Unit General Manager

Reporting To: Front Office Manager, General Manager & Corporate Manager, Front
Office
Functional: Front Office
Scope: Unit
Grade: As per Unit Grades
Supervises: Front Office Team at Unit
Main internal contacts
Main external contacts
Unit General Manager
OB Representative
Sales & Marketing Team
Unit HODs
Unit Finance Team
Unit Housekeeping Team
Unit Food & Beverage Team
Unit HR Team
Various Teams in Corporate Head Quarter
Guest’s & Prospective Booker’s
Key Corporate Clientele
Admin In charge handling Corporate booking
OTA & GDS Market Manager’s
TAs & Consolidators
Vendors
Consultants
Local Bodies
Job Description
Fortune Park Hotels Ltd
Page 2 /6
Main objective / Context
Main responsibilities & duties
? High Guest Services Management
Ensure High departmental QMS Score & proper, timely response of departmental tickets.
Ensure guest privacy, safety and security at all times within Hotel premises
Work towards increasing Trip Advisor Satisfaction Score as per UGM directions.
To ensure constant follow-up on guest history.
? Team Management
Trains, cross –train, and retrains all front office personnel. To set a high standard of work
performance and attendance of all employees of the department and by consistent supervision
ensure the maintenance of departmental standards.
? Cost Management
Improving their Room Contribution & controlling cost per room night.
Maintain low departmental Attrition Rate
? Yield management
Maximize room revenue and occupancy by reviewing status daily.
Accurate Room inventory to achieve desired profitability.
Preparation of departmental capital and operational budgets.
Ensure Rates & Inventory are maintained on Channel Manager & all online Channels as per hotel
service design.
Parity across all distribution Channels
Co-ordinate with the sales department for sales promotion
Meet Club ITC Enrolment Targets
Increase Front Office Ancillary revenues
? Process Management
Responsible for adherence to all statutory requirements such as C-forms, Arrival and departure
reports, encashment certificates, etc.
Ensures room folios are correctly maintained and payment received as per billing instructions
given
Ensures all records and documents are maintained as per standards laid down by the
management
To send out periodic statistical data to the concerned departments & Corporate Office.
High commitment towards maintaining Brand Standards
Directly supervises all front office personnel and ensures proper completion of all front office
duties. Directs and coordinates the activities of the front desk, reservations, guest services, and
increasing departmental revenues.
Provide guidance and direction to all associates to ensure they are adhering to all hotel policies,
standards, procedures and regulations.
The ability to perform all front office functions both quickly and efficiently along with functioning
as a technical department resource and providing training new hires.
Job Description
Fortune Park Hotels Ltd
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? Cyclic Work
Ensures prompt, courteous and accurate service to all guests
Responsible for proper yield management of room inventory to achieve desired profitability.
Responsible for the preparation of capital and operational budgets for his department
Responsible for Recommending changes in methods, equipment and staff as per requirement
Ensures safety and security of guest belongings in guest rooms, luggage room and guest lockers
Ensures room folios are correctly maintained and payment received as per billing instructions
given
Responsible for adherence to all statutory requirements such as C-forms, Arrival and departure
reports, encashment certificates, etc.
Ensures guest privacy, safety and security at all times within Hotel premises
Makes conscious and continuous endeavour to meet new clients and maintain congenial
relationship with existing clients
Ensures all records and documents are maintained as per standards laid down by the
management
To control group and individual reservations to ensure maximum occupancy
To co-ordinate with the sales department for sales promotion
To ensure that policies and procedures laid down by the management are followed
To maintain good relations with present and prospective clients
To control day to day credit given to guests.
To co-operate with other departments so that the total activity contributes to ultimate
satisfaction of guests
To set a high standard of work performance and attendance of all employees of the department
and by consistent supervision ensure the maintenance of departmental standards.
To ensure constant follow-up on guest history.
To ensure the completion and follow-up of new and pending maintenance work related to their
Area.
To ensure sales calling if required for promoting business as per UGM directions.
To send out periodic statistical data to the concerned departments & Corporate Office.
To train the front office staff in co-ordination with the training manager
Responsible for preparing duty rosters for FO team.
Ensure High departmental QMS Score & proper, timely response of departmental tickets.
