Overview

Country Head-Cluster Hotel General Manager

Your responsibilities will include:

To be highly visible at key operational times to ensure the drive and enhancement of the customer experience
Maintain staff focus on ‘the Customer’s need’, individualising and personalising service where possible and encouraging staff initiative
Development and implementation of customer service plans that support the maintaining and continued high performance growth of our customer NPS
Ownership of the full in stay and post stay customer service lifecycle, continually reviewing where improvements can be made and following up on customer feedback and addressing service gaps
Working with the General Manager’s to ensure the brand service standards are routinely reviewed against adoption and delivery metrics
Ensure the highest cleanliness standards across all hotel areas
Collaborate with Hotel Manager and Departmental Head’s to support in following up customer lead opportunities and actively grow the business
Work with Cluster HOD’s to ensure that teams are upskilled and multiskilled in line with business requirements
Work with the Cluster HOD’s to translate annual strategic business plans into considered departmental scorecard targets and associated activity plans
Analysis of daily / weekly payroll costs in accordance with forecasted and materialised revenue levels to ensure optimal staffing deployments are managed with overspend corrected within the same trading period
To consistently conduct time in motion studies across all departments in accordance with technology and process adoption identifying incremental efficiencies
Ensure effective holiday/sickness/absence management
The Person

This is a highly visible role and as the daily face of the operation you will be responsible for overseeing the continual development and delivery of the Apex guest journey, the brand standards and our team culture.

With a passion for customer satisfaction you will be proactive, show initiative and also be able to demonstrate leadership achievements. You will have evidence of motivating and developing department managers and be flexible on working hours. You will see this opportunity as a fantastic platform for the grounding required to move into your first General Manager position.

 

You will:

Have the ability to maintain and enhance a guest and team centric culture
Communicate effectively at all levels both verbally and in writing
Influence and inspire confidence
Imbue a coaching, supporting and challenging mentality that delivers operational results
Build effective and productive relationships (internal & external)
Create an open environment
Identify and manage best resources to achieve targets
Translate strategies into practical plans

MODE OF APPLICATION

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About Little Kitchen Help Ltd

Little Kitchen Help Ltd provides outstanding services for all your recruitment needs. We manage your recruitment process which allows you to focus on your business. We are proud of our responsiveness and provide all our clients with a single point of contact.