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General Manager - One&Only (Various Locations) 
(3922)

 

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn. At home in the world’s most inspiring locations, hand-picked for exceptional beauty and unique cultural charm, One&Only Resorts and Private Homes are havens of outstanding style and service that place you in the heart of every fascinating environment. With incredible tailored experiences across beach, nature, and urban locations, and spectacular spaces to simply ‘be’; unforgettable moments begin at One&Only.
 

With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion. 

With an incredible portfolio of resorts located across the globe and exciting expansion planned, Kerzner International is always looking for new talent to join our team around the world.

 

About The Role

 

A General Manager at One&Only Resorts is the Strategic Business Leader of Hotel Operations. Position works with direct reports to develop and implement the operations strategy and ensures implementation of the brand service strategy and brand initiatives. Services to meet or exceed the needs and expectations of the brand’s target customer and property colleagues and provide a return on investment to the owner and Kerzner International.

 

Key Duties and Responsibilities

 

Operations/Property Management

  • Develops an operational strategy that is aligned with the brand’s business strategy and leads its execution. Works with team to put sustainable work processes and systems in place that support the execution of the strategy.
  • Champions change. Ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary.
  • Establishes a vision for product and service delivery on property.
  • Researches new products, services or trends and introduces ideas to operations to enable property to remain competitive.
  • Analyzes pricing and services of competition and maintains active relationship with competition.
  • Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
  • Tours building on a regular basis speaking with colleagues and guests to understand business needs and assess operational opportunities.
  • Participates in public space walk-throughs with Engineering, Housekeeping and Stewarding to ensure guest rooms, public space and back of the house areas are well maintained and preventative maintenance processes are in place.
  • Communicates and executes departmental and hotel emergency procedures and ensures operations staff can do the same.

 

Guest Satisfaction

  • Champions the brand’s service vision for product and service delivery and ensures alignment amongst the hotel leadership team.
  • Fosters colleague commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and colleagues.
  • Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer; ensures core elements of the service strategy are in place to produce the desired results.
  • Serves as the customer advocate on the property. Pulls together resources to resolve guest and operational issues and impact results.
  • Is highly visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
  • Facilitates/attends pre- and post-convention meetings to establish relationship with customer, understand group needs and set and manage expectations.
  • Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.
  • Analyzes service issues and identifies trends. Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.
  • Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to meet or exceed guest expectations and continually improve results.
  • Ensures that a customer recognition program is in effect throughout all operations areas.

 

Human Resources

  • Hires operations management colleagues who demonstrate strong functional expertise, creativity and entrepreneurial leadership to meet the business needs of the operation.
  • Creates appropriate development plans and develops colleagues based on their individual strengths, development needs, career aspirations and abilities. Ensures the same is done for all managers in the property.
  • Is knowledgeable of leadership talent in the property; identifies resource needs to strengthen team and plans for future openings.
  • Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance.
  • Ensures service, technical skills and leadership training occurs throughout operations to support successful daily operations.
  • Establishes a presence with colleagues on property and actively solicits colleague feedback. Utilizes an “open door” policy and reviews colleague satisfaction results to identify and address colleague problems or concerns. Ensures colleagues are treated fairly and equitably.
  • Celebrates successes and publicly recognizes the contributions of colleagues; ensures recognition occurs in all operations areas.
  • Champions all HR programmes including, Talent Review, 360, Colleague Engagement Survey, Appraisal process and any others
  • Ensures hotel policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs).

 

Sales and Revenue Management

  • Provides input and supports overall sales strategy.
  • Suggests innovative marketing ideas to gain market share.
  • Participates in weekly sales strategy meeting to anticipate service and staffing needs.
  • Attends the revenue management meeting, evaluates mix of transient and group revenue and provides pricing recommendations anticipates problem dates and proactively takes action to resolve problems.
  • Reviews sales contracts for current year and next year.
  • Ensures operations team has a sales strategy with aggressive goals and motivates individuals to achieve these goals and maximize performance.
  • Communicates regularly with meeting planners on property, evaluates if operations is meeting service needs and provides feedback to operations team.
  • Uses the STR report, competitive shopping and other resources to maintain an awareness of the hotel’s market position. Researches competitor’s strategies to identify ways to increase market share and maximize revenue.
  • Reviews RevPAR, meal period covers, room capture ratio and average check on a daily basis.
  • Participates in sales calls with members of the sales team to acquire new business

 

Financial Management

  • Reviews financial reports and statements to determine how Operations is performing against budget. Works with direct reports to determine areas of concern and establish ways to improve the departments’ financial performance. Leads cost containment efforts within operations including organizational restructuring when necessary.
  • Reviews payroll and compares budgeted wages to actual wages, coaches’ direct reports to address problem areas and holds team accountable for results.
  • Facilitates the capital expenditure process with the operations departments. Works with direct reports to identify ways to improve product or service levels and add value for the customer and colleagues. Ensures capital expenditure funds are being used to address the priorities outlined in the service strategy.
  • Negotiates contracts with retailers, service vendors and other contractors to obtain agreements that are beneficial for the property in accordance with SOPs
  • Manages Owner Relations
  • Shares new ideas for stimulating business opportunities, improving service and increasing profitability.
  • Builds owner loyalty through good communication, recognition and involvement in key decisions.
  • Establishes relationship with owner as a business partnership and supports the relationship with owners.

 

Other

  • Performs other duties as assigned to meet business needs.

 

Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.