General Manager (TSH86)

Lead and take responsibility for the property operations, the teams within it and the guests who stay in the property. The General Manager will work across the multifaceted setting to develop and implement guest focused initiatives, enhancing their customer experience., First point of contact and visible presence to the guests by delivering a high quality service to them at all times. Ensuring the property teams are meeting the highest levels of service, building relationships with guests, championing their experience, taking on board their feedback and managing their expectations. Ensuring that issues are dealt with in an efficient and professional manner, whilst balancing the financial constraints of the business. To respond in a timely manner to any complaints made by guests ensuring that full details of both the complaint and the action taken are recorded. To provide support to individual guests in respect of ad hoc issues as they arise, directing individuals to other appropriate agencies as appropriate. People Management Finance Property Health & Safety Site Facilities Accommodation To be an onsite live in staff member, able to cover any shift gaps and deliver on all service requirements, as well as respond to emergencies

10 years plus experience at General Manager level running and managing 4-5

• hotels/within the hospitality sector in operational management capacity.
Demonstrable experience and knowledge in commercial management of a site or contract. Experience of direct people management of a team. Strong role model of excellent customer service Confident leader who can empower teams to deliver to the highest standard for our residents by putting them at the heart of everything we do. Approachable and open manner - able to demonstrate empathy and a personable approach. Change agent who has experience of leading teams on a journey of continuous improvement. Have worked within a fast paced environment Able to manage ambiguity well and turn it into action to provide clarity and direction Ability to influence stakeholders at all levels to gain buy in Account management experience is essential- Good understanding of P&L and path to profit, pitfalls and opportunities Comfortable making decision and be able to think innovatively about solving problems Documents: - ID Card - DBS Check