General Manager Scotland

4 weeks ago

Edinburgh, United Kingdom Payman Club Full time

Located across Scotland andCumbria.

Lead and take responsibility for theproperty operations the teams within it and the guests who stay inthe property. The General Manager will work across the multifacetedsetting to develop and implement guest focused initiativesenhancing their customerexperience.

Tasks

Firstpoint of contact and visible presence to the guests by delivering ahigh quality service to them at all times.

Ensuring the property teams are meeting the highest levels ofservice building relationships with guests championing theirexperience taking on board their feedback and managing theirexpectations.

Ensuring that issues are dealtwith in an efficient and professional manner whilst balancing thefinancial constraints of the business.

Torespond in a timely manner to any complaints made by guestsensuring that full details of both the complaint and the actiontaken are recorded.

To provide support toindividual guests in respect of ad hoc issues as they arisedirecting individuals to other appropriate agencies asappropriate.

To ensure the effective recruitmentmanagement and training of staff in accordance with Payman ClubHuman Resources policies.

To undertake the dayto day supervision of property staff to ensure the smooth runningof the community.

To monitor and evaluateproperty staff to address performance issues as they arise as wellas encouraging the development of individuals to provide a pool ofskilled and talented individuals able to deliver high qualityservices to the guests.

To monitor attendancemanaging issues of absence as they arise to ensure that servicelevels are maintained and budgets adhered to.

Toensure that the administrative processes associated with employmentare carried out in line with company policy and all statutoryobligations.

To ensure that all staff within theproperty receive Induction training in line with both localpractice and Payman Club policies andprocedures.

To ensure that all staff within theproperties receive appropriate training in order to carry out theirduties and responsibilities effectively andsafely.

To consult and inform staff regardingrelevant issues within the properties and theCompany.

In conjunction with the OperationsManager & Finance Manager prepare and monitor the annualbudgets for the property.

To deliver allcontractual services to guests within the parameters of theapproved budget.

To ensure the timely collectionof any sums due from guests.

To assist ispromoting the sale of other services provided by Payman Club or anyof its associated companies to the guests of theproperty.

To understand and comply with all thelegal and other regulatory constraints involved in managingproperty.

To plan and implement a programme ofroutine and preventative maintenance throughout theproperty.

To ensure the appropriate timely andcost effective response to individual guests requests formaintenance of their rooms and to ensure that all such requests areproperly logged and tracked.

To ensure that anout of hours emergency maintenance service is available to guestsas needed.

To engage contractors whereappropriate to carry out cost effective and high qualitywork.

To manage the relationship withcontractors to ensure adherence to Payman Club policies andprocedures whilst they are working on site.

Toact in the best interests of the company to assist insales.

Through regular inspection ensure that ahigh quality environment is maintained throughout theproperty.

To be the designated person withoverall responsibility for Health and Safety matters within theproperty.

To ensure the provision of a safeenvironment for guests staff and visitors.

Tocomply with all legislative requirements and local and Companywidepolicies and procedures relating to Health and Safety atWork.

To work collaboratively with anyconsultants appointed by Payman Club to provide advice and guidanceon Health and Safety matters.

To ensure theadequate recording and reporting of Health and Safety at Work inline with Company policies and Procedures and also with anystatutory requirements.

To manage any otherfunctions (including any restaurant or other similar facility)provided by the Company for the benefit of the guests andvisitors.

To work collaboratively with otherPayman Club staff to ensure that any development and/orredevelopment schemes are successfully implemented. This mayinvolve attendance at Site Meetings and other similar meetings onbehalf of the Management Company.

To be involvedwith the sales process to ensure compliance with statutorylegislation.

To deliver an excellent customerexperience during the sales process.

To beinvolved with the delivery of additional products and services andto promote the Payman Club brand within eachVillage.

To ensure that the Operations Manageris fully briefed on all matters relating to the running of theproperty on a regular basis.

To prepare anyreports briefings or other documents which may from time to time berequired by Senior Managers or Directors of theCompany.

To attend any such meetings andtraining courses as may be reasonably required including wherenecessary overnight stays away from home.

Tokeep the outside and public areas of the hotel clean and preparethem for the following days events.

To set uprestaurant for breakfast

To prepare and servehealthy breakfast lunch and afternoon tea.

Toensure all rooms are clean tidy and fully furnished to accommodateguests needs.

To provide basic housekeepingduties including replacing linen changing and arranging the towelsemptying waste restocking toilet supplies vacuuming dusting andrearranging the room after guests check out.

Toclean rooms and public areas including vacuuming dusting picking uplarger objects off the floor cleaning glass and windows spotcleaning partition doors and walls sweeping and mopping tile floorsand cleaning toilets.

To transport dirty linento correct areas to be cleaned and to restock areas with cleanlinens.

Such other duties as are commensuratewith the post.

To be an onsite live in staffmember able to cover any shift gaps and deliver on all servicerequirements as well as respond toemergencies

Requirements
  • 10years plus experience at General Manager level running and managing45* hotels/within the hospitality sector in operational managementcapacity.
  • Demonstrable experience and knowledgein commercial management of a site orcontract.
  • Experience of direct peoplemanagement of a team.
  • Strong role model ofexcellent customer service
  • Confident leader whocan empower teams to deliver to the highest standard for ourresidents by putting them at the heart of everything wedo.
  • Approachable and open manner able todemonstrate empathy and a personableapproach.
  • Change agent who has experience ofleading teams on a journey of continuousimprovement.
  • Have worked within a fast pacedenvironment
  • Able to manage ambiguity well andturn it into action to provide clarity anddirection
  • Ability to influence stakeholders atall levels to gain buy in
  • Account managementexperience is essential Good understanding of P&L and pathto profit pitfalls and opportunitiesComfortable making decision andbe able to think innovatively about solvingproblems

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