The General Manager serves as the strategic leader and operational head of the resorts, driving exceptional guest experience, team performance, and financial success. The GM ensures that all aspects of the resort’s operations align with the organization’s mission, vision, and standards of excellence. This role is integral in positioning the hotel as a market leader while fostering a culture of Integrity, Creativity and Excellence.
KEY RESPONSIBILTIES:
Embody and lead through Core Values of Integrity, Creativity and Excellence
Operational Management
· Oversee daily resorts operations, including Front Office, Housekeeping, Food & Beverage, Maintenance, and other departments.
· Monitor and maintain service quality standards to enhance guest satisfaction.
· Ensure compliance with safety, hygiene, and quality standards, including adherence to applicable laws and regulations.
· Lead the development and implementation of policies and procedures to optimize operational efficiency.
Financial Management
· Develop and manage the resorts’ annual budget, including revenue, expenses, and profitability goals.
· Monitor financial performance through regular analysis of KPIs, such as ADR, RevPAR, and GOP.
· Analyze financial reports and recommend corrective actions to improve performance.
· Work with the finance team to ensure accurate forecasting and financial reporting.
Leadership and Team Management
· Develop and implement the hotel's strategic plan to achieve business goals and market positioning.
· Foster a positive and collaborative work environment that motivates employees and promotes teamwork.
· Provide visionary leadership to inspire and guide department heads and staff.
· Establish clear objectives and expectations for all team members.
· Analyze market trends and competition to identify opportunities for growth and innovation.
Strategic Planning and Marketing
· Develop and execute strategies to position the resorts as a market leader.
· Work closely with the sales and marketing team to drive occupancy, ADR (Average Daily Rate), and RevPAR (Revenue Per Available Room).
· Identify and implement initiatives to improve guest loyalty and attract new business.
Guest Experience
· Actively engage with guests to ensure satisfaction and address any complaints or concerns promptly.
· Monitor guest feedback and implement improvements based on reviews and suggestions.
· Lead initiatives to enhance the guest journey and deliver personalized experiences.
Community and Stakeholder Engagement
· Act as the face of the resorts in the local community, fostering relationships with businesses, organizations, and the public.
· Collaborate with owners, investors, and other stakeholders to align the resort’s operations with business objectives.
Staff Welfare and Development
· Promote employee wellbeing through training, engagement, and recognition programs.
· Foster a supportive work culture focused on inclusivity and growth.
· Maintain an open-door policy to address employee concerns and gather feedback.