Position: GENERAL MANAGER

Reports to: Regional Director of Operations

Division: Admin & General

Department: Executive Office

Classification: Exempt

SUMMARY:

The General Manager oversees all aspects of property management and hotel operations including: guest relations, front desk, housekeeping, maintenance, finances, team building, and staff development. The General Manager must possess strong communication skills, both verbal and written, and demonstrate outstanding leadership. The manager must be able to delegate responsibilities, organize complex projects, and establish priorities consistent with hotel objectives and in accordance with the company mission statement.

GENERAL RESPONSIBILITIES:

• Performs the role of “Standard Bearer”, ensuring that each criteria in Global Hotel Group (GHG) and current “GHG’s Basics” are communicated, understood, achieved and maintained by hotel staff. 
• Performs each criteria as contained in GHG’s then-current “General Manager’s Standard Operating Procedures”in a satisfactory manner. 
• Performs each criteria as contained in GHG’s then-current “General Manager’s Standard of Performance” in a satisfactory manner. 
• Creates an operating environment that assures consistent guest satisfaction. 
• Have a thorough knowledge of the property and community.
• Have a thorough knowledge of the room types and differences between them.
• Monitors the performance of the hotel through verification and analysis of guest satisfaction systems and financial reports. Initiates corrective action. 
• Maintains product and service quality standardsby conducting ongoing evaluations and investigating complaints. Initiates corrective action. 
• Executes marketing, sales, and operational activities, producing results that meet or exceed the hotel’s business plan. 
• Understands the government regulationsaffecting hotel’s operations, ensuring hotel is operated in compliance with all applicable laws, ordinances, regulations, and requirements of any federal, state or municipal authority. 
• Deals with the general public, guests, employees, union and government officials with tact and courtesy. 
• Accepts full responsibility for managing an activity. 
• Takes an active role in the overall Sales Effort at the property and attend the required Brand Training to ensure that we are properly positioned in the market to be the Top Performer and Leader for our Brand. 
• Maintains an appropriate level of community public affairs involvement.
• Ensure all equipment is maintained in accordance with service standards. Resolve any outages in a timely manner.
• Maintain downtime procedures to ensue no revenues are lost during equipment outages.
• Ensure coverage for all Assistant General Manager responsibilities in the event there is no one in that position.
• Other duties as created and assigned. 

FINANCIAL RESPONSIBILITIES:

• Develops accurate and aggressive long and short-range financial objectivesconsistent with the Company's mission statement. 
• Prepares financial reportsfor management that clearly explain operational effectiveness, trends and variances. 
• Have a thorough knowledge of Accounting processes, including accounts payable and accounts receivable.
• Manage payroll and timekeeping systems, including ensuring employee data, hours and salary are entered correctly, ensure weekly timecards are accurate and properly stored.

LEADERSHIP & MANAGEMENT OF STAFF:

• Typically, directly supervises 10 to 50 employees at the hotel, including all department heads. Indirectly supervises all hotel personnel. Carries out supervisory responsibilities in accordance with the Company’s policies, training programs, and applicable laws. Responsibilities include recruiting, interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
• Establishes and maintains a pro-active human resource functionto ensure employee motivation, training and development, wage and benefits administration, and compliance with established labor regulations. 
• Responsible for the hiring, training and discipline of all hotel staff.
• Must be thoroughly familiar with Employee Handbook and all policies and rules it contains.
• Must adhere to all work rules, procedures, and policies established by the company, including, but not limited to, those contained in the Employee Handbook, Safety Manual, and operating guides.
• Plans, schedules, and organizes the work of others. 
• Conduct regular staff or departmental meetings to review new procedures, emphasize safety practices. And solicit input from all employees.
• Maintain effective communication and information systems though logs, monthly meetings, coaching and counseling.
• Properly document all company policy violations as well as the documentation of any and all associate actions taken.
• Be knowledgeable of Company benefits, procedures, and administration. Ensure benefits are administered on a timely basis. 
• Promote teamwork and employee morale. 
• Assist employees in resolving work problems or issues.
• Ensure adherence to the Guarantee of Fair Treatment Policy.
• Initiate personnel actions, such as promotions, transfers, discharges, and disciplinary measures.

SAFETY & SECURITY RESPONSIBILITIES:

• Ensures good safety practicesof employees and guests, assisting in the maintenance of proper emergency and security procedures. Have a thorough knowledge of safety and emergency procedures. 
• Establishes and maintains applicable preventive maintenance programsto protect the physical assets of the hotel. 
• Implement company policies and provide a safe working environment by ensuring compliance with safety programs and job safety analysis.
• Practice safety standards at all times and be alert to hazardous conditions. Take action to correct any hazardous conditions immediately. 

QUALIFICATIONS:

• Bachelor’s Degree – Hospitality/Hotel Management or Business Administration preferred.
• A Certified Hospitality Administratordesignation is preferred, but not required.
• Minimum 4 years work experience. 
• Highly focused, have excellent written & verbal communication skills.
• Professional in appearance and presentation.
• Requires an occupationally-significant combination of vocational education, apprentice training, on-the-job training, and essential experience in less responsible hotel skill level and management positions. 
• Write routine reports, correspondence, business letters, summaries, and reports in English using prescribed format, and conforming to all rules of punctuation, grammar, diction, and style. 
• Computer Knowledge/Skills: MS Office, Yield Management Systemsprograms, PropertyManagement System(PMS) programs, Central Reservation Systemprograms, Payrollprograms, Company-issued internet browserprograms, Company-issued electronic mailprograms.
• Reasoning Ability:Apply common sense to carry out instructions in written, oral, or diagram form. Use mathematical skillsto interpret financial information and prepare budgets. Read and interpretbusiness records and statistical reports. Make business decisionsbased on production reports and similar facts, as well as experience and personal opinions.
• Strong management skills, ability to appropriately assign or delegate work and authority to others in the accomplishment of goals.
• Must be able to work effectively in a stressful environment, communicate well with others, effectively deal with guests, and accept constructive criticismfrom supervisors.
• Must be able to change activity frequently and cope with interruptions.
• Available to work when needed, including nights, weekends, and holidays.

Physical Demands: Requires bending, stooping, standing, sitting, walking, grasping, & repetitive motions and lifting weights up to 30 lbs.