Group HR Manager | Advanced Diploma in Applied Employment Law
The General manager is responsible for all aspects of operations at the hotel, including day-to-day staff management and guest services. They should be an ambassador for the brand and the hotel, delivering leadership and strategic planning to all departments to support a culture of service, maximize operations, and drive guest satisfaction. The role works closely with the hotel owners and other stakeholders.
GM Duties and 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 ongoing profitability, ensuring revenue and guest satisfaction targets are met and exceeded (e.g., ReviewPro, Tripadvisor).
* Deliver hotel budget goals and set short- and long-term strategic goals for the property.
* Develop improvement actions, carry out cost savings focused on procurement, utility costs and payroll management.
* Strong understanding of P&L statements and ability to devise impactful strategies.
* Closely monitor the hotel’s business reports daily and make decisions accordingly.
* Ensure 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.
* Prepare monthly financial reporting for the owners and Hotel Director.
* Draw up plans and budgets for the owners and Hotel Director.
* Respond to internal audits to ensure continual improvement.
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 service recovery procedures.
* Make decisions in the best interest of the hotel and management.
* Maintain cleanliness and product standards.
* Assist in procuring operating supplies and equipment; contract with third-party vendors.
* Act as final decision maker in hiring key staff while keeping the Hotel Director informed.
* Coordinate with HODs to execute all activities and functions.
* Oversee and manage all departments, working closely with department heads daily.
* Develop the Hotel Executive team to ensure career progression and development.
* Own responsibilities of department heads and guest complaint ownership.
* Provide effective leadership to hotel team members.
* Handle corporate client acquisition and assist with sales team as required.
* Assist in residential sales and develop strong prospects.
* Ensure all maintenance contracts are in place and standards upheld.
* Guard the quality of operations through internal and external audits.
* Ensure compliance with legal, occupational health & safety and fire regulations.
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 improvement plans and recognise high performers.
* Ensure heads of departments follow the probation process.
Employee Engagement & Retention
* Foster a positive work culture and high morale.
* Encourage recognition programs and address grievances promptly.
* 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 their initiatives.
* Encourage staff participation in charity activities.
People‑Focused KPIs
* Employee Engagement & Satisfaction (survey).
* Participation rate in engagement programs (EAP, staff events, charities).
Staff Turnover & Retention
* Staff turnover rate and average tenure.
* Retention of high performers.
Training & Development Metrics
* Completion rate of mandatory training.
* Number of training hours per employee.
Internal Promotions & Career Advancement
* Percentage of vacancies filled by internal promotions.
* Success rate in leadership programs.
Environmental, Social, and Governance (ESG)
* Maintain the hotel’s Gold Medal award for Green Tourism by upholding Planet, People, and Community pillars.
Job Details
* Seniority level: Mid‑Senior level
* Employment type: Full‑time
* Job function: Management
* Industry: Hospitality
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