Ensure Rates & Inventory are maintained on Channel Manager & all online Channels as per hotel
service design.
In addition to the above mentioned duties and job functions any other assignment given by the
immediate superior or the management will have to be carried out.
Technical skills
Business Skills Strong organizational and time management skills. Excellent eye for
detail and ability to work with the team in tight deadlines. Innovative,
self-starter who is highly creative with excellent ability to develop
strong and influential relationships at all levels of the organization.
Computer Skills Advanced PC skills including Word, Excel, PowerPoint and Outlook.
Job Description
Fortune Park Hotels Ltd
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Communication Skills Demonstrated effectiveness in written and verbal communication
Business Travel As and when required.
Education/Experience
Education 3 years diploma or graduation with relevant training and experience in
hotels.
Experience Experience with creating a culture of practical and trainings for all
operating procedures. Collaboration and teamwork, capable of
compiling and analysing customer related data to guide, to make
strategic planning for improvements. Mentoring down the line people
working with the department for improved future customer service
while maintaining brand standards. 5-6 years of relevant experience in
same or similar role.
FPHL Leadership competencies
STRATEGIC MINDSET
? Demonstrates foresight
? Demonstrates conceptual ability
? Displays ability to sense emerging changes.
? Spots trends and patterns and identified key issues from a mass
of data/information.
? Grasps information quickly; picks up nuances, subtleties.
? Understand hoe his/her role impacts others in the function.
? Displays a logical thought process in day to day operations.
? Information from diverse sources to make effective ground level
decisions.
? Recognises implications of decisions and alternatives.
CUSTOMER FOCUS
• Can see things through the “eyes of the customers.”
• Is aware of internal and external customer needs.
• Has a fair understanding of the business.
• Looks at work issues from the customers’ point of view.
• Is always pre-occupied with delivering the value preposition of
the business.
• Displays an understanding of the existing infrastructure,
processes and tools used to deliver quality products and services.
Job Description
Fortune Park Hotels Ltd
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• Is able to discern the various elements of the company’s
competitive vis a vis competition
MAKING THINGS HAPPEN
? Energetic, competitive, persuasive and results oriented.
? Has knowledge of internal and external resources.
? Come up with fresh ideas.
? Demonstrates a high degree of preparedness.
? Displays a good planning, organizing, prioritizing and monitoring
skills.
? Displays cost consciousness and an overriding desire to get best
value for money spent.
? Takes regular feedback and guidance to successfully achieve
planned outcomes.
? Exhibits initiative in taking on higher responsibilities and works
beyond his area.
? Contributes meaningfully to discussions involving his/her area.
? Uses mistakes as learning opportunities. Is open to feedback.
? Enhance knowledge /skills base on an ongoing basis.
? Execute all relevant compliances and documentation within
prescribed schedules.
LEADING CHANGE
? Enthusiastic about changes
? Is imaginative
? Thinks out of the box
? Can quickly comprehend the need for the change.
? Open minded when presented with the new perspectives.
? Is comfortable with and gets used to new situations easily.
? Is able to identify and remain focuse4d to achieve desired results
even in unstructured situations.
? Asks questions. Challenges and suggests alternatives and more
effective ways executing tasks.
? Listens attentively. Shares appropriate information.
? Relates to people at all levels.
Job Description
Fortune Park Hotels Ltd
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PEOPLE LEADERSHIP
? Participative, open minded and receptive
? Understands the needs/interests and attitudes of others.
? Is perceptive of non-verbal behavior.
? Is confident but not arrogant.
? Involves in the resolution of problems.
? Brings energy and direction to activities.
? Shares experiences and information with team members.
? Demonstrates commitment to the team and supports team
decisions
STAKEHOLDER
MANAGEMENT
? Understands the expectations and desires of various partners
(property Owners and Owning Boards) and translates them
effectively into business goals.
? Displays thorough understanding of business goals and alignment
with these.
? Nurtures strong business partner relationships with key vendors/
suppliers at a strategic level.
? Maintains a valuable network of contacts across business areas to
drive and support initiative.
? Maintains a healthy and on-going professional relationship with
OB representative and ensures open communication.
? Is able to safeguard company interest while managing Owners
tactfully.