General Manager

The Role....

Main Duties

• Lead the business to meet and/or exceed financial obligations and profitability through overseeing and actively participating in sales, labour productivity, cost control, and effective purchasing.
• Implement, monitor, adhere to, and enforce compliance with all Hotel and Club and company policies
• Demonstrate positive leadership characteristics, by being present, visible on the floor, attentive and genuine with staff.
• Oversee and approve staffing levels/scheduling within budgetary guidelines and in accordance with operational needs.
• Ensure all employees have the tools they need to perform their jobs.
• Develop staff to include mentoring/empowering staff and identifying growth potential and setting objectives to achieve next level position.

Standards

• Ensuring all products delivered to members and guests are in line with the company specification. Highlighting and overseeing proactive training for all team members to ensure consistency
• Ensure that the business is prepared in accordance with company service standards
• Ensure that all guests experience is priority at all times following the Soho Way.
• Ensure that the site is meeting the Sales, COS, labour and EBIDTA budgets each month. Proactively acting where needed
• Demonstrating a commercial ability and awareness to both maximize and celebrate annual events
• Work with HOD’s to ensure departmental budgets are met consistently
• Set departmental targets and objectives that maintains and improve people, product and efficiency
• Ensure that all departments rotas are forecasted, costed and published in line with the company standards
• Ensure the business is set daily from a consumable view point, including and not limited to CGS, both F&B, club and accommodation related amenities
• To aim, achieve and maintain minimum 90% mystery shopper score in all departments
• An understanding of your customer base in order to retain them, through maintaining standards and expectations
• Ensure retention of team members in line with company standards
• Ensure that company policies and standards are maintained consistently by everyone working at the site
• Full understanding of local authority requirements

Leadership

• To be a highly visible leader across the whole business, providing hands-on support at peak times
• To be restless in the search for continuous improvement and innovation, being brave enough to challenge what may be regarded as industry best practise
• To be obsessive about any detail that has the potential to make or break the member/guest/ customer experience
• To support the attainment of the highest possible levels of employee engagement through exceptional communication, coaching, and meaningful team recognition
• To promote a service driven culture that reflects the Soho House values, encouraging positive interactions, team collaboration and results driven performance
• To inspire all teams, to achieve collective / individual growth, clear performance goals and measurable KPIs for each department
• To be able to think strategically and creatively to overcome business challenges
• To take ownership for ensuring training, career and succession plans are brought to life, with an emphasis on building capability across the board

Health & Safety

• To ensure all team members are fully trained on all Health & Safety matters in line with local guidelines with a specific focus on COVID-19 safety protocols
• Ensure that all team members including managers have completed the necessary training for the role and all risk assessments are carried out
• Ensure regular audits are carried out quarterly to maintain both company and legislative standards