Hotel General Manager

at  Louis Fitzgerald Group

Purpose of the Job

• To contribute to the objectives of the Fitzgerald Group by ensuring all customers experience a satisfying visit and receive the highest standard of goods and services, anticipate customers’ needs while creating and maintaining customer friendly relationships.
• Identify any training needs of employees and deliver ‘on job’ training as appropriate. Supervise and motivate your team to ensure all employees are performing and are developed to the best of their potential.
• Use your skills and talent to manage all aspects of the smooth running of the premises and make use of your experience to assist in the development and growth of the premises to its full capacity and maximise turnover and profitability at every opportunity.

SKILLS NEEDED

Hospitality, Exceptional Customer Service Skills, Building Teams

ABOUT THE ROLE

Duties & Responsibilities

Customer Service & Guest Satisfaction:

• To ensure all customers receive the highest standard of service; quickly, efficiently and courteously in a professional and friendly manner.
• Ensure customers are dealt with in a friendly and tactful manner and any complaints are dealt with in a reasonable time frame.
• Maintain quality customer service by establishing and enforcing Group standards.

Inventory & Stock Control:

• Take full responsibility for all stock levels and stock quality, including deliveries, ensuring that all stock control policies are adhered to, wastage control, storage, security and loss prevention.
• Actively partake in any investigations that may arise as a result of discrepancies in audit reports.

Health & Safety:

• Ensure the general upkeep and maintenance of the premises, both interior and exterior, is kept in good repair, free from hazard and is properly maintained within guidelines of all health and safety regulations, food safety regulations and fire safety regulations.
• Take immediate action where any defects arise which may pose potential danger(s) to the safety of customers, employees or members of the public.
• Monitor and ensure that all staff are aware of and compliant with all relevant legislation in areas including, but not limited to, employment, health and safety, fire, licensing, tobacco and food safety.

Human Resources/Training & Development:

• Managing all staffing requirements and the recruitment and selection process of new employees and ensuring all paperwork in provided in line with Group Policies.
• Ensure that all employees are trained in all aspects of their role and that employee performance and development is monitored and recorded to ensure the highest of standards are been met. To ensure that corrective action is taken as appropriate.
• Conduct, participate and engage in performance and development reviews on a regular basis and undertake any training relevant to your role.
• To be aware of, implement and maintain all Group policies and procedures.

Operations & Communications:

• Manage the team workload to ensure tasks are prioritised and allocated in order to optimise best use of the workforce and resources available.
• Minimise costs, maximise sales and gross profit margins whilst keeping effective control measures in place including but not limited to stock, ordering, cash handling and overheads.
• Implement, control and maintain budgets for all departments including but not limited to labour costs, revenue and overheads.
• Manage all departments to ensure up to date methods and best working practices are being utilised, improved on and/or maintained so as to maximise operating efficiencies.
• Hold regular communication meetings to ensure all employees are kept up to date with products, promotions, upcoming events, training, customer complaints and feedback. Encourage employee feedback and participation at these meetings.
• Contribute to and help communicate decisions, ideas and methods to your employees whilst working alongside them.
• To have effective communication skills with both customers and employees and to have the ability to create and maintain appropriate working relationships with colleagues, employees and customers
• To ensure that all employees comply with Group dress code. To ensure as appropriate that personal protective equipment is provided and is used in the manner in which it was intended.
• To ensure, in line with Group policy, that appropriate and adequate security measures are put in place and maintained. To ensure that all employees are aware of and compliant with all relevant security measures.
• Monitor and ensure that all staff are aware of and compliant with all relevant legislation in areas including, but not limited to, employment, health and safety, fire, licensing, tobacco and food safety.

Other Responsibilities:

• Ensure time is managed effectively.
• To have a professional neat appearance in line with the Group dress code.
• To be punctual, reliable and trustworthy, maintaining confidentiality at all times in respect of all Group related matters and to prevent disclosure of confidential and/or sensitive information.
• To be aware of, implement and maintain all Group policies and procedures.

This job description is intended to illustrate the main duties and responsibilities of the role of a General Manager. It is not intended to be exhaustive and you are advised that the duties and responsibilities maybe amended or added to, on a temporary or permanent basis, as appropriate.

Purpose of the Job

• To contribute to the objectives of the Fitzgerald Group by ensuring all customers experience a satisfying visit and receive the highest standard of goods and services, anticipate customers’ needs while creating and maintaining customer friendly relationships.
• Identify any training needs of employees and deliver ‘on job’ training as appropriate. Supervise and motivate your team to ensure all employees are performing and are developed to the best of their potential.
• Use your skills and talent to manage all aspects of the smooth running of the premises and make use of your experience to assist in the development and growth of the premises to its full capacity and maximise turnover and profitability at every opportunity