POSITION SUMMARY:

Reports To : Managing Director

The General Manager is responsible for overseeing all aspects of hotel operations to ensure exceptional guest experiences, efficient management of resources, and profitability and to focus on building and maintaining strong relationships with guests to enhance their satisfaction and loyalty.

 Key Responsibilities:

1. Operational Management:

· Oversee day-to-day operations of the hotel, including front desk, housekeeping, maintenance, food and beverage, and other departments.

· Develop and implement operational policies and procedures to ensure smooth functioning and adherence to quality standards.

· Monitor key performance indicators (KPIs) such as occupancy rates, average daily rate (ADR), revenue per available room (RevPAR), and guest satisfaction scores, and take corrective actions as necessary.

2. Customer Relationship Management:

· Utilize CRM principles and strategies to enhance guest experiences and foster loyalty.

· Train and mentor staff in customer service best practices, emphasizing personalized interactions and anticipating guest needs.

· Implement guest feedback mechanisms and analyze data to identify areas for improvement and implement solutions.

· Cultivate relationships with repeat guests, VIPs, and corporate clients to enhance loyalty and drive revenue.

3. Financial Management:

· Develop annual budgets and forecasts in collaboration with the finance department.

· Monitor financial performance against budget and take proactive measures to control costs and optimize revenue.

· Negotiate contracts with vendors and suppliers to ensure cost-effective procurement of goods and services.

· Review and approve expenditures, invoices, and payroll to ensure accuracy and compliance with budgetary constraints.

4. Staff Management and Development:

· Recruit, train, and supervise department heads and other key personnel.

· Foster a positive work environment that promotes teamwork, professionalism, and employee growth.

· Conduct regular performance evaluations and provide constructive feedback and coaching to staff.

· Address employee concerns and grievances in a timely and fair manner.

5. Quality Assurance and Compliance:

· Ensure compliance with all relevant laws, regulations, and industry standards, including health and safety regulations.

· Conduct regular inspections of the property to ensure cleanliness, maintenance, and adherence to brand standards.

· Implement quality assurance programs and initiatives to continuously improve service delivery and guest satisfaction.

Essentials:-

· Bachelor's degree in hospitality management, business administration, or a related field; Master's degree preferred.

· Proven experience in hotel management, with a background in customer relationship management or guest services.

· Strong leadership skills with the ability to inspire and motivate a diverse team.

· Excellent communication and interpersonal skills, with a focus on building rapport and relationships with guests and staff.

· Solid understanding of hotel operations, financial management, and industry trends.

· Proficiency in hotel management software and Microsoft Office

· F&B Background. with 12 years of experience in leadership position.