General Manager

ABOUT US


Crystal Creek Hospitality is a collection of independently spirited and branded hotels focused on remarkable hospitality™. We see every day as an opportunity to enrich the lives of our employees, guests, and communities. Our vision, mission, values and commitments are at the core of every decision we make and every person we hire. No heroes, no egos-just a diverse group of individuals with solid relationships built on a foundation of trust that honors our employees, guests, and investors.

OUR VALUES


We Engage and We Listen

We Care and We Own

We Provide and We Ensure

We Appreciate and We have Fun

JOB OVERVIEW


The General Manager ("GM") is responsible for all aspects of operations at the hotel, team management, and guest experience. The GM is an ambassador for the hotel and Crystal Creek Hospitality (corporate office). The ideal candidate is well rounded in sales, hotel operations, human resources, guest service and asset management. This role manages and directs staff management in engineering, rooms, food and beverage and administration. The role is responsible for the overall direction, coordination, and evaluation of the hotel's leadership team and for carrying out leadership responsibilities in accordance with the organization's policies and applicable laws.

REPORTS TO


Crystal Creek Hospitality Chief Operating Officer

DIRECT REPORTS


Assistant General Manager, Department Managers

KEY RELATIONSHIPS

Internal: Hotel Management Team and Crystal Creek Hospitality Corporate Team

External: Hotel vendors and suppliers; local community leaders; travel industry partners; and local government officials

ESSENTIAL JOB FUNCTIONS

• Develops a positive workplace culture through implementation of action plans that are designed to improve team member retention and to foster teamwork, communication, engagement, and trust, and models the behavior that is expected of all hotel employees
• Thoroughly understands all duties of all staff and departmental functions
• Monitors and develops team members' performance, to include positive supervision, constructive feedback, professional development, coaching, counseling, mentorship, performance management, and appropriate recognition of achieved goals
• Accountable for hotel recruitment, staffing, and training, and ensures department managers and supervisory staff are qualified and effective in their roles
• Sets measurable departmental objectives and performance expectations
• Ensures compliance with Crystal Creek Hospitality standards of product, quality, and operational performance
• Responsible for the execution and impact of all policies and procedures for the hotel
• Reviews and evaluates feedback from guests both written and verbal, and demonstrates the ability to proactively identify and respond to related opportunities and trends
• Ensures customer satisfaction by soliciting feedback and improving standards
• Understands revenue generation and yield management, works in conjunction with the corporate team on maximizing revenue through rate positioning and optimizing occupancy through segmentation
• Controls expenses in accordance with accurate revenue forecasts, making necessary adjustments in order to maximize profitability
• Maintains proper staffing guidelines based on budget forecast and occupancy
• Actively manages the budget process, P&L reporting
• Prepares ownership operation and marketing reports
• Directs the overall property sales effort in partnership with the Corporate Vice President of Sales and Marketing
• Provides ultimate oversight and accountability for guest service recovery and problem resolution
• Ensures employee satisfaction as reported and measured through the hotel's annual employee engagement survey
• Meets overall growth objectives
• Works well cross-functionally and with management group and hotel owners
• Works with relevant property staff, corporate support partners and third-party vendors and suppliers. Oversee all repairs, renovations, alterations and improvements to the hotels as shall be necessary for the proper maintenance and preservation of the facility. Focus must be given to life safety matters and to any other situation that creates risk for guests, team members or the property
• Responsible for ensuring quality and efficiency of all contracted work completed onsite.
• Upholds contractors to scope of work agreed to in their contract along with hotel standards.
• Maintains the relationship with contracted labor agencies.
• Supports a process for inspections and preventative maintenance.
• Through regular audits and/or inspections, identifies any operational, productivity, performance, and/or efficiency gaps and implements measures to correct those deficiencies
• Ensures that all licenses and permits required in connection with the operation and management of the hotels are applied for on time and maintained in good standing
• Ensures hotel is in compliance with all Brand and Governmental requirements such as life safety, ADA compliance, food safety training, responsible alcohol service training, human trafficking training, and hiring practices
• Maintains a strong presence as a leader in the local community
• Performs any other job-related duties as assigned

PHYSICAL DEMANDS & WORK ENVIRONMENT


The physical demands & work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand; use hands to handle or feel, reach with hands and arms; talk or hear; and taste or smell. The employee frequently is required to walk and climb or balance. The employee is occasionally required to sit and stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

STANDARD SPECIFICATIONS


Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently.

A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their direct report.

This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.

Requirements

ESSENTIAL QUALIFICATIONS

• Bachelor's degree in hospitality management or equivalent field of study and/or progressive industry experience
• Ten years of progressive leadership experience in hotel operations
• Strong customer service aptitude and ability
• Strong analytical and reasoning skills
• Extensive knowledge of yield and revenue management
• Understanding of budgetary and fiscal responsibility
• Excellent verbal and written communication skills
• Excellent organizational and time management skills
• Excellent problem solving and conflict resolution skills
• Be an active team player and ability to collaborate across teams
• Be a carrier of the Crystal Creek Hospitality culture and serve as the example for other leaders to follow