General Manager at PricewaterhouseCooper (PwC)

Reference Number: 130-PEO01037
Location: Abuja
Department: People & Change Nigeria
Job type: Permanent

Roles & Responsibilities
Strategy Formulation and Implementation:

• Defines and executes the overall business strategies in order to transform the hotel under the leadership of the Board
• Establishes the strategic direction and communicates this effectively to the Board and the executive management team for implementation
• Ensures implementation of the comprehensive business plans to facilitate achievement of set goals by planning cost-effective operations and market development activities
• Provides strategic leadership in defining the brand, ethics and values

Business Development and Marketing:

• Leads the business development activities for acquiring more corporate and retail customers
• Designs marketing strategies and programs for identifying business opportunities and building a sustainable customer pipeline

Financial Management:

• Reports the financial and administrative status of the company to the Board at all times
• Proposes yearly budgets for Board approval and ensures the prudent management of resources within agreed guidelines
• Develops improvement actions and costs savings initiatives to maximize revenue through innovative procurement and administration practices

Guest Experience and Satisfaction:

• Develops strategies and programs for delivering an exceptional customer experience at the hotel
• Designs a proactive complaints management system that makes it easy for customers to complain and ensures they get speedy resolution
• Empowers frontline staff through training, tools and policies to resolve customer service needs, and  complaints
• Analyses customer feedback from hotel guestbook and online reviews and develop ways to improve ratings and guest perception

Leadership and People Management:

• Ensures that competent people are in critical roles and establishes a process for continuous people development
• Develops and implements developmental plans, performance management, rewards/recognition and employee engagement strategies to align employees with the corporate objectives and goals
• Develops and implements professional systems for recruitment; HR, Admin & procurement policies & procedures; support staff management, etc.

Others:

• Oversees the day to day operations and ensures full compliance to operating controls, SOP’s, policies, procedures and service standards
• Leads all key property issues including capital projects, refurbishment and renewal.
• Ensures all regulatory and statutory requirements (Legal, Occupational Health & Safety Act, fire regulations etc.) are adhered to

Requirements

• A University Degree in Business Administration, Social Sciences, Hotel Management or any other relevant discipline from a reputable institution.
• An MBA or Master’s degree in any business related discipline will be an added advantage
• Minimum of 12 years’ experience in the hospitality industry with at least five (5) years’ experience in a senior management role
• Significant luxury and international experience will be an added advantage
• Tested leadership experience in corporate turnaround and growth contexts will be an added advantage