General Manager

Job Description

Job Description

General Manager

Description: Supervisor: Regional Director of Operations

Purpose of Position: Responsible for continually working to achieve hotel profitability through revenue generation, cost control, guest satisfaction, and employee development, as well as maintaining the integrity of the hotel. Responsible for effectively leading and managing all aspects of the hotel and for delivering results that contribute to the goals and overall success of the hotel, including sales and marketing, community and guest relations, record keeping, employee staffing, and development cost controls, revenue management and brand standards. Exempt employees are expected to work as much of each workday as is necessary to complete their job responsibilities.

Essential Functions:
Create a positive team-oriented environment. Possess a positive and upbeat personality with a desire to deliver outstanding customer service to our guests. Approach all encounters with guests and employees in an attentive friendly, service-minded manner and ensure that all employees are practicing excellence in guest service. Maintains a high level of professional appearance and demeanor, including wearing professional attire and name tag as required by the brand. Maintain regular attendance and schedule time according to the needs of the hotel. Exempt employees are expected to work a minimum of 40 hours per week or the number of hours needed to complete tasks. Maintain the highest level of confidentiality in all areas. Demonstrate the ability to multi-task, be detail-oriented and be able to problem-solve, to effectively deal with internal and external customers. Handle and resolve guest complaints professionally and courteously, through effective listening and clarifying issues raised by guests. Comply with certification requirements as applicable – may include Food handlers, alcohol awareness, CPR, and First Aid. Enforce all policies, procedures, federal, state, and local laws are adhered to by all employees, regarding personnel, security, guest relations, alcohol, and health and safety. In conjunction with Revenue Manager and Director of Sales, review rates, events, groups, and group pickup to maximize rates. Conduct required number of sales calls weekly, qualifying leads, and following up as required. Actively participate in the business, community, and civic affairs in the local community. Conduct regular staff meetings, ensuring that all required staff training is completed on time. Continuously work to achieve budgeted revenues and expenses. Maintain an adequate inventory and achieve budgeted cost controls in breakfast, linen, guest room supplies, cleaning supplies, and chemicals. Ability to perform basic math, and understand financial information including budgets, audits, and cash sheets. Meets financial review dates, including month-end reporting, payroll, inventory, and business volume. Complete processing of invoices, keeping A/R collectibles under 90 days. Ensure all invoices are processed and sent for payment on time avoiding late fees. Recognize and take action on any safety or loss prevention incidences that may cause damage, injury, or other liability to individuals or company property. Implement all company policies and procedures for safety and security. Ensure the cleanliness and maintenance of the physical property through daily inspections of guest rooms public areas, back of the house, and grounds. Maintain the property attractively and economically, in compliance with all brand standards. Ensure all preventative, and scheduled maintenance is performed on time. Ensure that the hotel is fully, professionally staffed at all times. Ensure all employee performance reviews are conducted on time.
Performs other duties as assigned

Requirements: Mandatory Job Requirements
Must be able to work with and understand financial information. Demonstrated Ability to communicate with hotel staff, guests, and management in a professional manner. Ability to delegate and give direction. Must be able to work well under pressure, quickly and accurately evaluating alternative courses of action. Maintains objectivity under pressure. Must be effective in anticipating, preventing, identifying, and solving problems as necessary. Knowledge of the surrounding area and events. Must be able to work with and understand financial information including budgets, franchise statements, audits, and cash sheets. Read, write and speak English. Ability to learn safety, emergency, and accident prevention policies and procedures. Neat, well-groomed appearance including wearing the proper uniform and name tag when working (per brand standards) Strong organizational skills, and ability to work independently with little supervision.
Accountability
General Manager training completed within an acceptable time frame, as required by the brand. Maintains a high level of Quality, Service, and Cleanliness achieving award-winning scores on brand inspections and guest feedback platforms. Maintains smooth operation and staffing of the property. Achieves budgeted revenue and expense goals.
Experience or Training Required
At least 6 years progressive experience in a hotel or a related field; or a 4-year college degree and at least 4 to 5 years of related experience; or a 2-year college degree and at least 5 to 6 years of related experience. Must be proficient in Windows operating systems and ability to become familiar with company-approved spreadsheets. Must demonstrate the ability to become proficient on the PMS within an acceptable time frame. Must have a valid driver's license.

License or Certification Required

Complete General Manager training program within the brand required time frame.

Marginal Job Functions
Cleaning guestrooms and lobby and public areas as needed. Restocking front desk supplies. Help with laundry, as needed. Deliver cribs, towels, or other items to guestrooms as requested. Perform light maintenance duties. Restock, inventory, and sell guest marketplace and pub if applicable.

Physical Demands
Stand, walk; use hands and fingers to handle, or feel, for long periods, up to 8 hours at a time. Reach with hands and arms. Walk, navigate stairs regularly. Frequently repeat the same movements, including frequent keyboarding. Understand the speech of other people, and speak clearly so others can understand. Read and see details. Lift up to 10 pounds occasionally, lift up to 35 pounds from time to time. Stoop, kneel, twist or crouch occasionally.
Environmental Conditions

The job is considered inside, the employees will spend 75% or more of their time inside. Must be able to work effectively in a stressful environment, communicate well with others, effectively deal with guests and accept constructive criticism.

Must be able to change activity frequently and cope with interruptions.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The essential functions of this job are described 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.