Company DescriptionSituated on the pristine white sands on the peaceful Marjan Island of Ras Al Khaimah, the Rixos Bab Al Bahr has a beautiful beach, stylish accommodations, upscale restaurants, breath-taking views and all the amenities you would expect from a five-star beach resort in the United Arab Emirates. A resort with a difference, at Rixos Bab Al Bahr, guests can indulge in a variety of restaurants at no additional cost. With few exceptions, everything is inclusive from the kaleidoscope of cuisine in Seven Heights and the delicious selection of unlimited beverages in Isla Beach Bar, Mojito Lounge, to the diverse choice of entertainment and nightlife, kids clubs, spa, sports, and recreational activities. Five delectable a la carte restaurants, including a steakhouse and a seafood restaurant, offer a diverse dining experience. The Rixos Bab Al Bahr is located 25 kilometres from Ras Al Khaimah City, 80 kilometres from Dubai City, 85 kilometres from Deira City and 70 kilometres from Dubai International Airport.Reporting to the COO, the role of General Manager is responsible for overseeing, directing, and managing all the areas of hotel operations. He/she will contribute to the overall performance of their property by formulating and executing the strategic vision for the property along with the Executive Committee. The General manager is also a key partner in facilitating the hiring and retention of exceptional talent as well as driving employee engagement, learning and development, performance, and talent within their departments by strategically leading through their Department Heads. They will have a desire to be the best at what they do and achieve operational excellence in their departments through all the metrics that are measured.Key Deliverables and ResponsibilitiesCommercial:
Responsible for the preparation and compilation of the yearly budget, business plan and the forecast in coordination with the relevant Department Heads and Regional Sales and Marketing and Revenue leaders
Responsible for the achievement of the commercial results of his/her property and positioning in the competitive set, on short-term and long-term basis
Maintains a constant awareness of the general market trends (local, domestic, and international) and of the activities of the competitors
Proactively seeks new business opportunities by building new relationships and actively getting involved in the sales activities of the hotel
Ensures correct use of Companys corporate identity at all levels in the hotel
Ensures the online content, websites and information on OTAs are always kept up to date
Implements adequate control tools to monitor the commercial activities of the hotel daily, weekly, monthly and year to date. Act proactively to rectify/adjust the commercial strategy where necessary
Ensures financial expenditures, contracts and agreements are done in accordance to companys policies and guidelines.
General:
Ensures consistent focus on guest satisfaction and high quality of service and handles all guest interactions professionally and appropriately
Responsible for the offline and online reputation of the hotel, he/she keeps informed of guests complaints, ensuring complaint handling, guest reviews and guest recovery
Ensures a proper cost control is implemented at all levels (Payroll, Purchasing, F&B etc.)
Encourages and implements CSR initiatives to support the local community
Ensures hotel complies to the local and international legal requirements; follows through relevant certifications such as HACCP, legionella, Safety etc.
Is familiar with all relevant company documentation and relevant OSMs for his/her field of responsibility.
Follows through that the maintenance of the hotel is managed in accordance to the standards and requirements; material values, renewal and care of premises, furnishing and fitting, machines, assets and FF&E
Effectively communicate with other hotel departments, regional, and corporate teams
Manage the operations of the hotel to maximize profitability and to ensure superior guest service and product quality
Ensure that all operations departments are maximizing revenue and profit potentials while minimizing costs
Manage operational expenses to stay within budget guidelines, as well as gather and report financial information to the Hotel Manager/General Manager
Manages performance issues that arise within the operational departments, as well as train, develop, coach and counsel, conduct performance evaluations and resolve problems of departmental team members and managers
Ensures optimal compliance with corporate focus audit
Is an integral part of the business team, attends all scheduled meetings and contributes actively with proper preparation
Conducts a daily briefing with management on current key activities
Evaluates changes in guest needs, the guest mix and competitive set, to recommend appropriate product/service and operational changes as necessary
Ensures guest and employee satisfaction, while maintaining market competitiveness and exceptional financial performance
Anticipate and address guest issues and establish proactive processes to promote guest satisfaction
Interacts in a positive way with all team members to ensure a luxury guest experience
Ensures compliance with local health and safety regulations
Finance
The activities and contribution of the role will impact the performance of the hotel.
Act on behalf of the business to work through complex situations and reduce risk, interpreting and implementing company policies and employment legislation as appropriate.
Exercise sound judgment and integrity always to ensure confidentiality of protected information.
Be fiscally competent in rostering and labour costs, budgeting, forecasting including the commentary that goes with the documents/meetings.
Ensure that Department Heads demonstrate full awareness of departmental budget/P&L and work towards achieving it by minimizing expenses and maximizing F&B revenue
Review all CAPEX
People & CultureEmployee Relations
Foster a positive and structured work environment which encourages the successful operation of the business, calling upon the necessary processes to deal with disciplinary, grievance and workforce change situations.
Work alongside with the People & Culture leader to investigate, document and administer corrective action immediately and effectively to reach the mutual goals of the business and the Employees
Recruitment
Supervise the hiring new Employees in conjunction with the Department Heads and People & Culture Leader through INES
Ensure that the team uses the interview guides provided and Talent Meter to gain further information on any potential candidate
Employee Engagement and Communications
Strive to increase Employee engagement by promoting a positive work environment where each Employee is informed and proactive about the overall business goals. Ensure the consistent delivery of business and associate information with transparency so that each Employee understands how they contribute to the companys success. This will include working on the Employee Engagement Survey (EES) and People & Culture Audit. Ensure the EES Champions for the hotel/departmental action plans to increase Employee engagement and improve EES scores year on year.
Represent the organization as an exemplary ambassador the All Inclusive - Service Culture
Labour Turnover to be closely monitored and to ensure that the Department Heads proactive actions taken with regards to trends and suggestions to People & Culture leader as well as General Manager.
Learning & Talent Development & Performance Management
Ensure bi-annual Talent Review process in conjunction with the Department Heads are conducted and associated documentation maintained to the required standard.
Facilitate the performance management cycle from probation reviews, annual performance reviews, development plans and goal setting as well as on the job training for Department Heads and in turn their teams
Ensure Departments have adequate Departmental trainers, and these are well utilized
For all supervisory positions have a transparent development program in place in conjunction with the People & Culture leader as well as Learning & Development.
Development of direct reports to give them ongoing feedback and development.
Abilities/Key Competencies/SkillsAlongside these key competencies, the incumbent of the role will be required to demonstrate the fundamentals of the companys service culture to be responsive, respectful and deliver a great experience.Leading Myself
Positive Orientation
Operational Decision Making
Self-Development & Management
Leading Others
Developing an Empowered Team
Leading an Engaged and Diverse Team
Communication
Leading the Business
Advocating Guest Passion
Business Planning and Analysis
Business Improvement and Change
QualificationsExperience/Certificates/Education
Bachelors Degree/Masters Degree from a reputable hospitality/business school preferred
Minimum 15 years of total experience with strong operations background
At least 2 years of experience in a similar capacity
High degree of professionalism with strong understanding of hotel operations and business acumen
Excellent reading, writing and oral proficiency in English language, knowledge of Arabic language can be added advantage
Strong working knowledge of Digital tools
Strong leadership, interpersonal and training skills
Excellent communication and customer contact skills
Results and service oriented with an eye for details
Ability to multi-task, work well in stressful & high-pressure situations