Purpose of Job / Job Summary:
As Cluster General Manager you lead the pre- opening and then will manage the day- to- day leadership and direction of each business unit. The Cluster general manager is in charge of all daily hotel operations to guarantee that guests enjoy an outstanding experience. He/she are responsible for all hotel services, such as guest relations, front desk, housekeeping, maintenance, revenue management, expense management, and employee development. This position requires a flexible and dynamic problem solver with exceptional leadership abilities who can empower staff to give superior customer service to hotel guests, associates, and visitors. Job holder provides leadership and strategic direction to all departments of the hotel.
Key Responsibilities / Duties:
Use distribution channels and technology platforms to drive revenue and maximize market share.
Develop, implement and monitor team member succession planning to ensure future bench strength.
Analyze financials to drive revenues, future profitability and maximum return on investment.
Ensure consistent implementation and review of SOPs throughout all Departments
Present daily/ weekly updates to owner’s & owner’s representatives as request.
Develop, recommend and advise to Managing Director on any areas of improvement in process and strategies of the hotel
Perform other duties as assigned. May also serve as manager on duty
Act as public relations representative to raise awareness of hotel and brand in local community.
Establish performance and development goals for team members and provide mentoring, coaching and regular feedback to enhance performance.
Collaborate with colleagues and hotel team members to establish and implement services and programs that meet or exceed guest expectations.
Prepare the long – term and short- term strategies and plan, budget and forecast for the hotel together with the General Director/Managing Director.
Prepare annual capital, cash flow and sales and marketing plans to accurately forecast budgets.
Develop programs and initiatives to increase team engagement that are aligned with the hotel’s service
Develop and carry out action plans to be environmentally- conscious by taking steps to reduce the hotel’s carbon footprint.
Demonstrate brand by maintaining compliance with all required brand and service standards.
Oversee HR related actions in accordance with company rules and policies Guest Experience.
Drive improvement in guest satisfaction goals.
Manage the property to maximize occupancy at the best achievable rate.
Carry out regular inspections of all departments in the areas of guest service delivery, cleanliness, presentation, service delivery, employee presentation
Lead capital plans and asset management initiatives, including working with owners to maintain or improve property’s market leadership position.
Speak to guests – ask for their feedback and build relationships.
Ensure a safe and secure environment for guests, colleagues and hotel assets.
