Guest Experience Director

Job role : General manger / Assistant general manager Location : North India

Department : Hotel operations

Job experience : 5+ years

Job brief

A general manager / assistant general manager shall be responsible for supervising management of the company's backpacker hostel effectively. He / she shall be entrusted to effectively manage a 35-50 keys hotel / hostel overseeing multiple facets of operations including front office, housekeeping, human resource management, F&B, guest experience, R&M & engineering, security & safety, etc. as per company's standard operating procedures.

Key responsibilities

Understanding of the hospitality / hotel industry with extensive work experience

Understanding of the company's vision, business expansion plans, operational standards, etc.

Understanding the nuances of managing a hotel under a brand network and optimise its operations with a bird eye view

Understanding hotel pre-launch phase, day to day operations, etc.

Understanding of various functions including front desk, housekeeping, F&B, engineering, etc.

Supervising various functions and human resources (blue / white collar)

Managing operational quality with attention to detail on various parameters such as infrastructure, services, staff, operations, etc. to ensure high service quality

Handling & resolving escalations and grievances

Managing P&L and cost-effectiveness while ensuring high service quality

Motivating, mentoring and aligning staffs

Liaising with various departments such as local police, health / fire / safety departments, local vendors, etc. and ensuring a cordial relationship

Coordinating with other departments within the company to help resolve issues

Qualifications

Hospitality graduate / post-graduate or diploma in hospitality

Min. 5 years of experience in a hotel, hostel, guest house, etc.

Extensive operational knowledge of hotel operations

Outstanding communication, interpersonal & time-management skills

Flexible to relocate anywhere in southern India

High attention to detail