Hotel General Manager

About the role

The General Manager manages and grows the business through the diligent application of the Quest franchise system and in accordance with the Quest Way, in order to improve the capital value of the business and maximise return to the Franchisee. The role reports to the Franchisee and has direct reports including Business Development Executive, Front Office Reception staff, Housekeeping / Room Attendant staff, and Maintenance staff.

Key responsibilities

• Undertake financial and business planning to establish goals consistent with maximising growth and profitability, including analysing financial requirements and preparing budgets in accordance with the Quest business planning process
• Proactively manage leasing and other arrangements at the property, including liaising with landlords and body corporate representatives
• Identify and comply with all obligations in the Franchise Operations Manual and all relevant federal, state and local laws, codes and regulatory requirements
• Identify insurance requirements for the property and arrange adequate insurance
• Negotiate and arrange contracts for goods and services providers, wholesalers and clients
• Maximise opportunities to increase sales revenue and meet and exceed sales targets, including developing market intelligence and working with the Business Development Executive on strategic sales and marketing plans
• Regularly monitor financial data to assess ongoing performance against budget targets, including establishing and maintaining financial records in accordance with Quest accounting policies
• Effectively monitor and manage day to day operations including Front Office Reception, Housekeeping and Maintenance functions according to Quest procedures
• Roster staff in accordance with operational standards and budgeted labour costs
• Manage occupational health and safety and environment issues as outlined in Quest policies and procedures
• Develop a high performance team through providing leadership, identifying staffing requirements, recruiting staff, providing training, supervising and coaching staff, and conducting performance appraisals
• Be an ambassador of The Quest Way, including role modelling excellent customer service and ensuring all services meet or exceed Quest requirements
• Work in the position of Receptionist a minimum of 5 shifts per week and operate on Reception at peak periods
• Conduct random physical inspections of guest rooms in conjunction with the Housekeeping Team Leader and review guest comment cards to devise actions to rectify problems
• Monitor the performance of the Maintenance department and conduct weekly inspections of property grounds
• Implement operational policies and procedures which ensure the integrity and stability of information technology systems
• Assist the Franchisee with comparing actual results to budget and liaising with bookkeepers and tax accountants
• Monitor services to ensure guest satisfaction and monitor enquiries to ensure conversion
• Work with Business Development Executive to establish referral relationships with local hotels, conference centres, hospitals and tourist booking agencies

About you

• Tertiary qualifications in a business discipline

• A minimum of 2 years' experience in a supervising or management position in an accommodation environment

• Business acumen

• Sales

• Networking

• Negotiation

• Communication (written and verbal)

• Human resource management

• Teamwork

• Interpersonal skills

• Customer service

• Organisational, planning and time management

• IT – MS Word, Excel, Internet, Outlook

• A high degree of self-motivation and drive

• A solution focused approach to problem solving

• Enthusiasm for sales

• Confidence with customer service

• A friendly and approachable manner

• Maturity to work unsupervised

• A collaborative approach

• An ability to work calmly when under pressure

• High standards of personal presentation

• Passion for the hospitality, travel and tourism industries