Job Title
General Manager
Location
Leopold Hotel Ostend
Reporting To
Head of Operations
Purpose of the job
Ensure that the hotel’s objectives are achieved in terms of revenue and costs, thus achieving budgeted targets, through effective leading, coaching, planning and organizing. Deliver a high standard of product and service, operational efficiency and guest satisfaction. Take ownership of the development of your people & yourself. Dare to try, without being afraid of failure!
Organization
The perfect staycation for coastal lovers in the queen of seaside cities. Leopold Hotel Ostend is a charming four-star boutique hotel. The hotel exudes timeless elegance because of its unique historic Art Deco building dating back to 1928. The creatively decorated rooms are ideal for both short and long stays. Thanks to long-term and repeat guests, there is a family atmosphere. The hotel has a trendy Del Mundo bar serving snacks and drinks. The “We Proudly Serve Starbucks Coffee Corner” located in the hotel is very popular with both hotel guests and external visitors. Here you can enjoy both the popular cold and hot drinks from Starbucks Coffee.
The Leopold Hotel Ostend is part of a larger company called PREM Hospitality. PREM Hospitality is a management company that specializes in managing hotels. PREM Hospitality is of Irish origin and has grown rapidly throughout Europe in recent years. PREM Hospitality Continental Europe is headquartered in Ghent, Belgium. PREM Hospitality has developed a collection of different hotels and serviced apartments in more than 20 different locations.
Our ethos
At PREM Group, we believe in always doing the right thing. This ethos works on both a commercial and human level. We have a practical, entrepreneurial spirit. We evolve and adapt, making smart commercial decisions that are performance driven, but above all we work with a higher purpose. We strive to set industry standards.
We want PREM Group to be synonymous with quality and innovation.
The PREM Group principle of doing the right thing trickles down through our organisations. It means doing the right thing for stakeholders, for our people, for our guests, for the industry we love and ultimately for our guests.
“Do the right thing”
Hotel ethos
As a hotel, we want to exceed our guests’ expectations in everything we do by employing a dedicated team of people who work creatively and ethically for the benefit of the individual, the society and the company.
Major Accountabilities
People management
To create a positive, productive and service-led working environment for the team to flourish in by attracting and retaining the necessary talents to ensure the work is done and objectives are attained.
Some examples of activities:
- Talent acquisition: the total process of identifying and acquiring qualified talents to meet the needs of the organization;
- Training team members to make sure they deliver with compliance and to the standards we expect, and have the tools they need to work efficiently;
- Establishing performance and development goals for team members and providing mentoring, coaching and regular feedback to enhance performance;
- Driving a great working environment for teams to thrive, connecting departments to create a sense of one team;
- Promoting teamwork and quality service through adequate communication and coordination with other shifts and departmental management;
- Devising and implementing a training programme so that the team can meet current and future challenges in the market;
- Being aware of and abiding by current employment legislation;
- Managing schedules, payroll systems, administration, salaries, and all follow-up of hard HR demands;
- Assisting in the selection and recruitment of department heads and other talents;
- Overseeing HR-related actions in accordance with company rules and policies;
- Ensuring a safe and secure environment for our talents.
Quality and customer service
Consider quality and customer service and commit to surpassing guests’ needs and expectations and securing repeat business.
Some examples of activities:
- Maintaining a strong presence in the hotel, including regularly meeting and greeting guests during their stay and ensuring that the team does likewise;
- Regularly assessing and reviewing the quality of the product and standards of customer care;
- Ensuring that quality service is consistently delivered by all team members;
- Taking into account and actively responding to comments and complaints from the feedback channels provided to guests, taking appropriate actions and turning them into selling opportunities;
- Replying daily to all guest observations including online guest reviews.
Hotel operations
Monitor the daily operational activities in the hotel to ensure maximum revenue generation, quality and guest satisfaction within agreed structure and costs.
Some examples of activities:
- Efficiently organizing work routines;
Having regular contact with all operational associates; - Doing daily tours of the hotel to monitor the quality of your property & improve your associates’ work;
- Analysing all guest comments, assuring solutions to problems and takes adequate actions to avoid future problems;
- Thinking constantly out of the box to improve efficiency & guest satisfaction.
Sales and Marketing
Develop and implement revenue actions to optimize RevPAR and other spending per available guest.
