Hotel General Manager

2 weeks ago

Cape Town, Western Cape, South Africa Valor reimagining hospitality Full time

Valor Hospitality Partners is recruiting for a Boutique Hotel General Manager with hotel opening experience in Cape Town. Opening is scheduled for later this year.

Job Purpose:

The Hotel Manager has full responsibility for and directs the full operations, service, logistics, and activities of the Hotel Team to ensure that the hotel achieves its financial objectives.

The position responds to the directives presented by the Director of Operations and the requests of the Guests, Team, suppliers, and Clients.

The role also ensures that Guests receive exceptional levels of personalized service always, commensurate with the requirements of a luxury boutique hotel.

This role works closely with the relevant Team members and outside contractors to affect a coordinated effort to ensure facilities and equipment are in perfect conditions and working order.

The role develops guest and market intelligence and uses such to plan and execute the activities of the hotel such as pricing, service offering, staffing and employee engagement, CAPEX, compliance, health and safety, control, and reporting.

With Valor Africa, develops strategy, objectives, and action plans to ensure the hotel delivers efficient and profitable operations.

Key Performance Indicators:

Areas KPIs

1. Customer Related

  • Level of guest satisfaction, including responses to special requests and management of Guest Feedback and Online Reputation

2. People Related

  • Effective coordination of Hotel Team effort to serve Guests; the morale, growth, and development of Hotel Team Members

3. Process Related

  • Achievement of quality improvements as agreed by the Owner and Valor team and standards to govern the activities of the Hotel Team

4. Finance Related

  • Achievement of the Hotel profitability targets (GOP, EBITDA, REVPAR, COS, Revenue)
  • KPI shared with the Valor team
  • Timeliness and completeness of submission, and adherence to, the Hotel annual budget (Revenue, Cost, Capex)
  • Effective management of Hotel Cash Flow to ensure sufficient working capital for daily activities

Roles and Responsibilities:
Key Dimensions Major Activities**
1- General Responsibilities

  • Is accountable for all aspects of the Guest Experience, Operational Excellence, and Commercial Health of the business
  • Effectively monitor the continuous upkeep of Hotel facilities

2- Customer Specific Responsibilities

  • Ensures worldclass upscale 5Star service is delivered to Guests, in all locations, by effectively directing the Hotel Team (F&B, Service, Housekeeping, Reservations, and Grounds) on all matters impacting the guest service provision as measured by online reputation metrics and direct guest feedback
  • Is available to meet, greet, and if necessary, entertain guests to ensure that they receive the highest standards of care
  • Leads the service by adopting a 'handson' approach, demonstrating the willingness to serve alongside the hospitality team, especially during times of high occupancy
  • Ensures that policies, processes, and standards directly affecting Guests reflect their safety, security, and preferences
  • Implements and monitors processes and systems that ensure the highest levels of confidentiality and security of information.
  • Works with 3rd Party suppliers to ensure excellent service to these organizations and to the guests that they place in the hotel

3- People Specific Responsibilities

  • Supports the selection of appropriately competent employees who reflect a high degree of service orientation, professional charm, and who can uphold the Hotel values
  • Implements practices and activities to support the continuous development of Hotel Team leaders and employees
  • Completes feedback and performance appraisals for own team in time and according to the required standards
  • Addresses performance shortcomings and rewards performance achievement
  • Creates an environment that contributes to highly positive employee engagement and commitment to the job
  • Promotes and maintains compliance and awareness of health, safety, and security issues in accordance with applicable legislation and best practice

4- Quality Specific Responsibilities

  • Working with the Valor Team, ensures that all policies, processes, and standards affecting the Guests are complete and documented to guide and direct activities
  • Takes appropriate time to inspect all aspects of the offering to ensure the highest standards (Upscale 5Star standard) of housekeeping, cleanliness, personalized service, and attention to guest requests are achieved.
  • Notices and communicates opportunities to further improve quality standards and ensures that Hotel teams follow through on implementation
  • Develops, implements, and monitors systems and methods that capture and communicate Guests' preferences, likes and dislikes as appropriate without compromising their privacy

5- Finance Specific Responsibilities

  • Prepares and proposes the annual budgets for the Hotel Team

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