General Manager at Greyfield Hotel & Apartments

POSITION OVERVIEW

The General Manager (GM) is responsible for overseeing all aspects of the hotel’s operations, ensuring profitability, guest satisfaction, and team performance. As the leader of the hotel, the GM will play a crucial role in establishing the brand, setting service standards, and driving business growth.

KEY RESPONSIBILITIES

OPERATIONAL MANAGEMENT

• Oversee day-to-day hotel operations, including front desk, housekeeping, F&B, maintenance and guest services
• Ensure compliance with company policies, local regulations, and industry standards.
• Implement and monitor standard operating procedures (SOPs) to ensure efficiency.
• Ensure smooth coordination between departments to maintain operational efficiency.
• Implement and maintain high-quality standards for guest service and overall experience.

FINANCIAL PERFORMANCE & REVENUE MANAGEMENT

• Develop and manage the hotel’s budget, ensuring financial sustainability.
• Maximize revenue through strategic pricing, occupancy management, and cost control.
• Analyze financial reports and take corrective actions when needed.
• Develop and execute financial strategies to maximize revenue and profitability.
• Monitor key financial metrics such as Revenue Per Available Room (RevPAR), Average Daily Rate (ADR), and Gross Operating Profit (GOP).
• Control costs, optimize budgets, and implement financial controls to enhance profitability.
• Collaborate with the sales and marketing team to make bookings and increase occupancy rates.

GUEST EXPERIENCE & CUSTOMER SERVICE

• Maintain high standards of guest satisfaction and respond to customer feedback.
• Implement service training programs for staff to enhance hospitality standards.
• Ensure guest complaints are handled professionally and efficiently.
• Ensure superior guest satisfaction by maintaining high service standards.
• Respond to guest reviews and complaints promptly, aiming for X% guest satisfaction ratings.
• Implement loyalty programs and guest retention strategies.
• Monitor and improve guest feedback scores on platforms like TripAdvisor, Google Reviews, and Booking.com.

SALES, MARKETING & BUSINESS DEVELOPMENT

• Work with the marketing team to create brand awareness and attract guests.
• Build strong relationships and partnerships with travel agencies, corporate clients, and online booking platforms.
• Oversee the hotel’s digital presence, including its website and social media.
• Develop and execute marketing strategies to increase visibility and profitability.
• Oversee promotional campaigns, special events, and partnership collaborations.
• Drive direct bookings through website optimization and digital marketing.

TEAM LEADERSHIP AND STAFF MANAGEMENT

• Recruit, train, and develop a high-performing team across all hotel departments.
• Foster a positive and motivated work environment that encourages teamwork and productivity.
• Conduct regular staff meetings and performance evaluations, provide feedback to employees
• Ensure compliance with labor laws, employee well-being, and professional development.

COMPLIANCE & SAFETY

• Ensure the hotel complies with health, safety, and environmental regulations.
• Implement security measures to protect guests, employees, and assets.
• Stay updated on industry trends and legal requirements.
• Maintain 100% compliance with local hospitality laws and licensing requirements.
• Oversee regular audits, inspections, and emergency preparedness plans.
• Manage crises effectively, ensuring guest and staff safety.

STRATEGIC PLANNING & BUSINESS GROWTH

• Identify new revenue opportunities and areas for business expansion.
• Monitor industry trends and competitor activities to maintain a competitive edge.
• Develop short- and long-term business plans to drive growth and sustainability.
• Report to owners/board on financial performance, operations, and future strategies.