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Job Summary
Duties:Accountable for overseeing the day-to-day operations of assigned properties, ensuring exceptional guest experiences, property performance and alignment with the brands strategic objectives.
Implement operational strategies that align with company’s goals, ensuring optimal property performance and guest satisfaction.
Foster a culture of excellence, teamwork and innovation among on-site teams.
Manage property-level budgets, controlling expenses while identifying revenue-generating opportunities.
Support the achievement of free cash flow targets by optimising resources and managing costs.
Manage the daily operations of assigned properties, including check-ins, housekeeping, maintenance and common area management.
Ensure compliance with all regulatory requirements and the group’s operational standards.
Develop and execute preventative maintenance schedules to minimise downtime and complaints.
Lead, mentor, and evaluate operational staff, fostering a culture of accountability, teamwork, and continuous improvement.
Implement training programs to enhance staff capabilities, focusing on service excellence and problem-solving.
Build relationships with building managers, contractors and local businesses to enhance operational efficiency and guest experiences.
Manage budgets, negotiate vendor contracts and identify areas for improvement without compromising quality or service standards.
Foster a decentralised decision-making culture and embed an Owner-Operator mindset within the team to encourage proactive problem-solving and accountability.
Reporting & Meetings:
The General Manager must ensure accurate and timely reporting to inform operational decisions and support property performance improvements.
Monthly Property Report
Provide a detailed property level operations report covering compliance checks, financial performance, guest satisfaction metrics and staff productivity.
Identify areas of improvement across the property, team etc.
Quarterly Operational Review:
Deliver a comprehensive review of property performance, highlighting achievements, risks and adjustments needed.
Include forward-looking plans to address operational challenges and capitalise on opportunities.
Requirements:
Grade 12
Diploma or Degree in Hospitality Management or Business Administration
A minimum 7+ years of hospitality experience with at least 2+ years’ experience in Senior Management
Familiarity with PMS, POS, and revenue management systems
Valid driver’s license and ability to work flexible hours, including weekends
Strategic thinking with hands-on operational ability
Strong financial literacy and commercial acumen
Guest-centric mindset with luxury service orientation
Leadership, motivation, and people development skills
Calm and solution-driven under pressure
Excellent verbal and written communication
High emotional intelligence and stakeholder engagement capability
Craven Cottage CC
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