Hotel Operations & Guest Experience Director

General Manager Job Description J ob Title: General Manager Reports To: Regional Director of Operations and/or Vice President of Operations SUMMARY: Oversees all aspects of Property Management in accordance with Company mission statement, including maximization of financial performance, guest satisfaction, and staff development within established quality standards. Responsible for the hiring, training and discipline of all hotel staff. Q U A LIFICATIONS: To perform this job successfully, the individual must be able to perform each essential duty and responsibility in a safe and satisfactory manner , and the individual must be punctual and have a good attendance record , and have reliable means of transportation to work . The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. ESSENTIAL DUTIES AND RESPONSIBILITIES: 1. Performs the role of “ Standard Bearer ”, ensuring that each criteria in companies then-current “ Basics ” are communicated, understood, achieved and maintained by hotel staff. 2. Performs each criteria as contained in companies then-current “General Manager’s Standard Operating Procedures” in a satisfactory manner. 3. Performs each criteria as contained in companies then-current “General Manager’s Standard of Performance” in a satisfactory manner. 4. Creates an operating environment that assures consistent guest satisfaction . 5. Monitors the performance of the hotel through verification and analysis of guest satisfaction systems and Financial reports . Initiates corrective action. 6. Maintains product and se rvice quality standards by conducting ongoing evaluations and investigating complaints. Initiates corrective action. 7. Develops accurate and aggressive long and short-range financial objectives consistent with the Company's mission statement. 8. Prepares financialreports for managementthat clearly explainoperational effectiveness, trends, and variances. 9. Establishes and maintains a pro-active human resource function to ensure employee motivation, training and development, wage and benefits administration, and compliance with established labor regulations. 10. Maintains an appropriate level of community public affairs involvement . 11. Executes marketing, sales, and operationalactivities, producing resultsthat meet orexceed thehotel’s business plan . 12. Ensures good safety practices of employees and guests, assisting in the maintenance of proper emergency and security procedures. 13. Establishes and maintains applicable preventive maintenance programs to protect the physical assets of the hotel. J ob Code: 50000 J ob Title: General Manager ESSENTIAL DUTIES AND RESPONSIBILITIES (continued): 14. Implements and maintains effective open-door communication system that crosses departmental lines in order to reach all employees. 15. Understands thegovernment regulations affectinghotel ’s operations, ensuring the hotelis operatedin compliance withall applicablelaws, ordinances, regulations, and requirements of any federal, state or municipal authority. 16. Deals with the general public, customers, employees, union and government officials with tact and courtesy . 17. Plans and organizes the work of others. 18. Accepts full responsibility for managing an activity . 19. Other duties may be assigned . SUPERVISORY RESPONSIBILITIES: Typically, directly supervises 2 to 10 employees at the hotel, including all department heads. Indirectly supervises all hotel personnel. Carries out supervisory responsibilities in accordance with the Company’s policies, training programs, and applicable laws. Responsibilities include recruiting, interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. EDUCATION and/or EXPERIENCE: Absent extraordinary prior on-the-job experience, the General Manager position requires a High School diploma or general education degree (GED) and preferably either a two-year business degree or a four-year business or liberal arts degree (or equivalent combination of education and experience). Requires an occupationally-significant combination of vocational education, apprentice training, on-the-job training, and essential experience in less responsible hotel skill level and management positions. A Certified Hospitality Administrator designation is preferred. LANGUAGE SKILLS: G ene ral Managers must have developed language skills to the point to be able to: Read and interpret documents in English such as safety rules, operating and maintenance instructions, and procedure manuals, newspapers, periodicals, journals, and manuals. Write routine reports, correspondence, business letters, summaries, and reports in English using prescribed format, and conforming to all rules of punctuation, grammar, diction, and style. Ability to speak effectively in English before groups such as customers or employees. COMPUTER SKILLS: G ene ral Managers must have sufficient computer skills that will allow them to be able to use, in a proficient manner, all Company-issued software programs implemented at the hotel, including but not limited to the following: M icrosoft Word M icrosoft Excel Yield Management Systems programs Property Management System (PMS) programs Daily Revenue System (DRS) programs Central Reservation System programs Payroll programs Company-issued internet browser programs Company-issued electronic mail programs NOTE: Company-issued software programs implemented at a particular Sunburst hotel may be changed from time to time; the General Manager is required to learn the new programs and upgrades as soon as practicable after such items are provided to the hotel. REASONING ABILITY: G ene ral Managers must have developed reasoning abilities to the point to be able to: A pply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Use mathematical skills to interpret financial information and prepare budgets. Read and interpret business records and statistical reports. Make businessdecisions based onproduction reportsand similar facts, as wellas on yourown experience and personal opinions. PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; stoop, kneel, crouch, or crawl; and talk or hear. The employee must regularly lift and/or move up to 10 pounds and frequently lift and/or move up to 25 pounds. The employee must be able to see differences in widths and lengths of lines such as those on graphs. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. ENVIRONMENTAL CONDITIONS: Inside : Protection from weather conditions but not necessarily from temperature changes. A job is considered "inside" if the worker spends approximately 75 percent or more of the time inside. W O RK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be able to work effectively in a stressful environment , communicate well with others, effectively deal with guests, and accept constructive criticism from supervisors. Must be able to change activity frequently and cope with interruptions . IMPORTANT NOTE : Essential functions of this job are described under the headings above. The job requirements and features are subject to change from time to time due to the then-current needs and requirements of the Company and/or the hotel. No t e to Vice President, Operations: please provide a copy of this signed job description, along with all three signed attachments, to the employee and place the original in the employee's personnel file at Corporate Headquarters. “ B asics” 1. CARE about our customers and about each other. 2. Employees are in uniform with nametags. 3. Pillows are fluffy and beds are flat. 4. HVAC works without noise. 5. Hot water is hot. 6. Cold water is cold. 7. TV channels are clearly received. 8. Telephone instructions are easy to understand. 9. The telephone handset is clean. 10. There’s no trash in the parking lot. 11. Guest service agents make eye contact immediately. 12. Building grounds and signs are well-illuminated. 13. Everything in the room works. 14. Breakfast tables are cleaned promptly after they are used. 15. Hair is on heads, not in bathrooms. 16. Towels, sheets, blankets, and bedspreads do not have stains or tears. 17. All floors are free of debris. 18. Staff members are well-groomed. General Manager’s Standard Operating Procedures These Standard Operating Procedures are NOT ALL INCLUSIVE, and they may be amended from time to time. Please see your Associate Handbook and other Sunburst reference materials for additional information: W O RK SCHEDULE : Normal working hours for a General Manager are considered to be 8 AM to 6 PM, 5 days per week (minimum). LOBBY PRESENCE : General Managers must be physically present in the lobby on each work day for a period of time, especially during check in/out. In addition to being present in the hotel lobby area, General Managers must greet guests and observe the appearance and conduct of all hotel employees who routinely interact with the public. This standard should also be applied to all department heads. INSPECTIONS: General Managers should conduct inspection tours of the hotel (inside and out) on a daily basis. General Managers should inspect a minimum of 15 rooms per week and keep a record, for review by your supervisors, of each inspection. DAILY REPORTS : Managers are required to review daily reports and to complete a daily accounting work review, focusing on (1) hotel performance vs. forecast, and (2) variances to budget. YIELD SYSTEMS : On a daily basis , General Managers are required to review the hotel’s rates and availability data as contained in (1) Yield Management Systems programs, (2) the hotel’s Property Management System (PMS) program, (3) the hotel’s Central Reservation System , and (4) those internet sites that require daily on-line maintenance by hotel management. Additionally, General Managers are required to conduct weekly Yield Meetings using Sunburst’s Weekly Yield Meeting Agenda and Guidelines. W EEKLY DEPARTMENT HEAD MEETINGS : General Managers must hold a weekly department head meeting during which all attendees will review the actual week’s business, forecast and scheduling, upcoming events, and Sunburst updates. These weekly meetings should be (1) planned in advance, (2) have a prepared agenda to be distributed in advance, (3) giving attendees proper notification, and (4) have recorded minutes. SALES CALLS : All General Managers are required to make at least 