General Manager Operations

Position Overview: The General Manager is responsible for the overall management and operation of the Hotel. This leadership role requires overseeing all aspects of the property, including guest satisfaction, financial performance, staff management, and operational efficiency. The GM ensures that the resort/hotel delivers exceptional guest experiences while achieving business objectives and maintaining high standards of service.

Key Responsibilities:

Leadership and Strategy:

• Develop and implement strategic plans to enhance the resort/hotel's performance and profitability.
• Lead, mentor, and inspire the management team and staff to achieve their best performance.
• Foster a positive and inclusive work environment that promotes teamwork and employee engagement.

Operational Management:

• Oversee the day-to-day operations of all departments, ensuring efficient and effective service delivery.
• Monitor and manage operational budgets, expenses, and financial performance.
• Implement and maintain standard operating procedures (SOPs) to ensure consistency and quality.

Guest Experience:

• Ensure a high level of guest satisfaction by maintaining service standards and addressing guest feedback.
• Monitor guest reviews and implement improvements based on feedback.
• Handle escalated guest complaints and resolve issues promptly and effectively.

Financial Management:

• Develop and manage the resort/hotel's annual budget and financial plans.
• Monitor financial performance, analyze variances, and implement corrective actions.
• Identify opportunities to increase revenue, optimize costs, and improve profitability.

Staff Management and Development:

• Recruit, train, and retain a talented team of employees.
• Conduct regular performance evaluations and provide feedback and development opportunities.
• Ensure compliance with labor laws and maintain a safe and healthy work environment.

Sales and Marketing:

• Develop and execute marketing and sales strategies to attract and retain guests.
• Collaborate with the sales and marketing team to promote the resort/hotel and increase bookings.
• Build and maintain relationships with key clients, partners, and stakeholders.

Quality Assurance:

• Maintain high standards of cleanliness, maintenance, and overall property appearance.
• Conduct regular inspections and audits to ensure compliance with quality and safety standards.
• Implement and monitor quality control programs to continuously improve services.

Health and Safety:

• Ensure compliance with all health, safety, and environmental regulations.
• Promote a culture of safety and ensure all staff are trained in emergency procedures.
• Conduct regular safety audits and implement corrective actions as needed.

Qualifications:

• Bachelor's degree in Hospitality Management, Business Administration, or a related field (Master's degree preferred).
• Proven experience as a General Manager or in a similar senior management role within the hospitality industry.
• Strong leadership and management skills.
• Excellent communication and interpersonal skills.
• In-depth knowledge of hospitality operations and best practices.
• Financial acumen and experience managing budgets and financial performance.
• Ability to work under pressure and handle multiple tasks simultaneously.
• Proficiency in property management systems (PMS) and other relevant software.