Hotel General Manager

LINK HOTELS INTERNATIONAL PTE. LTD.; Singapore; On-site; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a General Manager to lead operations at a premier property. This role involves strategic leadership focusing on guest satisfaction, financial performance, and team development. The ideal candidate will drive sales and marketing initiatives, manage budgets, and foster community relationships. Join a dynamic team dedicated to excellence and innovation, where your leadership will shape the future of hospitality. If you're passionate about creating memorable experiences and achieving business success, this opportunity is for you.

Qualifications

• Strong leadership skills with a focus on guest and employee satisfaction.
• Proven ability to manage budgets and financial performance effectively.

Responsibilities

• Lead property operations ensuring guest satisfaction and profitability.
• Develop and implement effective sales and marketing strategies.

Skills

Problem Solving

Customer Service

Interpersonal Skills

Oral Communication

Teamwork

Written Communication

Delegation

Managing People

Quality Management

Adaptability

Education

Bachelor's Degree in Hospitality Management

Master's Degree in Business Administration

Job description

The General Manager will function as the primary strategic business leader of the property with responsibility for all aspects of the operations, including guest and employee satisfaction, human resources, financial performance, sales and revenue generation, and delivering a return on investment to ownership. Other responsibilities may include but are not limited to the following:

• Ensuring implementation of the brand service strategy and brand initiatives with the objective of meeting or exceeding guest expectations and increasing profit and market share
• Holding property leadership team accountable for strategy execution
• Guiding professional development of the property leadership team and all team members
• Ensuring sales engines are leveraged
• Building owner loyalty through proactive communication, setting and managing expectations, and delivering solid business results
• Being active in the local community to build strong relationships with local officials, businesses, and customers

2. Responsibilities

Managing Property Operations and Department Budgets

• Provide timely, real-time feedback to management on service and operational standards
• Review and follow-up on property GSS scores and comments
• Create and support clear lines of responsibility for management team, including coverage and oversight throughout the day
• Walk the property to ensure public spaces, grounds, work and kitchen areas meet sanitation and cleanliness/maintenance standards
• Manage the flow of manpower between departments to support effective management of Manpower Budget and achievement of profitability goals
• Act as a project manager for the execution of capital improvements (e.g., renovations, reinventions, refreshes, signage, etc.)
• Delegate responsibilities for operations and projects to appropriate level of team members
• Prepare for QA audits (i.e., daily and pre-visit activities)

Managing and Sustaining Sales and Marketing Strategy

• Manage relationships with decision makers at top accounts
• Interact with in-house guests to prospect for new sources of business
• Work with Sales & Marketing to establish property sales strategy, extended stay occupancy (ESOcc) targets, sales goals, and action plans
• Understand and leverage sales and marketing advantages over competitor properties within the market
• Coach and reinforce team members’ selling strategies that take advantage of property amenities
• Develop innovative means for capturing new streams of revenue through property amenities
• Ensure direct sales team members fully utilize e-tools (e.g., e-proposals, e-mail signatures), as appropriate
• Identify key revenue-generating stakeholders and customers and communicate information to sales office

Managing Profitability

• Measure, analyze, and communicate property performance using a variety of financial/non-financial data including controllable costs, sales revenue, guest satisfaction, and team members engagement data
• Monitor and forecast future ESOcc and length of stay rate tiers to inform revenue management and profitability strategy
• Manage on-property controllable costs associated with rooms, housekeeping, events, and food and beverage operations
• Initiate actions to support property revenue and profitability goals
• Update and communicate profit forecasts to team members/managers
• Review and sign off on invoices
• Consolidate reports needed for period-end review

Maintaining Revenue Management Goals

• Manage the relationship with the revenue management office (e.g., participate in routine calls, strategy meetings, periodic update meetings, etc.)
• Balance inventory to ensure same-day sellouts
• Manage relationships with property stakeholders (e.g., owner and above property)
• Keep brand leadership team, owners, and above property stakeholders updated on property performance in the areas of financials, guest satisfaction, and associate engagement
• Prepare and present reports for owners and above property leadership using financial/performance data
• Conduct property critique
• Conduct annual business reviews
• Respond to owner requests for sales information (e.g., Market Outlook, STR Report critique, etc.)
• Participate in ad hoc owner conference calls and respond appropriately to owner requests

Managing and Conducting Human Resource activities

• Conduct performance review processes for team members
• Understand the performance expectations for all positions within the property
• Manage ongoing development of managers (e.g., one-on-one coaching)
• Conduct day-to-day Human Resource transactions to support needs of the property (e.g., compensation actions, initiation and approval of hiring requisitions, etc.)
• Lead team members through property changes and help them transition into new property roles
• Support recruitment and hiring efforts from various sourcing channels (e.g., local job fairs, Internet, referrals) to target associates with skill sets (e.g., rooms operations) compatible with operational needs

Key Competencies

• Problem Solving – Identifies and resolves problems in a timely manner; develops alternative solutions; uses reason even when dealing with emotional topics
• Customer Service – Manages difficult or emotional customer situations. Responds promptly to customer needs; Responds to requests for service and assistance
• Interpersonal – Maintains confidentiality
• Oral Communication – Responds well to questions; Demonstrates group presentation skills
• Team Work – Contributes to building a positive team spirit
• Written Communication – Writes clearly and informatively; Able to read and interpret written information
• Delegation – Delegates work assignments; Provides recognition for results
• Managing People – Makes self available to staff; Provides regular performance feedback; Develops subordinates’ skills and encourages growth; Solicits and applies customer feedback (internal and external); Improves processes, products, and services; Continually works to improve supervisory skills
• Quality Management – Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness
• Diversity – Shows respect and sensitivity for cultural differences; Promotes a harassment-free environment
• Organizational Support – Follows policies and procedures including, but not limited to, dress code policies
• Adaptability – Adapts to changes in the work environment; Manages competing demands; Able to deal with frequent change, delays, or unexpected events
• Attendance/Punctuality – Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time
• Dependability – Commits to long hours of work when necessary to reach goals
• Initiative – Asks for and offers help when needed
• Innovation – Generates suggestions for improving work; Develops innovative approaches and ideas
• Judgment – Exhibits sound and accurate judgment; Includes appropriate people in decision-making process
• Safety and Security – Observes safety and security procedures; Reports potentially unsafe conditions; Uses equipment and materials properly