General Manager - Operations - Hospitality

Job Designation: General Manager - Operations

Reporting to: Chairman & MD

Objective:

To oversee all aspects of the Retreat operations with the highest degree of hospitality and customer service by ensuring that facilities meet and exceed expectations at the same time develop and maintain the overall image by implementing solid SOP's.

Key Responsibilities:

a) Strategy

- Making sure that the customer journey is appropriate; facilities designed are to health and safety standards and cutting edge to give the Retreat an edge over its competitors.

- Make the Retreat the number one Wellness in India by creating a team of individuals who work as a team to deliver mind blowing treatments and experiences.

- Focus on optimization of manpower, material and resources, recycling and waste management, conducting inventories to identify and eliminate nonmoving and dead stock, dedicated F & B control.

- Spearheading the guest delight program, direct contact with guests seeking advice, suggestions and feedback, interaction through e-mail, dedicated reverts with progress on feedback, redress grievances, maintain guest history, driving the guest loyalty program.

b) Financial Management

- Interpret financial reports and provide expertise on (projected) revenue V expenses.

- Develop procedures for accurate inventory control and monitoring.

- Manage all resources in the Retreat to maximize profits and long-term growth

- To ensure that the retreats operational budget is in line and all costs are strictly controlled.

- Design and implement monthly sales promotions, and motivation programs in collaboration with corporate team.

c) Operational/Systems Management

- Ensure the Retreats operating procedures and policies manuals are implemented and updated as required.

- Provide accurate, appropriate, and immediate assistance to all Department Heads with relation to the successful running of their individual departments.

- Anticipate, identify and ensure customer needs are being met in the best possible way.

- Regularly review all policies and procedures relating to the Retreat taking action to formulate and propose improvements.

d) Team Management

- Anticipate, identify and ensure staff needs are being met in the best possible way.

- Demonstrate an exceptional level of professionalism for the staff to emulate

- Manage client feedback and act upon it with immediate effect through training and communication.

- Assist Department heads to create a motivating, positive environment of sincerity warmth and fun for staff and guest alike.

e) Staff & Training

- Implement ongoing skills training to ensure service standards are being upheld and maintain training records at all units.

- To ensure that the employees have a complete understanding of and adhere all policies and procedures.

- To ensure that all employees adhere to the established standards of hygiene and grooming