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Scope of Position: The General Manager acts as the Primary Strategic Business Leader of the resort with responsibility for leading all aspects of the resort operation including guest and host satisfaction, financial performance, sales and revenue generation and delivering a return on investment to both Resorts & Spas and ownership. The incumbent needs to live the Resorts & Spas philosophy and ensures brand initiatives are implemented to meet or exceed guest, host and financial expectations. Continuously challenges the team to improve operations, and ensures compliance with brand standards to protect brand integrity. Selects, develops and retains a diverse leadership team capable of delivering the expected performance contributions and with growth potential. Leads the guidance team and leverages off property resources to develop and implement resort-wide strategies that are aligned with the company’s KPIs. Focuses the team on delivering services and products to meet or exceed guest expectations, create customer loyalty, enhance The Resorts & Spas culture and grow market share. Builds relationships with key customers. Ensures sales and marketing strategies are developed and executed against in all revenue producing areas, and that all sales engines are leveraged. Drives key customer relationships through personal involvement in the sales process. Continuously promotes occupancy, revenue per available/occupied room and market share growth to ensure the financial health of the property. Oversees the annual operating budget to achieve or exceed budget expectations for the property. Ensures successful performance by maximizing profitability and providing a return on investment for the owner and Resorts & Spas. Serves as the principal interface with property ownership. Develops a trusting and respectful business partnership with property ownership by communicating effectively, managing expectations and delivering solid business results. Builds key relationships in the local community and acts as the voice of Resorts & Spas in the market. Provides influential leadership and active participation in associations and within the local resort community. Knowledgeable of the Resorts & Spas Spirit, Soneva Club and all other internal recognition programs including amenities offered for repeat guests.

Summary of position:
The General Manager will be responsible for directing and coordinating the day- to-day operation of The Resort/Company. This will require developing a strong team to support him. The formation of his management team and the training of the general staff will have to be primary concern.
In the initial take-over phase, his responsibilities will entail drawing up and carrying out plans for restructuring the organization and for defining and implementing standards acceptable to Resorts and Spas.

Special Skills:
Must participate and successfully complete training and educational programs made available to Resorts & Spas Hosts.
Professional Competencies: Human Resources and Training:
1) The General Manager’s initial duties during the take-over phase will involve:
a) Review of the organizational structure and manning tables.
b) Rationalization of Host schedules
c) Adaptation or preparation of job descriptions for all positions.
d) The compilation of the Host manual
e) The planning and implementation of the training plan
2) His ongoing responsibilities will be:
a) The implementation of requirements of the Local Labour Laws.
b) Regular review of Host performance
c) Annual salary review proposal to the Managing Director and COO
d) Hiring, disciplining and releasing Host as operationally necessary.
e) Planning of ongoing training and staff social activities

Marketing:
The General Manager, in conjunction with the Group Marketing Director and Chief Sales Officer & MD Business Development will be responsible for a series of marketing activities.
1) In the initial phase these will be:
a) Action plan of marketing activities
b) Preparation of the marketing manual
2) Ongoing duties will include:
a) Proposal of the annual marketing plan with particular emphasis on local activities
b) Organization of promotional campaigns on a local level
c) Regular sales calls with local organizations
d) Competition and price surveys for formulating price strategies

Public Relations and Guest Relations
The General Manger will be actively involved in Public Relations and Guest Relations activities. This will include entertaining journalists, travel agents and guests. It will also involve the handling of guest complaints.

Financial Planning & Analysis:
The General Manager, in conjunction with his Financial Controller, will be responsible for the keeping of accurate and timely accounts and for taking management decisions based on the obtained figures.
1) The initial concerns will be:
a) Review of The Hotel/Company’s accounting and financial report system
b) Establishment of a concise accounting system, suitable to the size of the operation, following the Uniform System of Accounts issued by the American Hotel and Lodging Association
c) Action plan based on the hand-over inventories and cash floats.
2) Ongoing duties will include:
a) Regular review of the accounting operation.
b) Regular analysis of all financial reports and resulting management decisions.
c) Supervision of regular inventories.
d) Proposal of annual budgets for all operations.
e) Preparation and submission of all legally required documents.
f) Review of Accounts Receivable and follow up on outstanding accounts.
g) Maximizing the financial and profit performance of The Hotel/Company.

Purchasing, Receiving and Stocks:
The General Manager will establish:
1) Appropriate systems and procedures.
2) Re-negotiate all contracts and make new arrangements if appropriate.

Front Office and Reservations:
The General Manager will initially establish the administration for accommodating guests by drawing up new procedures:
1) Reservations systems
2) Front desk operations
3) Operational duties will include:
a) Regular review of the booking situation.
b) Maximizing revenues through pro-active up-selling
c) Control over costs
d) Supervision of the standards of guest service.
e) Planning of guest activities.
f) Consistently delivering the Resorts & Spas Standards and creating new Best Practices to exceed guests’ expectations

Housekeeping:
The General Manager will initially establish:
1) Departmental organization
2) Adaptation of the housekeeping manual and procedures
3) Review existing laundry agreements and propose alternative arrangements if necessary
4) Operational duties will include:
a) Regular inspections of guest rooms and all other areas in order to ensure the highest standards of cleanliness
b) Define optimal work schedules and work flows
c) Tight control of costs
d) Consistently delivering the Resorts & Spas Standards and creating new Best Practices to exceed guests’ expectations

