General Manager
hace 2 días
Overview
The General Manager is responsible for the financial performance, brand execution, overall administration, and direction of the property. He/she partners with local executives, the Regional Director of Hotel Operations, and the Hard Rock International Support Center to develop and execute strategic plans. The General Manager must harmonize the culture, mission, values, and quality standards to ensure maximum potential is achieved. This person must create an exceptional climate of professional and personable service that ensures the engagement of employees, guests, and owners.
Responsibilities
- Lead, direct, and manage all property operations. Maintain regular presence throughout the property.
- Create performance expectations, lead people, manage processes, and hold people accountable for the agreed-upon activities and timetables.
- Communicate with leaders regarding issues, risk, and liability concerns, or other important business matters.
- Create property annual operating budget, capital plan, and cash flow.
- Prepare plans and strategies to ensure the maximization of property performance.
- Create and develop goals and operational strategies for the operations that are aligned with the Hard Rock brand. Communicate the role that each employee has in their achievement and ensure accountability.
- Analyze and identify financial opportunities, including cost controls, productivity levels, and revenue generation.
- Monitor actual sales, revenues, and expenses to determine variance and assess goal accomplishments, and adjust strategies and forecasts accordingly.
- Monitor competitive set activities and adjust execution as needed.
- Protect and enhance the value of property assets through appropriate programs and maintenance. Evaluate the condition of equipment and property and conduct analysis for capital expenditure needs.
- Oversee operational efficiency, standards compliance, and service and financial measurements. Identify gaps and implement measures to correct deficiencies.
- Attract and select the best talent available from inside or outside the organization.
- Develop and implement strategies to retain staff.
- Train, coach, and counsel executive team, managers, and supervisors, and employees to achieve their career goals and maximize their potential.
- Monitor and evaluate staff performance and deliver recognition and rewards.
- Promote a positive work environment for all employees and ensure all employment-related processes and documentation are in compliance.
- Conduct regular meetings with staff to communicate global programs, implement new products and procedures, and discuss areas of opportunities, special events, and other activities.
- Ensure an extraordinary experience and create loyalty to the property and Hard Rock brand by exceeding expectations through exceptional service and product quality.
- Monitor quality assurance program scores and guest feedback. Take corrective action when necessary.
- Maintain presence in property during peak business periods.
- Ensure all property policies and procedures are fully implemented in all departments, including health and safety guidelines.
- Maintain relationships with key clients, owners, and investors.
- Maintain communication with Hard Rock corporate staff.
- Develop positive relationships within the business and social community.
- Spearhead annual philanthropic initiatives.
- Promote the organization in and out of industry and at relevant trade associations.
- Present a professional image to employees, guests, clients, owners, and investors.
- Perform duties in accordance with and ensure compliance with property management agreement and other requirements and regulations.
- Operate ethically to protect the Hard Rock brand. Ensure brand and business initiatives are implemented.
- Maintain confidentiality of guest, employee, and company information.
Qualifications
- 10+ years' experience in hospitality management, including 5 years at the hotel executive management level and 3 years as a General Manager, preferably with an international brand.
- Degree/diploma in Hospitality Management, or an equivalent combination of education and experience that provides knowledge, skills, and ability sufficient to successfully perform the duties of the position.
- Working knowledge of local hospitality industry and culture; work experience in country preferred.
- Experience in property openings, preferably both new build and conversion.
Skills
- High energy with effective and influential people skills. Positive attitude and the desire to motivate others.
- Ability to prioritize and work on several projects simultaneously should pose a challenge without being overwhelming.
- Ability to comprehend and use technical or professional language, either written or spoken, to communicate complex ideas.
- Strong communication and listening skills and excellent speaking, reading, and writing ability.
- Ability to effectively present information in one-on-one and small group situations to customers, clients, owners, investors, and employees of the organization.
- Ability to perform complex quantitative calculations or reasoning.
- Ability to perform numerical operations using basic counting, adding, subtracting, multiplying or dividing.
- Understanding of the Uniform System of Accounts for Lodging.
- Strong command of software applications, especially Microsoft Office (Word, Excel, PowerPoint) and hotel-specific platforms (MICROS Opera, Sabre/SYNXIS, Delphi, SUN, etc.).
- Ability to effectively deal with internal and external customers and staff, some of whom will require high levels of patience, tact, and diplomacy.
- Fluency in Spanish and English: additional languages preferred.
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