Role Purpose
As General Manager, you will lead a multidisciplinary team across Rooms, F&B, Spa, Leisure, Guest Experience, and Entertainment. You will own the hotel’s performance operationally, commercially, and culturally. You’ll lead high performing teams, optimise revenue streams, and champion a guest‑obsessed mindset. Your leadership will ensure exceptional guest experiences, strong EBITDA performance, and a culture that attracts, retains, and develops top talent.
Responsibilities
Operational Leadership
* Lead, coach, and inspire teams to deliver exceptional guest experiences while upholding Warner Brand Standards.
* Address guest concerns with confidence and empathy, using feedback to drive continuous improvement.
* Manage resources effectively to meet guest demand, ensuring high service levels and operational efficiency.
* Collaborate with senior leaders to identify opportunities and implement operational strategies.
Guest and Team Experience
* Ensure consistent delivery of high quality guest experiences, driving improvements in Guest NPS, returning bookings, and online reviews.
* Build a high‑performing, engaged team through coaching, feedback, and personal development plans.
* Recruit, develop, and retain exceptional talent, fostering a culture of collaboration, growth, and recognition.
* Monitor team engagement and retention, implementing initiatives that enhance satisfaction and performance.
Financial and Operational Management
* Manage hotel revenue and costs to meet or exceed budgets, identifying opportunities for growth and efficiencies.
* Drive revenue performance across Rooms, F&B, Spa, Leisure, and ancillary streams.
* Ensure full compliance with statutory obligations including Health & Safety, food safety, employment law, and data protection.
* Embed and maintain operational SOPs and brand standards across all departments.
* Oversee stock management and budget adherence, ensuring resources align with business goals.
Key Outcomes
* Achievement of KPIs including Guest NPS, Mystery Guest scores, labour efficiency, revenue targets, and compliance standards.
* Increased team retention, engagement, and development of high potential talent.
* Enhanced financial performance, including EBITDA growth and cost efficiencies.
* 100% compliance with Health & Safety and mandatory training requirements.
Behaviours and Essential Skills
* Guest obsessed, people first, and passionate about delivering exceptional hospitality.
* Collaborative, open, and effective at influencing across teams and departments.
* Commercially sharp with strong analytical and data‑driven decision-making skills.
* Resilient, confident, and calm under pressure, with sound judgement and clarity of thought.
* Strategic thinker with a willingness to be hands‑on in daily operations.
* Bold, curious, and innovative, with a growth mindset and drive for continuous improvement.
* Skilled at building capability, inspiring teams, and nurturing talent at all levels.
Essential Experience
* Minimum 5 years’ experience as a General Manager in hotels, holiday parks, or a similar multifaceted leisure environment.
* Strong background in food & beverage, revenue management, and commercial performance.
* Proven success in leading large, diverse teams and developing high potential leaders.
* Demonstrated ability to deliver improvements in guest satisfaction and financial KPIs.
Inclusion Statement
Diversity, equity, and inclusion are at the heart of who we are and what we do. Our commitment to these values is unwavering and central to our mission. We welcome applications from all backgrounds, communities, and industries, and we’re happy to discuss any reasonable adjustments or flexibility you may require, including part‑time or job share options.
We genuinely care about every candidate’s experience during the recruitment process and are here to support you. If you require any assistance or adjustments while applying, please contact us at Warner.recruitment@warnerhotels.co.uk.
Please note: Unsolicited CVs from agencies will not be considered.
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