The role holder will contribute to the performance of the hotel by leading the business forward from the front by leading by example. This role needs to ensure that at all times that the key stakeholders (Wyndham Hotels and Resorts/Ownership/Team members/Guests) are all satisfied.
Must be able to drive yield, profitability and excellence in service standards.
Hold property leadership team accountable for project execution, and guide their individual and professional development.
Build strong rapport with property owners through proactive and on-going communication; as well as keep them informed of brand initiatives and guest experience
It is not the intent of this job description to cover all aspects of the position but to highlight the most important areas of responsibility.
KEY RESPONSIBILITIES DEFINE AND DELIVER AGAINST THE HOTELS STRATEGIC PLAN
Define and deliver the hotels strategic plan.
Work closely with the Regional Office to define and execute a detailed strategic and budget plan for the property.
Set performance targets and enforce hotel policies, processes, and procedures.
Define and establish the hotel infrastructure, particularly during the opening phase.
Create a positive identity and awareness of the hotel within the city, region, and country to support the growth of the brand.
Build and maintain excellent relationships with owners while protecting hotel assets and acting as an extension of the WH&R Management team.
Develop and maintain a strong PR presence and build relationships with media representatives, trade shows, and industry partners.
Establish the property within the defined target markets and manage the business in line with the hotel and company business plan.
Develop and execute strategies to achieve the defined business objectives at both hotel and company level.
QUALITY ASSURANCE, BRAND STANDARDS AND GUEST SATISFACTION
Act as the guardian and protector of the Wyndham brand by ensuring all activities are conducted in line with WH&R brand standards.
Establish and implement guest satisfaction measurement tools such as WynReview and TripAdvisor.
Promote team member awareness of operating standards, SOPs, and LSOPs to ensure the highest levels of performance, compliance, and guest satisfaction.
Maintain service and operational standards in line with the expectations of a hotel of this type.
Leverage the strength of the worlds largest hotel company to deliver results through the Wyndham Rewards loyalty program.
HUMAN RESOURCES
Provide HR leadership to direct reports and their teams, including recruitment and selection, performance management (Appraisal/PDP), team member development and motivation, and counselling and disciplinary matters.
Maintain and promote an open-door policy for all team members by providing advice and guidance regarding concerns, issues, and grievances.
Ensure the hotel, in conjunction with the HR Leader, remains fully compliant with Wyndham people processes and deadlines, including WES, Success Matters, probation reviews, and other mandatory requirements.
Work closely with the Regional HR Manager and the on-property HR Leader to ensure Talent Reviews remain active, effective, and clearly understood by the target audience.
Ensure 100% compliance with all mandatory departmental training requirements and encourage the active involvement of Departmental Trainers.
Review the hotels LTO performance in conjunction with the on-property HR Leader to identify, monitor, and rectify areas of concern.
Conduct regular coaching sessions with Heads of Department to further develop both technical and leadership skills.
Review the hotels WES process and ensure follow-up meetings are conducted and team members receive timely feedback.
Conduct interviews for relevant positions in line with WH&R standards.
Review staffing levels and recruitment needs in conjunction with the HR Leader.
Ensure at least one CSR event is conducted every quarter.
Dine in the team member restaurant at least three times per week and provide feedback to the on-property HR Leader.
COMMUNICATION
As communication is key for any business meetings (or similar ones) needs to happen in a regular manner:
Conducted documented 121s with all direct reports
Share all relevant information with RVP in 121s
Monthly HOD Meeting
Weekly Exec Meeting
Quarterly all Hotel Meeting
Monthly Business Review Meeting
Chair Monthly Credit Meetings
Owners Meetings
FINANCE
Review payroll figures with the Finance Leader and HR Leader and challenge Heads of Department regarding overspending and excessive casual labor usage.
Be accountable for the overall performance of the hotel and participate in all key decisions and expenditures.
Manage CAPEX and OPEX in alignment with the approved budget.
Take ultimate responsibility for the hotels Balance Sheet and P&L and manage ongoing relationships with both the owner and Wyndham.
Prepare the annual budget for Wyndham and owner approval in conjunction with the relevant Executive Committee members.
Ensure accurate and timely reporting to the Regional Office.
Be accountable for the overall success and performance of the hotel, including the achievement of operational, brand, and financial goals while delivering exceptional guest service and quality standards.
Measure overall hotel performance in conjunction with the Executive Committee and Heads of Department through KPIs and regular reporting.
Maintain strong control over profit and loss performance and anticipate or resolve potential issues that may impact revenue optimization, cost control, or quality standards.
Communicate any significant changes in revenue generation to the Regional Office immediately.
MANAGEMENT & LEADERSHIP
Train and develop direct reports and provide support through regular coaching and mentoring sessions.
Ensure all direct reports have a PDP in place to support the achievement of their goals.
Maintain effective communication flow at all times.
Actively participate in community involvement projects and initiatives together with the hotel management team.
Maintain a business environment aligned with the Code of Conduct and Company Vision.
Work closely with the hotel Executive Committee to ensure the successful execution of departmental plans in alignment with the overall business strategy.
Provide guidance, motivation, and direction to all team members and act as the face and ambassador of the property, particularly in relation to relationship management and development.
Lead by example and ensure all actions and decisions reflect the principle of Doing the Right Thing.
SKILLS & COMPETENCIES Leadership
Communication
Integrity
Respect
Diplomacy
Team player
Strategic planning and decision making
Commercial acumen
Quality orientation and attention to detail
True hotelier
Analysis
Attention to detail
Accountability
Self-starter
Alongside these key competencies, the incumbent of the role will be required to demonstrate the fundamentals of the companys service culture to be responsive, respectful and deliver a great experience.
EXPERIENCE, CERTIFICATION & EDUCATION Bachelors Degree level educated, ideally within a hospitality management related or business administration discipline from an internationally recognized hospitality school or similar
and/or profound industry experience as General Manager as per below.
Broad international experience as a General Manager in branded international 4 and/or 5 star hotels - 5 years minimum.
Previous international working experience ideally in Europe is highly desirable.
Experience within the hospitality commercial function, such as sales, revenue management, marketing, managing a P&L statement
Significant experience of managing people including large, complex, and multi-national teams as well as strong understanding of F&B.
Understanding of uniform systems of accounts used for hotels.
A strong sense of commerciality, financial acumen and revenue background
Computer literacy and a high level of competency within Microsoft Office programmes and hotel reservations systems (Micros Opera)
Knowledge of the UK Market is preferred.
Any other reasonable duties as directed by the Regional Director of Operations Middle East & Africa.
TPBN1_UKCT