General Manager

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

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