General Manager

General Manager

The General Manager functions as the primary strategic business leader of the hotel with responsibility for all aspects of the operation. They ensure implementation of the brand service strategy and brand initiatives with the objective of meeting or exceeding guest expectations. Responsible for active supervision of all hotel disciplines, including but not limited to the front office, guest services, food service, housekeeping, maintenance, sales operations and personnel, ensuring that there is an atmosphere of good public relations towards guests and associates and community. Also ensures the hotel is meeting and constantly striving to meet its sales and profitability goals, and compliant with local and federal laws and regulations.

Essential Job Functions

• Recruits, hires, trains, counsels and motivates all team members in all departments of the hotel.
• Actively supervises department heads and all personnel with authority to issue oral and written warnings and reprimands when policies and procedures have been violated or to document poor work performance, and to discharge team members, with grossly negligent cases being approved by an above property representative or in conjunction with Human Resources.
• Responsible for department payroll administration.
• Conducts all department head performance appraisals and bonus calculations, where applicable.
• Participates in departmental expense and labor budgeting preparation.
• Schedules personnel within budget guidelines to assure adequate staffing to maintain service levels.
• Develops department attitude of attentiveness and anticipation of guest needs.
• Ensures guest special requests are fulfilled promptly and team members take ownership of issues.
• Ensures proper delivery of all guest services, including but not limited to social hour, breakfast service, dry-cleaning, mail delivery, shuttle, grocery shopping, newspaper delivery, Business Center, wireless Internet, etc.
• Resolves guest complaints with Guest Relations concerning the hotel or guest billing and chargeback inquiries.
• Processes and reconciles daily cash deposits.
• Monitors posting of guest charges to minimize lost revenue.
• Ensures Front Desk team members perform bucket checks each shift and monitor rate variances.
• Coordinates reservations and efficient group registration with the Sales Department.
• Monitors suite availability and develops the hotel's yield management system with Sales to maximize suite revenue.
• Ensures an effective cash control system is in place and that all credit card and check cashing policies are followed.
• Maintains efficient operations and inventory controls for the hotel Market (i.e. gift shop).
• Responsible for the administration of key control procedures.
• Ensures proper procedures for guest safety deposit boxes, guest mail and packages.
• Educates department personnel on emergency procedures, safety precautions, and safe work habits.
• Drives defensively and safely when driving the hotel van, wears seatbelt at all times, and uses the van only for Company business.
• Promotes good team member communication through department meetings, team member feedback, oral and written communication, and proper training.
• Participates in the weekend MOD development program and hosts social hour (if relevant), as assigned.
• Assists in monitoring van upkeep and maintenance schedule.
• Processes and tracks brand certificates (frequent guest programs, brand coupons and reimbursements, etc.) when presented as forms of tender to ensure we receive reimbursement from the brand.
• Oversees and approves the monthly Direct Bill accounts and statements and sends out invoices as often as necessary to maintain the accounts receivable balance within 60 days past due.
• Ensures all hotel supplies are properly stocked and/or all hotel equipment is in proper working condition.
• Processes accounts payable invoices for the hotel, including monitoring travel agent commission requests.
• Leads and conducts the brand daily stand-up meetings.
• Carries out any reasonable request by management.
• Participates in and actively contributes to weekly Sales meetings and conducts monthly team meetings.
• Conducts monthly department meetings or continuous improvement meetings (CIM).
• Attendance is a key component of this position.
• Maintains a professional appearance in accordance with Company standards; wears the appropriate uniform or attire.
• Maintains open and effective communication with team members and management.
• Attends and participates in team meetings.
• Adheres to established safety and emergency procedures and protocols, this includes Company, federal, and state specific regulations and guidelines.
• Completes all required Company training/compliance courses as assigned.
• Adheres to Company standards and maintains compliance with all policies and procedures.
• Performs other related duties and responsibilities as assigned.

Education

• Bachelor's degree from an accredited university or equivalent in Business Administration, Hotel and Restaurant Management, or related major.

Experience

• A minimum six (6) years of experience in the hotel/hospitality field required.
• A minimum four (4) years of progressive leadership experience in hotel operations, sales and marketing, or related professional areas required.

Supervisory Responsibilities

Oversees and coordinates the department's activities, with a focus on supervisory and organizational goals. While a portion of the time may involve performing tasks similar to those of direct reports, the primary responsibilities are related to management and coordination. Analyzes and resolves issues, establishes work methods, ensures regulatory compliance, and maintains productivity. Uses judgment within established procedures and policies to make appropriate decisions and take necessary actions.

Specific supervisory duties include, but are not limited to the following:

• Determines and creates policies, procedures, and manuals for direct reports.
• Establishes objectives and goals for the team.
• Assigns, monitors, and reviews work; evaluates direct report's performance.
• Recruits and interviews.
• Orientates and trains.
• Issues corrective action and makes recommendations for termination.
• Investigates and resolves concerns and complaints.
• Creates department work schedules.
• Approves time records and time off requests; submits payroll.
• Proactively assesses risk to establish systems and procedures to protect organizational assets.
• Ensures compliance with safety regulations.
• Develops and oversees the department's budget.

Skills & Abilities

This position requires the capability to understand and follow both oral and written directions, as well as the ability to communicate effectively with others in English and interact successfully with internal and external customers.

• Customer service skills.
• Able to maintain a positive and professional working environment.
• Fosters a culture of excellence.
• Attention to detail.
• Analytical and problem-solving skills.
• Able to maintain composure and objectivity under pressure.
• Proficient in time management; the ability to effectively organize and manage multiple priorities.
• Recognizes an emergency situation and takes appropriate action.
• Emotional intelligence and interpersonal skills, with the ability to build strong working relationships with team members at all levels.
• Skilled in building and motivating a team, fostering a collaborative environment and inspiring high performance.
• Excels at team building, leadership, and development.
• Ability to take initiative and effectively adapt to shifting internal and external conditions.
• Performs well with frequent interruptions and/or distractions.
• Understands how to develop and implement business strategies.
• Ability to interpret and create policies, procedures, and manuals.
• Able to communicate appropriately and effectively with all levels of management and external stakeholders.
• Business acumen, including financial management, budgeting, cost control, and revenue optimization.
• Ability to effectively listen, understand, and resolve challenges and concerns from management, team members, and guests.
• Interpersonal skills to include coaching, counseling, mentoring, and public relations.
• Able to identify and seize revenue-generating opportunities while effectively managing costs and resources.
• Visionary mindset, capable of developing and executing a comprehensive business strategy that aligns with brand identity and exceeds guest expectations.
• Knowledge of key industry trends, regulations, and the current industry landscape.
• Proven ability to drive revenue growth, optimize costs, and achieve financial targets.
• Capable of addressing complex issues and making balanced tradeoffs between brand requirements and commercial realities in a practical and diplomatic manner.