Hotel Manager
THE LORE GROUP
Lore Group is an international hospitality company that designs, transforms, manages and operates hotels, restaurants and bars across Europe and the United States. We create storied hotels for the long term with our hotels at the heart of their communities. Thoughtful design, intuitive service and stories that last is at the core of everything we do with our four values, Family, Discovery, Detail and Spirit embedded across each of our hotels helping us inform the decisions we make and the behaviours we bring to work to validate how we stay true to our vision and our mission. Our diverse portfolio of award-winning properties includes Pulitzer Amsterdam, Sea Containers London, Riggs Washington D.C. with aspirations to grow the group even further in the future.
DESCRIPTION OF HOTEL
Located in a prominent position on Shoreditch High Street, One Hundred signifies the evolution of Shoreditch and is home to 258 bedrooms and suites, restaurants and bars and five meeting and event spaces. The restaurants and bars include Seed Library, a cocktail bar by renowned bartender Mr Lyan and Kaso a rooftop bar and terrace with panoramic views across East London. The lobby bar and coffee shop and Sticks & Sushi complete the hotel’s food and drinks offering.
Bedrooms and suites at the hotel place emphasis on comfort and are designed as your retreat from the vibrancy and energy of the area, providing headspace and calm the heart of Shoreditch allowing you to disconnect from the outside world. An independent spirit at the social heart of an evolving Shoreditch.
SUMMARY DESCRIPTION OF POSITION
Functions as the primary operations leader for the property. The Hotel Manager has responsibility for all aspects of the hotel operation including the full guest journey, employee satisfaction and on property culture. Supported by the Regional General Manager, the Hotel Manager leads the operational management team in the development and implementation of hotel’s day to day operation. Ensures implementation of the groups service strategy and initiatives with the objective of exceeding guest expectations and maximizing profitability.
Builds relationships within the neighborhood, with guests and key customers through personal involvement in the day-to-day operation of the hotel being highly visible for guests and employees through proactive communication, setting and managing expectations and delivering solid business results.
The Hotel Manager has the overall responsibility and accountability for the hotel performance including guest satisfaction, on property revenue generation, cross-/upsell, cost of sales, payroll and employee engagement. The individual’s success will heavily depend on working well and interdependently with relevant internal and external stakeholders and the property and regional teams.
REPORTING RELATIONSHIP
The role will report directly to the Regional General Manager. This is an on-property position based within the hotel.
ROLE AND RESPONSIBILITIES
Technical / Operations
• Supports in developing hotel tactics that are aligned with the Lore Groups business strategies. Ensures sustainable work processes and systems are put in place on property to support execution of the strategy.
• Continually communicates a clear and consistent message to the team regarding hotel goals to produce desired results.
• Ensures integration of hotel goals in departmental game plans.
• Inspires and motivates team to achieve operational excellence and leads by giving the right example.
• Creates a synergistic operational management team that consistently delivers positive results and continuously strives to improve these results.
• Is proactive in analyzing results and works with both the operational management as regional teams to develop effective tactics to address needs.
• Makes decisions and oversees execution, removes obstacles to success. Ensures adequate resources are available to achieve results.
• Introduces ideas to hotel teams to enable property to remain competitive.
• Champions change, ensures initiatives are implemented and communicates follow-up actions to team as necessary.
• Has eye for detail when it comes to the hotel environment. Reviews public space walk-through results and ensures building is well maintained and operational areas have an atmosphere that meets or exceeds guest expectations.
• Works closely with the Director of F&B / Executive Chef, ensuring food and beverage audits are conducted in accordance with required standard. Reviews results and takes corrective actions as necessary.
• Ensures property is a safe and secure facility for guests and employees.
Financials / Business Strategy
• Coaches the operational management team to effectively manage wages and controllable expenses. Strives to maintain profit margins without compromising guest or employee satisfaction.
• Identifies opportunities to increase profits and create value by challenging existing processes, encouraging innovation and driving necessary change.
• Encourages the operational management team to either establish new processes or improve existing processes to yield greater productivity.
• To ensure adequate controls are installed for the protection of the hotel’s assets against loss or misappropriation.
• Leads in conjunction with finance function the weekly payroll forecast and productivity meetings, using Workday reports to maximise profitability through effective headcount planning / scheduling and payroll management.
• Is always on the lookout for best practices for operational excellence and ensures processes and systems are in place to maximize effectiveness. Works with regional general manager and director of finance to determine areas of concern and develops strategies to improve the property’s financial performance. Leads cost containment efforts within the hotel.
