Company Overview
We have recently finlaised a 3 year project of £3.5 million redevelopment of the Award
Winning Malone Lodge Hotel and Apartments. The hotel reopened in March 2013 with an
array of new facilities including:
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New 90 Seater, Stand alone Restaurant with public access from the main Street
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Bespoke Civil Ceremony Room
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New 240 Seater Banqueting Suite
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New bedrooms bringing our accommodation stock to 53 hotel bedrooms and 47
apartments, Presidential suite, and Lobby & Bar areas.
Due to this exciting redevelopment, we are seeking an exceptional General Manager with
experience from both a strategic and operational perspective. Reporting to the Directors, you
will be accountable for the people, product and profit within the hotel, while delivering
exceptional customer service, maximise profits through sales and yield, and exploiting
opportunities for growth within the business. With excellent communication skills, you will
also be able to provide inspirational leadership, motivating and developing staff to contribute
towards the overall success of the business.
As a self motivated, tenacious and creative thinking individual your previous knowledge will
allow you to develop and implement highly productive strategies to drive this business forward
to be recognised as one of the leading Hotels within Northern Ireland. You will have an ability
to develop external working partnerships and this will be an environment that you will thrive in.
The ideal candidate must be totally service and sales focused, be able to communicate at all
levels and be eligible to live and work in the UK.
Salary on offer is dependent upon experience and offers an attractive package for the right
candidate.
Interested candidates should complete an application pack available to download from our
website www.macklingroup.com or contact emurchan@malonelodgehotel.com should you
require further information or assistance.
Closing date for application is Friday 18th July 2014
Company websites include the following:
www.malonelodgehotelbelfast.com
www.theknifeandfork.co.uk
www.macklingroup.com
Person Specification
Position
Location
Reporting line
General Manager
Malone Lodge Hotel and Apartments
Directors
Essential Criteria:
 Minimum two years experience within a similar role.
 Sound knowledge of the hospitality industry and competitors.
 Financial awareness - proven record of full P & L responsibility and control.
 Proven track record of the ability to lead a team to achieve sales targets, control of
costs and exceptional service delivery.
Skills/Attributes:
 Commitment to the Macklin Group Core Values & Ways of Working
 Core Values - Treat People Really Well, The Highest Standards, Perseverance and
Enjoyment, Openness, Trust & Understanding, Flexibility & One Step Ahead.
 Ways of Working – Think Guest, Work Together, & Ownership.
 Ability to develop the Hotel at a strategic level.
 Ability to effectively plan and manage business operations.
 Has a sense of urgency for goal achievement and accountability for results.
 Ability to adapt and stay focused on results despite changing conditions.
 Ability to be innovative and creative in generating ideas for a quick response.
 Demonstrates exceptional leadership qualities through building effective relationships
and providing appropriate guidance, training and support, to achieve personal
development at all levels and opportunities for succession planning.
 Ability to engage the commitment of others through use of a persuasive
communication style, motivation, training, engagement and enthusiasm.
 Influences and stimulates others to action, while being firm, direct, and self-assured in
dealing with them.
 Delegation to others as necessary, with close follow-up on timeliness and quality.
 Ability to deliver a full commitment to the success and development of the business
and high standards of achievement.
Job Description
Position
Location
Reporting line
Hours of work
General Manager
Malone Lodge Hotel and Apartments
Directors
Full time role, Min 40 hours per week; Flexible shifts
depending on business needs
Overall purpose:
The General Manager will be expected to play a key role in the strategic direction of
the Hotel, particularly in line with the recent redevelopment, and for it to be
recognised as one of the leading Hotels within Northern Ireland. They will also have
responsibility for managing operations on a day to day basis to ensure optimum
performance and continual improvement in guest service, employees’ delivery of the
Malone Way service standards, sales/marketing, property appearance, and
profit/financial control. Coordinates, directs and leads the team and everyday Hotel
operations to achieve exceptional guest experiences, achievement of all financial
KPI’s while maintaining standards set by the company.
Duties and Responsibilities:
Think Guest
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Organise overall operations within the Hotel to deliver exceptional guest experiences
on all occasions through passionate delivery of the Hotels core values and ways of
working, resulting in the delivery of the Hotels mission statement.
Proactively and passionately lead and develop all team members and departments to
develop a culture and desire to deliver the Malone Way service standards and
ongoing innovation within the Hotel.