3 sales calls per week (cold calls, appointment calls, etc.) . INTERNAL FINANCIAL CONTROLS : General Managers are required to adhere to, and maintain, company policies related to internal financial controls as presented in the Accounting Procedures and Systems Manual. These controls include primary responsibility for the safeguarding of cash and Hotel revenues. PUBLIC RELATIONS: Occasions arise when specific information needs to be communicated to the public. While all non-crisis communications should be coordinated between the General Manager and your hotel’s Regional Director of Sales , no press releases of any nature whatsoever may be issued to the public or any news or media source without the prior approval of the Chief Executive Officer or the General Counsel . For emergencies , refer to Section 12 of the Risk Management Manual for “Crisis Communications Procedures”. COMMUNICATIONS WITH GUESTS : Our philosophy is to ensure that all dissatisfied guests are favorably impressed by the Company’s concern for their dissatisfaction. Naturally, the avoidance of complaints must be management’s first concern. Management and employees must be trained in handling guest dissatisfaction and rectifying any environment for dissatisfaction before it is expressed in the form of a formal complaint. All hotels must have in place a customer service training program in addition to the required Orientation program. A system should be established to ensure the General Manager is immediately informed of all complaints. Action is to be taken as soon as possible to try to ensure guest satisfaction. Letters received from guests complaining or complimenting the hotel’s facilities must be answered within 3 days of receipt. If a complaint investigation should take place, corrective action should be taken to eliminate future reoccurrence. No response should ever “Admit Error” or “Admit Liability”. The response should acknowledge the complaint, express concern, and apologize for the inconvenience. M.O.D. PROGRAM: General Manager ensuresthat the hotel has anestablished MANAGER ON DUTY PROGRAM, following MOD Manual guidelines. CORRESPONDENCE FILE: All General Managers must keep a “reader’s file” containing all correspondence that they generate. Correspondence should be kept in a 3-ring Binder and be readily available for ease of reference. NO ALCOHOL POLICY: Alcohol consumption is strictly prohibited for ALL employees while on hotel premises. SAFETY COMMITTEE : General Manager ensures that the hotel has in place a Safety Committee that follows written guidelines set forth in the Risk Management Manual, including monthly Safety Committee Meetings. EXPERIENCE YOUR HOTEL ROOMS : All General Managers who do not live on the property are required to stay overnight at their hotel a minimum of once per year (for two consecutive nights), utilizing different room types on a rotating basis in order to monitor guestroom standards. General Guidelines: You will need to keep a copy of all licenses and certificates at your office. Ram hotels do not provide reimbursements for cell phone usages or a company cell phone. You will have to inventory linen and Guest room amenities on weekly basis and forward it to your director. You must keep your hotel's life safety equipment inspected and tested in a timely manner per brand std. Keep 3 fail safe keys for each room. We do not allow any Front desk agent to do Rate overrides or Force to sell a room for guests. Each hotels room rates are created at the cooperate level by our company and forwarded to GMs for implementation. GM must work each shift at least once every month. GM must inspect 15% of all occupied rooms from the previous night. GM must attend and host breakfast 5 days out of the week. From (8:30AM – 9:00PM) You will be given a Labor Goal for all positions by your Director. You must achieve this goal every week, and also conduct Labor check in everyday on Hotel effectiveness. You will have a Ramhotel’s Standard Recommended Pay rate spreadsheet. You must offer pay to candidates within this range. No new team member can be hired without a second interview with either Vp of operations or the President. You are not allowed to terminate team member’s employment without prior approval from the Vp of operations. (you must submit a RFT) All team members personal file including yours will be kept at the cooperate office. It is your responsibility to update these on timely manner, including adding disciplinary actions if any. You are not authorized to create any direct bill accounts. Only the President or the Vp of operations can authorize any new Direct bill accounts. You will be required to input Invoices on daily basis in our accounting system. You may not purchase any items without an approved PO. Your Pos will be rejected, if the supplier is not an approved vendor. You will not be reimbursed for any items that are purchased at grocery stores or department stores. Unless pre-approved by Vp operations or the president. Ram hotels do not provide company credit cards for purchases. You must review and keep up with all service agreement. GM cannot sign on any service agreements. #J-18808-Ljbffr