Hotel General Manager at Whispering Palms Resort

Scope and General Purpose:

To manage the operations in such a manner that customer satisfaction and budgeted profit margins are achieved and that a good company image is projected, thus ensuring continued growth.

Responsible to:

Chairman/CEO

Liaises with:

Heads of Department

Accountant

Purchasing Department

Sales Executives

Main Duties:

• Increases management's effectiveness by recruiting, selecting, orienting, training, coaching, counselling, and disciplining managers; communicating values, strategies, and objectives; assigning accountabilities; planning, monitoring, and appraising job results; developing incentives; developing a climate for offering information and opinions; providing educational opportunities.
• Develops strategic plan by studying technological and financial opportunities; presenting assumptions; recommending objectives.
• Accomplishes subsidiary objectives by establishing plans, budgets, and results measurements; allocating resources; reviewing progress; making mid-course corrections.
• Coordinates efforts by establishing procurement, production, marketing,  and technical services policies and practices; coordinating actions with supervisors
• Facilitate the preparation and analysis of reports from all departments
• Review performance data (financial, sales and activity reports) to monitor and measure productivity, goal progress and activity levels
• Responsible for the achievement of departmental / unit productivity and quality goals
• Planning and organising accommodation, catering and other hotel services;
• Managing budgets and financial plans as well as controlling expenditure;
• Setting and achieving sales and profit targets;
• Analysing sales figures and devising marketing and revenue management strategies;
• Planning work schedules for individuals and teams;
• Dealing with customer complaints and comments;
• Addressing problems and troubleshooting;
• Ensuring events and conferences run smoothly;
• Supervising maintenance, supplies, renovations and furnishings;
• Dealing with contractors and suppliers;
• Ensuring security is effective;
• Carrying out inspections of property and services;
• Ensuring compliance with organisational policies, procedures and processes
• To ensure the efficient management of all districts.
• To ensure that each department contributes the agreed budgeted profits.
• To provide effective leadership through professional man-management and encouragement of subordinates.
• To carry out regular, meaningful performance appraisals conducted in such a manner that effective, open, two-way communication is maintained.
• To follow up and ensure that the agreed action and developmental plans identified at these appraisals are being effected.
• To carry out monthly performance reviews, coach and direct activities to achieve desired performance.
• To draw up, in conjunction with the Personnel Manager, meaningful succession and career plans for all management staff.
• To monitor progress of agreed succession and career plans and ensure that these are adhered to.
• To ensure that departmental managers are conducting regular performance appraisals and drawing up appropriate action and developmental training plans for their subordinate managers, using job descriptions as a guide.
• To ensure that the company's objective relating to labour turnover is achieved or bettered.
• To ensure that subordinates are totally conversant with and practising good industrial relations procedures.
• To ensure that subordinates are totally conversant with and implementing all company policies and procedures.
• To review and analyse monthly results, highlight problem areas and take appropriate action to rectify poor performance.
• To ensure that all financial targets are being achieved, e.g. through purchase discounts, debt collection, etc.
• To compile and agree meaningful, achievable budgets through accurate research and application of in-depth knowledge of the industry.
• To make recommendations for salary increases for subordinate staff, basing these recommendations on objective performance reviews and market-related equivalent positions.
• To stay "close to the customer" and maintain effective communication with him at all times through a planned programme of formal meetings and entertainment.
• To ensure that complaints or problems are actioned without delay and that effective follow-up action takes place to avoid a recurrence.
• To ensure that the company's training objectives are achieved.
• To attend all company social and promotional functions, maintaining a high profile with current and prospective clients.
• To be aware of current trends in the industry and make suggestions how these could be implemented for the benefit of the company.
• To attend meetings and training courses as required and continually strive for the improvement of won professional skills.
• To liaise and work closely with sales executives to ensure that realistic, achievable proposals are submitted.
• To maintain effective working relationships with line and staff functions to ensure the efficient opening of new contracts.
• Maximize occupancy and average rate of hotel through creative and selective selling.
• Maximize the use of the grounds and all other facilities through creative and selective selling.
• Accurately report the month-end, year-to –date room night and revenue accounts to Corporate Executive members, for revenue increasing opportunities and possible action plans.
• Report on trends in the industry and local markets.
• Accurately forecast all strong tentative and definite groups on an ongoing basis, paying particular attention to the forecasted average rate, comp units forecasted, and accurate room night forecast based on history.
• Oversee the design and development of all collateral utilised in the sales process.

Qualification and solicitation of existing and new accounts through:

•  Personal visits
• Telephone calls
• Written correspondence
• Participation in promotional events
• Participation in industry and community events, as well as trade shows
• Travel to industry events and sales calls
• Review meeting quotas, goals and forecasts for quality and quantity of room nights.
• To ensure the prompt and efficient service of all meals, snacks, functions and beverages to the required standards.
• To ensure that profit margins are maintained, agreed costs are not exceeded through effective control systems, including issuing against dockets, sales analysis, menu costings and cash checks.
• To anticipate guests’ needs and respond promptly to guests’ requests.
• To ensure that sales executives are well trained, correctly and smartly dressed and serve their customers in a professional and friendly manner.
• To ensure that room service orders are executed promptly and that they comply with the required standards.
• To ensure that room service staff are correctly and smartly dressed and serve their customers in a professional and friendly manner.
• To act as Duty Manager as required.
• To ensure maximum security in all areas under your control and that staff are fully aware of the importance of key security.
• To ensure that staffing levels are correct and to agreed standards and are not exceeded without prior consultation.
• To ensure that company and statutory hygiene standards are maintained in all areas.
• To attend timeously to customer complaints.
• To take the necessary steps in the event of theft, burglary or fire.
• To ensure that reports and administration requirements are timeously submitted.
• Maintain positive working relationships with the Federal and State Governments Visitor’s Bureau and other tour agencies operating in the country, as well as all lead sources.
• To ensure that fair discipline is effected.
• To ensure that fire and evacuation drills are held regularly.
• To prepare and submit on the required format all information necessary for budgeting purposes, timeously and accurately.
• Contact and entertain clients – not only during their site visits, but also while groups are in-house, and through invitations to contacts within the Lagos area.
• To hold regular staff meetings.
• To be fully aware of trends in the industry and make suggestions for improvement of the operation.
• To attend meetings as required.
• To carry out or ensure that regular On-the-Job Training is taking place to agreed standards.
• All employees are expected to go about their duties in an environmentally responsible manner. It is our aim is to ensure all resources are utilised effectively and efficiently. This includes taking measures to minimise wasting energy, water and office consumables.