General Manager

JOB OVERVIEW : The General Manager is charged with general oversight of all hotel operations. They will provide hands on leadership in facilitating guest experiences that exceed expectations, while revenue is maximized and expenses are effectively controlled. The General Manager will be responsible for managing the operations and profitability of the hotel and report directly to senior officers of the organization and ownership.The GM serves as the linchpin for communications with employees, guests, clients and the Corporate Support office. They will establish daily priorities and will support and direct the on-going activities of department heads in key functional areas such as administration, front desk, food & beverage, maintenance, sales and housekeeping to ensure that all operations run smoothly and efficiently.

We want our guests to relax and be themselves which means we need you to : be you by being natural, professional and personable in the way you are with people, get ready by taking notice and using your knowledge so that you are prepared for anything, show you care by being thoughtful in the way you welcome and connect with guests, and take action by showing initiative, taking ownership and going the extra mile.

Job Description :

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Reports to : Director of Operations

CORE ACCOUNTABILITIES :

• Creates an operating environment that assures consistent guest satisfaction.
• Manage the financial performance of the hotel through effective control of expenses and through the development, analysis and implementation of budgets, sales plans and forecasts.
• Maintains product and service quality standards by conducting ongoing evaluations and investigating complaints. Initiates corrective action.
• Identify and respond to guest feedback and facilitate prompt and effective resolution to guest concerns and complaints.
• Work closely with brand representatives to ensure all areas of the hotel comply with brand standards.
• Prepares financial reports for management that clearly explain operational effectiveness, trends and variances.
• Support organizational strategies by contributing information, analysis, and recommendations to strategic thinking and direction; Establish functional objectives that align with organizational objectives
• 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.
• Support organizational strategies by contributing information, analysis, and recommendations to strategic thinking and direction; Establish functional objectives that align with organizational objectives.
• Recommend hotel operational strategies by evaluating trends, establishing critical measurements, determining means for enhanced efficiency and implementing change tactics when needed.
• Serve as an ambassador for the hotel by actively participating in civic, community and business groups and by sponsoring special events at the hotel.
• Executes marketing, sales, and operational activities, producing results that meet or exceed the hotels business plan.
• Work in partnership with the Sales and Revenue Management teams to effectively position the hotel's rates within its competitive market.
• Update job knowledge by participating in educational opportunities, taking full advantage of brand learning resources, reading professional publications, maintaining personal networks and participating in professional organizations.
• Inspect and oversee that safety and security standards are being maintained.
• Establishes and maintains applicable preventative maintenance programs to protect the physical assets of the hotel.
• Implements and maintains an effective open-door communication system that crosses departmental lines in order to reach all associates.
• Understands the government regulations affecting the hotels operations, ensuring the hotel is operated in compliance with all applicable laws, ordinances, regulations, and requirements of any federal, state or municipal authority.
• Maintaining positive relationships with the management company, property owners, guest and clients
• Responsible for coordinating with department heads to make schedules, enforce attendance and dress-code policies.
• Trains, cross-trains and retrains all front office personnel to ensure a consistent, high-level of performance at the front desk.
• Anticipate guests needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Participates in the selection and training of all hotel personnel.
• Evaluates job performance of each associate and provides fair, unbiased, helpful feedback.
• Maintains working relationships with all departments.
• Work closely with corporate teams in Human Resources, Accounting, Revenue Management, Sales, and Leadership to ensure that property and company goals are being achieved.
• Verifies that accurate room status is maintained and properly communicated at all times.
• Aggressively seeks to discover and resolve guest issues quickly, efficiently and courteously.
• Maintain positive guest relations at all times.
• Updates group information, including enforcing drop dates. Maintains, monitors and prepares group requirements. Relays information to appropriate personnel.
• Reviews and completes daily credits report.
• Enforces all cash-handling, check-cashing and credit policies.
• Wears professional dress at all times and requires all associates to wear uniforms at all times.
• Uphold the hotels commitment to genuine hospitality.
• Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily room count. Monitor selling status and pick up of rooms and group blocks daily.
• Ensure implementation of all hotel policies and house rules.
• Operate all aspects of the PMS, including software maintenance, report generation and analysis, and simple configuration changes.
• Ensure logging and delivery of all messages, packages and mail in a timely and professional manner.
• Ensure that associates are, at all times, friendly, attentive, helpful, hospitable, and courteous to all guest, managers and other associates.
• Maintain required pars of all front office and stationary supplies.
• Review daily front office work and activity reports generated by night audit.
• Review front office log forms and guest feedback log forms on a daily basis.
• Ensure company profiles are organized, spelled correctly and not duplicated.
• Ensure rate and company codes are properly sought out and attached to folios.
• Attend revenue calls and strategy meetings.
• Oversee collecting accounts receivable and AR reports.
• Hold monthly department meetings and training sessions as necessary.
• Anything that contributes to a positive culture and the success of the hotel.
• Other duties as assigned.

Requirements :

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