The General Manager holds the accountability for overseeing the complete functioning of the resort and its various divisions, encompassing hotel operations, casino, food and beverage, sales, spa, engineering, human resources, and accounting. The General Manager is anticipated to adhere to company standards and steer the execution of the 5 Key Drivers and Guiding Principles outlined by the company.
Key Duties and Responsibilities:
- Inspire and guide the team to deliver outstanding guest service that enhances financial success.
- Cultivate and implement a service culture focused on genuine, sophisticated, and intuitive guest experiences.
- Collaborate with resort leadership to establish compatible goals aligned with overall resort and company objectives, alongside strategies to achieve them.
- Display innovative thinking in operations, revenue management, and sales & marketing.
- Set resort service standards, lead training initiatives, and ensure adherence to standards.
- Uphold a culture of guest service, promoting courtesy and positivity in every interaction.
- Anticipate guest needs, promptly respond, and maintain positive guest relations consistently.
- Resolve guest complaints to ensure their satisfaction in every engagement.
- Coordinate special programs, events, and incentives to enhance guest service quality.
- Foster a cooperative and friendly environment among fellow associates.
- Lead the Executive Committee effectively to achieve property goals.
- Develop strategies for hotel revenue and profit growth, leveraging forecasting, P&L management, and RevPAR.
- Maintain departmental compliance, fostering year-over-year business growth.
- Ensure product quality meets the standard for future bookings, allowing revenue-maximizing pricing goals.
- Coach and empower leaders to surpass performance expectations.
- Act as a prominent leader and contributor within the local community.
Qualifications and Requirements:
- Holds a Bachelor's degree in Hotel Management (CHA).
- Brings 5+ years of experience in Operations, Sales & Marketing, and/or Food & Beverage roles within a resort setting.
- Proficient in both English and Spanish.
- Preferred experience in managing a hotel or resort in the Caribbean or Latin America.
- Demonstrates strong verbal and written business communication skills.
- Exhibits compelling presentation skills and the ability to lead teams at various levels.
- Possesses knowledge of local employment laws and safety regulations.
- Demonstrates a robust work ethic and self-driven initiative.
- Proficient in Microsoft Suite with strong computer skills.
- May be required to travel occasionally.
- Adheres to established guidelines for regular attendance.
- Shows a proven track record of commitment and professionalism within the lifestyle/luxury market.
- Maintains a professional image as perceived by colleagues, superiors, guests, and the community.
- Capable of focusing on tasks despite frequent interruptions, ensuring timely completion of assignments.
- Builds and maintains excellent relationships with staff while upholding staff and guest confidentiality.
- Remains composed and professional in high-pressure situations, even when dealing with upset associates, superiors, and guests.
- Experienced in a senior leadership role within an upscale resort property.