What are the responsibilities and job description for the General Manager position at Innisfree Hotels?
Innisfree Hotels is an inclusive workplace that fosters a culture of care where employees genuinely matter, and their voices are heard.
Location:
Amelia Hotel At The Beach
We are seeking a General Manager responsible for managing property operations on a day-to-day basis to assure optimum performance and continual improvement in the five key result areas: guest service, employees, sales/marketing, property appearance, and profit/financial control. Coordinates, directs, and manages the staff and everyday hotel operations to achieve profitability, guest satisfaction, and efficiency while maintaining standards set by the company assuring 100% guest satisfaction.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
Location:
Amelia Hotel At The Beach
We are seeking a General Manager responsible for managing property operations on a day-to-day basis to assure optimum performance and continual improvement in the five key result areas: guest service, employees, sales/marketing, property appearance, and profit/financial control. Coordinates, directs, and manages the staff and everyday hotel operations to achieve profitability, guest satisfaction, and efficiency while maintaining standards set by the company assuring 100% guest satisfaction.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
- Always approaches all interactions with guests and employees in a friendly and service-oriented manner by maintaining a positive demeanor.
- Promotes a positive and caring work environment by addressing and resolving any conflict in a calm and poised manner.
- Welcomes guests and fosters customer loyalty through his/her friendly manner.
- Oversees the operations functions of the hotel.
- Always remains readily accessible to guests and employees.
- Holds regular briefings and meetings with all head of departments.
- Ensures full compliance to Hotel operating controls, SOP’s, policies, procedures and service standards.
- Leads all key property issues including capital projects, customer service and refurbishment.
- Handles complaints and oversees the service recovery procedures.
- Responsible for the preparation, presentation, and subsequent achievement of the hotel's annual operating budget.
- Manages on-going profitability of the hotel, ensuring revenue and guest satisfaction targets are met and exceeded.
- Maintains a strong understanding of P&L statements and the ability to react with impactful strategies.
- Ensures that monthly financial outlooks for Rooms, Food & Beverage, Admin & General, and Property Operations are on target and accurate.
- Maximizing room yield and hotels revenue through innovative sales practices and yield management programs.
- Overseeing and managing all departments and working closely with department heads daily, ensuring career progression and development.
- Responsible for legalization, Occupational Health & Safety Act, fire regulations and other legal requirements.
- Makes reservations and processes guests’ check-ins and check-outs as needed.
- Be aware of the availability of rooms at the hotel on any given day to ensure revenue is maximized.
- Act as Concierge, Bellman, Valet, Shuttle driver, Housekeeper and problem solver as needed.
- Monitors all no-show charges, researches credit card discrepancies, and processes chargebacks.
- Conducts routine inspections of the public areas of the hotel daily, weekly, and monthly, recognizing and correcting any potential safety hazards and addressing cleanliness issues.
- Ensures property, grounds, physical plant, and work areas maintained to standard.
- Solicits guest feedback regarding hotel services and facilities and takes corrective action to solve any deficiencies.
- Monitors the Guest feedback on Trip advisor, OTA's etc. and hotels GSTS and RSTS surveys.
- Reviews employee performance and conducts disciplinary actions and terminations.
- Maintains accurate records including cash flows sheet, guest floor limit, AR Ageing reports, Direct billing, etc.
- Investigates, reports, and coordinates all hotel accidents that are employee and guest related.
- Aids in the selection and continuous training of staff to provide high quality service to guests.
- Updates availability information in the Property Management System as required.
- Covers shifts of all departments as needed.
- Ensures hotel staff is provided with uniforms and name tags, and upholds property grooming standards.
- Maintains contact lists for all staff, vendors, and any emergency situations.
- Prepares and processes invoices for all departments.
- Ensures team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.
- Has a good knowledge of all systems and standard operating procedures of Front Office.
- Performs any other duties as assigned by management.
- Degree or diploma in Hospitality Management, Business Administration, or related field.
- Minimum 4 years of experience as Assistant General Manager required.
- Should be able to work independently and with minimum supervision.
- Excellent customer service skills.
- Ability to read, write, and speak effectively in English in order to communicate with guests and team members.
- Have a strong attention to details.
- Must be able to multi-task.
- Must be a team player.
