Job Description

General Manager

(12721)




SIRO One Za'abeel is more than a hotel - it's a movement; a global lifestyle brand where world-class wellbeing meets exceptional hospitality - through a combination of state-of-the-art fitness, nutrition, sleep, recovery, and mindfulness facilities in purpose-designed destination hotels.




Our hotels empower guests to unlock peak mental and physical performance, no matter who they are, or what they're striving to achieve. We realise exceptional, immersive lifestyle destinations where you can live without compromise.




Be a part of the world's first digitally integrated fitness and recovery hotel concept in Dubai and be inspired to become the best version of yourself, celebrating every milestone along the way. SIRO One Za'abeel creates an immersive lifestyle destination for a global community of fitness and wellbeing fanatics, enabling our guests to unlock and maintain peak mental and physical performance. SIRO One Za'abeel is the newest global hospitality and lifestyle brand by Kerzner International, owner of the iconic Atlantis Resort and Residences and ultra-luxury One&Only resorts worldwide.




About the Role




Functions as the Strategic Business Leader of Hotel Operations. Areas of responsibility Rooms, Food & Beverage, Wellness & Fitness, Sales & Marketing, Finance, Human Resources, Engineering. Events and Culinary. Position works with direct reports (Executive Committee members and Department Heads) to develop and implement the operations strategy and ensures implementation of the brand service strategy and brand initiatives. The position ensures operations meets the brand's target customer needs, ensures colleague satisfaction, focuses on growing revenues, and maximizes financial performance. As a Member of the Executive Committee, develops and implements hotel-wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand's target customer and property colleagues and provide a return on investment to the owner and Kerzner International Management.




Key Duties and Responsibilities




Operations/Property Management


• Develops an operational strategy that is aligned with the brand's business strategy and leads its execution. Works with team to put sustainable work processes and systems in place that support the execution of the strategy.
• Keeps operations team focused on the critical components of operations to drive guest satisfaction and the desired financial results; makes and executes key decisions to keep property moving forward towards achievement of goals.
• Champions change. Ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary.
• Establishes a vision for product and service delivery on property.
• Continually communicates a clear and consistent message regarding operational goals to produce desired results.
• Identifies and analyzes operational challenges and facilitates the development of solutions to prevent reoccurrence.
• Ensures that all operational areas have an atmosphere that is conducive to the overall guest experience.
• Researches new products, services or trends and introduces ideas to operations to enable property to remain competitive.
• Analyzes pricing and services of competition and maintains active relationship with competition.
• Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Tours building on a regular basis speaking with colleagues and guests to understand business needs and assess operational opportunities.
• Participates in public space walk-throughs with Engineering, Housekeeping and Stewarding to ensure guest rooms, public space and back of the house areas are well maintained and preventative maintenance processes are in place.
• Works with community and local officials to ensure operational issues that involve external parties can be resolved in a mutually beneficial manner.
• Ensures regional business initiatives are implemented and communicates follow-up actions to team as necessary.
• Communicates and executes departmental and hotel emergency procedures and ensures operations staff can do the same.






Guest Satisfaction


• Champions the brand's service vision for product and service delivery and ensures alignment amongst the hotel leadership team.
• Fosters colleague commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and colleagues.
• Demonstrates and communicates key drivers of guest satisfaction for the brand's target customer; ensures core elements of the service strategy are in place to produce the desired results.
• Serves as the customer advocate on the property. Pulls together resources to resolve guest and operational issues and impact results.
• Is highly visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
• Observes service behaviors of colleagues and provides feedback to individuals and/or managers; continuously strives to improve service performance.
• Facilitates/attends pre- and post-convention meetings to establish relationship with customer, understand group needs and set and manage expectations.
• Reviews comment cards, guest satisfaction results and other data to identify areas of improvement. Reviews findings with leadership team and ensures appropriate corrective action is taken.
• Analyzes service issues and identifies trends. Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.
• Ensures leadership team is focused on service failures or potential service failures for high profile groups e.g., space conflicts, direct billing errors or denials and works with team to identify long term solutions.
• Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to meet or exceed guest expectations and continually improve results.
• Ensures that a customer recognition program is in effect throughout all operations areas.






Human Resources


• Champions "Unlock Your Potential" service philosophy
• Hires operations management colleagues who demonstrate strong functional expertise, creativity and entrepreneurial leadership to meet the business needs of the operation.
• Creates appropriate development plans and develops colleagues based on their individual strengths, development needs, career aspirations and abilities. Ensures the same is done for all managers in the property.
• Is knowledgeable of leadership talent in the property; identifies resource needs to strengthen team and plans for future openings.
• Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance. Coaches team by providing specific feedback to improve performance. Conducts annual performance appraisals with direct reports according to Standard Operating Procedures.
• Ensures service, technical skills and leadership training occurs throughout operations to support successful daily operations.
• Establishes and maintains open, collaborative relationships with direct reports and entire team. Ensures direct reports do the same for their team.
• Establishes a presence with colleagues on property and actively solicits colleague feedback. Utilizes an "open door" policy and reviews colleague satisfaction results to identify and address colleague problems or concerns. Ensures colleagues are treated fairly and equitably.
• Ensures that regular on-going communication takes place throughout operations to recognize performance, set expectations and create awareness of business objectives.
• Celebrates successes and publicly recognizes the contributions of colleagues; ensures recognition occurs in all operations areas.
• Champions all HR programmes including, Talent Review, 360, Colleague Engagement Survey, Appraisal process and any others
• Ensures hotel policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs).
• Ensures team participates in community service events sponsored by Kerzner International to build teamwork and enhance community relationships (e.g., Community Clean-up Day, visits to senior citizens homes and homeless shelters).






