General Manager

Purpose: Functions as the primary strategic business leader of the hotel with responsibility for all aspects of the operation, including guest and employee satisfaction, human resources, financial performance, sales and revenue generation and delivering a return on investment to the Owners (OMRAN).

Overall responsibilities include but are not limited to the following:

• Establishing a strong market presence and reputation in the market through proactive sales activities.
• Verifying implementation of service strategy and initiatives with the objective of meeting or exceeding guest expectations, increased profit and market share.
• Aligning individual and team actions with strategies and plans to drive business results.
• Aiming to push to grow top line performances based on pre-agreed targets.
• Building a strong working relationship with owner (Omran) and the brand operator through proactive communication, setting and managing expectations and delivering solid business results.
• Striving to create an efficient cost structure through effective control of expenses and maintaining a cost structure and focus on enhancing operational efficiencies through better expense control.
• Aiming for service excellence above competitive set.
• Improving and maintaining positive morale and motivation levels amongst staff.
• Placing an emphasis from the onset on sustainable local economic value creation, including to:
  • improve Omanisation levels and development of local talent into key positions,
  • procurement of locally produced goods and services, and
  • the localization and emphasizing on the cultural context of our guests' experience.
  • building strong relationships with local officials, businesses, and customers.

Job Specific Tasks:

• Business Strategy Development: Staying current with industry trends and monitoring strengths and weakness of competition; exploring new business opportunities; developing business plans designed to maximize property customer satisfaction, profitability, and market share; ensuring property business plans are aligned with the hotel's business strategies.
• Business Strategy Execution: Executing business plans designed to maximize property customer satisfaction, profitability, and market share; ensuring that property business plans and employees are aligned with business strategies; holding property leadership team accountable for successful delivery of business plans; experiments with new ideas and takes calculated risks to improve guest satisfaction and profitability; evaluating the success of property business strategies to inform future business plan enhancements; continually ensuring business plans and actions have a positive impact on property performance.
• Sales and Marketing: Working closely with Sales and Marketing team to develop revenue generating strategies for property; identifying new business leads, developing tailored sales approach, and actively pursues leads with Sales and Marketing team; validating that sales and marketing strategy is aligned with brand strategy and is effectively executed against established goals; verifying that property leaders understand and leverage the demand engines to full potential.
• Talent Management and Organizational Capability: Creating a cohesive and high-performance Executive Committee that continuously strives for positive results and improvement, coaching Executive Committee by providing specific feedback and holding them accountable for performance; creates learning and development opportunities for employees; creates and effectively executes development plans for both direct reports based on their individual strengths, development needs, and career aspirations; ensures all managers are doing the same for their direct reports; identifying resource needs to strengthen property team; creating succession plans for future job openings; actively supports the staffing process; ensuring effective work processes, systems and teamwork are in place to maximize individual and overall property performance.
• Business Information Analysis: Reviewing business related data such as market share, financial performance, inventory, employee engagement, and customer satisfaction; analyzing business information to proactively address changing market conditions, ensuring property operates within budgetary guidelines, and achieving profit margin goals; using business information to identify indicators of product and service successes and opportunities for improvement; integrating business information into business plans.
• Employee and Labor Relations: Verifying that all employees are treated fairly, and with respect; building rapport with employees by fostering an environment of open communication and spending time with employees on the frontlines; makes self-available to employees ("open door policy"); verifies that pay and benefits are appropriate for labor market; celebrating the success of employees in a public way; working with Human Resources to maximize employee engagement and monitoring local labor environment to address issues as needed.
• Revenue Management: Working with Revenue Management team to develop effective pricing strategies, balancing seasonality, economy, customer segments, property objectives and customer satisfaction; established revenue strategy that supports the hotel's positioning in local market; ensuring demand forecasting and sound revenue practices are in place to maximize yield; identifying ways to grow occupancy, RevPAR, and market share by researching and staying aware of competitor strategies; controlling labor and capital expenses.
• Owner Relations: Building strong rapport with property owners through proactive and on-going communication; keeping owner informed of brand initiatives and guest experiences; providing owners with in-depth analysis of property performance, incorporating guest, financial and employee business data; managing an effective balance between owner interests and the operator's brand interests and develops solutions that create value for both; develops and effectively promotes ideas for improving property service and profitability to ownership.
• Customer and Public Relations Management: Interacting with guests and other customers on a frequent basis to obtain feedback about their experiences on property; utilizing guest/customer feedback to recognize outstanding employee service performance and improve service delivery; emphasizing and holding leadership team accountable for addressing service failures or potential service failures, and for developing innovative ways to exceed guest expectations; establishing presence in the market by actively promoting an exemplary property/brand image, involving oneself in the local community, and by developing strategic alliances with local officials, businesses, and customers; anticipating needs of large groups or high profile guests in order to deliver flawless service; verifying that products, services, and events attain the appropriate publicity.
• Company/Brand Policy, Procedures, and Standards Compliance: Verifying property compliance with legal, safety, operations, labor, and brand product and service standards; conducting both routine and short notice quality assurance audits with specific departments; holds employees accountable for performing audits on a regular basis; conducting detailed walk-throughs to ensure building, public areas, kitchen, and grounds are well-maintained, safe, and meet or exceed guest expectations; validating that employees are appropriately trained and performing to standard.

• A minimum of five years' experience as a General Manager in an internationally branded full-service luxury hotel is considered essential for any candidate applying for this position.
• At least 10 years of experience in the executive management of operations, sales and marketing, food and beverage or related professional area of luxury hospitality.
• Property industry work experience, demonstrating progressive career growth and a pattern of exceptional performance, and a degree from an accredited university.