General Manager

Job Description

Innisfree Hotels is an inclusive workplace that fosters a culture of care where employees genuinely matter, and their voices are heard.

We are seeking a General Manager responsible for managing property operations on a day-to-day basis to assure optimum performance and continual improvement in the five key result areas: guest service, employees, sales/marketing, property appearance, and profit/financial control. Coordinates directs, and manages the staff and everyday hotel operations to achieve profitability, guest satisfaction, and efficiency while maintaining standards set by the company assuring 100% guest satisfaction.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

Always approaches all interactions with guests and employees in a friendly and service-oriented manner by maintaining a positive demeanor.
Promotes a positive and caring work environment by addressing and resolving any conflict in a calm and poised manner.
Welcomes guests and fosters customer loyalty through his/her friendly manner.
Oversees the operations functions of the hotel.Always remains readily accessible to guests and employees.
Holds regular briefings and meetings with all head of departments.
Ensures full compliance to Hotel operating controls, SOP’s, policies, procedures and service standards.
Leads all key property issues including capital projects, customer service and refurbishment.
Handles complaints and oversees the service recovery procedures.Responsible for the preparation, presentation, and subsequent achievement of the hotel’s annual operating budget.
Manages on-going profitability of the hotel, ensuring revenue and guest satisfaction targets are met and exceeded.
Maintains a strong understanding of P&L statements and the ability to react with impactful strategies.
Ensures that monthly financial outlooks for Rooms, Food & Beverage, Admin & General, and Property Operations are on target and accurate.
Maximizing room yield and hotels revenue through innovative sales practices and yield management programs.
Overseeing and managing all departments and working closely with department heads daily, ensuring career progression and development.
Responsible for legalization, Occupational Health & Safety Act, fire regulations and other legal requirements.
Makes reservations and processes guests’ check-ins and check-outs as needed.Be aware of the availability of rooms at the hotel on any given day to ensure revenue is maximized.
Act as Concierge, Bellman, Valet, Shuttle driver, Housekeeper and problem solver as needed.
Monitors all no-show charges, researches credit card discrepancies, and processes chargebacks.
Conducts routine inspections of the public areas of the hotel daily, weekly, and monthly, recognizing and correcting any potential safety hazards and addressing cleanliness issues.
Ensures property, grounds, physical plant, and work areas maintained to standard.
Solicits guest feedback regarding hotel services and facilities and takes corrective action to solve any deficiencies.
Monitors the Guest feedback on Trip advisor, OTA’s etc. and hotels GSTS and RSTS surveys.
Reviews employee performance and conducts disciplinary actions and terminations.
Maintains accurate records including cash flows sheet, guest floor limit, AR Ageing reports, Direct billing, etc.
Investigates, reports, and coordinates all hotel accidents that are employee and guest related.
Aids in the selection and continuous training of staff to provide high quality service to guests.
Updates availability information in the Property Management System as required.
Covers shifts of all departments as needed.
Ensures hotel staff is provided with uniforms and name tags, and upholds property grooming standards.
Maintains contact lists for all staff, vendors, and any emergency situations.
Prepares and processes invoices for all departments.
Ensures team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.
Has a good knowledge of all systems and standard operating procedures of Front Office.
Performs any other duties as assigned by management.

Qualifications
1. Degree or diploma in Hospitality Management, Business Administration, or related field.
2. Minimum 4 years of experience as Assistant General Manager required.
3. Should be able to work independently and with minimum supervision.
4. Excellent customer service skills.
5. Ability to read, write, and speak effectively in English in order to communicate with guests and team members.
6. Have a strong attention to details.
7. Must be able to multi-task.
8. Must be a team player.
Innisfree Hotels will invest in you, if you invest in you. We are a fast-paced, expanding company and we need team members who thrive on challenge, seek responsibility and value our culture to lead us into the next generation of growth.

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