▷ Urgent: General Manager

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Overview The General Manager is responsible for all aspects of operations at the hotel, including day-to-day staff management and guest relations. They should be an ambassador for the brand and the hotel. Provide leadership and strategic planning to all departments in support of our service culture, maximized operations and guest satisfaction. Work very closely with the hotel owners and other stakeholders.
Financial Responsibilities Work with the Hotel Director on all key property issues including capital projects, customer service and refurbishment.
Responsible for the preparation, presentation and subsequent achievement of the hotel's annual Operating Budget, Marketing & Sales Plan and Capital Budget.
Manage on-going profitability of the hotel, ensuring revenue and guest satisfaction/expectations targets are met and exceeded (e.g., ReviewPro, Tripadvisor).
Deliver hotel budget goals and set other short- and long-term strategic goals for the property.
Develop improvement actions, carry out cost savings focusing on hotel costs (procurement, utility costs, et al) and payroll management.
A strong understanding of P&L statements and the ability to react with impactful strategies.
Closely monitor the hotel's business reports on a daily basis and take decisions accordingly.
Ensure that monthly financial outlooks for Rooms, Food & Beverage, Admin & General are on target and accurate.
Maximize room yield and hotel revenue through innovative sales practices and yield management programs while working with the Hotel Director and Director of Revenue & Brand.
Prepare monthly financial reporting for the owners and Hotel Director.
Draw up plans and budgets (revenues, costs, etc.) for the owners and Hotel Director.
Respond to internal audits to ensure continual improvement is achieved.
Operational Responsibilities Hold regular briefings and meetings with all heads of departments.
Ensure full compliance with hotel operating controls, SOPs, policies, procedures and service standards.
Handle complaints and oversee the service recovery procedures.
Ensure all decisions are made in the best interest of the hotel and management.
Maintain cleanliness in the hotel and ensure product standards.
Assist in the procurement of operating supplies and equipment, and contract with third-party vendors for essential equipment and services.
Act as a final decision maker in hiring key staff while keeping the Hotel Director in the loop.
Coordinate with HODs for the execution of all activities and functions.
Oversee and manage all departments and work closely with department heads on a daily basis.
Manage and develop the Hotel Executive team to ensure career progression and development for The Address Academy.
Be accountable for the responsibilities of department heads and take ownership of all guest complaints.
Provide effective leadership to hotel team members.
Corporate client handling and participate in new client acquisition alongside the sales team when required.
Assist in residential sales as needed and develop with strong sales prospects.
Ensure all maintenance contracts are in place and standards are upheld.
Safeguard the quality of operations during internal and external audits.
Ensure compliance with Occupational Health & Safety Act, fire regulations and other legal requirements.
People Responsibilities Recruitment & Onboarding: Lead recruitment to attract top talent in line with The Address Academy; implement effective onboarding for smooth integration.
Employee Training & Development: Oversee training programs to equip staff with necessary skills; promote continuous learning and career advancement.
Performance Management: Conduct performance reviews with clear goals and feedback; implement plans for improvement and recognise high performers; ensure heads of departments action probation processes.
Employee Engagement & Retention: Foster a positive work culture and high morale; encourage recognition programs and address grievances promptly.
Succession Planning & Career Development: Identify and develop high-potential employees for leadership roles; ensure clear career progression paths.
Workplace Safety & Compliance: Enforce safety protocols and conduct regular training; ensure compliance with labour laws and regulations.
Charity Work & Community Engagement: Partner with chosen charities and promote initiatives; encourage staff participation in charitable activities.
People-Focused KPIs: Monitor employee engagement and satisfaction; track participation in engagement programs.
Staff Turnover & Retention: Track staff turnover rate, average tenure and retention of high performers.
Training & Development: Monitor completion rate of mandatory training and training hours per employee.
Internal Promotions & Career Advancement: Track percentage of vacancies filled by internal promotions and success rate in leadership programs.
Workplace Safety & Compliance: Monitor safety incidents, training compliance and audit results related to workplace safety.
ESG: Ensure the hotel maintains its Gold Medal award for Green Tourism by upholding Planet, People, and Community pillars.

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