Sales and Revenue Management


• Provides input and supports overall sales strategy.
• Suggests innovative marketing ideas to gain market share.
• Balances sales goals and commitments with operations ability to deliver against them.
• Participates in weekly sales strategy meeting to anticipate service and staffing needs.
• Attends the revenue management meeting, evaluates mix of transient and group revenue and provides pricing recommendations anticipates problem dates and proactively takes action to resolve problems.
• Reviews sales contracts for current year and next year. Identifies dates when transient rates may be listing lower than group rates and recommends changes to rates if necessary or develops alternate strategy.
• Ensures operations team has a sales strategy with aggressive goals and motivates individuals to achieve these goals and maximize performance.
• Attends monthly projection meeting to anticipate long term planning needs.
• Communicates regularly with meeting planners on property, evaluates if operations is meeting service needs and provides feedback to operations team.
• Uses the STR report, competitive shopping and other resources to maintain an awareness of the hotel's market position. Researches competitor's strategies to identify ways to increase market share and maximize revenue.
• Participates in meeting planner site visits or inspections and prepares operations team for the same.
• Develops strong community and public relations by participating in local events or sponsoring activities that showcase the property.
• Has overall responsibility for operations sales performance against budget. Monitors the department's actual and projected sales to ensure revenue goals are met or exceeded and opportunities are identified and addressed. Reviews RevPAR, meal period covers, room capture ratio and average check on a daily basis.
• Participates in sales calls with members of the sales team to acquire new business.





Financial Management


• Reviews financial reports and statements to determine how Operations is performing against budget. Works with direct reports to determine areas of concern and establish ways to improve the departments' financial performance. Leads cost containment efforts within operations including organizational restructuring when necessary.
• Coaches and supports operations team to effectively manage occupancy & rate, wages and controllable expenses. Strives to maintain profit margins without compromising guest or colleague satisfaction.
• Reviews payroll and compares budgeted wages to actual wages, coaches' direct reports to address problem areas and holds team accountable for results.
• Conducts comparative analysis and gathers best practices. Encourages operations team to either establish new processes or improve existing processes to yield greater productivity e.g., banquet set-up and group check-in process.
• Facilitates the capital expenditure process with the operations departments. Works with direct reports to identify ways to improve product or service levels and add value for the customer and colleagues. Ensures capital expenditure funds are being used to address the priorities outlined in the service strategy.
• Negotiates contracts with retailers, service vendors and other contractors to obtain agreements that are beneficial for the property in accordance with SOPs
• Manages Owner Relations
• Provides the operational expertise during owner meetings; gives meaning or context to the financial results, demonstrates an understanding of cash flow and owner priorities.
• Shares new ideas for stimulating business opportunities, improving service and increasing profitability.
• Builds owner loyalty through good communication, recognition and involvement in key decisions.
• Understands the Management Agreement and ensures decisions are made in accordance to the agreement.
• Establishes relationship with owner as a business partnership and supports the relationship between the General Manager and the owner.
• Balances owner's objectives and Kerzner International's objectives to produce mutually beneficial solutions.






Fitness & Recovery Center


• Champions the brand's overall vision for wellbeing including product and service delivery and be a brand ambassador for all things wellness.
• Develops an operational Fitness & Wellness strategy that is aligned with the brand's business strategy and leads its execution.
• Research new Fitness & Wellness products, services or trends and introduces ideas to operations to enable property to remain competitive within the Fitness & Wellness arena.
• Analyzes pricing and services of competition and maintains active relationship with competition regarding membership models & destination fitness.
• Ensures regional fitness initiatives are implemented and communicates follow-up actions to team as necessary.
• Reviews staffing levels to ensure that service, operational needs, and financial objectives are met within a dynamic SIRO club model.
• Champions employee wellness programs throughout the entire workforce.
• Provides input and supports overall sales strategy for the membership model including innovative marketing ideas to attract and retain members (1000+ members + 60% retention rate)
• Ensures fitness team has a sales strategy with aggressive goals and motivates individuals to achieve these goals and maximize performance including the recovery center.
• Negotiates contracts with sports retailers, wellness vendors and other external fitness contractors to obtain agreements that are beneficial for the property in accordance with local license requirements.
• To ensure classes, programs and activities are consistently updated within the Fitness & Recover center, including membership management & localized fitness activations.
• To ensure a robust team of fitness & wellness professionals are utilized for the Fitness & Recovery hybrid model including but not limited to full time & freelance employees.
• To stay ahead of curve when it comes to all thing's fitness including recovery therapies, nutrition, equipment, vendors, retail brands, wellness products and partner collaborations.






Other


• Performs other duties as assigned to meet business needs.






Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.