General Manager

Job Title:                                General Manager

Hotel:                                     The Metropole Hotel

Reports To:                            Group Managing Director & Group Director of Operations

Responsible For:                   Delivery of hotel business plan

Role

This position is ultimately responsible for the overall business performance of the Hotel across the key measures covering sales, profit, people and customer.

Works Successfully With

Internally:      Direct Reports, Department Heads, all members of the hotel Team, other Business Unit Managers, Group Resources / Shared Services (including HR, Finance, Sales & Marketing)

Externally:     Customers, Suppliers, Contractors, Industry Colleagues and Support Networks

Responsibilities

Strategic Management

• Work with hotel Team and Group Resources to develop and deliver annual a business plan in line with Group strategy and aligned to other business units as required
• Set and communicate a clear direction and strategic focus for the Team
• Translate the strategy into aligned processes, projects and organizational structures ensuring changes can be implemented with appropriate speed throughout the value chain
• Analyse operation performance trends to understand their current and potential capabilities and capacities and identify where development is needed to achieve strategic goals
• Ensure the business plan is cascaded to all levels, is aggressively pursued throughout the year and corrective action is taken as required
• Work closely with Revenue Manager and Group Marketing Manager to drive rooms strategy participating in weekly Sales & Yield Meetings and delivering on budgetary targets
• Work with Deputy General Manager to ensure all Food, Beverage, Conference and Banqueting elements of the business plan are aligned to hotel plan, all managers are aware of their goals and your support and focus is given where necessary to deliver those goals.

 Financial

• Work with the Group Financial Accountant to forecast business levels for the hotel and to ensure all costs are in line with business levels
• Work with the Deputy General Manager to ensure labour productivity is managed in line with forecast and budget
• Work with Finance Department to manage purchasing function, stock and equipment levels
• Control and analyse departmental costs in cooperation with HOD's, taking action to control negative deviation

People & HR

• Inspire people and create a culture of involvement, ownership, empowerment, improvement and accountability though your actions, behaviours and experience.
• Align personal and team objectives and empower people to realise their full potential
• Develop the team's skills and competencies to ensure their future mobility and employability
• Ensure all Managers and Supervisors have clear goals and responsibilities derived from the hotel annual business plan and they are communicated through performance management system
• To promote and maintain all HR policies and procedures
• To ensure the hotels operations follow all applicable laws, hotel policies & procedures and group standards
• Work with the Group Director of Human Resources to ensure strategic plan for Human Resources is delivered.

Communication

• Work closely with the Deputy General Manager to ensure all decisions made at Senior Team meetings, weekly financial meetings and HOD meetings are actioned
• Hold a weekly meeting's with the Deputy Manager and management regarding business levels, operations, HR issues, forecasting and marketing
• Attend weekly Sales / Yield Meeting to review rooms business levels, forecasting, advertising and manage yield effectively

Health & Safety Hygiene and Sanitation

• To be ultimately responsible for the Health & Safety of Hotel and Grounds
• Work with the Deputy General Manager to ensure regular Health & Safety Audits are carried out in each department and all staff are aware of their role and responsibilities in relation to Health and Safety
• To work with the Deputy General Manager to minimize accidents and incidents in The Hotel.

Systems

• Ensure all Managers are using TMS correctly to forecast and budget staff requirements
• Ensure that all Managers and Supervisors are using Delphi for all bookings and are proficient in its use
• Ensure the maintenance system is efficient and effective and maintenance staff productivity is monitored

Sales & Marketing

• To drive all Sales & Marketing activity in the hotel ensuring that all of the team are fully focused on Sales & Marketing opportunities
• Work with the Sales & Marketing Director to develop conference & event business
• Develop and drive new events or ideas to improve on existing business.
• Work closely with the Sales & Marketing Director to monitor trends, to have strategies in place that mitigate revenue shortfalls
• Review and evaluate guest satisfaction of the individual revenue areas on a regular basis and make recommendations on new ideas/concepts as appropriate
• With the Deputy General Manager ensure that Group Marketing Function is delivering growth in presence on all social media channels. Ensure the social media message is consistent and complies with brand values.
• With the Deputy General Manager challenge managers to maximize sales through promotions, suggestive selling and up selling and ensure this up-selling culture is filtered down through each department
• To actively participate in sales when required including potential client visits, hosting site inspections, delivering sales pitches on behalf of The Hotel
• To assist in running Group wide events particularly with Sales & Marketing Team
• To work with the Sales & Marketing team in hosting site inspections and converting prospective business

Guest Services

• To be a role model for customer service and to ensure that customer service training is carried out consistently and regularly so that all staff are trained and understand their role in delivering customer service and that this is driven by the HOD's.
• To work to ensure that customer service focus is present in all activities in The Hotel and in particular in all interactions with guests and internal customers
• Ensure guest complaints are addressed in the correct manner.
• Ensure people have the necessary resources, competencies and empowerment to maximize the customer experience
• Continually monitor and review the experiences and perceptions of customers and respond appropriately to any feedback, this may include Trip Advisor, in house comment system, own website etc
• Compare the performance of The Hotel with relevant benchmarks and learn from their strengths and opportunities for improvement in order to maximize the value generated for customers

Training & Development

• Evaluate and give feedback on the performance of management on a regular basis through Management Appraisals to direct reports
• Work with the Deputy General Manager to implement a development plan for all senior operational managers.
• Ensure system of succession planning for key management positions
• Liaise with HR dept in recruiting and selecting new managers as required

Other Considerations

• Keep aware of trends, practices and equipment in all areas of presentation and service in the industry through trade literature and competition check to ensure that our operations are competitive in the marketplace
• Membership of Irish Hotel Federation and attendance at meetings.
• Membership of other local bodies such as Chamber of Commerce, as required.
• Drive activities of Green team to ensure cost savings in this area

Key Performance Indicators

        Adherence to budgets.

        Levels of staff turnover and absenteeism within the Hotel

        Staff morale within the Hotel as indicated in Employee Survey

        Customer satisfaction at all times.

        Identification of development needs of HODs

Benefits of working for Trigon Hotels

• Competitive rate of pay
• Healthcare options
• Relocation Assistance
• Access to our Company Pension Scheme
• Death in Service Benefit
• Employee referral bonus
• Friends & Family discounts across our restaurants
• Special rates in our hotel accommodation
• Paid internal and external training days
• Access to Trained Mental Health First Aiders
• Team Member Social & Wellbeing Events
• Team Member Annual Awards, Service Recognition, Monthly Team Member of The Month
• Meals on Duty
• Assistance with Leap Cards