Pullman Pullman Cape Town Triangle House General Manager Jobs in South Africa
Pullman Pullman Cape Town Triangle House General Manager Jobs in South Africa
Reporting to the Vice-President Operations, Sub-Saharan Africa, the General Manager will oversee the smooth running of the Operations within the ACCOR managed Hotel located in Cape Town, South Africa.General Duties and Responsibilities
This role is pertinent to achieve set goals in revenue, profit and value enhancement, as well as Employee and Guest satisfaction by directing the operation of the assigned area of responsibility and its organisaton. Company policies and procedures must be adhered to and Brand image upheld.Performance (Results and Values)Achieve the objectives of the Company in revenue, profit, market penetration, customer service and Employee satisfaction.
R. Develop, implement and adhere to strategic business plans, budgets and investment plans according to the annual business planning guidelines. Ensure that these are based on a good market and product knowledge, adequately foresee the near future as well as long-term expectations on market development and maintain realistic yet ambitious targets. Always strive to improve market penetration.
Monitor results regularly and initiate corrective measures and action plans if the hotel performs below expectations.
Monitor performance to competitive set and initiate action if penetration development is negative.
Set objectives and delegate responsibilities to the management team.
Foster team work, open communication, shared information and cooperation.
Ensure the hotel management team utilizes in full all resources available in the Company and enhance efficiency and know-how.
Create value whenever initiating activities or making decisions. Live and communicate the vision, mission and values of the Company
Ensure the management team understands the dimension of value when doing business. Ensure that the commercial aspects of decision-making are considered in all relevant areas (revenue management, investments, purchasing, employee scheduling, cost management, and etcetera).
Ensure maximum owner satisfaction and trust.
Maintain a good working relation and dialogue with the hotel’s owners. Fully understand all contractual relations between the Company and the owners and secure that all obligations are met. Understand, foresee and act proactively regarding any potential conflicts between owner’s interests and those of the Company.
Maximise knowledge of local markets and key accounts and initiate PR activities.
Know, understand and get involved in initiatives directed at local markets, such as senior management sales calls and customer events. Take initiatives that build brand awareness, such as participation in local organisations and clubs, which include decision makers, authorities, press and opinion leaders.
Implement and supervise corporate guest satisfaction programs and Customer Satisfaction Surveys.
Secure maximum implementation, ongoing training and adherence to corporate guest satisfaction programmes. Ensure that all complaints from guests are dealt with properly and personally, in accordance with the Company guidelines. The General Manager is to handle Guest complaints personally by a telephone call followed up by a letter. Monitor guest satisfaction reports and initiate corrective action if unsatisfactory.
Ensure Employee Satisfaction and trust.
Facilitate at least annual employee satisfaction surveys and monitor an ongoing follow-up process. Initiate and monitor activities to correct negative deviations to Company objectives.
Hire and develop potential with the right attitude, eagerness and qualification to promote the brand values.
Ensure that all employees in your Company receive the necessary training, both in professional competence and in service attitude. Foster and encourage living up to the brand values. Encourage self-development. Support education initiatives and participation in task
force assignments. Facilitate transfers within or beyond the Region. Ensure that good performers develop and move on into new positions and assignments.
Laws and Regulations
Adhere to legal requirements.
Investigate, share and adhere to all relevant laws, regulations and legal requirements in your respective legal surrounding (i.e. financial accounting and reporting, tax, licences, safety and security, health, labour, discrimination, data security, laws relating to contracts and business conduct, waste disposal, hygiene). Ensure that professional union relations are maintained.
Safety and Security
Assume full responsibility for compliance with Emergency procedures – Management and Training.
Implement and monitor routines for effective prevention of and dealing with fire, major accidents and terrorism on the property. Ensure relevant training and induction of Company personnel in security matters (Emergency Management Manual). Facilitate documentation of all prevention and training activities. Investigate and promptly and diligently react to all information of a security nature. Ensure that your hotel seeks expert advice on necessary and advisable safety and security equipment, systems and solutions and implement the same.
Be responsible for the protection of the brand image of the Company.
Ensure that all investments add value and make business sense.
Ensure that well prepared and commercially sensible short and long-term investment plans are developed. Seek approval in accordance with Company guidelines. Monitor execution of investment projects. Include value considerations and appropriate “Return on Investment” calculations in the evaluation process.
Authority and Reporting
Adhere to the Reporting Guidelines.
Adhere to and implement decisions of authority and “Grandfather Principle” for all decision-making levels (salary and benefits, promotions, dismissals, etcetera). Inform superior of changes in the management team. Adhere to and monitor the Company’s implementation of corporate, contractual and legal reporting guidelines.
Adhere to the Company policies.
Know, comply with, and ensure the Company complies with all policies as communicated from the Owners, as well as Accor Hotels. Ensure that all employees within the company are informed and trained to understand the Company’s Charter of Ethics. Department Heads should sign for receipt of Charter.
Lead by example.
12 + years’ industry experience in upmarket brands with minimum 2-3 years of experience in similar role
Ability to understand and navigate complex stakeholder environments
Strong focus and passion for customer experience
Sound understanding of emerging trends in the industry particularly those surrounding ESG
Demonstrated ability to coach, mentor, develop and inspire teams
Confident and articulate communication, negotiation, relationship and networking skills
Proven business acumen with the ability to make sound decisions and understand commercial implications
Ability to think strategically and plan on a mid to long term scale
Entrepreneurial spirit with drive, ambition and high level of energy
Excellent interpersonal skills with ability to communicate with all levels of team members
How to Apply
For more information and job application details, see; Pullman Pullman Cape Town Triangle House General Manager Jobs in South Africa
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