Hotel General Manager

Overview
We are seeking a dedicated and experienced Hotel Manager in the Raleigh-Durham MSA. This position is responsible for revenue generation to meet or exceed budget, cost control, maintaining operating and brand standards, daily duties, scheduling, supervision and monitoring, leadership, and individual effectiveness. This position knows the daily operation of each department within the hotel and establishes and maintains a positive employee climate to meet or exceed guest expectations.

Duties
- Oversee all hotel operations, including front desk management, housekeeping, and maintenance.
- Develop and manage budgets to ensure financial efficiency and profitability.
- Provide exceptional guest services by addressing inquiries, resolving complaints, and ensuring guest satisfaction.
- Supervise and train staff in various departments, fostering a positive work environment.
- Implement effective human resources practices, including hiring, training, and performance evaluations.
- Maintain high standards of customer service across all guest interactions.
- Ensure compliance with health and safety regulations while maintaining hotel facilities.
- Coordinate with other departments to enhance overall guest experience and operational efficiency.
- Utilize phone etiquette skills to handle reservations, inquiries, and customer feedback professionally.

Responsibilities

Property Audits

• Ensuring the property is prepared at all times for the quality assurance audit and has a full knowledge of all standards for the brand
• Reviewing and walking through a weekly property audit with Chief Engineer and Executive Housekeeper and having a minimum number of property audit corrections
• Knowledge of and ensuring implementation of all company shopping and telemonitoring programs

Revenue Management

• Understands the role and knows how to manage all sources of revenue (e.g. rooms, food and beverage, telephones, etc.) Knows local market segments (sources of business).
• Utilizing multiple tools and resources to maximize room revenues and can accurately analyze market mix
• Accurately forecasting occupancy, average rate, and revenue
• Adjusting rates based upon market position and demand and developing an effective program targeted to specific market segments
• Meeting or exceeding hotel revenue goals

Marketing/Business Planning

• Developing and implementing marketing plans based on position in market. Directing effective advertising, public relations, promotions programs, social media, and review sites.
• Incorporating key customer groups and market segments into action plans. Revising marketing strategies for changes in competition and market conditions. Using

available resources (e.g. market surveys and hotel history) for business plan.

• Accurately predicting the impact of existing and potential competitors on the existing market. Reacting quickly to changing market conditions.

Sales Management

• Taking direct responsibility for sales and approving sales action plans
• Knows key account executives and anticipates changes in key account needs and can

adjust sales strategy to meet them

• Consistently creating innovative sales ideas
• Knows the key accounts and monthly production levels for each sales person on the staff. Discusses weekly sales, production, bookings, and booking targets with sales staff
• Involving all key hotel managers in sales
• Approving monthly sales reports and submitting them to corporate management as required

Community Relations

• Maintaining active involvement in community and industry organizations
• Maintaining communication with competitive hotels, Convention and Visitor Bureau, and Chamber of Commerce
• Participating in community activities, employee activities, and guest events

Food and Beverage

• Ensuring franchise and health department inspection requirements are met
• Has a working knowledge of kitchen operations, such as food handling and preparation, sanitation, safety, maintenance of equipment, etc.
• Ensuring food and beverage marketing plan is implemented, including all outlets and catering/banquets
• Ensuring company standards of quality are maintained

Customer Service

• Is committed to making every guest happy. Responding promptly to guest complaints. Maintaining customer service as driving philosophy of property. Scheduling times daily to identify needs of guests. Meeting or exceeding complaint goals and maintaining hotel standards to meet guest needs.
• Ensuring new hires are trained
• Ensuring Manger on Duty program is in place and all managers participate

Budget/Financial Management

• Successfully meeting or exceeding budgeted profit margin of the hotel.
• Controlling expense, forecasting revenues/expenses, anticipating revenue/cost problems, and adjusting/maintaining the bottom line
• Producing financial reports accurately and on a timely basis
• Submitting annual budget on time with only minor revisions. Knows at all times where hotel stands against budget.
• Approving all direct billing accounts based on a thorough review of the credit application and reference information. Maintaining accounts to ensure timely billing and payment.
• Ensuring all cash control procedures are in place

Asset/Capital Management

• Managing physical assets including preventative maintenance programs
• Maintaining property to acceptable consumer standards budget
• Using ROI to justify capital budget request and executing capital projects within budget and on time

Human Resources Management

• Managing key managers and assuming direct responsibility for human resources, including progressive discipline activities, personnel documentation and files, sourcing, recruiting, training, selection, counseling, and motivation
• Monitoring employee scheduling and staffing levels. Approving timecards on a timely basis.
• Completing employee performance reviews on time
• Maintaining a positive work environment. Treating employees fairly, consistently, and with respect. Recognizing and rewarding excellent performance. Encouraging and promoting teamwork. Setting a positive example for all subordinates.
• Ensuring all key employees are on personal career development plans to consistently develop talent. Discussing and assisting

with departmental objectives.

• Ensuring all hotel employees know hotel goals.
• Conducting regular employee meetings and preparing and distributing meeting minutes
• Ensuring the hotel is in full compliance with all Federal, State, and Local laws pertaining to Human Resources, Employment, Wages & Hour, Occupational Health & Safety (OSHA), American Disabilities Act (ADA), Hazards Communication (MSDS), and any additional laws that may be applicable
• Ensuring all employees are fully trained in emergency procedures
• Ensuring key control procedures are in place and are followed
• Continually supporting and promoting the company’s history, culture, work, and environment
• Effectively delegating projects and duties

Corporate Office Relations Management

• Maintaining favorable relations with Corporate Office staff by responding to Corporate Office staff questions/requests.
• Developing respect and trust with Corporate Office staff. Anticipating Corporate Office staff requests and consistently supplies accurate and timely financial and operating data.
• Gives Corporate Office staff accurate and reliable information and completes all month end reports accurately and on time.
• Regularly communicates with Corporate Office staff.
• Submitting incident reports by the next business day
• Taking appropriate action in response to insurance carrier recommendations sent by the Corporate Office

Requirements

• Prior supervisory and hospitality experience are required
• Prior hospitality management experience with Hilton Brand is strongly preferred
• Ability to plan, organize, and lead the activities of others
• Excellent interpersonal and relationship building skills
• Excellent time and project management skills
• Customer-service oriented
• Strong multitasking and organizational skills
• Strong problem solving and critical thinking skills
• Strong initiative and work ethic
• Strong attention to detail
• Ability to work in a fast-paced environment
• Excellent communication skills – verbal and written

EOE - All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, disability or veteran status.

Job Type: Full-time

Benefits:

• Employee discount
• Flexible schedule
• Paid time off

Schedule:

• Holidays
• Monday to Friday
• Weekends as needed

Ability to Relocate:

• Durham, NC 27701: Relocate before starting work (Required)

Work Location: In person