ULTIQA Hotels & Resorts

POSITION DESCRIPTION GENERAL MANAGER

REPORTING TO EXECUTIVE GENERAL MANAGER – HOTELS & RESORTS

Position Summary

The core purpose of the General Manager is to have operational oversight and accountability under the ULTIQA brand. This includes the Caretaking Agreement under the Management Rights Agreement. This involves maximising performance and culture across the areas of profitability, occupancy, service delivery, safety, efficiency, cost, change management, brand and client recognition, whilst exceeding customer expectations. With a focus on continuous development and improvement initiatives in business and operational performance, you will also build and maintain strong team with a ‘Can Do, Will Do’ attitude ensuring our employees and contractors feel valued, recognised and engaged.

Main Responsibilities

Leadership & Culture

• Ensure all direct reports have the tools and equipment to effectively carry out their role and come up with solutions.

• Ensure effective communication of operational and business-related information with the team:

• Ensure that personal targets are translated to relevant targets for direct reports and that direct reports understand performance expectations.

• Ensure the team achieves defined key performance criteria.

• Coach and develop teams and ensure they are upholding staff disciplines and adherence to company and client procedures and policies.

• Lead a culture that values equality, fairness, and transparency, and zero tolerance for bullying, discrimination and harassment.

• Handling of escalated grievances, complaints, discipline etc.

• Foster and develop the ‘Can Do, Will Do’ culture.

• Recognise and reward teams for good performance.

• Ensure that there is consistent, proactive planning and employment of strategies to achieve the right number of people and training for the various roles.

• Actively carry out succession planning activities.

• Create a positive safety culture among the team that includes strong safety audits and adherence to SOPs (Standard Operating Procedures)

• Ensure the team complies with company / client procedures and regulations including OH&S Act, Work cover legislation, Corporate and Departmental policies.

• Ensuring the teams are compliant in all mandatory and skills-based training for their staff’s roles.

• Completing regular quality checks including self-audits.

• Provide OH&S supervision and guidance.

• Carry out investigations where required.

Operational

• Lead optimal operational efficiency through effective planning and management of manpower and ensuring that all direct reports are accountable.

• Implementing specific marketing strategies to ensure brand awareness of the Resort.

• Preparation of reporting and attendance at all Body Corporate meetings; building strong relationships enabling extensions of all agreements in a timely fashion.

• Draft, maintain and implement all the Resort/Hotels related policies and procedures, including standard operating procedures to improve business operations.

• Ensure that KPIs / timesheets are accurate / signed-off no later than 8am on Monday of pay week and sent to Head Office for processing.

• Lead and coach the team to deliver exceptional guest / customer service delivery targets maximising star ratings.

• Maintain an exceptional personal standard of service toward all internal and external stakeholders.

• Carry out regular quality checks including self-audits as per target frequency.

• Promote and ensure the effective implementation of new initiatives / products / services that affect the team.

• Produce weekly and monthly operational reports as required.

• Strong ongoing relationship with all owners, addressing all concerns and enquiries with confidence and promptness.

• Other duties as required - the above listed duties do not limit what may reasonably be requested.

Commercial / Financial

• Manage daily revenue, yield and cost management strategies and processes, to optimise and maximise revenues (including number of keys held).

• Increase occupancy rates and average daily rates (ADR)

• Produce annual budgets.

• Achieve budgeting net profit and EBITDA monthly.

• Monthly financial management reports, P&L & Budgets.

• Identification and monthly reporting on keys and monthly initiatives to acquire new keys.

Key Performance Indications (KPI’s)

FINANCIAL

1. Achieve above quarterly EBITDA Budget

2. Expenses under budget apportioned to Revenue achievement.

REVIEWS / GUEST FEEDBACK

3. Guest Reviews - Responded to within 2 days - As per monthly ReviewPro Report

4. Resort Specific Ratings - EG Booking.com 8.2/10 or above. Google 4.2/5 or above.

COMPLIANCE

5. Weekly Audits Conducted and documented.

6. SOPs for all areas of responsibility - Updated Annually on SharePoint

7. Body Corporate Building Safety Compliance up to date and documented.

8. Contractor and Staff Sign In Log up to date and being used daily - Reviewed at month end

BODY CORPORATE

9. Strong Relationship with all members of the Body Corporate visible through quarterly BC Meetings and Managers BC Report completed 2 weeks before each meeting.

10. Extension to Caretaking Agreement when required.

LEADERSHIP / HUMAN RESOURCES

11. Performance Appraisals - Completed at 6 Months for all new staff. 12 Months for all existing staff and sent to EGM.

12. All onboarding and timesheets completed accurately within 24 hours of being due. Review at month end.

REPORTING / ADMINISTRATION

13. All invoices processed and approved within 48 hours of receipt accurately.

14. Weekly & Monthly Reports on time

Qualifications and Competencies

• Demonstrated achievement in managing, motivating, and leading a team.

• Leadership experience in a fast-paced, service operation.

• Experience in developing and implementing business improvements and change

management strategies.

• Understanding of OH&S framework, practices, and principles.

• Advanced MS Word, MS Excel, and E-mail skills.

• Advanced PMS (Property Management System) Resly, Hirum, Console or Ezyrez skills;

• RLA (Resident Letting Agent) Licence – Ideal but not mandatory to apply;

• Results orientated.

• Excellent communication, presentation and interpersonal skills.

• Exceptional personal presentation

• Strong planning and organisational skills.

• Sound financial skills.

• Strategic thinking.

• Problem solving and decision making.

• Commitment to learning and growth.

• Proven ability to effectively lead a team.

• Developing Others.

• Relationship Building for Influence.

ULTIQA GROUP

Company Overview