General Manager

Summary

This position is primarily responsible for overseeing all aspects of Property Management in accordance with HDG Hotels Legacy Division's vision and mission statement and core values. Those aspects include maximization of financial performance, guest satisfaction, and staff development within established quality standards. The General Manager is also responsible for the hiring and training of all hotel staff. As a leader, must be a self-starter and understand the position requires 24-hour availability.

Essential Duties And Responsibilities

• Core duties and responsibilities include the following. Other duties may be assigned.
• Recruiting, training, mentoring, retaining and supervising staff.
• Managing budgets using M3 Declining checkbook and maximizing revenues. Review weekly and monthly STR reports to ensure hotel performance.
• Engage with Director of Revenue Management for monthly SOAR calls in addition to daily rate changes and inventory updates as needed.
• Verify KPI data, maintaining statistical and financial records.
• Oversee all maintenance and property improvement projects to minimize guest impact.
• Planning maintenance work, events, and room bookings.
• Reply to guest cases from the brand, reply to all Medaliia and social media reviews and ensure that on property complaints from guests are logged in Quore and responded to within 24 hours.
• Handling customer complaints and queries.
• Promoting and marketing the business.
• Ensuring compliance with health and safety legislation and licensing laws.
• Meeting daily with each department in the department's primary work area to check-in with team members within different divisions of the property.
• Perform administrative duties in the office such as payroll, bank deposits, and follow up on operational checklists and safety training.
• Have a staff training meeting with team members as appropriate to maintain exceptional service levels for guests and within the team.
• Inspect guest rooms and "back of house" areas to ensure brand and company standards are being met.
• Walk/be present on property, especially during shift changes, to ensure daily priorities are communicated, which will equip individuals and the team for success.
• Work with your Director of Sales to promote and market the hotel, attend any local events as the face of the hotel. Be the leader of sales on property with training and mentoring staff to actively engage in the sales process at all levels.
• Reply to payables and ensure invoices are correctly coded to this line.
• Use HLO for Labor Management.
• Always maintain professional attire.
  
  

Attendance

Must be punctual and timely in meeting all requirements of performance, including, but not limited to, attendance standards and work deadlines; beginning and ending assignments on time; and scheduled work breaks; where applicable.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

Intellectual

• Analytical - Designs workflows and procedures.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations.
• Project Management - Coordinates projects; Communicates changes and progress; Completes projects on time and budget; Manages project team activities.
• Technical Skills - Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
  
  

Interpersonal

• Internal and External Customer Service - Manages difficult or emotional situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• External Working Relationships – Develops and maintains courteous and effective working relationships with clients, vendors and/or any other representatives of external organizations.
  
  

Leadership

• Change Management - Develops workable implementation plans; Communicates changes effectively; Builds commitment and overcomes resistance; Prepares and supports those affected by change; Monitors transition and evaluates results.
• Delegation - Delegates work assignments; Matches the responsibility to the person; Gives authority to work independently; Sets expectations and monitors delegated activities; Provides recognition for results.
• Managing People - Includes staff in planning, decision-making, facilitating and process improvement; Takes responsibility for subordinates' activities; Makes self-available to staff; Provides regular performance feedback; Develops subordinates' skills and encourages growth; Solicits and applies customer feedback (internal and external); Fosters quality focus in others; Improves processes, products, and services; Continually works to improve leadership skills.
• Create a work environment that is respectful of diversity, minimizes turnover and cultivates a culture of leadership development.
  
  

Organization

• Business Acumen - Demonstrates knowledge of market and competition; Aligns work with strategic goals; Analyzes market and completion and adapts strategy to changing conditions.
• Cost Consciousness - Works within approved budget; Develops and implements cost saving measures.
• Business Necessity – The needs of the employer may be dependent on responding to and anticipating rapidly changing external and internal demands in all aspects of how business is conducted. This may include, but is not limited to, organization structure, finances, goals, personnel, work processes, technology, and customer demands. Therefore, it may become necessary to make modifications to how business is conducted, and work is accomplished, with minimal or no advance notice to employees. Accordingly, the employee must be capable of adapting, with minimal or no advance notice, to changes in manner business is conducted, and work is accomplished, with no diminishment in work performance.
• Safety and Security –All employees are responsible for observing safety and security procedures as applicable and reporting potentially unsafe conditions to management.
  
  

Supervisory Responsibilities

Directly supervises employees in the Front Desk, Maintenance, Housekeeping, Laundry, and Breakfast Department. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education And/Or Experience

High school diploma or general education degree (GED); or one to three years related experience and/or training; or equivalent combination of education and experience.

Language Skills

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public.

Computer Skills

To perform this job successfully, an individual should have knowledge of: Internet Software; Spreadsheet Software (Excel); Word Processing Software (Word); Electronic Mail Software (Outlook); Presentation software (PowerPoint).

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job and all other jobs within the hotel. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee is frequently required to talk or listen. The employee is occasionally required to stand, walk, sit, use hands to finger, handle, or feel, reach with hands and arms, stoop, kneel, crouch, or crawl, taste, or smell.

The employee must occasionally lift and/or move up to 25 pounds.

Specific vision abilities required by this job include close vision, distance vision, color vision.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate but can vary.

Full benefits available. Medical, Dental, Vision, life insurance, 401-K with match up to 4%. Bonus available.

Send work history and resume to marcy.galnor@hdghotels.com

PI260682985