Some examples of activities:
- Assisting the revenue manager with accurate rate setting, considering competitive pricing, past and future rates, and competitor rate setting;
- Looking for trends in the community and market and using them in the operation;
- Making proposals to change the product offering based on guest needs;
- Actively supporting and monitoring selling of guest and booker loyalty programmes;
- Networking, i.e. developing and maintaining contacts with external parties in the local community and with key accounts;
- Implementing and following up on revenue management procedures;
- Attending commercial calls;
- Ensuring that all team members are completely familiar with all products and services and selling them to guests as appropriate;
- Fostering a sales-driven and sales-focussed environment amongst the operational team;
- Developing and implementing an action plan for operational sales and F&B promotions;
- Regularly reviewing the hotel’s website;
- Using social media and blogging efficiently to attract followers;
- Making sure that the hotel has a good online reputation through appropriate replies to guest comments.
Planning and Budget
In conjunction with Head Office, agree an annual operational business plan and budget to contribute to the realization of the set objectives and ensure proper allocation, use and control of resources.
Some examples of activities:
- Preparing accurate monthly forecasts based on trends in P&L and revenue files;
- Setting up and implementing a strategic sales & marketing plan on an annual basis;
- Identifying needs for investment and preparing a CapEx plan;
- Enacting overall cost control for the budget.
Finance & cost control
Be responsible for all operational costs and KPIs, to achieve optimum financial efficiency in line with the budget.
Some examples of activities:
- Providing financial information (purchase invoices, night closing docs, revenue files, etc.) as per the agreed timetable;
- Communicating with all associates about obtained results;
- Following up on all costs, especially F&B and labour costs;
- Defining corrective actions with the team;
- Monitoring the implementation of corrective actions;
- Preparing and evaluating monthly reports for financial accounts;
- Ensuring that all generated revenue is posted in the PMS;
- Making sure that all audit / financial procedures are in place and respected;
- Checking prices of invoices as stipulated in the group contracts.
Property Management/Health & safety
Effectively manage the hotel property, to maintain its quality and to ensure that health and safety standards are met, in cooperation with our H&S expert.
Some examples of activities:
- Assuring adequate health & safety training is given;
- Implementing HACCP standards;
- Ensuring that repair and maintenance activities are effectively executed;
- Ensuring that the hotel has all certificates and complies with legal regulations;
- Being aware of the company’s insurance details and procedures.
This range of tasks is not exhaustive.
The range of duties in this job description is intended to reflect the main tasks and level of work performed. It is not intended to reflect all responsibilities or qualifications of the job.
This is you
Hospitality: You act from the needs and wishes of guests.
Flexibility: You are able to switch behavioural styles under any circumstances to work effectively and purposefully.
Teamwork/collaboration, inclusive and intercultural attitude: You can consult, agree and cooperate with others when completing assignments and projects.
Creativity & innovation: You are able to think of alternatives and step outside existing frameworks.
Plan – organise – structure: You can plan and organise activities and work effectively.
Performance motivation: You continuously improve (your own) performance and results of your own accord.
Communication + social skills (language skills): You can communicate messages clearly so that the purpose of the message is understood.
Problem analysis (problem-solving thinking): You are able to get a good overview of a complex issue.
Meticulousness: You are able to work accurately with an eye for details and connections.
Stress resistance: you are able to continue to act and function efficiently under time pressure, in the face of resistance, setbacks and in tense, uncertain situations.
Positively curious: you like to learn and take the initiative to learn new things in order to broaden your knowledge.
Directing leadership: You can lead employees so that they can achieve their objective.
Knowledge and meaningful skills:
You obtained at least a bachelor’s degree, preferably hotel management.
You have at least 2 years’ experience in a similar position.
You are fluent in Dutch, French and English and mastered at least one additional language.
You have sufficient digital skills.
Working with us means
Working with us is more than a 9-5 office job. Work/life balance is central. Using flexible hours, you plan your hours in the way that best suits your life. This creates a unique work/life balance that characterises jobs within the hotel sector. Hospitality work is a unique industry where you can meet fascinating people from all over the world. Your colleagues can also be a great support. You get the chance to create connections that will last a lifetime. You will make friends for life. Hotel work opens doors and PREM helps you do that. Through training and education, you can continue to develop and grow yourself. Hard work within hotels is rewarded with unique benefits. Like discounts for you, your family and friends within our hotels. Wherever you come from, there is a place for you in our hotel. With us, we look at your skills, ambitions and talents. Your age, gender, orientation, gender identity or expression, disability, ethnicity, nationality or any other characteristic play no role in measuring your competences. Within our hotels, the following values and standards are central; a passionate team that is mindful of their job and their place within the organisation. We also require you to be performance-oriented in your job, both individually and collegially. Hard-working people who are down to earth are the perfect addition to our hotel.
Do you enjoy working with a team of passionate professionals and continuing to grow a great hotel? Are you the General Manager we are looking for? Then contact HR Manager Timothy VandeVyver directly at [email protected]
