Description

Position Summary:

The General Manager is fully responsible for all aspects of the operations hotel, including revenue strategies, compliance with brand standards of operation, strategic and operational planning to ensure the hotel’s ability to meet contractual obligations with clients, vendors and franchiser. The General Manager formulates and executes an operating strategy that meets budget guidelines and quality benchmarks for the hotel.

The General Manager ensures compliance with brand and hotel Life Safety procedures, QA Audit standards, PEP and all appropriate HR practices (screening, hiring, coaching and development, termination, evaluation, policies) as outlined in the Winwood Hospitality Group Operations Manual.

The General Manager also understands the operation of all systems critical to the day to-day operations of the hotel and ensures that necessary certifications are current and held by the appropriate individuals (Brand mandated certifications, SERV Safe, CARE, CPR, Pool Operator, etc.). The General Manager must understand how the standards of our hotels and Hilton Worldwide dictate the level of pre-planning, warm welcome and personal attention that must be delivered to each of our guests.

The General Manager plays key roles in regular property inspection, Accounts Receivable, Quality Assurance and Training Tracking. The General Manager participates in Hampton brand sharing of best practices, refinement of procedures, loyalty program enrollment and enhancements. The General Manager is the final resource in resolving guest or client service recovery issues at the hotel level.

Qualifications

ESSENTIAL JOB FUNCTIONS:

1. Business Performance: responsible for overall performance of the hotel to include, but not limited to: P&L Management, brand standards compliance, compliance with all local and state laws, labor, inventory, and cost management.
2. Personal: timely completion and staying current on all brand mandated training and certifications for Managers; exemplify the concepts of integrity, personal responsibility, and accountability; highly professional in behavior, communication, attire; demonstrate an understanding of quality, consistency, and attention to detail as it relates to our industry. Represent the hotel by local community involvement.
3. Hotel strategy: hiring, training and performance management such that the overall expertise and capability of our team is continuously improving (metrics: SALT, QA, TripAdvisor, payroll efficiency). As our team evolves, manage the process so that we incorporate additional skills, knowledge, best practices so that our team as a whole evolves with the needs of the hotel and is better able to exceed the expectations of our guests & clients.
4. Ensure implementation of a new-hire / on-boarding / training process so that all brand mandated training (QA) and hotel specific training is tracked and completed.
5. Follow the New Hire process as established by the hotel, and complete necessary safety training and briefings.
6. Exercise judgment and direction in maximizing revenue, working with other hotels in the market and resolving any guest issues within hotel parameters (an immediate resolution that is acceptable to the guest is always preferred).
7. Operational strategy: coordinate property efforts to execute anticipated business needs within budget target expenditure levels. Understand the job descriptions and duties of each department manager and supervisory position and the essential roles that they must play.
8. Understand the interrelationship and communication that must exist between hotel departments so that we can consistently exceed the expectations of our guests.
9. Understand the need to balance expenses vs budgets and forecasts, both in payroll and operating expenses. Monitor inventories and order necessary operating supplies.
10. Leadership and Training: Maintain a continuing program of meetings, training and development so that we can manage transitions effectively. Administer periodic incentive programs designed to encourage specific behaviors on the part of our team.
11. Accounts Receivable: working with the Sales Managers and Front Office teams to ensure timely generation of invoices, posting of payments; monitor aging and keep the A/R current.
12. Confidential and Proprietary Information Security: ensure that brand and company policies for information security (documents and electronic) are consistently adhered to.
13. Liaison with key contract support vendors: fire panel, sprinkler system, A/V, landscaping telephone system and other vendors for maintenance of essential systems.
14. Vehicle maintenance and liability: if applicable, ensure that vehicle maintenance logs are maintained, safety inspections and maintenance performed, drivers authorized through insurance provider and meet minimum requirements for safe driving.
15. Highlight pertinent information to teams re: special operational needs, VIPs, group arrival, transportation needs, planning for special departures (late departures, luggage storage, transportation), special Internet access codes, weather preparation, anticipated challenges. Lead a minimum of one huddle per department per week.
16. Directly deal with any guest or client issues as appropriate. Respond to SALT and TripAdvisor postings according to Winwood guidelines.
17. Monitor hotel facilities by conducting periodic inspections of guest rooms and public areas, business centers, swimming pool, lobby and breakfast area, parking lots and lighting, outdoor areas, and the like.
18. Contribute to a team culture that fosters continuous improvement, mutual cooperation, loyalty & stability, superior service to guests and team alike.
19. Ensure that brand standards of operations, safety, and services are maintained at all times.
20. Ensure that financial control procedures for cash, vouchers, inventories, and receivables are followed consistently.
21. Ensure SALT standards by monitoring effectiveness of Guest Service Departments: Breakfast, Housekeeping, Engineering.
22. Coordinate with Engineering Team for responsiveness to guest needs and to maintain all aspects of the hotel in a like new condition.

ADDITIONAL RESPONSIBILITIES

Exercise complete direction of the hotel’s departments and contribute to the hotel’s primary goal of providing hospitality and exceed guest expectations for levels of service, quality, consistency and attention to detail all team members are evaluated against this standard. Be aware of, act on and/or report any issue that affects the safety of guest or team member. A hotel operates 365 days a year, 24 hours a day. During the course of your job, you may need to assist in areas of the hotel or with projects outside of your typical work areas.

Know why competitors are successful in our market and be able to directly market/sell against that competitor. Understand the parameters within which to make rate decisions based on occupancy levels, and when to consult with the company or revenue manager.