General Manager

Position Purpose
To lead the hotel team in delivering optimal business performance on behalf of the owner, brand and division, through the execution of robust commercial, operational and people plans.

Lead by Example

• Provide the hotel team with the clear purpose they require, support with relevant learning experiences, and give constant feedback on individual/ team performance.
• Ensure that all team members are aware of the multi-skilled nature of their roles, and the expectation that they will help where required. Lead by example on this.
• Ensure regular & effective communication with the hotel team to achieve / maintain a high level of trust & engagement
• Be visible in the operations - direct and actively support the team 
• Commit energy and time in ensuring that all team members have the necessary skills and behaviours to deliver great brand-specific guest experiences
• Commit energy and focus into being / becoming a great boss for the team and providing a great place to work (Heart of Hilton / Heart of House / Travel with Purpose), to allows team members to thrive
• Be a role model for all Team Members regarding brand behaviours.Recruit suitable talent on all TM levels who are passionate about our brands, and ensure an on-boarding and TM development of good quality in all departments

Guest Experience

Ensure all guest feedback is followed up, dealt with appropriately, and shared with the team regularlynsure appropriate levels of contact with key clients / business providers and specialist support colleagues
Ensure appropriate actions are executed to support any improvements resulting from safety, QA audits or Area Support Team inputOperational Perform

• Be fully competent in the correct procedure to follow in the event of an emergency
• Maximize profitability within your hotel and achieve/deliver your agreed targets and sales and marketing plan.
• A hands on manager ensuring the core bedroom standard is at the centre of your day to day activities to drive class leading guest satisfaction (SALT) and quality scores (QA)
• Build a strong relationship with Commercial Team to drive local sales activities. Co-ordinates the development of food and beverage and general marketing plans aimed at generating profitable business at times when it is needed.
• Actively manage and control the costs of the hotel using the full service P&L accounts
• Ensure compliance with cash handling, accounts, licensing, company property, security and stock procedures in your hotel to Hilton standards. 
• Take full responsibility for the brand at your hotel. Ensure your team consistently maintains company brand standards and expectations through utilization of company policies and procedures
• Develop and manage your team through regular feedback and reviews, agree action plans and time scales for follow up.
• Analyze and benchmark the performance of your hotel, sharing best practice, and drive ongoing improvements in all areas.