Hotel General Manager

Responsible for managing and coordinating all functions of the Hotel to achieve optimum standards of service and value to guests, while meeting or exceeding planned profit objectives in a manner consistent with the company’s and owner’s philosophy and policies.

1.0 DUTIES & RESPONSIBILITIES - GENERAL

The summary of responsibilities for the General Manager, but not limited to, are as follows:

• Reports directly to the Antica Sapa's CEO Mrs. Đào Quế Anh or Antica Sapa Valley Resort's Owners as if appointed.

• Supervises directly or indirectly the second in command and Department Heads.

• Interacts with Guest and individuals outside the Hotel including, but not limited to current and potential clients, owning company representatives, suppliers, competitors and other members of the local community.

• Co-ordinates functions and activities with regional, divisional and corporate staff as appropriate.

• Develops and implements the strategic plan, marketing plan, budget, training and goals program to ensure an on-going basis optimum guest satisfaction, sales potential and profitability.

• Ensures highest level of guest satisfaction by providing, quality guest services and amenities within corporate standards.

• Manages the functions of all Hotel Personnel through direct and indirect supervision of Department Heads.

• Monitors present and future trends, practices and systems in the Hotel industry and determines and ensures execution of competitive programs.

• Participates actively in selling the Hotel through involvement with all potential markets.

• Conducts inspection and ensures physical facilities are kept in optimal condition by full

• Implementation of preventive maintenance programs and judicious planning and Management of FF&E.

• Overseas and directs the personnel function of the Hotel including recruitment, hiring, orientation, coaching, counselling, training, wage and salary administration. Labour Relations, performance appraisal and succession planning.

• Is responsible for the Security and Safety of guest and employees and ensures emergency procedures are established, well publicized, practiced and enforced.

• Monitors applicable laws and Regulations and ensures compliance.

• Establishes and maintains effective internal communications including weekly Department heads meeting to ensure optimum teamwork and productivity.

• Establishes and maintains and prominent level of visibility and involvement in the Hotel and in Business, Social and Government Communities.

• Establishes and maintain effective employee relation.

• Installs monitors cash Management programs including inventories and receivable.

• Develops recognition programs, advertising and promotional campaigns to obtain greatest market awareness and patronage.

• Monitors purchasing practices to ensure compliance with Antica Policies and Procedures.

• Contributes to Antica Sapa Valley Resort growth by identifying and communicating aware of its organizational and operating structure.

• Establishes and maintains effective communications with Owning Company and keeps fully aware of its organizational and operating structure.

• Performs any other assignments as defined by the needs of the property or as directed by superiors for time to time.

• To be familiar with the Antica Operational Manuals, Policies and Procedures, Local Standard Operational Procedures, and all Job Descriptions of all departments in the hotel.

• To have a complete understanding of the Hotel Employee Handbook and to adhere to the regulations contained therein.

• To have a complete understanding of Antica Sapa Valley Resort policy relating to fire, safety and health.

• To achieve the approved Business Plan and Key Performance Index established by Antica Sapa Valley Resort Owners.

• Responds and acts on upper-management direction.

2.0 DUTIES & RESPONSIBILITIES - PLANNING & CONTROL

• To effectively control and understand the day-to-day operations of all departments ofAntica Sapa Valley Resort

• Ensure that all Antica Sapa Valley Resort activities are done and respected as per established Hotel standards and procedures and further assist his/her team members in any way possible.

• Ensure prompt, efficient and friendly service at all times. Ensure internal and external guest’s satisfaction at all times.

• Ensure that in and out of Antica Sapa Valley Resort is satisfied the most stringent hygiene and sanitation requirements.

• Ensure punctuality, control absenteeism and take corrective actions where necessary.

• Regularly check grooming (appearance, personal hygiene and uniforms) of team members according to Hotel’s standards, and also team members attitude towards both internal (colleagues) and external guests.

• Establish a strict control to avoid theft of guest and Antica Sapa Valley Resort property.

• Regularly check all working areas and operating equipment’s of the Hotel, for maintenance requirements and follow up.

3.0 DUTIES & RESPONSIBILITIES - GUEST SERVICE

• Be able to provide guest with updating and collect information at all time.

• Continually seeks and capitalizes upon opportunities to increase internal guest’s satisfaction and deepen guest’s relationships. Take appropriate steps wherever needed to provide a better service.

• Being of assistance to handicapped persons.

• Going the extra mile in attending to any VIP’s, guest’s/ visitor’s query, special requirement/s, suggestion/s and dissatisfaction/s; calmly, professionally, proactively and within the Hotel policies; and do the necessary follow-up in person with the Executive Assistant Manager/ with respective Department Head/s concerned.

• Personally attend to a maximum number of guest dissatisfaction, follow up and report, and organise measures to prevent problems from recurring.

4.0 DUTIES & RESPONSIBILITIES - TEAM MEMBERS’ RELATIONSHIPS

• Actively participate new ideas, communicate opinions, reliable, trustworthy, share knowledge and accept criticism to improve.

• Organize regular meetings with Department Head to discuss the ongoing projects progress to develop and initiate solutions to problems that might occur.

• Ensure that the team member can cope with the work load and stress by offering them support, motivation and appreciation.

• Supervise and train of team member to effectively utilize each team member to his/her fullest potential.

• Lead the team member to follow that direction to reach assigned targets.

• Evoke creative and innovative thinking from team members while helping them to bring their ideas and career plans to fruition.

• Keep team well informed of changes within the organization and general extensity news.

• Anticipate employment need for the Hotel on a long term/ short term basis, and participate together with the Quality Assurance and Human Resources Departments in the selection and recruitment of new recruits.

• Follow-up on the induction and training of new recruits (done in conjunction with the respective Training Department).

• Conduct performance appraisal, initiate and implement disciplinary actions as warranted. Also recommend promotion and salary increase of team members.

• Form part on disciplinary boards.

• Practice the concepts of delegation and empowerment of team members.

• Motivate team members to create a top-notch guest experience consistently and oversee that the service offered to all guests is always of the highest degree.

5.0 DUTIES & RESPONSIBILITIES - PERFORMANCE STANDARDS

• Achieve the company’s goals objective and KPIs.

• Ensure that team member turnover is as low as possible.

• Perform tasks as directed by the management in pursuit of the achievement of business goals.

• Be open to new ideas and make changes in the job and routine as required.

• Diagnose problems and thoroughly analyse information to guide decision making.

• Evaluate and assimilate critical information when reaching conclusions and make logical, competent decisions.

6.0 REQUIRED SKILLS AND EXPERIENCE

• Be highly creative and imaginative.

• Have excellent interpersonal and communication skills.

• Work well in a team.

• Be able to work under pressure and manage workloads effectively with Passion and Professionalism.

• Be highly self-motivated, well organized.

• Be able to see other people's points of view and take on board feedback.

• Work within strict budgets.

• Have an eye for detail.

• Possesses good leadership, people and project management skills.

• Possesses Passion and Professionalism.

• Must be fluent in English.

• Must be knowledgeable on computer software such as the PMS, Office, Publisher, and other related software used in the hotel industry.