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- Tasks: Lead property operations and enhance guest experiences in the beautiful Orkney Islands.
- Company: Join Payman Club, a leader in hospitality, dedicated to exceptional service.
- Benefits: Enjoy breathtaking views, accommodation options, and a competitive salary starting at £32K.
- Why this job: Be a key player in creating unforgettable experiences while managing a dynamic team.
- Qualifications: 10+ years in hospitality management with strong leadership and customer service skills required.
- Other info: UK work authorization is necessary; starting date is April 2025.
The predicted salary is between 24000 - 48000 £ per year.
Join us in the stunning Orkney Islands! Breathtaking views, unforgettable experiences. Apply now!
- Starting Date: April 2025
- Full-time
- Address: The Pierhead, 15 Victoria St, Stromness KW16 3AA
- Accommodation can be provided with an adjusted rent
- UK work authorization is required
- Salary: Start from 32K per Annum
Tasks
Role Overview
Lead and take responsibility for the property operations, the teams within it and the guests who stay in the property. The General Manager will work across the multifaceted setting to develop and implement guest focused initiatives, enhancing their customer experience.
Key Responsibilities
- First point of contact and visible presence to the guests by delivering a high quality service to them at all times.
- Ensuring the property teams are meeting the highest levels of service, building relationships with guests, championing their experience, taking on board their feedback and managing their expectations.
- Ensuring that issues are dealt with in an efficient and professional manner, whilst balancing the financial constraints of the business.
- To respond in a timely manner to any complaints made by guests ensuring that full details of both the complaint and the action taken are recorded.
- To provide support to individual guests in respect of ad hoc issues as they arise, directing individuals to other appropriate agencies as appropriate.
People Management
- To ensure the effective recruitment, management and training of staff in accordance with Payman Club Human Resources policies.
- To undertake the day to day supervision of property staff to ensure the smooth running of the community.
- To monitor and evaluate property staff, to address performance issues as they arise, as well as encouraging the development of individuals to provide a pool of skilled and talented individuals able to deliver high quality services to the guests.
- To monitor attendance, managing issues of absence as they arise to ensure that service levels are maintained and budgets adhered to.
- To ensure that the administrative processes associated with employment are carried out in line with company policy and all statutory obligations.
- To ensure that all staff within the property receive Induction training in line with both local practice and Payman Club policies and procedures.
- To ensure that all staff within the properties receive appropriate training in order to carry out their duties and responsibilities effectively and safely.
- To consult and inform staff regarding relevant issues within the properties and the Company.
Finance
- In conjunction with the Operations Manager & Finance Manager, prepare and monitor the annual budgets for the property.
- To deliver all contractual services to guests within the parameters of the approved budget.
- To ensure the timely collection of any sums due from guests.
- To assist in promoting the sale of other services provided by Payman Club or any of its associated companies to the guests of the property.
Property
- To understand and comply with all the legal and other regulatory constraints involved in managing property.
- To plan and implement a programme of routine and preventative maintenance throughout the property.
- To ensure the appropriate, timely and cost effective response to individual guests requests for maintenance of their rooms and to ensure that all such requests are properly logged and tracked.
- To ensure that an out of hours emergency maintenance service is available to guests as needed.
- To engage contractors where appropriate to carry out cost effective and high quality work.
- To manage the relationship with contractors to ensure adherence to Payman Club policies and procedures whilst they are working on site.
- To act in the best interests of the company to assist in sales.
- Through regular inspection ensure that a high quality environment is maintained throughout the property.
Health & Safety
- To be the designated person with overall responsibility for Health and Safety matters within the property.
- To ensure the provision of a safe environment for guests, staff and visitors.
- To comply with all legislative requirements and local and Companywide policies and procedures relating to Health and Safety at Work.
- To work collaboratively with any consultants appointed by Payman Club to provide advice and guidance on Health and Safety matters.
- To ensure the adequate recording and reporting of Health and Safety at Work in line with Company policies and Procedures and also with any statutory requirements.
