Country Head

Job Description : COUNTRY HEAD HOTELS KENYA This is an exciting role that will impact and influence key decisions and strategies within the business going forward. We are seeking a standards-driven individual with passion and enthusiasm to fulfill the role of Cluster General Manager. Whilst the Heads of Department will report directly to the Vice President's operation, they will have an indirect reporting line into this role which will support them in the delivery of all departmental revenue and cost initiatives. This role will involve operational shift coverage across a seven-day week rota and will involve working between properties on a rotational basis. Your responsibilities will include: To be highly visible at key operational times to ensure the drive and enhancement of the customer experience Maintain staff focus on ‘the Customer’s need’, individualising and personalising service where possible and encouraging staff initiative Development and implementation of customer service plans that support the maintaining and continued high performance growth of our customer NPS Ownership of the full in stay and post stay customer service lifecycle, continually reviewing where improvements can be made and following up on customer feedback and addressing service gaps Working with the General Manager's to ensure the brand service standards are routinely reviewed against adoption and delivery metrics Ensure the highest cleanliness standards across all hotel areas Collaborate with Hotel Manager and Departmental Head's to support in following up customer lead opportunities and actively grow the business Work with Cluster HOD’s to ensure that teams are upskilled and multiskilled in line with business requirements Work with the Cluster HOD’s to translate annual strategic business plans into considered departmental scorecard targets and associated activity plans Analysis of daily / weekly payroll costs in accordance with forecasted and materialised revenue levels to ensure optimal staffing deployments are managed with overspend corrected within the same trading period To consistently conduct time in motion studies across all departments in accordance with technology and process adoption identifying incremental efficiencies Ensure effective holiday/sickness/absence management The Person This is a highly visible role and as the daily face of the operation you will be responsible for overseeing the continual development and delivery of the Apex guest journey, the brand standards and our team culture. With a passion for customer satisfaction you will be proactive, show initiative and also be able to demonstrate leadership achievements. You will have evidence of motivating and developing department managers and be flexible on working hours. You will see this opportunity as a fantastic platform for the grounding required to move into your first General Manager position. You will: Have the ability to maintain and enhance a guest and team centric culture Communicate effectively at all levels both verbally and in writing Influence and inspire confidence Imbue a coaching, supporting and challenging mentality that delivers operational results Build effective and productive relationships (internal & external) Create an open environment Identify and manage best resources to achieve targets Translate strategies into practical plans

---