Food & Beverage Management:
The General Manager will be responsible for setting up:
1) Departmental manual and procedures
2) Appropriate guest charging and control systems
3) Definition of a clear concept for the main restaurant
4) Define optimal work schedules and work flows
5) Tight control over costs
6) Upgrading of the existing banqueting facilities and booking procedures
7) Standardization of other catering activities
8) Formulation of room service procedures
9) Ongoing concerns will be:
a) Competition and price surveys and pricing strategy
b) Regular menu changes
c) Standardized recipe cards with color photos of all items
d) Preparation and planning of seasonal promotions and activities
e) Planning of banquet and catering functions
f) Regular inspections of all areas for cleanliness
g) Consistently delivering the Resorts & Spas Standards and creating new Best Practices to exceed guests’ expectations

Leisure, Interest, Fun & Excursions (LIFE)
The General Manager will be responsible for setting up:
1) Departmental manual and procedures
2) Appropriate guest charging and control systems
3) Definition of clear concepts and objectives for the various facets of the MOD.
4) Standardization of activities and services
5) Costing out of each activity, service within MOD
6) Ongoing concerns will be:
a) Competition and price surveys and pricing strategy
b) Regular activities changes
c) Preparation and planning of seasonal promotions and activities
d) Planning of packages and retreat activities
e) Regular inspections of all areas for cleanliness
f) Tight control over costs
g) Consistently delivering the Resorts & Spas Standards and creating new Best Practices to exceed guests’ expectations

Retail, Jewelry Shop, Spa and Fitness
The General Manager will be responsible for the following;
1) Work closely with the management and staff of these departments
2) Treat the departments on par with the other departments within The Hotel/Company
3) Cooperate with these departments to maximize the profitability of the department and ultimately that of The Hotel/Company
4) Assist in the security over displays and keep tight inventory
5) Assist to oversee the day-to-day operations to ensure that these are consistently delivering the Resorts & Spas Standards and creating new Best Practices to exceed guests’ expectations

Security:
The General Manager will be responsible to set up the necessary systems and hire the adequate personnel to ensure the security of The Hotel/Company’s assets, staff and guests.
Proper reporting systems and regular training and drill activities will have to be
organized, particularly for fire safety and other possible incidents.
All existing insurance and contracts have to be reviewed in this view and more appropriate documents will have to be established.

General Duties:
In addition to the above-mentioned, the General Manager will have to involve himself in every aspect that benefits The Hotel/Company. This includes the setting up and supervision of all related areas and services, such as guest transportation, telephone operations, tour services, etc.
1) Initial take-over duties will include the following for all departments.
a) Organize interdepartmental communications systems, e.g. regular meetings, reports, etc.
b) Design and printing of all appropriate forms
c) Review the equipment and maintenance standards of the entire operation and draw up an action plan of all modifications necessary to arrive at agreed standards.
d) Maximization of sales volume in all areas

Core Competencies:
• Contributes to the morale and team spirit of the resort by maintaining effective relationships with colleagues
• Performs additional duties directed by the Head Office. These may include duties at any Resort and Spa property.
• Maintains a high standard of personal hygiene, dress, uniform and body language.
• Is polite and professional in any situation where the image or reputation of the resort is represented.
• Ensures that all activities are carried honestly, ethically and within the parameters of local law.
• Empowered to and applies the principles of the Resort and Spa Service Recovery philosophy in situations where service or product has failed to meet guest’s needs or expectations

Experience: Ten or more years of progressive managerial experience in a leading resort or hotel, and have experience in a luxury lifestyle brand with international exposure. Prior General Manager experience preferred. Experience in the luxury market is essential. Any equivalent combination of experience and training that provides the required knowledge, skills, and abilities is acceptable.

Qualifications: A Bachelor’s degree required with a Master’s in Business Administration preferred.

Special Skills: Leadership: Visible, proactive, personally involved leader with excellent organizational skills, capable of providing focused leadership and continuing to establish the resort’s prominent position within the market. A well-developed capability for strategic decision-making and a track record of proven results in the areas of customer satisfaction, operational excellence, host satisfaction, revenue and profit. Operations: Excellent sense of product and service quality, a passion for excellence and an understanding of the sophisticated needs of the luxury customer. Creative and innovative operations leadership, capable of delivering products and services that will differentiate the resort in the region’s luxury resort market Financial Acumen: Business savvy leader with demonstrated financial acumen, capable of providing strong P&L results oriented financial leadership. Host Relations: The General Manager must be a responsive, engaged and interactive leader, capable of building strong positive relationships with the hosts, which results in a shared vision of success for the resorts. Demonstrated ability to leverage shared resources and to manage through influence. Community Relations: must exhibit business savvy leadership adaptability and willingness to operate successfully in a wide array of high profile business and social community activities.

Owner Relationship: Proven owner relationship skills required. Ability to develop and maintain trusting and respectful business partnership with property ownership by communicating effectively and effectively managing expectations.
Sales and Marketing: Powerful sales leader with the capacity to set aggressive sales intensity through personal involvement with strategy, deployment, revenue management and sales initiatives. Must be able to lead the sales team to respond quickly as market conditions change. Exceptional customer relationship skills, especially with individual high profile customers. Active personal involvement with the sales strategy/process, with emphasis on continuing to increase visibility and positioning of the hotel.

Languages: English with ability to communicate and knowledge as well as abilities in other languages would be beneficial.