General Manager

JobSummary:
The General Manager (GM) is responsible for the overall management and successof the hotel, ensuring that all aspects of operations run smoothly andefficiently. This role involves overseeing all departments, leading the hotelteam, managing financial performance, and ensuring exceptional guestexperience. The GM plays a key role in setting the strategic direction of thehotel and maintaining a positive work environment. This is an onsite role thatrequires substantial presence at the property to ensure operations meet brandstandards. Ensure full compliance with allapplicable brandstandards, operational requirements, quality assurance programs, and guestservice expectations.

KeyResponsibilities

Operational Leadership

• Ensure theproperty consistently meets or exceeds all brand standards, auditrequirements, and quality assurance expectations.
• Oversee thedaily operations of the hotel, ensuring that all departments, includingfront office, housekeeping, food & beverage, and maintenance, meet orexceed established standards.
• Develop andimplement operational policies and procedures to ensure consistency andefficiency across all hotel functions.
• Monitor dailyoperations to ensure guest satisfaction, operational efficiency, andadherence to hotel policies and standards.
• Conduct regularoperational inspections and brand readiness reviews to ensure compliancewith franchise standards, cleanliness expectations, service delivery, andoperational procedures.
• Resolve anyoperational issues or challenges, working closely with department headsto ensure smooth operations.
• Collaboratewith department leaders to implement corrective action plans related tobrand inspections, guest satisfaction scores, and operationaldeficiencies.

Financial Management

• Develop andmanage the hotel’s budget, ensuring financial goals are met andprofitability is maximized.
• Monitorfinancial performance, including revenue, expenses, and profitability,and implement strategies to improve financial results.
• Reviewfinancial reports, including daily revenue reports, monthly profit andloss statements, and budget variances, to track performance and identifyareas for improvement.
• Work with thesales and marketing team to develop and execute strategies for increasingoccupancy, average daily rate (ADR), and overall revenue.

Staff Management and Development

• Lead, supervise, train, andmentor the hotel management team and staff, ensuring employees have theskills, resources, and support needed to perform effectively.
• Oversee recruitment,interviewing, hiring, onboarding, scheduling, and staffing levels toensure operational coverage and labor efficiency across all departments.
• Develop and manage employeework schedules in alignment with occupancy levels, business demands,labor budgets, and operational needs.

oEnsure all required employee training assignments are completed in a timely manner,including brand standards training, safety training, harassment prevention, andother compliance-related programs.

oMonitorand maintain training compliance records and follow up with employees anddepartment leaders regarding overdue or incomplete training requirements.

oHolddepartment leaders and staff accountable for maintaining brand consistency,service excellence, and adherence to franchise operational standards.

oEstablishand maintain accountability standards for employee performance, attendance,professionalism, guest service, and adherence to company policies andprocedures.

oConductregular performance evaluations and provide ongoing coaching, counseling,feedback, and development plans to support employee growth and operationalexcellence.

oAdministercorrective action and disciplinary procedures consistently and professionally,including documentation of performance concerns, policy violations, attendanceissues, and behavioral matters in accordance with company policy and employmentlaws.

oFostera positive, inclusive, and respectful work environment that encouragesteamwork, collaboration, engagement, and continuous improvement.

oPromoteemployee retention and morale through effective communication, recognition, andleadership presence throughout the property.

Guest Experience Management

• Ensure that allguest interactions are handled with the highest level of professionalismand courtesy, with a focus on delivering exceptional guest experience.
• Ensure guestexperience delivery aligns with IHG, Hilton, and Marriott brand standardsand service culture expectations, with a focus on guest satisfaction,loyalty program engagement, and service recovery excellence.
• Monitor guestfeedback through surveys, reviews, and direct interactions, usinginsights to improve service quality and guest satisfaction.
• Address andresolve guest complaints and issues promptly, ensuring a positive outcomeand maintaining the hotel’s reputation.
• Ensure that allguest rooms, public areas, and amenities are clean, well-maintained, andmeet guest expectations.

Strategic Planning and Development

• Work withownership and senior management to develop and execute the hotel’sstrategic plan, aligning with overall business goals and marketopportunities.
• Identify newbusiness opportunities, including partnerships, special events, and otherrevenue-generating initiatives, to drive growth.
• Stay informedabout industry trends, competitive landscape, and market conditions,adjusting strategies as needed to maintain the hotel’s competitive edge.
• Oversee capitalimprovement projects and property upgrades, ensuring they are completedon time, within budget, and to the required standards.

Compliance and Risk Management

• Maintaincompliance with all franchise agreements, brand operational standards,quality assurance audits, and required reporting for properties.
• Prepare for andsuccessfully manage brand inspections, quality audits, and propertyevaluations, ensuring timely resolution of identified deficiencies.
• Ensuredepartmental procedures, documentation, signage, and operationalpractices remain aligned with current franchise standards and updates.
• Ensure compliance with allcompany policies, employee handbook standards, wage and hour regulations,and applicable employment laws.
• Maintain accurate andconfidential employee records related to scheduling, attendance, trainingcompletion, disciplinary actions, and performance evaluations.
• Conduct regularinspections of the property, identifying and addressing potential risks,maintenance issues, and safety concerns.
• Partner with HumanResources and ownership to address employee relations concerns, workplaceinvestigations, policy interpretation, and compliance matters.

Otherduties as assigned to meet the needs of the property.

Qualifications:

• Bachelor’s degree in hospitalitymanagement, business administration, or a related field; equivalentexperience may be considered.
• Proven experience in hotelmanagement or a similar leadership role, with a strong background inoperations, financial management, and guest services.
• Exceptional leadership and teammanagement skills, with the ability to motivate and inspire a diverseteam.
• Strong financial acumen andexperience in budgeting, forecasting, and financial analysis.
• Excellent communication andinterpersonal skills, with a focus on delivering exceptional guestservice.
• Strategic thinking andproblem-solving abilities, with the ability to manage multiple prioritiesin a fast-paced environment.
• Proficiency in hotel managementsoftware, financial reporting systems, and Microsoft Office Suite.

WorkingConditions:

• Flexible working hours, includingweekends, holidays, and on-call availability for emergencies.
• May require long periods ofstanding, walking, and interaction with guests and staff.
• Ability to work under pressure andhandle challenging situations with professionalism and poise.

Benefits:

• Competitive salary andperformance-based bonuses.
• Paid Time off & Holiday Pay
• Reimbursement for health coverage.
• Bonus program available.
• Employee discounts on hotel staysand services.
• Opportunities for careeradvancement and professional development.

The statements in this jobdescription are intended to represent key duties and the level of work beingperformed. They are not intended to be ALL responsibilities of the job.

Crossroads Hospitality, LLC andits affiliates are Equal Opportunity/Affirmative Action Employers, andencourage women, minorities, individuals with disabilities, and protectedveterans to apply.