General Manager

Mika Hotels - Location: Lusaka, Lusaka Province, Zambia, Lusaka

Job closed

Contract

Contract type
Permanent
Application deadline
11/02/2019

Description

Position
General Manager
Industry
Vacancies
1
Description

To be responsible for the day-to-day management of a Hotel, its staff and also pay attention to the details, setting the example for staff to deliver a standard of service and presentation that meets guest’s needs and expectations with a key aim of customers.

Responsibilities and Duties

Guest Relations:

  • Be readily available/approachable for all guests
  • Ensure that departments achieve or exceed guest’s expectations.
  • Take proactive approaches when dealing with guest concerns.
  • Extend professionalism and courtesy to guests at all times.
  • Ensure delivery of excellent customer service at all times, ensuring guests’ comfort and safety;
  • Ensure customer complaints and comments are handled and resolved timely and professionally;
  • Be responsible for evacuation in case of emergency, acting as first point of contact for the team, guests and the emergency services;

Unit Networks:

  • Recognize good team performance on a continuous basis through reward and recognition programme.
  • Assist team leaders in meeting and exceeding company’s goal.
  • Perform periodic staff appraisals by liaising with the Office of the Human Resources to ensure availability of productive and motivated staff;
  • Ensure all important meetings are held regularly in line with annual time management;
  • Conduct monthly reward and recognition meeting celebrating goal and associate achievements.
  • Promote empowerment by recognizing team members that make decision.
  • Develop cross-training program as applicable.
  • Assist subordinate to understand the Group Goal and make new plan to expend the company.
  • Call meeting on monthly basis for review.
  • Complete skill matrix for subordinates to encourage for team leadership learning.
  • Conduct one-on-ones meetings with HR.
  • Provide relevant service training on quarterly basis to enhance the standards of the hotel.
  • Ensure orientation take place from Human Resources Department for all the employees on timely basis.

Financial:

  • Achieve budgeted revenue and profit goals, balancing cost with guest satisfactions.
  • Comply with all corporate accounting procedures.
  • Maximize revenue through the Yield Management and inventory control systems.
  • Develop annual budget and capital expenditure plans from each department.
  • Aggressively minimize accident, workmen’s compensation, and unemployment claims and resulting costs.
  • Utilize budgets to teach assistants and supervisors to understand financial objectives. Balancing costs with associates/guests satisfaction.
  • Develop and communicate selling strategies, utilizing inventory control, reports and other forecasting tools.
  • Weekly reviews with Sales & Marketing.
  • Be accountable for all relevant product delivery and stock management (mainly food staff, laundry, cleaning material and bedroom supplies ) including setting stock levels, checking, counting, storage, reconciliation and loos investigation;

Sales & Marketing:

  • Implement and encourage hotel participation in corporate national sales and marketing programs.
  • Ensure effective promotion and business marketing in liaison with the Marketing Manager;
  • Communicate competitive market conditions to team supervisors and Marketing Manager.
  • Review the inventory controls for room night and business distributions.
  • Continually solicit new business for the hotel.
  • Monitor group block and direct bill processes.
  • Networking during breakfast and social hours to assist sales in uncovering new business leads.
  • Ensure that all Guest Care associates understand hotel selling strategies.
  • Stay current on local market conditions.
  • Assist the hotel sales team with preparing the annual revenue budget and annual marketing plan.
  • Maintain rapport with competitor hotel, lead sources, clients, and local community.
  • Manager sales departments to perform correctly.
  • Review period end reports which obtain from Sales & Marketing Manager.

Operations:

  • Perform hands-on duties as needed to deliver guest services.
  • Provide a safe working environment in compliance with all the staff.
  • Responsible for accident prevention programs.
  • Audit to ensure guest rooms, public spaces, grounds, work and kitchen areas meet sanitation and cleanliness standards.
  • Coordinate preventive maintenance and general clean program so that guest satisfaction goals are attained.
  • Analyze and implement actions using the Systems for Management indicators on a daily/weekly basis.
  • Attend all regional training seminars as outlined in key success factors.
  • Coordinate suite care programs. Identifying trends and making recommendations for improvements.
  • Audit a minimum of 15 rooms on weekly basis and guide House Keeping Manager to resolve the concerns.
  • Ensure cross training for all associates if required

Administrative:

  • Ensure property hiring practices comply and make requirements via Human Resources       Department;
  • Interview and select potential new hires utilizing Human Resources Department;
  • Promote both Guarantee of fair treatment and open door policies;
  • Complete all daily administration tasks as required and ensure availability of reports/          statistics for business analysis and decision making;
  • Use constructive coaching and counselling when addressing associates concerns.
  • Maintain current licenses and permits as prescribed by local, state and federal agencies.
  • Have working knowledge of all corporate brands manuals.
  • Scheduling of management team includes coverage of weekend and evening hours.
  • Pursue additional personal development.
  • With input from the team supervisors, conduct reviews in a timely fashion.
  • Help to develop and manage skill/talent by acting as mentor;
  • Ensure employees understand policies, like pay procedure, bonus plans and benefits.

Of your time,

20% should be spent in participating on;

  • Direct hotel enquiries. With this conversion is expected to increase.
  • Online bookings.
  • Digital marketing.

50% should be spent on managing the hotel according to expected standards. i.e.

  • Maintaining good sanitary conditions and cleanliness.
  • Constant check and ensure proper maintenance of the hotel
  • Systems management.

15% should be dedicated to cost reduction

  • Constantly monitoring and keeping within acceptable standard the Food cost, manpower costs, administrative cost and other cost.

15% should be towards improving the service standards and customer care through but not limited to;

  • Ensuring trainings are undertaken
  • Regular feedback from the guest
  • Ensuring standard of service delivery is maintained.

QUALIFICATIONS AND PERSONAL ATTRIBUTES

Minimum of a Bachelor’s Degree in Hotel Management or any equivalent combination of education and experience sufficient to perform job duties may be considered. A master’s Degree would be an added advantage.

  • Must have a minimum of 5 years work experience in the same capacity, with a minimum of (10) ten years work experience in the Hospitality Industry will be an added advantage
  • Sufficient experience in preopening of a hotel(s) would be an advantage
  • Must understand both local and international hotel marketing
  • Creative, self motivated, proactive and confident
  • Creative and able to be innovative
  • Experience in managing a diverse team
  • Sufficient Knowledge in Environmental, Occupational Health and Safety and Food safety
  • Strong verbal and written communication skills

Female candidates are also encouraged to apply – local and non- Zambian Citizens too.

Age: Above 35 years

Requirements

Min education
Primary school
Required experience
4 Years
Nationality
Not defined
Languages
Not defined
Skills
Not defined
Prerequisites

.

Company

Employer name

Mika Hotels

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