The General Manager will contribute to the performance of the hotel by leading the business forward from the front by leading by example.
This role needs to ensure that at all times that the key stakeholders (Wyndham Hotels & Resorts / Ownership / Team members / Guests) are all satisfied.
Must be able to drive yield, profitability and excellence in service standards.
Hold property leadership team accountable for project execution, and guide their individual and professional development.
Build strong rapport with property owners through proactive and on-going communication; as well as keep them informed of brand initiatives and guest experience.
DEFINE AND DELIVER AGAINST THE HOTEL’S STRATEGIC PLAN
Define and deliver against the hotel’s strategic plan
Working closely with the Regional Office, the General Manager will define and execute against a detailed strategic and budget plan for the property.
This will include setting performance targets, enforcing policies, processes and procedures as well as defining the infrastructure of the hotel, particularly critical in the opening phase
The General Manager will create a positive identity and awareness of the hotel within the city, region and country, to help Grow our Iconic Brands’
Will build and keep an excellent relationship with owners and protecting the assets and act as an extension of the WH&R Management team.
Will build a strong PR presence and relationship with Media, Trade shows etc.
Create and establish the property on defined target markets, business management and develop and fulfil the defined business plan at a hotel and company level
QUALITY ASSURANCE, BRAND STANDARDS AND GUEST SATISFACTION
As the guardian and protector of the Wyndham brand, the General Manager will ensure that all activities are conducted within the brand standards of WH&R
They will also take steps to set up and initiate guest satisfaction measurement tools like Wynreview / Trip Advisor, Team member awareness and operating standards and SOP’s / LSOP’s in order to ensure the highest level of performance, compliance and guest satisfaction for the property in fitting with the high standards expected in a hotel of this type
Leverage the strength of the World’s Largest Hotel Company’, to deliver results with the Wyndham Rewards loyalty program.
Responsible for HR leadership of direct reports and their teams (recruitment and selection, performance management (Appraisal / PDP), Team member development and motivation, counselling / disciplinary issues.
Maintain and enhance the open door policy to all Team members providing advice and guidance when needed in regards to their issues or concerns and / or grievances
Ensure that the hotel in conjunction with the HR Leader are fully compliant with Wyndham people processes and deadlines that govern all Wyndham properties.
i.e. AES, Success Matters, Probation reviews etc.
Working with the Regional HR Manager and on property HR Leader ensure that the Talent Reviews are alive and active and the target audience know why they are so important
Ensure that the hotel is 100% compliance with all mandatory training for departments; as well as the Departmental Trainers are positively encouraged
Review the LTO in the hotel in conjunction with the HR Leader on property to ensure that any areas of concern and monitored and rectified.
Conduct regular coaching sessions with HOD’s to further develop both their technical and management skills.
Review the AES process for the hotel ensure that the follow up meetings are done and the Team members have timely feedback.
Conduct interviews for relevant roles as per the WH&R standards
In conjunction to the HR Leader review manning and re-recruitment of all positions
Ensure one CSR event takes place every quarter
Ensure that you dine in the Team member restaurant at least three times a week and provide HR Leader on property feedback.
COMMUNICATION As communication is key for any business meetings (or similar ones) need to happen in a regular manner :
Conducted documented 121’s with all direct reports
Share all relevant information with RVP in 121’s
Monthly HOD Meeting
Weekly Exec Com Meeting
Quarterly all Hotel Meeting
Monthly Business Review Meeting
Chair Monthly Credit Meetings
Review with the Finance Leader / HR Leader the payroll figures and challenge the HOD’s with regards to over spending and casual usage
Be accountable for the overall performance of the hotel and will be involved in all key decisions and expenditures
Manage the CAPEX / OPEX in alignment to the approved budget
Have ultimate responsible for the hotel Balance Sheet / P&L and will manage the relationships with the owner and Wyndham on an ongoing basis
Be responsible for preparing the annual budget for Wyndham and owner approval in conjunction with the relevant Exec Com
Ensure accurate and timely reporting to the Regional Office
Be accountable for the overall success and performance of the hotel and the delivery of operational, brand led and financial goals whilst delivering exceptional guest service and quality
In conjunction with the Exec Com / HOD’s the General Manager will measure overall performance based on KPI’s and regular reporting, keeping a firm control over the bottom line Profit and Loss and anticipating and or resolving potential problems or obstacles which may hinder revenue optimization, cost control or quality.
Should there be any changes in revenue generation this is communicated to the Regional Office immediately.
MANAGEMENT & LEADERSHIP
Train and develop direct reports and provide support when required through regular coaching and mentoring sessions
Ensure all direct reports have an PDP to achieve their goals
Ensure that effective communication flow is maintained at all times
Actively participate in the community involvement projects and initiatives together with the hotel’s management team
Maintaining a business environment based on the Code of Conduct and Company Vision
Working with the hotel Exec Com to ensure the successful execution of the individual departmental plans as they fit within the overall business strategy.
Provide guidance, motivation and direction to all Team members and act as the face and ambassador for the property in particular with respect to relationship management and development.
Leading by example, to ensure s / he and her / his team always look to Do the Right’.
Strategic planning and decision making
Quality orientation and attention to detail
Attention to detail
Alongside these key competencies, the incumbent of the role will be required to demonstrate the fundamentals of the company’s Count on Me! service culture to be responsive, respectful and deliver a great experience.
Employment Disclaimer In some locations around the world, Wyndham Hotels & Resorts manages hotel properties on behalf of a third party owner.
At many of those properties, the Hotel owner is the actual employer, and Wyndham Hotels & Resorts performs recruiting and hiring functions on their behalf.
I understand and agree that, by applying through this site, I may be applying for a position with a company other than Wyndham Hotels & Resorts where Wyndham Hotels & Resorts is serving as the management company and will not be the actual employer.
EXPERIENCE, CERTIFICATION & EDUCATION
Broad international experience as a General Manager in branded international 4 and / or 5 star hotels - 5 years minimum.
Ideally Bachelor’s Degree level educated, ideally within a hospitality management related or business administration discipline from an internationally recognized hospitality school or similar and / or profound industry experience as General Manager.
Previous international working experience ideally Middle East, specifically Bahrain is highly desirable
Experience within the hospitality commercial function, such as sales, revenue management, marketing, managing a P&L statement
Significant experience of managing people including large, complex and multi-national teams as well as strong understanding of F&B.
Understanding of uniform systems of accounts used for hotels.
A strong sense of commerciality and financial acumen
Computer literacy and a high level of competency within Microsoft Office programmes and hotel reservations systems (Micros Opera)