General Manager at Sombreiro Consulting Limited

Main Responsibilities
Focus on Customer Relationships:

• Understanding the needs of the different customer targets and providing differential treatment.
• Creating a relationship based on availability and personalisation between customers and the team to ensure customer satisfaction.
• Ensuring a smooth operation to maintain the customer pledge from the start.
• Creating and coordinating activities and taking part in them.
• Managing the food and beverage product in so far as drafting menus, analysing food cost, implementing recipe cards, setting presentation and delivery styles, etc.
• Encouraging customer feedback, following up and analysing guest comments verbally, written or online.
• Implementing corrective action regarding guest comments (e.g., training).
• Taking special care with groups (meetings) and creating unforgettable moments during their stay.
• Maintaining and enhancing the standards of products and services.
• Respecting standards defined by the owners, for example:
  • Personnel training o maintenance of facilities o aesthetic and signage
  • Introduction and enhancement of services
• Passing on an understanding of the required standards and the leading edge they give us over competitors.
• Being the driving force behind all action plans (e.g., promotions, etc).
• Creating and maintaining permanent relations with local industry (e.g., other hotels or apartments, opinion makers, tourism organisations).
• Being the main contact for group bookings on site (e.g., events, meetings, etc.).
• Canvassing agencies of local groups.
• Taking responsibility for the generation of sales.
• Providing regular feedback using appropriate tools:
  • Pricing o business reporting o degree of customer satisfaction
  • Monitoring of competitors

Personnel Coordination and Management:

• Participating in recruitment within a defined framework and follow up of employees.
• Participating in the creation of training plans.
• Contributing to the stimulation of permanent training, for example:
  • Cross-functional exposure o exemplarity of management o on-the-job training
• Giving the example of your own exemplary relations with customers.
• Guaranteeing good labour relations (e.g., improving in-house communication, launching special events for personnel, and applying suggestions to improve quality).
• Organising regular meetings to present results, problems to be solved and the application of procedures.
• Contributing to the analysis and following up of personnel performance using measuring tools.
• Contributing to the follow up and support of personnel progress with the owners:
  • Annual assessment interviews
  • Promotions
  • Wage increases

Education / Professional Experience

• A Hospitality Diploma or Degree (alternatively a degree in another field but at least 5 years’ relevant experience, including food & beverage management).
• Must have 5 to 10 years' experience in hospitality operations.
• Competent desktop software user.
• Previous experience in a multicultural environment is essential
• Sales acumen / persuasive
• Competent team manager and innovator, interested in new technologies
• Well organised and methodical
• Leadership / good at working in a network.