Lead, support and direct all operational aspects including commercial success and profitability of the hotel assigned. Provide leadership, strategic oversight and embark on any projects as assigned. The General Manager will be responsible for the efficient running of hotel operation by supervise management and overseeing operations. Aim to ensure that the hotel maximizes customer satisfaction, revenue and profitability. His/her scope of responsibilities covers the financial results (Revenue, cost of sales, payroll & related expenses, other expenses, departmental income, gross operating income, net operating income) of the hotel. He/she is also responsible for the standards of the product and service.

HOTEL MANAGEMENT & STRATEGY
• To support the overall strategic management of the hotel by establishing effective working relationships with key stakeholders in both the property and Corporate Office
• Responsible for the compilation and strategic Participate and contribute to the annual hotel business plan process
• Establish the hotel Commercial & Customer Positioning strategy, driving all Rooms Revenue Segments, maximizing yield and ADR
• Establish the hotel’s Digital Marketing & eCommerce Strategy in unison with the Director of Sales & Marketing
• Actively participate in the key management issues in the property (Capital projects, refurbishment, training, customer service)
• Actively support Sales and Marketing initiatives and goals by ensuring that all Operational Departments are fully trained, consistently delivering high customer service and driving revenue opportunities
• Actively support the Director of Sales & Marketing in the generation of revenue by ensuring the highest possible level of collaboration in Conference & Banqueting organization to maximize yield and profit
• Conduct regular property inspections of all areas of the hotel and when necessary place corrective measures in place when issues exist
• Is the ReviewPro champion from an operations perspective and provides regular feedback on this to the General Manager and Senior Executives
• Direct and lead the biannual Quality Assurance process as directed by Cross Hotels & Resorts, ensuring that the prescribed improvement plan is addressed and implemented where practicable

FINANCIAL MANAGEMENT
• Achieve planned operational profit margins for the hotel
• Ensure that costs are controlled in a detailed and structured manner according to budget/financial plan
• Analyse Profit and Loss Statements on a monthly basis including productivity, operating costs, revenues and prepare action plans accordingly, i.e. cost per occupied room; food cost; beverage costs; payroll including overtime; other expenses; other outsourced labour or services
• Ensure that labour productivity is maximized in all operational departments according to business demand and maximize multiskilling and labour cost saving opportunities without compromising service standards
• Understand and maintain the closest possible understanding of hotel’s revenue plan to ensure the greatest level of alignment between revenue and cost
• Work with Operational Departments, Finance and Purchasing to deliver best quality for the most competitive price is purchased
• Prepare yearly budgets and monthly forecasts in conjunction with the key stakeholders for revenue, Operating Expenses, staffing, capital expenditure, etc
• Review and approve all expense accounts for the hotel

OWNERS RELATIONS
• Maintain compliance with all legal statutory and HMA requirements, established policies & procedures, quality assurance, safety, environmental and infection control.

TEAM DEVELOPMENT & LEADERSHIP
• Manage all hotel team members in a professional and motivating fashion
• Set yearly objectives for each direct report as per Cross Hotels & Resorts standards
• Conduct performance reviews on a regular and consistent basis as per Cross Hotels & Resorts standards
• Offer coaching and guidance to direct reports and team members when appropriate
• Deal effectively with instances of poor performance
• Identify development needs and future career paths for direct reports
• Conduct regular Operations Meetings including all direct reports
• Recruit high potential and quality employees in conjunction with the Human Resources Department
• Ensure sound performance management practices, through recognition, coaching, counselling and disciplinary action if necessary
• Ensure employees are well managed with clear objectives and well trained and that they are deployed in the most productive way
• Allocate employees with Department Heads to tasks in the most flexible and productive fashion
• Ensure departmental training action plans, rolling 3-month training plan are executed with the Human Resources Manager
• Ensure all employees are fully trained in job skills and customer service based on departmental service standards and training records are maintained
• Ensure effective standards of two-way communication exists for all employees
• Ensures that all team members attending training sessions are being briefed before and debriefed after.
• Ensures that work schedules/rosters are written according to hotel needs and compliance to labour laws
• Evaluate daily operations and implement measures to improve OH&S, guess satisfaction, employee engagement and operational efficiency

