Hospitality General Manager

4 weeks ago

Auckland, New Zealand The Heke Full time

ROLE PURPOSE:In this role you are key to the overall delivery of the business to create a memorable customer experience, and deliver product, people and growth of the business. You are an ambassador for The HEKE, both inside and outside the business, telling our story through your actions which deliver on a commitment to excellence: 'The HEKE' way.KEY ACCOUNTABILITIES:This is a varied and important management role for the day to day operation of The Heke, key to the coordination between customers/ suppliers and team members. You will plan, implement and oversee adherence to efficient systems and processes.You will be responsible for:Customer service including responding to enquiries from all stakeholdersCollaborating with the owners in driving and increasing revenue across the siteCo-ordinating effective people & practicesBeing accountable for the legal compliance of the venue.Overseeing venue presentation.Day to day operations and business performance - systems management.Staying abreast of industry trends, changes and innovation.Act as an escalation point for customer feedback and complaints in regards to product and service.Acting as a point of contact for kitchen operations. As required, you'll work with the Head Chef in reviewing and approving supply requisitions.Ensuring all policies and procedures are implementedEnsuring prompt enquiries for customer bookings, events, tastings and tours. Preparing for group bookings, tours and tastings as required.Establishing and maintaining relationships with tourism partners, and assisting in setting budget goals for these.Driving growth in Events and Functions at The Heke.Establishing and maintaining budgets for key business areas.HOW WE WILL MEASURE SUCCESS (KPI'S):Feedback from customers, team members and other leaders is positive. Customer's needs are always met and exceeded. Customers and team members feel welcomed and safe at all times. The HEKE guidelines and policies are adhered to and respected. Team is engaged, motivated and performing through culture and management practices. All compliance on site is monitored and recorded. Labour costs are in line with the budget. Team retention reflects engagement. Profit is maximised.SKILLS AND EXPERIENCE:Minimum of 5 years experience in Hospitality Management. Ability to manage administrative and day to day accounting tasks. Strong knowledge of what it takes to be a best-practice employer. Adept at using Word, Excel, POS, and Xero and willing and able to take on a range of software applications to maintain administration and our customer services. Excellent communication skills and a great can-do attitude. Attention to detail and showing initiative. Problem-solving and team focused.BEHAVIOUR AND PERSONALITY:Flexible, adaptable and a can-do attitude. Friendly, outgoing and sociable. Confident and assertive. Enthusiastic and driven. Caring and shows humility. Dedicated to perfection.
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