Job Summary –
Directs the overall operation of assigned hotel, to maximise performance, profitability and return on investment by creating a positive and productive work environment and ensuring excellence in guest service and compliance to company standards (quality, service, product and fire life safety). Optimises relationships with owners, key stakeholders, hotel management and associates. Undertakes the leading role in promoting the culture and the values of the Group.
Essential Duties and Responsibilities –
Develops and implements the agreed annual budget and business plan, and makes recommendations for capital improvements to enhance the assets of the hotel and ensure brand loyalty.
Monitors the financial performance and operational plans of the hotel to support the agreed overall objectives.
Oversees the delivery of all guest services ensuring the utmost quality and care is delivered, including the effective resolution of all complaints to the satisfaction of guests.
Ensures that product, standards are met in all areas of the hotel as pertains to physical appearance, maintenance and cleanliness.
Establishes and maintains preventative maintenance programmes to protect the physical assets of the hotel.
Oversees the development and execution of marketing plans and revenue management efforts to maximise revenue generation, RevPAR and occupancy levels. Maximises room revenues and profits by anticipating and planning for market shifts. Ensures the development of strategic marketing opportunities and tactical sales plans.
Maximises food and beverage revenues by ensuring optimal use of banquet / outlet space and most cost-effective management of the hotel's food and beverage outlets
Works closely with corporate team in ensures optimum staffing levels relative to volume and productivity levels in all areas of the hotel. Maximises training initiatives and plans to drive efficiencies and enhance operating and service performance of the hotel.
Develops and maintains rapport with key community contacts to ensure a visible presence in the local community. Ensures the handling of community/media related inquiries in the most effective manner, while referring sensitive matters to corporate media / communications offices.
Provides regular and adhoc information and status reports to corporate team as requested on the financial and operational performance of the hotel against plan.
Establishes and maintains a proactive Talent and Culture function to ensure associate motivation, training and development, pay and benefit administration, and compliance with policies and procedures and local labour regulations. Fosters positive associate / labour relations with employees.
Fosters the development of a positive work environment for all associates. Mentors all levels of associates through formal and informal meetings, discussions and performance feedback.
Works effectively with associates to address cultural and / or work environment issues so as to affect positive employee and guest experiences.
Measures the effectiveness of broad-based marketing plans and yield management efforts to maximise the number of market segments reached, and to diversify the sources of revenues
Actively drives and coordinates Performance Appraisal process at the hotel level with the Director of Talent and Culture, providing constructive feedback toward career developments for associates.
Actively drives and co-ordinates the Operations Management Review (OMR) process across all Hotels, to enhance service and product standards and ensure alignment with corporate direction.
Gives overall leadership to the corporate Guest Experience programme as well as the corporate Quality Assurance programme, and drives the improvement initiatives these programmes generate/require.
Ensures quality, fire and life safety standards are fully implemented and are never compromised for profit.
Acts as mentor to hotel management team, responsibility for their professional development and career progression by implementing Professional Appraisal Plans and monitoring individual performance through both informal / formal process
Develops and updates local hotel policies, (in alignment with corporate policies) and manuals (in alignment with corporate manuals) for implementation in the hotel to ensure consistency and compliance across the property.
Actively participates in and leads the recruitment and talent development for the Hotel, to meet both current and future needs.
Models the culture, vision, mission and core values at all times, actively driving the vision and values across the hotel.
While this job description is intended to be an accurate reflection of the duties involved in this position, the company reserves the right to add, remove or alter duties when business need dictates.
Required Skills –
Well developed leadership competencies.
Strategic thinking, with strong problem solving and organizational skills.
Well developed communication and presentation skills (written / verbal).
Effective relationship management skills (internal / external)
Strong customers focus skills.
Sound financial understanding to Profit and Loss level.
Strategic understanding of Human Resources, Sales and Marketing.
Bachelor’s degree or equivalent in Hotel Management, Business degree or equivalent experience
Not less than ten years senior hospitality management experience.
Not less than three to five years as Managing Director / Hotel Resident Manager.