QUALITY, SERVICE & BRAND STANDARDS
• Ensure the highest standards of quality in all aspects of the hotel operation, ensuring that brand values and standards are never compromised
• Ensure highest possible levels of customer service across the operation
• Actively follow up on GSTS & mystery reports instituting corrective actions in a fast and effective manner
• Actively investigate what further reforms to the operation may be necessary to raise standards
• Participate in the implementation of goals and the successful rollout of initiatives and programs as required
• Analyse ReviewPro reports and provide recommendations to improve guest satisfaction and online reputation
• Direct and lead the Quality & Continuous Improvement practises
• Ensure that brand values and standards are never compromised
• Ensure highest possible levels of guest service across the hotel

FOOD & BEVERAGE DEPARTMENT
• Oversee the running of all Food & Beverage operations ensuring that all department service standards are met consistently
• Ensure all aspects of food & service quality in all the outlets are maintained to Cross Hotels & Resorts Standards
• Oversee the management of all outlets, kitchen(s) and Banqueting Department to ensure that standards, efficiencies and quality expectations are actively promoted and delivered upon
• Ensure the most cost-effective F & B purchasing / menu engineering to meet cost/revenue goals
• Keep up to date with and implement new Food & Beverage concepts with the full involvement Group • irector of Operations
• Through Food & Beverage departmental Managers, ensure the most cost-effective promotion of all aspects of the operation in conjunction with the Director of Sales & Marketing, i.e. menu presentations, pricing, promotions and ongoing activities
• Assist Director of Sales & Marketing in establishing an efficient and competitive Conference and Catering strategy including all pricing
• Evaluate competitor products and price policy twice per year

ROOMS DIVISION DEPARTMENT
• Oversee the running of all Rooms Division operations ensuring that all departmental service standards are met consistently
• Ensure that the Front Desk Operation, including telephone and all uniformed services, deliver the highest standards for customer satisfaction and cost-effectiveness
• Ensure that all Front Desk systems are fully and effectively utilized and that regular, ongoing training is organized
• Ensure that the Housekeeping Department delivers on cleanliness standards while maintaining budgeted productivity and costs
• Ensure a strong working relationship between Housekeeping, Front Office and Engineering is developed and maintained
• Ensure with the Front Office Manager and Revenue Manager that occupancy is maximized daily
• Guide the Front Office Manager on daily strategy, i.e. overbooking, sell out strategy
• Ensure the best quality of cleanliness is maintained throughout the hotel with the Executive Housekeeper
• Ensures VIP rooms are checked on a daily basis

ENGINEERING DEPARTMENT
• Oversee the running of an Engineering operation ensuring that all departmental service/legal/safety standards are met consistently
• Ensure that the Engineering team works within all legal and organizational standards and that technical efficiency is maintained at an optimum level
• With the Chief Engineer, ensure that the highest possible attention is paid to the safety and security of all guests and staff through detailed reviews and checks on all procedures, equipment, etc.
• Challenge existing levels of POMEC expenditure with the Chief Engineer, ensuring that energy, payroll and other costs are at the lowest possible level while maintaining safety and quality standards
• Ensure effective planning of maintenance works with the Chief Engineer
• Ensures through Chief Engineer that repairs are recorded and dealt in a timely manner

SAFETY, SECURITY, EMERGENCIES & CRISIS MANAGEMENT
• Personal Protective Equipment (PPE) may be required when performing work duties that may have the potential of risk to your health or safety. The hotel will provide the required PPE. Team members will be trained in the proper use and care of any assigned PPE. It is your responsibility to report defective, damaged or lost PPE, or equipment that does not fit properly, to your Manager.
• Ensure that all potential and real hazards are reported and addressed immediately
• Oversee and fully understands fire, evacuation and bomb threat procedures as set down in hotels Crisis Manual
• Update Resort Crisis Manual as required
• Ensure that emergency procedures and practices are enforced at all times to provide for the security and safety of our guests and team members
• Ensure that team members work in a safe manner that does not harm or injure self or others
• Stimulate and encourage a general awareness of health and safety for all operational areas
• Anticipate possible and probable hazards and conditions and either correct them or take action to prevent them from happening
• Ensure that all safety and brand standards are maintained including periodic testing of the crisis manual

COROPORATE SOCIAL RESPONSIBILITY (CSR)
• Work with Cross Hotels & Resorts to solve social issues in the Hospitality Industry
• Implement Group Wide CSR Initiatives in conjunction with the EVP Operations

• Bring some old school hospitality principles merged with the new
• Social Media master
• Have an entrepreneurial spirit
• Bring songthing new to the table
• Lead a multicultural team to new heights
• Excellent delegation and time management siklls
• Digital commercial leadership
• Creative F&B ideas with speed and strong execution
• Guest experience mastery
• Charismatic leadership