About the job

Basic Function:

The General Manager is tasked with ensuring the efficient management of the operation, in close cooperation with the management team and support from Corporate Office, to maximize revenue and profitability while ensuring employee and guest satisfaction.

Duties and Responsibilities:

• Collaborate with the management team to oversee the property's daily operations, with a focus on delivering high-quality guest service and satisfaction, addressing guest complaints promptly and effectively.
• Coordinate the implementation and maintaining the sustainability of (CHR) hotel policies and procedures.
• Analyze departmental operations and implement improvements, discussing forecast variations with department heads.
• Conduct regular meetings with department heads to review operations, objectives, and address concerns.
• Lead daily operations meetings, financial performance reviews, department heads’ meetings, and sales and training meetings.
• Attend major employee meetings (employee welfare committee meetings) and activities (employee awards functions; sports events; annual party; environmental clean-ups etc).
• To be responsible for interviewing and hiring of the management team (with subsequent approvals from CHR) as well as conducting regular performance appraisals for the Management team.
• Coordinate and guide the annual business plan preparation, delegating as much as possible but at the same time providing encouragement and advice to those under his authority.
• Supervise and assist in the implementation of hotel/departmental training and ensure that training of all employees at all levels is carried out on an ongoing basis.
• Analyze guest ledger accounts on a regular basis and recommend what action to be taken in case of overdue accounts and supervise the monthly hotel credit meeting.
• Conduct daily inspections of guest and non-guest areas, ensuring cleanliness and maintenance standards are met.
• Regularly inspects, at random, guest rooms to ensure their standard of cleanliness and maintenance in every detail. This is especially important prior to the arrival of VIP guests.
• As a matter of priority, meets as many guests as possible either upon check-in, upon departure, around the pool or at the restaurant daily. Entertains guests for a drink or meal on a regular basis. Entertainment of visiting tour operators, agent fam trips, return guests and other designated VIPs are a priority.
• Hosts the routine guests’ cocktail party, along with other key hotel executives.
• Conducts sales calls to key accounts/supporters, either locally or regionally, at regular intervals. The GM/Resort Manager is ultimately responsible for filling the hotel. The GM/Resort Manager must also chair the property sales meetings and track business intake/pick-up and liaise with sales on strategies/plans accordingly.
• Monitor competitors and market trends in general and determine how these developments/changes may impact upon the property.
• Responsible for setting the pricing for all services to ensure maximum profitability, while also overseeing the monitoring of internal control systems.
• Reviews and acts upon all departmental reports and guest comments and recommends the appropriate course of action.
• Responds to guest feedback in person, especially negative comments, and postings on websites like Tripadvisor, with guest satisfaction in mind.
• Promotes good community relations by actively supporting local authorities, events and participating in the same.
• Oversees Health and Safety compliance for the resort, ensuring adherence to minimum standards and implementing necessary actions. This encompasses life safety protocols and procedures, including Tsunami drills, fire evacuation drills, etc.
• Takes charge of all major hotel property and/or guest/employee incidents and accidents, ensuring proper care and attention to the individuals involved. Incidents must be properly documented and informed to all concerned. No unauthorized reporting to the media of any incident which will bring the name of the hotel into disrepute is allowed.
• Remain accessible to employees and willing to engage in discussions with them at all times.
• Responsible for preparing the monthly MIR for submission to the Corporate Office. Also required to attend performance review meetings, GM meetings, and any other requested meetings
• Being required to perform management duties typical of the management level, and any other assigned tasks. Seek assistance and support from the Corporate Office whenever necessary.
• Maintains good relations with the owning company and manages their assets in a responsible manner and attends regular performance reviews with the owners.
• Due to the remote location of the resort, this position is required to live on the resort and to ensure effective management and supervision is maintained 24/7.
• Responsible for supervising and maintaining employee accommodation/dormitory facilities at the level expected by CHR and that employee welfare is also maintained.
• To maintain in top operating condition the marine vessels and associated facilities that belong to the resort and to ensure that appropriate revenue generated from these vessels contribute to the overall profitability of the resort.
• Manage the effective ordering and timeliness of all supplies from the mainland to ensure that a consistent level of service and product delivery is maintained