Oversees all aspects of Property Management in accordance with Company mission statement, including maximization of financial performance, guest satisfaction, and staff development within established quality standards. Responsible for the hiring, training and discipline of all hotel staff

Main Responsibilities

· Performs the role of “Standard Bearer”, ensuring that each criteria in NQ2 Hotels mission statement are communicated, understood, achieved and maintained by hotel staff.

· Performs each criterion as contained in Queens Hotel and Spa “General Manager’s Standard Operating Procedures” in a satisfactory manner.

· Performs each criterion as contained in Queens Hotel and Spa “General Manager’s Standard of Performance” in a satisfactory manner.

· Creates an operating environment that assures consistent guest satisfaction.

· Monitors the performance of the hotel through verification and analysis of guest satisfaction systems and financial reports. Initiates corrective action.

· Maintains product and service quality standards by conducting ongoing evaluations and investigating complaints. Initiates corrective action.

· Maintains product and service quality standards by conducting ongoing departmental reviews with regards to cleanliness, maintenance and service procedures.

· Develops accurate and aggressive long and short-range financial objectives consistent with the Company's mission statement.

· Prepares financial reports for management that clearly explain operational effectiveness, trends and variances

· Establishes and maintains a pro-active human resource function to ensure employee motivation, training and development, wage and benefits administration, and compliance with established labour regulations

· Maintains an appropriate level of community public affairs involvement.

· Executes marketing, sales, and operational activities, producing results that meet or exceed the hotel’s business plan

· Ensures good safety practices of employees and guests, assisting in the maintenance of proper emergency and security procedures.

· Establishes and maintains applicable preventive maintenance programs to protect the physical assets of the hotel

· Implements and maintains effective open-door communication system that crosses departmental lines in order to reach all employees.

· Understands the government regulations affecting hotel’s operations, ensuring hotel is operated in compliance with all applicable laws, ordinances, regulations, and requirements of any federal, state or municipal authority.

· Deals with the general public, customers and employees with tact and courtesy

Customer Relations

· Evaluate changes in guest needs, the guest mix and competitive set, to recommend appropriate product/service and operational changes as necessary.

· Provides a friendly and personal welcome for guests

· Enhances guest satisfaction

· Handles guest comments and complaints, ensuring follow-up

· Develops close relationships with guests to encourage loyalty

· Ensures guests receive a warm and personalised welcome

Professional Techniques / Production

· Guarantee the quality of Accommodation, food and beverage and meeting offers through implementing service standards.

· Responsible for correctly matching sub-contracts with the quality and profitability objectives that fall within his sector.

· Encourage a work dynamic based on constant innovation and group-wide projects through a continuous benchmarking with the competition.

· Creates the impetus for working innovatively and on projects across operational departments."

Team management and cross-departmental responsibilities

· Manages performance issues that arise within the HOD reporting lines

· Ensures appropriate hiring, training, motivating, coaching, counselling and developing of department’s team members

· Effectively communicates with other departments

· Conducts a daily briefing with department on current key activities

· Be an inspiration to all hotel staff to achieve luxury levels of performance

· Interacts in a positive way with all team members to ensure a luxury guest experience

· Must be an example of the Mercure, brand standards, and a champion of grooming and appearance guidelines

Management and administration

· Respects the budget.

· Increases margins.

· Ensure monitoring procedures are implemented and followed

· Improves team organization while ensuring an appropriate structure and numbers of staff.

· Sets sales and expenses budgets for his/her area of responsibility. Follows them up and ensures corrective actions as necessary. Proper maintenance of all Administrative and legal documents (books, staff salaries, medical, labour inspection, security control and foreign manpower)

· Submission as and when required of all accounting documents.

· Application of laws in the areas of prices, labour security, safety, customer protection etc. He/she should always have , up to date, legal information materials.

· Maintenance of all administrative procedures implemented by General Management.

· Guarantee the enforcement and application of regulations relating to law, health and safety and ensures respect of the hotel's commitments to HACCP standards

Hygiene / Personal safety / Environment

· Is responsible for keeping the equipment and furniture in good condition

· Ensures machinery works reliably and follows up any technical work

· Applies and ensures application of the hotel's security regulations (in case of fire etc)

· Respects and ensures respect of the hotel's commitments to the "Environment Charter" (saving energy, recycling, sorting waste etc)

· Is responsible for the security of people and property in the area under his/her remit

Reporting Line

· Reports to the Head of Operations

Profile

Education / Professional experience

· Diploma or degree in hospitality – food & beverage, professional hospitality degree or hospitality management school and/or anyone eager to work in the sector regardless of their educational background, pending validation of their skills

· At least 5 years' experience in the sector and impeccable knowledge of hotel operations

· Excellent organizational skills

· Computer skills (word processing, spreadsheet, and presentation software)

· Language skills according to the hotel needs

Skills / Qualities

· Good listening and analytical skills, attentive

· Commercial know-how

· Diplomacy and self-control

· Self-confidence

· Guest oriented, outgoing and service minded

· Flexible

· Responsive

· Leadership

· Well organised

· Decisive - Autonomous – Entrepreneurial

· Excellent presentation

This job description is not exhaustive and will evolve as the hotel's organisational needs change.

Job Type: Full-time

Salary: £60,000.00-£70,000.00 per year

Benefits:

• Employee discount
• Referral programme

Schedule:

• 8 hour shift
• Monday to Friday

Supplemental pay types:

• Bonus scheme

Ability to commute/relocate:

• Haslemere: reliably commute or plan to relocate before starting work (required)

Work Location: One location

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