General Manager
Job Description:
Job Title: General Manager
Department: Executive
Supervisor: Board Of Directors
Principal Responsibility & Position Purpose:
The General Manager (GM) will be responsible for overseeing all hotel operations, ensuring the highest standards of guest service and financial performance. This leadership role encompasses the management of hotel staff, enhancement of operational efficiency, and elevation of guest satisfaction, all while upholding company policies and procedures.
Duties and responsibilities
Supervise and coordinate all daily hotel operations, encompassing front desk, housekeeping, food and beverage services, and maintenance, to maintain superior quality standards and maximize guest satisfaction.
Lead the recruitment, training, and management of hotel staff. Conduct performance evaluations, provide ongoing coaching, and foster professional development to enhance team effectiveness and morale.
Develop and oversee the hotel's budget, monitor financial performance metrics, and implement strategies to meet revenue goals while controlling costs and optimizing profitability.
Ensure outstanding guest service by proactively addressing concerns, resolving complaints, and creating positive and memorable experiences throughout each guest's stay.
Design and execute strategic sales and marketing initiatives to boost hotel occupancy, promote special offers, and strengthen the hotel's market presence and brand visibility.
Ensure adherence to health and safety regulations, industry standards, and company policies. Manage risk, secure necessary licenses, and maintain compliance to safeguard operational integrity.
Produce and analyze comprehensive reports on hotel performance, including financial results, occupancy rates, and guest satisfaction metrics. Communicate findings and recommendations to senior management.
Overall responsible for the performance of the company as agreed with the board of directors.
Successful business policy and strategy formulation, implementation, monitoring and control.
Responsible for overseeing the entire hotel operation and commercial interests.
To promote a positive environment through participative management techniques as outlined in the Nesuto Way to maintain productivity levels.
Prepare the rolling strategic plan in line with the overall Hotel strategic plan.
Overall financial management of the entire business operations. This will include the preparation of budgets, key performance indicators, financial reporting and capital expenditure to ensure effective cost control and profitability.
Drive the revenue management of the hotel, ensuring daily, weekly, and monthly revenue meetings are taking place.
Have full control over all revenue management decisions including group, corporate and inbound rates.
Achieve continued revenue growth through innovation in services, product offerings and sales and marketing initiatives. A full 12-month sales and marketing plan to be submitted every year.
Drive sales ensuring that sales team members are adhering to the sales and marketing strategy.
Attend at least two sales calls a week.
Provide effective leadership, management, training, motivation and development of all team members in your reporting line.
Maintaining good relationships with all stakeholders, including suppliers.
Oversee the Building Management function and manage the Strata relationships.
Ensure compliance with legislation and regulatory requirements and company policies.
Manage the Human Resources function of the business. To attend all relevant Hotel department meetings.
Forecast, monitor and control wage costs.
Monitor and record all breakages and wastage and associated costs.
Ensure all resource use is minimised where possible e.g., Electricity.
Prepare team rosters in advance based on business.
Administer payroll.
Ensure that all public and back-of-house areas are presentable and that all equipment is stored correctly.
Work with maintenance personnel to maintain the asset with preventative maintenance plans.
Conduct team training, using the Nesuto Way program as well as on the job training and ensure that appropriate training records are kept.
Ensure team members perform duties according to Nesuto Procedures.
Ensure the team adheres to the Nesuto grooming standards.
To have a complete understanding of and ensure the team adhere to the hotel's policy relating to fire, hygiene, health and safety.
Resolves customer concerns and addresses all feedback in a timely and professional manner.
Complete a thorough yearly competitor analysis to ascertain our position in the market place.
Ensure that occupancy, room rates and revenues for the Hotel are continuously maximized and that the Hotel ranks, at a minimum within the top-performing hotels amongst its direct competitor set.
Be flexible to assist with other duties and projects as directed.
Ensure consistent high standards of food preparation, presentation and quality are maintained in the F&B outlet. Ensure the quality of the food and service offering is commensurate with the agreed standard.
Conducts monthly inspections of all F & B and Rooms Division areas to ensure consistency.
Ensure food safety systems are robust through compliance with standards.
Ensure that food and beverage senior staff are holding pre and post briefings of each meal period to ensure that everyone is aware of all requirements and are kept updated on hotel promotions.
Responsible for Food and Beverage Cost of Sales and ensuring targets are met or exceeded.
Ensure the outlet's involvement in industry-based competitions at a local and national level for food preparation and combined competitions.
To control and be actively involved with imagination and innovation in creating menus concepts and food promotions.
Ensure general and food requisitions are checked to ensure correct items are ordered and delivered.
To ensure all displays are creatively presented and to maintain tidiness of all areas of the hotel pertaining to the food and beverage outlets.
To continually develop and maintain outlet policy and procedure manuals.
Continually develop the food and beverage offering.
Monitor all Food and Beverage and Rooms Division figures, daily, weekly and monthly and have a thorough understanding of the budget and profit and loss statement.
Attend housekeeping briefing meetings when appropriate.
Organisational Relationships
Supervises: Heads Of departments
Liaises With: F&B Manager, Operations Manager, Financial Controller, Executive House Keeper, Group Executive Chef, CFO and Directors' Office.
Replaces: N/A
Replaced by: N/A
Other
Comply with all company policies.
The management reserves the right to change/extend this statement if necessary at any point of time during her/his employment.
The holder of this statement can be asked to take on other tasks in addition to the ones stated, in a reasonable framework.