General Manager (Tuscany)
Posted on Dec. 20, 2024 by Boundless Life
- Pistoia, Italy
- N/A
- Full Time
About Boundless
Boundless empowers remote workers to experience - with their families - the nomad lifestyle many people without children have been enjoying for years. It creates a complete "live abroad" immersive experience for families looking to get the most of what the digital age and the world can offer.
Through premium kids-friendly lodging, a cutting-edge education system that follows the children wherever they go, Boundless brings together a community of like-minded families who want to explore the planet while working remotely and having a positive impact on their lives and the world.
Role overview & Introduction to Hospitality Operations
This is a locally based role, as such you are required to live in the specific city or nearby. Your main role is to provide the best experience possible to our families through first class service and a positive ‘can do’ attitude. We are an inclusive company and look for team members that actively involve themselves in our community of team members and families. Building strong relationships with team-members and families is very important to us.
Vision & Mission
Our vision is to provide warm, first class service to our families making them feel at home wherever they follow the Boundless journey.
You are the ultimate ‘key holder’ in time to your very own Boundless location. Your mission is to support the communities living by ensuring a first class product and outstanding service is provided by all teams and at all times. A high level of team member engagement within a positive working environment is granted within your location.
Job Description
Primary responsibilities
Business Strategy & Execution
- Implement the customer experience strategy on location to maximise guest satisfaction.
- Explore new business opportunities and develop business plans to reach desired customer satisfaction and profitability levels.
- Experiment with new ideas and take calculated risks to improve guest satisfaction and profitability; whilst evaluating the success of property business strategies to inform future business plan enhancements and continually ensuring business plans and actions have a positive impact on property performance.
- Develop the check-in and check-out processes and ensure they run smoothly on location
- Supervise the functioning of all product areas of the location.
- Ensure the location is properly stocked with all the necessary supplies and equipment.
- Manage the property maintenance and owner relationships.
- Support the building of sustainable practices whenever this is possible.
- Be the Standards and Processes (Playbook & Chapters) Champion for its location
- Be the Systems Champion for its location
Partnerships & Contractors
- Establish local partnerships to support operations or to provide additional services to guests that will in turn maximize location's revenue and guest satisfaction
- Hire local subcontractors and ensure they are delivering services according to contract.
- Lead procurement for the location and manage those relationships and costs.
Financial Management & Legal
- Manage the location’s P&L and reporting to ensure that all revenue, costs and data is consistent across all channels.
- Ensure proper accounting recording and compliance with local accounting legalities.
- Controls and systems for accounting on site are followed at all times and are in line with guidelines.
- Ensure compliance with all location-applicable laws and practices and report all issues that arise or may cause a disruption to the business.
Business Analysis
- Analyse business information to proactively address changing market conditions, ensure location operates within budgetary guidelines, and achieves profit margin goals.
- Use business information to identify indicators of product and service successes and opportunities for improvement, and integrate business information into business plans.
- Monitor market pricing conditions to inform the team responsible for developing pricing strategies and balancing seasonality.
Customer and Public Relations Management
- Interact with guests on a frequent basis to obtain feedback about their experiences on property and utilises guest/customer feedback to recognize outstanding employee service performance and improve service delivery
- Emphasise and hold team accountable for addressing service failures or potential service failures, and for developing innovative ways to exceed guest expectations
- Establish presence in the market by actively promoting an exemplary property/brand image, involving oneself in the local community, and by developing strategic alliances with local officials, businesses, and customers.
- Anticipate needs of large groups or high profile guests in order to deliver flawless service.
Employee Relations
- Lead and support the recruitment and selection process for open positions at the location for the customer experience / operations team.
- Create a cohesive and high-performance team that continuously strives for positive results and improvement.
- Coach the customer experience team by providing specific feedback and hold them accountable for performance; whilst creating learning and development opportunities for them.
- Ensure effective work processes, systems and teamwork are in place to maximise individual and overall property performance.
- Be the location’s main POC for training needs assessment and delivery of training.
- Verify that all employees are treated fairly, and with respect.
- Build rapport with employees by fostering an environment of open communication and spending time with employees; whilst making self-available to employees (“open door policy”)
- Celebrate the success of employees in a public way and work with Human Resources to maximise employee engagement as needed.
Qualifications/Requirements
- Prior experience running a hotel or restaurant and leading multiple departments and supervisors essential
- Sound operational and financial management skills
- Excellent communication skills
- Fluent in English and the local language (read, write, comprehend, speak)
- Experience working in multicultural environments (preferred)
- Sound understanding of processes and operational efficiency
- Strong people management and negotiation skills
- Solid abilities for reporting and analysing information for decision making
What we offer
- Trust in you and your workmanship and expertise
- A fair salary package for your local destination
- Opportunity to participate in stock options plan
- Training by industry experts
- Opportunities for personal growth and learning
- Paid holidays to the legal local amount, plus public holidays
- Time-off and opportunity for volunteering
- Freedom to be creative and innovative in your practice
- Discounted accommodations and amenities
We will provide you with training, guidance and on-going support within your role.
Advertised until:
Jan. 19, 2025
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