Ensure all team members have exceptional knowledge of all Hotel products and
services, local area, and attractions using this to continuously improve the guest
experience.
Extend the highest level of hospitality to all guests at all times, ensuring appropriate
measures in place to both review and improve the overall guest experience. This
would include management of complaints and developing appropriate mechanisms to
minimize or prevent incidents recurring.
To proactively benchmark best practice across the wider industry and develop the
Hotel in line with or ahead of competitor activities.
Clearly identify each required target market and develop and manage an appropriate
sales and marketing strategy in conjunction with your team to ensure the delivery of
all KPI’s on an ongoing basis across all departments including accommodation, food,
beverage and events.
Identify and action any potential sales leads & assist in the showcasing of the Hotel
and apartments.
Implement and manage a strategy to develop relationships with stakeholders both
with the Hotel and wider community basis for the purpose of achieving all KPI’s.
Establish and maintain applicable preventative maintenance programmes to protect
the physical assets of the Hotel.
Work Together
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Demonstrate exceptional leadership qualities through building effective relationships
and providing appropriate guidance, training and support, to achieve personal
development at all levels and opportunities for succession planning.
Managing the recruitment, selection, induction and rotas of all staff in line with HR
manager and budgets, in respect of all aspects of the Hotel to ensure that staff are
confident and competent in delivering exceptional experiences for all our guests.
Continuously develop and review the Company’s training plan, coach and mentor
staff, and assist in the training of staff where necessary.
Ensure all staff management procedures are adhered to, including all documentation
relating to training records, H&S, staff development, sickness, absenteeism, lateness,
annual leave etc.
Ensure all staff performance reviews are undertaken in line with Company
procedures and agreed actions implemented.
Ensures effective communication and team work between all staff and departments
which allows a harmonious and positive culture with a free flow of information and
advice.
Ensures that employee related issues are resolved in a manner consistent with
Company policies. This includes management of disciplinary and grievance issues,
instigating investigation where appropriate.
Ensure delivery of all aspects of Health & Safety to ensure all staff and procedures
are working within the health & safety procedures in conjunction with HR and health &
safety consultant
Perform related duties and specific projects as assigned by the Directors to contribute
to overall Company aims.
Provides other relief or back-up duties as needed at the Hotel to ensure the optimum
operation of the property.
Ownership
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Have total autonomy over all issues within the Hotel from budget & KPI setting in line
with Directors requirements, delivery of all KPI’s both in respect of staff, service and
financials. Communicate with Head’s of Department and action initiatives to ensure
that all KPI’s are met.
Ensure that all required information is passed to Group Accounts Manager/Group HR
Manager and Directors as per the policies and procedures agreed and report on any
deviations from agreed KPI’s at management and Directors meetings.
Analyse historic performance, and forecast future activity, and implement initiatives to
ensure that targets are met on a weekly, monthly, quarterly and annual basis.
Ensure adequate supply of resources to meet business needs as well as the efficient
and effective use of all resources and implementation of new ideas to deliver costsaving initiatives.
Ensure compliance with legislative requirements of statutory bodies within the Hotel,
including but not limited to, health and safety, legal, licensing, training, government,
tourism board requirements etc.
To be fully conversant and ensure compliance with the health, safety, hygiene, fire,
legal and security regulations and procedures of the Hotel.
Continue to develop yourself to ensure delivery of exceptional leadership and service
qualities.
Lead all management meetings, initiatives and policies and ensure attendance at all
monthly management and Directors meetings.
Fulfil all administrative duties incumbent to the role, meeting all deadlines set.
Be a recognised front face to the Hotel, responsible to ensure all guests and staff
within the Hotel are greeted in a welcoming, warm environment and that the Hotel is
promoted continuously within both the industry and the local community through
events and peers.
Ensure awareness and delivery where appropriate of current developments in all
relevant aspects of hospitality.
Participate in the on-call rota as required.
Have overall responsibility and be the point of contact for the Hotel in an emergency.
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Be an ambassador for the Hotel and wider Macklin group on an ongoing basis and
represent both at all necessary events and occasions.
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Perform any other duties in line with Director requirements for development of the
Hotel or Group.
Observe confidentiality at all times.
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This job description is not exhaustive, therefore the job holder may be required,
from time to time, to carry out tasks as and when requested by Management.