General Manager at IBIC Investment Holdings

Key Responsibilities
Business Strategy Development & Execution:

• Develop strategies and business plans designed to maximize luxuriously curated guest experiences, optimize profitability, and increase market share.
• Translate business plans into member-level action, lead and motivate the team and be accountable for successful delivery of results.
• Measure and evaluate the success of property-level business strategies to inform future business plan enhancements.
• Continually verify that business plans and actions have a positive impact on property performance.

Sales, Marketing & Revenue Management:

• Collaborate with Head of Finance on Revenue Management strategies and tactics to optimize topline revenues
• Identify new business leads, develops tailored sales approach, and actively pursues leads in the luxury segment with Sales team.
• Leverage past luxury experience in fostering a polished sales culture and approach.
• Work closely with Sales and Marketing team to develop revenue generating strategies for property.
• Actively participate in driving a culture of revenue maximization.

Food and Beverage/Guest Services:

• Utilize extensive prior senior leadership experience and remain current on fashionable dining trends and practices.
• Motivate Team Members to create experiences that surprise and delight the caliber of guests.
• Lead high-end Rooms Division and collaborate with Operations/Food and Beverage (F&B) teams to achieve set
• departmental goals e.g. on productivity, customer satisfaction levels, compliance, absenteeism rates, etc.
• Support F&B team in concept and menu development and refinement.
• Support to ensure accountability of the team in achieving optimal profitability and other established key
• performance metrics.

People Management:

• Coaching and Developing Team members – Work with the Group HR to identify the developmental needs by coaching, mentoring, or otherwise to improve their knowledge or skills.
• Establishing and maintaining relationships with clients by providing them with information about new products and services, marketing promotions, or special events.
• Identify resource needs to strengthen property team, create succession plans for future job openings, actively
• support the staffing process, verify effective work processes, systems and teamwork are in place to maximize individual and overall property performance.

Customer and Public Relations Management:

• Establish market presence by actively promoting an exemplary property image, getting involved in the local community, and developing strategic alliances with local officials, businesses, and customers.
• Anticipate needs of large groups or high-profile guests in order to deliver flawless service, verify that products, services, and events attain the appropriate publicity (“PR buzz”).
• Evaluate guest feedback to recognize excellent Team Member performance and hold leadership team accountable
• for addressing areas for service improvement, and for developing innovative ways to exceed guest expectations.

Rooms Division:

• Maximize room occupancy at best rates and use up-selling techniques to promote services and facilities
• Managing the financial performance of GR team by creating budgets, monitoring expenses, and generating reports
• Providing continuous training to employees on appearance, division standards, policies and procedures
• Managing staff schedules to ensure that there are enough employees on duty at all times to meet customer demand
• Evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement
• Ensure regular and VIP Guests are recognized and that the Front Office department operates with a sales attitude and promotes the hotel brand's loyalty scheme
• Ensure Team Members have current knowledge of GR products, services, pricing and policies, as well as knowledge of the local area
• Maintain good communication and working relationships with all other departments
• Conduct monthly communication meetings and produce minutes
• Support the HR Team to Recruit, manage, train and develop the Front Office team
• Comply with GR security, fire regulations and all Health and Safety legislation
• Act in accordance with policies and procedures when working with front of house equipment and property management systems
• Manage budgets, records, and contracts.
• Approach all encounters with guests, employees and members in a professional and personalized manner, ensuring timely resolution for all.
• Daily reporting on revenue and occupancy status to Management team via mail
• Conduct daily drill with housekeeping, laundry and other units and ensure proper conduct and compliance of staff
• Assist with other departments, as necessary.

Key performance indicators:

• Your success will be measured by:
• Revenue per available room (RevPAR)
• Average Daily Rate (ADR)
• Occupancy Rate
• Brand Awareness and Visibility
• Conversion Rates
• Guest Satisfaction (NPS scores)
• Online reviews across platforms (Ratio of positive to negative/passive)
• Employee Productivity.

Requirements / Skills Required

• Bachelor's Degree (ideally in hospitality), completed trainings/certifications in the hotel industry as well as 7 or more years of experience OR Master’s Degree and 4-5years of hospitality experience.
• Proficiency in English (verbal & written), foreign language is a plus
• Proven experience in managing key hotel/hospitality divisions (front desk, rooms division and/or guest services) with strong problem-solving capabilities
• Ability to work well under pressure and keep calm in difficult situations
• Previous supervisory or managerial experience in hospitality.

Core competencies of the Guest Experience Manager are identifiable in two main skill sets:

• Business Competencies
• Strategic thinking
• Business process management and analysis
• Effective Delegation
• Managing risks
• Prioritization & Time Management
• Clear Communication
• Business Relationship Management
• Technical Competencies
• Broad technical understanding
• Service Level Management
• Service Engineering
• Desk Operations
• OTAs management
• Hotel Software/PMS management
• Customer Focus.