General Manager

Reporting To

Regional General Manager

Location

Sri Lanka

Experience

8 to 10 years of heading Resort Operations with atleast a minimum of 1 year in Sri Lanka as an Operations Head.

Qualification

Hotel Management Graduate

Overall Responsibility

The General Manager will be responsible for overseeing and managing all aspects of the resort's operations. This includes leadership, strategic planning, financial performance, and ensuring that the resort meets or exceeds its goals and objectives. The ideal candidate will have a strong background in Resort Operations, exceptional leadership skills, and a proven track record of achieving and exceeding targets.

AREAS OF RESPONSIBILITY

Participates in the development and implementation of business strategies for the resort which are aligned with Sterling’s overall mission, vision and values:

• Leads in the development of the unit’s business strategies.
• Develops and implements strategies for operations that support achievement of the unit’s goals.
• Streamline operational processes and workflows to enhance productivity and reduce inefficiencies.
• Monitors status regularly and adjusts strategies as appropriate.
• Develops the annual budget in conjunction with the Regional General Manager.
• Participates in the development of the annual marketing, sales and yield management plans and strategies.
• Continually improve resort operations and adheres to the resort brand standard.

Maximizes profitability and revenue by directing the region’s operations (including rooms and food & beverage)

• Directs resort operations in accordance with Sterling standards of operations.
• Develops and implements operating procedures and standards that support employees in their effort to deliver seamless service.
• Analyzes business results on a regular basis and takes actions to improve results as appropriate.
• Leverages system-wide expertise and resources where possible in order to incorporate best practices and deliver services on a cost-effective basis.
• Sets objectives for each resort in his / her region.
• Implements the approved budget; monitors revenues and costs on a periodic basis and takes corrective action.
• Controls costs by adhering to standards of operations for forecasting, budgeting, scheduling, payroll control and other expense management systems for the region.

Develops and implements strategies and practices which support employee engagement:

• Recruits and selects qualified candidates.
• Provides employees with the orientation and training needed to understand expectations and perform job responsibilities.
• Communicates performance expectations and provides employees with on-going feedback.
• Provides employees with coaching and counselling as needed to achieve performance objectives and reach their fullest potential.
• Drives employee engagement through the creation and implementation of departmental action plans.

Creates 100% guest satisfaction by providing the experience through performance that demonstrates the standards of genuine hospitality and exceeding guest expectations. Provides employees with the training and resources they need to maximize employee engagement and deliver seamless service and teamwork.

• Communicates and reinforces the vision for seamless service to employees.
• Ensures that employees provide seamless service, genuine hospitality and teamwork on an ongoing basis.
• Seeks opportunities to improve the customer experience by seeking customer feedback and reviewing management reports and developing strategies to improve department and resort services.
• Provides employees with the tools, training and environment they need to deliver seamless service and teamwork.

Adheres to resort policies and procedures.

• Communicates effectively with all stakeholders.
• Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position.
• Maintains a favourable working relationship with all stakeholders to foster and promote a co-operative and harmonious working environment.
• At all times projects a favourable image of the Resort to the public.
• Assists in the development in the business plan and ensures the resorts have an overall understanding of their goals and objectives.

REQUIREMENTS

• Minimum three years of work experience in Sri Lanka as General Manager.
• Hotel Management degree preferred.
• Experience managing owner relationships.
• Able to collaborate and resolve conflicts.
• Strong strategic planning and execution abilities.
• Exceptional leadership and team management skills.
• Proven track record of meeting or exceeding financial and operational targets.
• Excellent communication, negotiation, and interpersonal skills.
• Knowledge of industry regulations and trends.
• Willingness to travel within the region as required.