Site Facilities
- To manage any other functions (including any restaurant or other similar facility) provided by the Company for the benefit of the guests and visitors.
- To work collaboratively with other Payman Club staff to ensure that any development and/or redevelopment schemes are successfully implemented. This may involve attendance at Site Meetings and other similar meetings on behalf of the Management Company.
General
- To be involved with the sales process to ensure compliance with statutory legislation.
- To deliver an excellent customer experience during the sales process.
- To be involved with the delivery of additional products and services, and to promote the “Payman Club” brand within each Village.
- To ensure that the Operations Manager is fully briefed on all matters relating to the running of the property on a regular basis.
- To prepare any reports, briefings or other documents which may from time to time be required by Senior Managers or Directors of the Company.
- To attend any such meetings and training courses as may be reasonably required, including where necessary overnight stays away from home.
Requirements
Attributes, Experience and Qualifications
- 10 years plus experience at General Manager level running and managing 4-5* hotels/within the hospitality sector in operational management capacity.
- Demonstrable experience and knowledge in commercial management of a site or contract.
- Experience of direct people management of a team.
- Strong role model of excellent customer service.
- Confident leader who can empower teams to deliver to the highest standard for our residents by putting them at the heart of everything we do.
- Approachable and open manner – able to demonstrate empathy and a personable approach.
- Change agent who has experience of leading teams on a journey of continuous improvement.
- Have worked within a fast paced environment.
- Able to manage ambiguity well and turn it into action to provide clarity and direction.
- Ability to influence stakeholders at all levels to gain buy in.
- Account management experience is essential – Good understanding of P&L and path to profit, pitfalls and opportunities.
- Comfortable making decision and be able to think innovatively about solving problems.
Documents:
- ID Card
- DBS Check
- Proof of Physical Address
- 2 References
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General Manager (TSH86) employer: Payman Club
Contact Detail:
Payman Club Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land General Manager (TSH86)
✨Tip Number 1
Familiarize yourself with the unique aspects of the Orkney Islands and how they can enhance guest experiences. Highlight your understanding of local culture and attractions during your interactions with us.
✨Tip Number 2
Demonstrate your leadership skills by sharing specific examples of how you've empowered teams in previous roles. We value a confident leader who can inspire others to deliver exceptional service.
✨Tip Number 3
Prepare to discuss your experience in managing budgets and financial performance. We are looking for someone who can effectively balance guest satisfaction with financial constraints.
✨Tip Number 4
Showcase your problem-solving abilities by providing examples of how you've handled guest complaints or operational challenges in the past. We appreciate candidates who can turn challenges into opportunities for improvement.
We think you need these skills to ace General Manager (TSH86)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your extensive experience in managing 4-5* hotels and operational management. Use specific examples that demonstrate your leadership skills and customer service excellence.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for hospitality and your ability to enhance guest experiences. Mention your experience with team management and how you can contribute to the property’s success.
Highlight Relevant Experience: In your application, emphasize your 10+ years of experience at the General Manager level. Include details about your commercial management skills and any successful initiatives you've led in previous roles.
Prepare Required Documents: Ensure you have all necessary documents ready, including your ID card, DBS check, proof of physical address, and two references. Double-check that everything is up-to-date and accurately reflects your qualifications.
How to prepare for a job interview at Payman Club
✨Showcase Your Leadership Skills
As a General Manager, you'll need to demonstrate your ability to lead and empower teams. Prepare examples from your past experiences where you successfully managed a team, resolved conflicts, or implemented changes that improved service quality.
✨Emphasize Customer Service Excellence
Highlight your commitment to delivering exceptional customer service. Be ready to discuss specific instances where you went above and beyond for guests, and how you gathered and acted on their feedback to enhance their experience.
✨Understand Financial Management
Since the role involves budget preparation and financial oversight, brush up on your knowledge of P&L statements and financial management. Be prepared to discuss how you've managed budgets in the past and any strategies you've used to increase profitability.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities and decision-making skills. Think of scenarios where you had to manage ambiguity or handle guest complaints effectively, and be ready to explain your thought process and actions taken.
