The General Managerprovides and maintains inspirational leadership and direction to the management team and staff members. The General Manager consistently sets the tone of trust and accountability, maintaining a focus on driving topline initiatives, while maintaining cost controls and service standards to ensure a maximum revenue driving and guest experience. The General Manager is responsible for oversight of the front of house managers and teams for the following departments: PRINCIPLE DUTIES AND RESPONSIBILITIES
- Develop and communicate a departmental strategy that is aligned with the property and brand and lead in its execution
- Establish goals to optimize performance and hold the department leadership team accountable for desired outcomes
- Provide inspirational leadership to enliven our service and brand standards
- Supervise and manage team members and day-to-day operations understanding positions well enough to perform duties in team member absence. Ensure and maintain the productivity level of staff members
- Assist staff members on the floor during meal periods and high demand times
- Provide excellent customer service to all staff members, and respond quickly and proactively to staff concerns
- Monitor guest feedback and performance data to optimize guest engagement and retention and take appropriate corrective action. Respond quickly and proactively to guest's concerns and take ownership of guest complaints/problems until they are resolved or addressed
- Improve service by communicating and assisting staff members to understand guest needs, providing guidance, feedback and individual coaching when needed
- Meet with guests on an informal basis during meals or upon departure to obtain feedback on food & beverage quality, service and overall satisfaction
- Stay informed of market trends and introduce new products and services to drive guest engagement, increase revenue and ensure a competitive position in the market
- Identify opportunities to optimize performance and create value by challenging existing processes, encouraging innovation and driving necessary change.
- Identify the developmental needs of others and provide opportunities for growth and development to maximize talent
- Develop the departmental budget and monitor financial performance to ensure goals are met or exceeded and opportunities are identified and addressed
- Maintain a positive cost management index for departmental operations
- Oversee the financial aspects of the department including purchasing, payment of invoices and payroll
- Ensure proper controls are in place and polices are established and followed by all team members
- Establish and maintain open, collaborative relationships and ensure direct reports do the same
- Ensure regular, ongoing communication occurs (e.g. daily pre-shift meetings, divisional/departmental meetings, attendance at regular management meetings)
- Recruit and select talented managers and staff members who will enhance the 1 property's culture and demonstrate functional expertise; ensuring staffing levels are appropriate to meet business demands
- Create a learning atmosphere with a focus on continuous improvement
- Provide guidance and direction to subordinates through coaching, counseling, mentoring, and reviewing performance
- Utilize interpersonal and communication skills to lead, influence and inspire others; advocate sound business decisions; demonstrate honesty and integrity; lead by example
- Build and maintain an organizational culture that maximizes employee engagement and attracts top talent. Ensure the environment of the department emphasizes motivation, empowerment, teamwork, continuous improvement and a passion for providing service. Encourage and build mutual trust, respect and cooperation among staff members as well as members of management
REPORTING RELATIONSHIPS - Reports to the Director of Food & Beverage. The General Manager has oversight for front of house leaders and team members in the following departments:
REQUIRED: - A post-secondary diploma or degree in a field of study related to this profession; 2 years of experience in a comparable position and/or an equivalent combination of education and experience
- Detailed Food and Beverage knowledge; demonstrated strong leadership and strategic planning skills; and proven achievements in optimizing guest and team member engagement and financial performance
- Experience successfully leading in a fast-paced environment and prioritizing demands
- Strong interpersonal, team member relations and leadership abilities
- Well versed in Food & Beverage financial aspects
- Technically savvy and familiar with Food & Beverage operating/budgeting systems and spreadsheets
- Ability to identify and solve problems
- Professional & appropriate business appearance and demeanor aligned with the 1 Hotel brand and culture
- Excellent verbal and written communication skills
- Flexibility to meet the demands of a 24-hour operation
PREFERRED: - Fluency in a second language other than English