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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