General Manager

Position Summary:

This position is responsible for managing daily hotel operations to achieve planned goals for revenue and profit (i.e., IOC) while maintaining standards for guest satisfaction, employee satisfaction, quality assurance, and asset protection; provide leadership, training, direction and support to hotel employees; maintain a high quality product.

Pre-Requisites (Requirements):

• Bachelor’s Degree in Hotel/Restaurant Management or Business is a plus. Equivalent experience is acceptable.
• 2 - 5 years as General Manager or other hotel management role.
• Must have knowledge of a variety of computer software applications in word processing and spreadsheets. Word, Excel, Power Point and Access.
• Must have effective oral and written communication skills.
• Must have good analytical skills and decision-making ability.
• Must be able to work independently and multi-task, prioritizing as appropriate.
• Obtain any locally required certifications.

Work Environment & Context:

• Must be able to sit or stand for long periods at a time.
• May be required to do light lifting or carrying.
• Capable of working in a fast paced environment and in stressful situations.
• Must respond to multiple task interruptions and still provide service to internal and external customers in a professional and courteous manner.
• May be required to walk and/or stand for long periods of time.
• Must be flexible in work hours/days.
• Must be able to travel.
• Requires good vision.
• Must possess a valid driver’s license and a personal vehicle.
• Must be available to work extended hours, nights and weekends.

Essential Functions:

Revenue Management:

• Provide the Revenue Management Department with information that includes a market analysis of competitors’ rates by market segment for weekday and weekend and a forecast of local market conditions and special events that may impact occupancy and/or rate.
• Support sales efforts as directed by the Regional Director and the corporate office.
• Ensure that front desk staff is kept informed of rate structure, and know how to implement yield management policies and procedures. Train front desk staff to successfully perform all front office operations and revenue management and central reservations procedures.
• Train front desk staff to successfully perform selling techniques and procedures for current promotions.
• Achieve maximum revenue.

Financial Results:

• Provide input to the annual budget by forecasting changes in operating expenses and labor cost.
• Use business forecasts to manage costs by scheduling labor in accordance with staffing guidelines, control other expenses in accordance with business demand levels and control utility expenses in accordance with energy management and building operations standards.
• Based on forecasted monthly revenue, adjust controllable expenses to maintain profit margins and achieve planned monthly IOC; explain the causes for budget variances of controllable expenses and take corrective action to avoid future occurrences and adjust spending to eliminate variances.
• Protect the company’s financial assets by properly administering company policies and procedures for handling cash, credit card, accounts payable, accounts receivable, payroll and all other financial transactions. Also, properly administer company policies and procedures for protecting the safety of guests and employees.
• Receive satisfactory scores for Regional Director Audits and take action to correct any deficiencies.
• Execute company policies and procedures for purchasing.

Guest Satisfaction:

• Train staff to successfully perform guest service procedures in accordance with company standards (e.g., greeting, scripts, pre-assignment of rooms, etc.).
• Train staff to successfully perform all functions for guest service and for handling upset guest who are dissatisfied with the products and services they received. Personally handle difficult situations involving upset guests. Attempt to resolve all issues of poor guest service before guests leave the property.
• Personally respond to guest complaint letters, Guest Assistance Contact Forms, and comment cards in accordance with company standards.
• Manage the problem resolutions process in accordance with standards, and eliminate service issues that result in repeated losses.
• Manage loyalty (i.e., frequent guest rewards programs) in accordance with company policies and procedures.
• Receive satisfactory scores for Medallia (i.e., guest satisfaction survey) and take action to correct any deficiencies.

Employee Satisfaction:

• Recruit, select, train and manage employees to deliver guest services and quality products that will lead to achieving goals for revenue and profit.
• Properly administer company policies and procedures for human resources management, payroll administration, personnel transactions and fair treatment of employees.
• Conduct wage surveys to provide input to annual budget and to ensure that the hotel is offering competitive wages.
• Train and develop assigned potential management candidates and trainees in accordance with Human Resources programs and guidelines.
• Provide leadership by conducting business in a professional manner and in accordance with all company policies including standards of conduct, business ethics and conflicts of interest.
• Receive satisfactory scores for employee satisfaction surveys and take corrective action to correct any deficiencies; maintain an acceptable level of employee turnover.

Product Quality:

• Ensure a satisfactory guest experience and protect the company’s physical assets by maintaining the physical condition of the hotel in accordance with established quality control standards.
• Manage the preventative maintenance and quick-fix programs in accordance with company standards.
• Support efforts of the corporate office as directed to assist in the review of any capital needs at the property.
• Receive satisfactory scores for product quality as measured by Medallia and the mystery shopper program and take action to correct any deficiencies.

While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change (e.g.’ emergencies, changes in personnel, workload, rush jobs, or technical development).