SUMMARY
The role holder will contribute to the performance of the hotel by leading the business forward from the front by leading by example. This role needs to ensure that at all times that the key stakeholders (Wyndham Hotels and Resorts/Ownership/Team members/Guests) are all satisfied.
- Must be able to drive yield, profitability and excellence in service standards.
- Hold property leadership team accountable for project execution, and guide their individual and professional development.
- Build strong rapport with property owners through proactive and on-going communication; as well as keep them informed of brand initiatives and guest experience
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.
KEY RESPONSIBILITIES
DEFINE AND DELIVER AGAINST THE HOTEL’S STRATEGIC PLAN
- Define and deliver against the hotel’s strategic plan
- Working closely with the Regional Office, the General Manager will define and execute against a detailed strategic and budget plan for the property. This will include setting performance targets, enforcing policies, processes and procedures as well as defining the infrastructure of the hotel, particularly critical in the opening phase
- The General Manager will create a positive identity and awareness of the hotel within the city, region and country, to help ‘Grow our Iconic Brands’
- Will build and keep an excellent relationship with owners and protecting the assets and act as an extension of the WH&R Management team. Will build a strong PR presence and relationship with Media, Trade shows etc.
- Create and establish the property on defined target markets, business management and develop and fulfill the defined business plan at a hotel and company level.
QUALITY ASSURANCE, BRAND STANDARDS AND GUEST SATISFACTION
- As the guardian and protector of the Wyndham brand, the General Manager will ensure that all activities are conducted within the brand standards of WH&R.
- They will also take steps to set up and initiate guest satisfaction measurement tools like Wynreview/Trip Advisor, team member awareness and operating standards and SOP’s/LSOP’s in order to ensure the highest level of performance, compliance and guest satisfaction for the property in fitting with the high standards expected in a hotel of this type.
- ‘Leverage the strength of the World’s Largest Hotel Company’, to deliver results with the Wyndham Rewards loyalty program.
COMMUNICATION
As communication is key for any business meetings (or similar ones) need to happen in a regular manner:
- Conducted documented 121’s with all direct reports
- Share all relevant information with RVP in 121’s
- Monthly HOD Meeting
- Weekly Exec Com Meeting
- Quarterly all Hotel Meeting
- Monthly Business Review Meeting
- Chair Monthly Credit Meetings
- Owners Meetings
FINANCE
- Review with the Finance Leader/HR Leader the payroll figures and challenge the HOD’s with regards to overspending and casual usage
- Be accountable for the overall performance of the hotel and will be involved in all key decisions and expenditures
- Manage the CAPEX/OPEX in alignment to the approved budget
- Have ultimate responsible for the hotel Balance Sheet /P&L and will manage the relationships with the owner and Wyndham on an ongoing basis
- Be responsible for preparing the annual budget for Wyndham and owner approval in conjunction with the relevant Exec Com
- Ensure accurate and timely reporting to the Regional Office
- Be accountable for the overall success and performance of the hotel and the delivery of operational, brand led and financial goals whilst delivering exceptional guest service and quality
- In conjunction with the Exec Com/HOD’s the General Manager will measure overall performance based on KPI’s and regular reporting, keeping a firm control over the bottom line Profit and Loss and anticipating and or resolving potential problems or obstacles which may hinder revenue optimization, cost control or quality. Should there be any changes in revenue generation this is communicated to the Regional Office immediately
MANAGEMENT & LEADERSHIP
- Train and develop direct reports and provide support when required through regular coaching and mentoring sessions
- Ensure all direct reports have a PDP to achieve their goals
- Ensure that effective communication flow is maintained at all times
- Actively participate in the community involvement projects and initiatives together with the hotel’s management team
- Maintaining a business environment based on the Code of Conduct and Company Vision
- Working with the hotel Exec Com to ensure the successful execution of the individual departmental plans as they fit within the overall business strategy.
- Provide guidance, motivation and direction to all team members and act as the face and ambassador for the property in particular with respect to relationship management and development.
- Leading by example, to ensure s/he and her/his team always look to ‘Do the Right’
SKILLS & COMPETENCIES
- Leadership
- Communication
- Integrity
- Respect
- Diplomacy
- Team player
- Strategic planning and decision making
- Commercial acumen
- Quality orientation and attention to detail
- True hotelier
- Analysis
- Attention to detail
- Accountability
- Self-starter
Alongside these key competencies, the incumbent of the role will be required to demonstrate the fundamentals of the company’s WeCom! Service culture to be responsive, respectful and deliver a great experience.
EXPERIENCE, CERTIFICATION & EDUCATION
- Bachelor’s Degree level educated, ideally within a hospitality management related or business administration discipline from an internationally recognized hospitality school or similar
- and/or profound industry experience as General Manager as per below.
- Broad international experience as a General Manager in branded international 4 and/or 5 star hotels - 5 years minimum.
- Previous international working experience ideally in Europe is highly desirable.
- Experience within the hospitality commercial function, such as sales, revenue management, marketing, managing a P&L statement
- Significant experience of managing people including large, complex, and multi-national teams as well as strong understanding of F&B.
- Understanding of uniform systems of accounts used for hotels.
- A strong sense of commerciality, financial acumen and revenue background
- Computer literacy and a high level of competency within Microsoft Office programmes and hotel reservations systems (Micros Opera)
- Knowledge of the UK Market is preferred.
Any other reasonable duties as directed by the Regional Director of Operations.