Hotel General Manager

SUMMARY:
Valor Hospitality Partners is recruiting for a Boutique Hotel General Manager with hotel opening experience in Cape Town. Opening is scheduled for later this year.

Job Purpose: The Hotel Manager has full responsibility for and directs the full operations, service, logistics, and activities of the Hotel Team to ensure that the hotel achieves its financial objectives. The position responds to the directives presented by the Director of Operations and the requests of the Guests, Team, suppliers, and Clients. The role also ensures that Guests receive exceptional levels of personalized service always, commensurate with the requirements of a luxury boutique hotel. This role works closely with the relevant Team members and outside contractors to affect a coordinated effort to ensure facilities and equipment are in perfect conditions and working order. The role develops guest and market intelligence and uses such to plan and execute the activities of the hotel such as pricing, service offering, staffing and employee engagement, CAPEX, compliance, health and safety, control, and reporting. With Valor Africa, develops strategy, objectives, and action plans to ensure the hotel delivers efficient and profitable operations.

POSITION INFO:
Key Performance Indicators:
Areas KPIs
1. Customer Related

• Level of guest satisfaction, including responses to special requests and management of Guest Feedback and Online Reputation

• Effective coordination of Hotel Team effort to serve Guests; the morale, growth, and development of Hotel Team Members

• Achievement of quality improvements as agreed by the Owner and Valor team and standards to govern the activities of the Hotel Team

• Achievement of the Hotel profitability targets (GOP, EBITDA, REVPAR, COS, Revenue) – KPI shared with the Valor team
• Timeliness and completeness of submission, and adherence to, the Hotel annual budget (Revenue, Cost, Capex)
• Effective management of Hotel Cash Flow to ensure sufficient working capital for daily activities

• Is accountable for all aspects of the Guest Experience, Operational Excellence, and Commercial Health of the business
• Effectively monitor the continuous upkeep of Hotel facilities

• Ensures world-class upscale 5-Star service is delivered to Guests, in all locations, by effectively directing the Hotel Team (F&B, Service, Housekeeping, Reservations, and Grounds) on all matters impacting the guest service provision as measured by online reputation metrics and direct guest feedback
• Is available to meet, greet, and if necessary, entertain guests to ensure that they receive the highest standards of care
• Leads the service by adopting a ‘hands-on’ approach, demonstrating the willingness to serve alongside the hospitality team, especially during times of high occupancy
• Ensures that policies, processes, and standards directly affecting Guests reflect their safety, security, and preferences
• Implements and monitors processes and systems that ensure the highest levels of confidentiality and security of information.
• Works with 3rd Party suppliers to ensure excellent service to these organizations and to the guests that they place in the hotel

• Supports the selection of appropriately competent employees who reflect a high degree of service orientation, professional charm, and who can uphold the Hotel values
• Implements practices and activities to support the continuous development of Hotel Team leaders and employees
• Completes feedback and performance appraisals for own team in time and according to the required standards
• Addresses performance shortcomings and rewards performance achievement
• Creates an environment that contributes to highly positive employee engagement and commitment to the job
• Promotes and maintains compliance and awareness of health, safety, and security issues in accordance with applicable legislation and best practice

• Working with the Valor Team, ensures that all policies, processes, and standards affecting the Guests are complete and documented to guide and direct activities
• Takes appropriate time to inspect all aspects of the offering to ensure the highest standards (Upscale 5-Star standard) of housekeeping, cleanliness, personalized service, and attention to guest requests are achieved.
• Ensures that the Hotel Team know of, understand, comply with, and consistently apply relevant quality-related standards policies, processes, rules, and procedures.
• Notices and communicates opportunities to further improve quality standards and ensures that Hotel teams follow through on implementation
• Develops, implements, and monitors systems and methods that capture and communicate Guests' preferences, likes and dislikes as appropriate without compromising their privacy

• Prepares and proposes the annual budgets for the Hotel Team needs and activities
• Ensures that REVPAR, GOP and EBITDA objectives are realized or surpassed
• Monitors the usage of equipment and consumption of stock
• Working with finance and purchasing, ensures inventory and par stock levels are appropriate to ensure consistent levels of quality service
• Ensures that Debtors Days are kept to within acceptable minimums
• Ensures that Creditors Days are kept to within acceptable maximums while ensuring that good supplier relationships are maintained

• Assists the Property Leaders in ensuring that Guest spaces and facilities are maintained in impeccable and fully functional condition.
• Liaises with commercial tenants to ensure that service level agreements are fully respected (if applicable)

• Takes active steps to ensure Hotel, sensitive and confidential information is not accessible to unauthorized persons
• Ensures a dogmatic application of all legislative, safety, security, and health measures for the protection of guests and employees.
• Ensures that all legislative provisions regarding financial reporting, manpower management, and liquor management are strictly adhered to

• This Job Description outlines the duties that are typically performed by the jobholder. These duties are not the only duties required by the job, and management might assign additional duties from time to time.

• Process Excellence and Service Delivery Manager of a Managers
• Sustainable Quality and Attention to Detail Manager of a Managers
• Innovation for Results Manager of a Managers
• Initiative and Change Agent Manager of a Managers
• Teamwork, Cross Organizational Collaboration and Building High Performance Teams Manager of a Managers
• Managing Uncertainty (Ambiguity) and Adaptability Manager of a Managers

• Ability to anticipate future circumstances, conditions, and requests and to plan hotel activities using these scenarios
• Ability to comprehend, develop and communicate abstract concepts
• Ability to correctly communicate detailed information and instruction to others
• Operates comfortably in an environment of high levels of ambiguity
• Ability to recognize health, safety, or security concerns High levels of abstract reasoning
• Proactive, commercial approach to planning

• Degree or equivalent in Hospitality Management / Leadership
• Background in Food and Beverage or Rooms Division Service

• Ability to effectively communicate with others in English (written and spoken) Ability to effectively communicate with others in one other language

• Previous experience in overseeing the operations of a 5-Star or equivalent luxury hotel
• Previous experience in senior (Head of Department) hotel management
• Previous experience in International 5-Star Hotels
• Hotel opening experience

• Proficient in reading and interpreting financial statements
• Proficient in constructing budgets and forecasts
• Proficient in Pricing and Yield Management
• Proficient in the use of negotiation skills
• Detailed understanding of the workings of 3rd Party suppliers (OTA, Consortia and PCAs)
• Proficient user of Microsoft Office software applications
• Conversant with specialist terminology including;
  • F&B service
  • Culinary
  • Housekeeping
  • HR
  • Front Office
  • Maintenance
  • Operational Finance Proficient in the use of digital communication tools
• Proficient in property-specific management software

• High degree of confidentiality and protection of sensitive information
• Committed to creating environments and systems that enable the delivery of exceptional and personalized services
• Displays a sense of urgency and dedication to meeting the needs and wishes of others
• Persistent in establishing effective systems and activities
• Effective in creating and fostering an environment of collaboration
• Does not make judgments about people based on their views, preferences, habits, and behaviors.
• Demonstrates exceptional levels of integrity and fairness
• Maintains a positive outlook in the most challenging situations and circumstances.
• Demonstrates high levels of resilience in demanding environments.
• Ability to work independently without receiving detailed instructions.
• Has a passion for supporting the development of people
• Presents impeccable grooming and deportment

• Embraces, supports, and models organizational values and culture