General Manager

SUMMARY

The General Manager (GM), in conjunction with the management team will strategically lead all areas within the hotel.

The GM is responsible for optimizing profitability, the guest experience and overall hotel quality performance, team member engagement, market share and ultimately return on owner investment.

The objectives of this role will be to lead the hotel opening project according to the Critical path and to ensure the right team is recruited, onboarded, and trained at the right time according to the opening date and business forecast.

Furthermore, the incumbent will achieve revenue optimization, effective cost-control, and implementation of quality operational standards within the framework of the brand.

The GM will lead and develop a hotel team of hospitality professionals to deliver exceptional guest service and quality as well as the operational and financial objectives within the operating budget and business plan.

KEY RESPONSIBILITIES

Leadership

• The GM will work with the hotel Management Team to ensure the successful delivery of the individual departmental plans as they fit within the overall hotels business strategy.
• The GM will inspire, coach, guide and motivate their team and act as the leader for the property with respect to relationship management and development. He/she will lead by example, to inspire the team to ‘Do the Right Thing’.
• The GM is ultimately accountable for the achievement of all hotel KPI’s.
• Ensure the hotel meets and exceeds the Wyndham People Compliance Standards Level 1 – CORE.

Strategy & planning

• The GM will define and execute a detailed strategic budget plan for the hotel. This will also include setting performance targets, comply with all company standards and defining the objectives for the hotel subject to owner approval.
• The GM will focus to develop the awareness of the hotel within the city, region and country, to help the ‘Grow our Iconic Brands’, supported by PR, Social Media plans, relationship with Media, and attendance at key exhibitions.
• He/she will build an excellent relationship with owners, protecting the assets and acting as a Brand Ambassador.

Business Performance

• The GM will be accountable for the overall success and performance of the hotel including:
• Achieving targeted Revenue, and GOP.
• Delivery of commercial plan and achieving sales targets.
• Continuous evolve RevPAR and RGI.
• Achieving target quality scores (Medallia & Quality Audit).
• Delivery of HR plan and achieving People targets i.e., Employee engagement, turnover, productivity ratios, time to hire etc.
• Achieve targeted Wyndham Rewards enrollments.
• Achieving and evolving the Wyndham Green certification.
• Ensuring profitability by keeping a firm control over the bottom line, anticipating and or resolving potential problems, obstacles which may hinder revenue optimization, cost control or quality.

Quality

• As the guardian and protector of the brand, the GM will ensure brand standard compliance.
• In conjunction with the Heads of Department, he/she will roll out Operating Standards (SOP’s) and relevant employee training to drive service excellence and high guest service performance.

Human Resources

• The GM will ensure in conjunction with the hotel management team and Hotel HR Leader to identify, select, recruit, develop, engage, manage, retain and inspire team members to maximise the hotels return on Human Capital.
• The GM will role model the service culture values.

Hotel Opening

• The GM will ensure that all tasks are actioned in time according to the Critical Path
• The GM will conduct any other reasonable duties assigned by owners.

It is not the intent of this Job Description to cover all aspects of the position but to highlight the most important areas of responsibility.