General Manager

The General manager is responsible for all aspects of operations at the hotel, to day-to-day staff management and guests. They should be an ambassador for the brand and your hotel. Provide leadership and strategic planning to all departments in support of our service culture, maximized operations and guest satisfaction. Work Very closely with the hotel owners and other stake holders.

GM DUTIES AND RESPONSIBILITIES:

Financial Responsibilities:

• Work with the Hotel Director on all key property issues including capital projects, customer service and refurbishment.
• Responsible for the preparation, presentation and subsequent achievement of the hotel's annual Operating Budget, Marketing& Sales Plan and Capital Budget.
• Manage on-going profitability of the hotel, ensuring revenue and guest satisfaction / expectations targets are met and exceeded e.g ReviewPro, Tripadvisor etc.
• Deliver hotel budget goals and set other short- and long-term strategic goals for the property.
• Developing improvement actions, carry out costs savings focusing on and managing hotel costs (procurement, utility costs et al) and payroll management.
• A strong understanding of P&L statements and the ability to react with impactful strategies
• Closely monitor the hotels business reports on a daily basis and take decisions accordingly.
• Ensure that monthly financial outlooks for Rooms, Food & Beverage, Admin & General, are on target and accurate.
• Maximizing room yield and hotels / resort revenue through innovative sales practices and yield management programs whilst working with the Hotel Director and Director of Revenue & Brand.
• Prepare a monthly financial reporting for the owners and Hotel Director.
• Draw up plans and budget (revenues, costs, etc.) for the owners and Hotel Director.
• Respond to internal audits to ensure continual improvement is achieved.

Operational Responsibilities:

• Hold regular briefings and meetings with all head of departments.
• Ensure full compliance to Hotel operating controls, SOP’s, policies, procedures and service standards.
• Handling complaints, and oversee the service recovery procedures.
• Ensure all decisions are made in the best interest of the hotels and management.
• Maintain cleanliness in the hotel and ensure product standards.
• Helping in the procurement of operating supplies and equipment, and contracting with third-party vendors for essential equipment’s and services.
• Act as a final decision maker in hiring a key staff whilst keeping the Hotel Director in the loop
• Coordination with HOD's for the execution of all activities and functions.

• Overseeing and managing all departments and working closely with department heads on a daily basis.
• Manage and develop the Hotel Executive team to ensure career progression and development for The Address Academy.
• Be accountable for responsibilities of department heads and take ownership of all guest complaints.
• Provide effective leadership to hotel team members.
• Corporate client handling and take part in new client acquisition along with the sales team whenever required.
• Assisting in residential sales as and when required and development with strong sales prospects.
• Responsible for ensuring all maintenance contracts are in place and the standards are upheld.
• Responsible for safeguarding the quality of operations both (internal & external audits).
• Responsible for legalisation, Occupational Health & Safety Act, fire regulations and other legal requirements.

People Responsibilities: (Partnering with the Human Resources Department)

Recruitment& Onboarding:

• Lead recruitment to attract top talent in line with The Address Academy.
• Implement effective onboarding for smooth integration.

Employee Training & Development:

• Oversee training programs to equip staff with necessary skills.
• Promote continuous learning and career advancement.

Performance Management:

• Conduct performance reviews with clear goals and feedback.
• Implement plans for improvement and recognise high performers.
• Ensure head of departments are actioning/following probation process.

Employee Engagement & Retention:

• Foster a positive work culture and high morale.
• Encourage recognition programs and address grievances/disciplinaries promptly.

Succession Planning & Career Development:

• Identify and develop high-potential employees for leadership roles within the Group.
• Ensure clear career progression paths.

Workplace Safety & Compliance:

• Enforce safety protocols and conduct regular training.
• Ensure compliance with labour laws and regulations.

Charity Work & Community Engagement:

• Partner with chosen charities and promote their initiatives.
• Encourage and facilitate staff participation in charity activities.

People-Focused KPIs:

• Employee Engagement & Satisfaction (survey to be implemented).
• Participation rate in engagement programs (EAP, staff events and charities)

Staff Turnover & Retention:

• Staff turnover rate and average tenure.
• Retention of high performers.

Training & Development:

• Completion rate of mandatory training (Training HubE Training).
• Number of training hours per employee.

Internal Promotions & Career Advancement:

• Percentage of vacancies filled by internal promotions. Percentage of promotions from within.
• Success rate in leadership programs.

Workplace Safety & Compliance:

• Number of safety incidents or violations reported.
• Compliance rate with mandatory safety training and certifications.
• Audit results related to workplace safety and employee well-being.

Environmental, Social, and Governance (ESG):

• Ensure the hotel has maintains its Gold Medal award for Green Tourism by upholding our three pillars: Planet, People, and Community.