General Manager (Expatriate) at IBIC Investment Holdings

IBIC Investment Holdings is a leading Pan-African investment company with major interests in real estate, digital currencies, agriculture, and hospitality. Our approach is to take up active roles in every company we invest in, with a mindset of providing leadership that fosters value and growth. The ultimate goal is to deliver superior value to our chosen markets.

Because our investments are broad-based and long-term, we invest specifically in sectors that demonstrate growth; and by so doing, leverage our sector expertise in ensuring we become market leaders in all operational portfolios. As of today, our current investment portfolio cuts across construction, property development, hospitality, financial services, and agriculture.

We are recruiting to fill the position below:

Job Title: General Manager (Expatriate)

Location: Lekki, Lagos
Employment Type: Full-time

Key Responsibilities
Business Strategy Development & Execution:

• Develop strategies and business plans designed to maximize luxuriously curated guest experiences, optimize profitability, and increase market share.
• Translate business plans into member-level action, lead and motivate the team and be accountable for successful delivery of results.
• Measure and evaluate the success of property-level business strategies to inform future business plan enhancements.
• Continually verify that business plans and actions have a positive impact on property performance.

Sales, Marketing & Revenue Management:

• Collaborate with Head of Finance on Revenue Management strategies and tactics to optimize topline revenues
• Identify new business leads, develops tailored sales approach, and actively pursues leads in the luxury segment with Sales team.
• Leverage past luxury experience in fostering a polished sales culture and approach.
• Work closely with Sales and Marketing team to develop revenue generating strategies for property.
• Actively participate in driving a culture of revenue maximization.

Food and Beverage/Guest Services:

• Utilize extensive prior senior leadership experience and remain current on fashionable dining trends and practices.
• Motivate Team Members to create experiences that surprise and delight the caliber of guests.
• Lead high-end Rooms Division and collaborate with Operations/Food and Beverage (F&B) teams to achieve set
• departmental goals e.g. on productivity, customer satisfaction levels, compliance, absenteeism rates, etc.
• Support F&B team in concept and menu development and refinement.
• Support to ensure accountability of the team in achieving optimal profitability and other established key
• performance metrics.

People Management:

• Coaching and Developing Team members – Work with the Group HR to identify the developmental needs by coaching, mentoring, or otherwise to improve their knowledge or skills.
• Establishing and maintaining relationships with clients by providing them with information about new products and services, marketing promotions, or special events.
• Identify resource needs to strengthen property team, create succession plans for future job openings, actively
• support the staffing process, verify effective work processes, systems and teamwork are in place to maximize individual and overall property performance.

Customer and Public Relations Management:

• Establish market presence by actively promoting an exemplary property image, getting involved in the local community, and developing strategic alliances with local officials, businesses, and customers.
• Anticipate needs of large groups or high-profile guests in order to deliver flawless service, verify that products, services, and events attain the appropriate publicity (“PR buzz”).
• Evaluate guest feedback to recognize excellent Team Member performance and hold leadership team accountable
• for addressing areas for service improvement, and for developing innovative ways to exceed guest expectations.

Rooms Division:

• Maximize room occupancy at best rates and use up-selling techniques to promote services and facilities
• Managing the financial performance of GR team by creating budgets, monitoring expenses, and generating reports
• Providing continuous training to employees on appearance, division standards, policies and procedures
• Managing staff schedules to ensure that there are enough employees on duty at all times to meet customer demand
• Evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement
• Ensure regular and VIP Guests are recognized and that the Front Office department operates with a sales attitude and promotes the hotel brand’s loyalty scheme
• Ensure Team Members have current knowledge of GR products, services, pricing and policies, as well as knowledge of the local area
• Maintain good communication and working relationships with all other departments
• Conduct monthly communication meetings and produce minutes
• Support the HR Team to Recruit, manage, train and develop the Front Office team
• Comply with GR security, fire regulations and all Health and Safety legislation
• Act in accordance with policies and procedures when working with front of house equipment and property management systems
• Manage budgets, records, and contracts.
• Approach all encounters with guests, employees and members in a professional and personalized manner, ensuring timely resolution for all.
• Daily reporting on revenue and occupancy status to Management team via mail
• Conduct daily drill with housekeeping, laundry and other units and ensure proper conduct and compliance of staff
• Assist with other departments, as necessary.

Key performance indicators:

• Your success will be measured by:
• Revenue per available room (RevPAR)
• Average Daily Rate (ADR)
• Occupancy Rate
• Brand Awareness and Visibility
• Conversion Rates
• Guest Satisfaction (NPS scores)
• Online reviews across platforms (Ratio of positive to negative/passive)
• Employee Productivity.

Requirements / Skills Required

• Bachelor’s Degree (ideally in hospitality), completed trainings/certifications in the hotel industry as well as 7 or more years of experience OR Master’s Degree and 4-5years of hospitality experience.
• Proficiency in English (verbal & written), foreign language is a plus
• Proven experience in managing key hotel/hospitality divisions (front desk, rooms division and/or guest services) with strong problem-solving capabilities
• Ability to work well under pressure and keep calm in difficult situations
• Previous supervisory or managerial experience in hospitality.

Core competencies of the Guest Experience Manager are identifiable in two main skill sets:

• Business Competencies
• Strategic thinking
• Business process management and analysis
• Effective Delegation
• Managing risks
• Prioritization & Time Management
• Clear Communication
• Business Relationship Management
• Technical Competencies
• Broad technical understanding
• Service Level Management
• Service Engineering
• Desk Operations
• OTAs management
• Hotel Software/PMS management
• Customer Focus.

Application Closing Date
31st March, 2023.

Method of Application
Interested and qualified candidates should send their CV and Application Letter to: ibicrecruitments@gmail.com using the Job Title as the subject of the email.