• Supports the sales strategy and encourages the operational management team to develop effective on property tactics to support the overall revenue goals and property’s financial performance.
• Ensures focus is on proactive selling as well as reactive selling within both our rooms department as our F&B outlets.
• Perceptive of market conditions and communicates changes and potential revenue opportunities to regional leadership team.
• Maintains an awareness of the hotel’s market position.
• Suggests innovative marketing ideas and proactively develops deployment strategies to continue to grow market share.
• Acts as an ambassador for the hotel and Lore Group living and leading the brand’s and group’s culture and values.
• Participates in site visits with members of the sales team to acquire new business or close on business.
• Communicates regularly with meeting planners on property. Evaluates whether operations are meeting service needs and provides feedback to operational management teams.
• Ensures the brand is represented by a common voice when speaking to key companies in the community.
People / Culture
• Manages the annual performance management process and cycle via Workday.
• Coaches to enhance performance and to improve the performance of employees.
• Hires team members who demonstrate strong functional expertise and bring energy and creativity that meet the business needs of the operation.
• Creates appropriate hotel culture through strong onboarding process for all employees.
• Ensures development plans for the operational management team are made. Ensures the same is done for all heads of department and employees in the hotel.
• Is knowledgeable of talent in the property; identifies resource needs to strengthen the team.
• Sets appropriate goals and expectations for direct reports in line with the groups goals and holds employees accountable for successful performance.
• Ensures service, technical skills and management training occurs throughout the property to support successful daily operations.
• Establishes and maintains open, collaborative relationships with direct reports and regional leadership team. Ensures direct reports do the same for their teams.
• Establishes a presence with employees on property and actively solicits associate feedback. Utilizes an “open door” policy and reviews employee engagement results to identify and address problems or concerns. Ensures all employees are treated fairly and equitably.
• Ensures that regular on-going communication takes place throughout the property and create awareness of the hotels objectives.
• Celebrates successes and publicly recognizes the contributions of team members; ensures recognition occurs in all areas.
• Ensures hotel policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard Operating Procedures.
• Maintains a positive working environment / works council relation.
Guest Experience / Other
• Demonstrates and communicates key drivers of guest satisfaction; 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 within the hotel and interfaces with customers and employees on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
• Observes service behaviors of employees and provides feedback to individuals and/or managers; continuously strives to improve service performance.
• Reviews guest satisfaction results and other data to identify areas of improvement. Reviews findings with hotel operational management 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.
• In conjunction with the operational management team ensures the rest of the teams are 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 employee/operations meetings with an emphasis on generating innovative ways to meet or exceed guest expectations and continually improve results across the region.
• Ensures the product and service delivery meets and exceeds service standards set Lore Discovery and key luxury travel associations.
• Ensures that a customer recognition program is in effect throughout all operations areas.
• Carry’s out any other duties that may be reasonably requested by the line manager
PROFESSIONAL / PERSONAL QUALIFICATIONS
It is imperative that the individual upholds the philosophy, culture, and values of the Lore Group living and breathing the core values of Family, Discovery, Detail and Spirit.
Skills / Knowledge / Experience
• Significant proven experience in the same or similar role.
• Significant experience in hotel operations and service quality levels.
• Significant experience in leading a rooms/F&B operation in a large, upscale and fast paced hotel environment.
• Extensive knowledge of the markets specific luxury / lifestyle hotel / F&B sector.
• Minimum of at least 2 -3 years of experience of both Rooms and F&B general management.
• Strong communication and presentation skills (verbal, listening, writing).
• Strong training delivery experience is essential.
• Strong organization and analytical skills in problem-solving.
• Ability to acquire, maintain and influence relationships e.g., stakeholders, customers, vendors, investors.
• Effective conflict and change management skills.
• Good presentation and platform skills.
• Knowledge of governmental regulations and safety standards.
• Extensive knowledge of hotel operations including rooms, food and beverage and event management.
• Solid knowledge of food and beverage concepts and new emerging concepts.
• Ability to effectively manage labor productivity.
• Financial management skills, ability to analyze P&L s, develop budgets and forecasts.
• To demonstrate creatively and execute against the strategy and drive results.
Qualifications
• Relevant professional qualifications for location role is based.
Lore Leadership Competencies:
• Leadership (Through Humility, Innovation & Creative Thinking)
• Taking accountability / delivering results
• Building effective relationships
• People & culture
• Applying individual expertise
This job description is intended to illustrate the main duties and areas of responsibility of the job as noted above. Lore Group reserves the right to add, delete, change or modify the job duties and responsibilities described in this Job Description, at the company’s discretion, with appropriate notice.
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