Hotel General Manager (Focused Service)

JOB OVERVIEW

Manage the operations of the hotel to maximize profitability, ensure superior service and product quality, and drive brand and value initiatives, hotel performance, and the development of people.

DUTIES AND RESPONSIBILITES

· Manage day-to-day operations and assignments of the hotel. Plan and organize work, communicate goals and schedule/assign work. Comply with and advise staff of formal policies and procedures, identify options and resolve issues.

· Recommend and/or initiate salary, disciplinary, or other staffing/human resources-related actions in accordance with Company rules and policies. Alert Regional Operations of potentially serious issues.

· Meet or exceed Gross Operating Profit (GOP). Maximize room revenues and achieve Revenue Growth and Revenue Per Available Room goals. Anticipate and plan for market shifts.

· Be familiar with company accounting manual and ensure that all reports are submitted accurately and in a timely manner.

· Develop and monitor the performance of financial and operational plans/budgets and sales and marketing plans for the hotel which support the overall objectives of the corporation. Control labor and expenses in all areas of the hotel which support the overall objectives of the corporation. Generate well written commentary and correct departmental control issues.

· Generate and implement the annual Business Plan and Sales Plan in accordance with company guidelines.

· Achieve and maintain Overall Satisfaction Score (OSS) goals. Oversee the guest service function to ensure guest complaints are resolved appropriately in order to ensure complete guest satisfaction. Establish and implement superior VIP services and programs that meet and/or exceed the expectations of the hotel’s clientele.

· Achieve satisfactory results on internal audits and Self Assessment. Manage aging of receivables to ensure bad debt expense is at a minimum.

· Ensure that product quality standards are met in all areas of the hotel as it relates to the appearance, levels of maintenance and cleanliness. Establish and maintain preventative maintenance programs to protect the physical assets of the hotel. Achieve productivity and quality goals.

· Establish performance goals for employees and provide regular feedback. Develop a succession plan to ensure adequate future bench strength. Ensure all staff is properly trained and have the tools and equipment needed to effectively carry out their job functions.

· Ensure a safe and secure environment for guests, employees and hotel assets. Establish and achieve Workers Compensation and safety compliance goals. Comply with all standards and inspection requirements.

· Develop and maintain rapport with key community contacts to ensure a visible presence in the local community. Become acquainted with and maintain contacts with all top hotel accounts through personal sales calls on each of them.

· Promote teamwork and quality service through daily communication and coordination with all departments’ regional contacts, and corporate office.

· Perform daily room inspections to insure cleanliness, efficiency and guest satisfaction. Work all departments daily to monitor and ensure performance in accordance with company guidelines.

· Obtain approval from supervisor before signing any contract. You are not authorized to authorize contracts without approval.

· Interact with outside contacts:

o Guests – to ensure their total satisfaction

o Owners and/or Principals – regarding operation updates and current issues

o Vendors – to ensure adequate inventory of supplies and equipment , to discuss pricing or servicer issues, to resolve any vendor performance issues, etc

o Regulatory agencies – regarding safety and compliance matters

o Other contacts as needed (Professional organizations, community groups, local media)

· Perform other duties as assigned.

QUALIFICATONS AND REQUIREMENTS

· Bachelor’s degree in Hotel Administration, Business Administration or equivalent, plus experience in operations or some prior general management experience, or an equivalent combination of education and experience. Type and level of experience required may vary slightly based on size and complexity of operation. Must speak fluent English. Other languages preferred.

This job requires an ability to perform the following:

· Standing and moving about the facilities

· Carrying or lifting up to 25 pounds

· Using a keyboard to generate correspondence, reports, etc

· Handling objects, products, and equipment

· Computer skills including: email, excel, word, PowerPoint and brand-related software

· Valid driver’s license

· Communications skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with guests, employees and third parties that reflects highly on the hotel, the brand and the Company.

· Reading and writing abilities are utilized often when completing paperwork and management reports, interpreting results, giving and receiving instructions, and training.

· Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances are utilized frequently.

· Problem solving, reasoning, motivating, organization and training abilities are used often.

· Ability to travel to attend workshops, tradeshows, conventions, etc.

· May be required to work nights, weekends, and/or holidays.

The statements in this job description are intended to describe the essential nature and level or work being performed. They are not intended to be ALL responsibilities or qualifications of the job.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Holidays
• Monday to Friday
• On call
• Weekends as needed

Work Location: In person