paying special attention to quality considerations.
• Ensure the smooth functioning of the hotel by utilizing the property management systems in place including Central Reservations, OPERA, Oracle, and NetSuite systems to assist in monitoring activities.
• Ensure that the culinary team observes all local and international health and food safety standards and practices required for the preparation of food and that creative, modern, nutritionally balanced menus are developed, paying strict attention to healthy eating trends.
• Facilitate ongoing training to enable the Food and Beverage service team to provide the highest level of service to customers.
• Establish and maintain ongoing preventive maintenance programs to protect the physical assets of the resort.
• Ensure that proper emergency, health, safety, and security procedures are in place and maintained to guarantee the safety and well-being of guests and team members.
• Maintain a proactive Human Resource function to assure focused attention on employee motivation, training, and development, wage and benefits administration, compliance with established Government Labour regulations, and employee welfare.
• Maintain the resort’s product and service quality standards by conducting ongoing evaluations of systems/procedures, investigating complaints, and initiating corrective action.
• Ensure marketing, sales, and public relations activities produce results that meet or exceed Management’s expectations.
• Work closely with the overseas Sales team by participating in the development of pricing and promotional strategies as well as creating advertising campaigns for such promotions.
• Maintain an effective open-door communication system.
• Perform any other reasonable duties that may be assigned occasionally.

JOB SPECIFICATIONS

Qualifications Required:

• At minimum a Bachelor of Science degree in Hotel and Tourism Management or a related discipline
• Minimum of seven (7) to (10) years’ experience in a senior management position with extensive industry experience         in an all-inclusive resort setting
• A master’s in business administration or a similar qualification would be a definite asset.
• F&B experience highly recommended.

Critical Competencies Required:

The successful candidate for General Manager must demonstrate critical competencies in the following broad areas: -

• Results Orientation
• Quality Service Orientation
• Relationship Management
• Sales/Marketing Management
• General Operations Management
• Communication and Delegation

PERFORMANCE CRITERIA

• The job is successfully performed when:
• The hotel attains a Customer Service Quotient of above 95%
• Guest complaints are at a minimum.
• Maintain Target Occupancy Rate, year-round.
• Sales targets are met.
• Growth in new business is achieved.
• Health and Safety standards are rigorously maintained.
• Operational budgets are not exceeded.
• Profitability and maximum efficiency are realized.
• An acceptable level of staff turnover is maintained.