General Manager - Excursion Operations

General Manager - Excursion Operations, Texas State Railroad

Background:
·       Minimum five years’ experience in the hospitality industry management.

·       In-depth computer knowledge with the ability to master new booking and sales programs.

·       Expert written and verbal skills. Ability to speak with enthusiasm to people individually and in groups.

·       Hands-on experience in all facets of the hospitality sector including food handling, alcohol and upscale beverage sales, concession sales, gift stores, special events, weddings, intimate group experiences, housekeeping, building maintenance and grounds maintenance. (Having experience with a museum venue is a plus.)

·       Have a keen insight into the customer experience: cleanliness, friendliness, relaxation and fun.

·       Exemplary organization skills in physical surroundings and employee responsibilities.

·       Work well with upper management in defining short-term and long-term goals.

·       It is not crucial that the GM have knowledge of operating a train.

·       Ability to motivate employees through discipline, praise and job performance. Help managers achieve their daily, weekly and monthly goals.

·       Have a calm demeanor with an ability to troubleshoot in an instance. Have the understanding that “the customer is always right” by “getting him or her to see it your way.”

·       Ability to quickly acquaint oneself with the product and surmise how to attract consumers to the product.

General Manager Marketing Interaction:

·       Have familiarity in setting realistic quarterly and yearly goals with a viable approach to achieving the plan. Participate in putting together a practical on-the-ground and financial schedule with upper management. Implement goals hand-in-hand with marketing strategies. 

·       Stay ahead of the game. Have the ability to adapt to necessary changes to maximize ridership while reducing costs.

·       Carry forward what marketing starts, making everything appear seamless to the customer. The message/delivery/experience, from start to finish, has to be consistent.

·       Bring to fruition special event productions in line with marketing efforts. Do not deviate or devise plans not previously outlined without consent of upper management.

·       Stay in constant communication with marketing when opportunities or ideas arise via customers or local, regional and/or state contacts.

·       Provide feedback on successes and failures in relationship to ride dates and special events.

·       Be the eyes and ears concerning successes and failures of local sales/marketing representatives.

·       Always be prepared to do interviews and/or presentations when an officer of the company is requested verses a sales person.

·       Be the liaison between marketing and employees so all are aware of what the customer expectation is concerning the ride and/or the promotion.

·       Become a visible member of the community. Become acquainted with mayors, city councilmen, Chamber members and Visitors Bureau personnel in surrounding communities.

General Manager Daily Expectations:

·       Work in concert with general manager of the shop, MOW and freight divisions.

·       This is a “hands on” position which requires the person to be in contact, intellectually and physically, with all aspects of the business: business office, excursion train, museum, cafes, depots, campgrounds, and gift stores on a daily basis by being visible to employees and consumers on all train days.

·       Be constantly aware of surroundings and situations that may become safety issues for employees and/or customers. Religiously follow safety protocol.

·       Make sure that all medical equipment is in good working order and that persons trained in emergencies are ever-present.

·       Walk the property on a daily basis, checking for safety issues, cleanliness and maintenance issues which need to be addressed or have not yet been addressed. Use worksheets managed by on-train and/or depot staffs which become checklists to be resolved by the appropriate department. Follow through to remedy problems timely. Follow up!

·       Cleanliness and organization of all properties and sectors of the business are vital to the overall experience of the customer and the alleviation of unnecessary time set forth by employees.

·       Make sure all promotional materials are visible and accessible to the consumer, in the depot and on the train.

·       Have the proper personnel to coordinate and orchestrate events.

General Manager Employee Interface:

·       Interview and hire all management positions based on appropriate skill sets. Work with managers to interview and hire employees under their immediate supervision. Adjust the number of employees necessary to achieve good customer service based on number of riders.

·       Work with managers to train employees to maximize job performance, customer service and employee’s physical appearance. Adhering to the dress code must be strictly adhered.

·       Set realistic but ambitious goals for staff members. Have weekly meetings with managers addressing performance and commitment. Make people accountable.

·       Positive leadership talent with great listening and motivating skills. Ability to squelch rumors and innuendo circulating through the staff. Proper communication is the key.

·       Keep harmony between employees and departments.

·       Set up strict workplace conduct to maintain the high standard expected by passengers who have paid for a quality experience.

·       Make sure that all employees are well versed in the customer experience:  locomotives, railcars, depots, history and physical surroundings which make the trip memorable.

·       Perform random drug and alcohol testing.

·       Always have a backup plan.

General Manager Business Procedures:

·       Coordinate number of cars with shop/train GM. Coordinate appropriate number of employees for excursion trains scheduled for the week. Keep abreast of reservations through reservation office manager. Make sure all departments can man according to ridership numbers. Coordinate with marketing on changes in short-term strategies.

·       Manage inventory controls, cost controls, orders and deliveries. Be actively involved in depot and onboard menus and sales items. Spot check inventory on a weekly and monthly basis. Make sure costs are in line with retail sales.

·       Make sure that licenses, i.e. liquor, food handlers, health department inspections, etc., are current. Be in contact with local fire and police departments, Homeland Security and FRA. Be aware of planning and zoning regulations.

·       Make sure that all business-related reports are accurate and submitted timely to the appropriate person or persons within the company framework.

·       Become proficient in all computer reporting programs associated with all facets of the business.

·       Remain cognizant of variations between budgets and unforeseen real costs.

·       Keep accurate detailed reports which will be of benefit in future planning.