GENERAL MANAGER

Job Purpose: To manage a hotel’s operation and maintain established cost and quality standards in order to ensure superior service and maximize profits.

Job Responsibilities:

• Develop short term and long term financial and operational plans for the hotel which support the overall objectives of the company. Prepare the annual hotel budget.
• Monitor the performance of the hotel through verification and analysis of guest satisfaction systems and monthly financial reports. Initiate corrective action.
• Maintain product and service quality standards by conducting ongoing evaluations and investigating complaints. Initiate corrective action.
• Implement and maintain local and national sales/marketing programs.
• Establish and maintain a pro-active human resource function to ensure employee motivation, training and development, wage/benefit administration and compliance with established labor regulations.
• Establish and maintain applicable preventative maintenance programs to protect the physical assets of the hotel.
• Maintain a security function to protect the assets of the hotel and the personal safety of employees and guests.
• Implement/maintain two-way communication systems that cross departmental lines to reach all employees.
• Develop new programs which result in an increased level of guest satisfaction and operational excellence.
• Manage in compliance with established company policies and procedures and local, state, and federal laws and regulations.
• Reward employees who meet or exceed guest expectations.
• Other duties as assigned.

Job Skills:

• Computer skills to include word processing, spreadsheet, and familiarity with brand specific property Management System(s).
• Ability to exercise excellent communication, presentation, organization, time management and listening skills.
• Ability to use analytical skills for measuring business potential and value to the hotel.
• Ability to successfully interact with all levels of customers and hotel management.

Management Activities:

• Interview, select and train associates
• Set and adjust associates’ rates of pay and hours of work
• Direct the work of associates
• Appraise associates’ productivity & efficiency to recommend promotions or other changes in status
• Handle associate complaints
• Discipline associates
• Plan the work
• Determine the techniques to be used
• Apportion the work among associates
• Determine materials, supplies, machinery, equipment or tools to be used or merchandise to be bought, stocked & sold
• Control the flow and distribution of materials or merchandise and supplies
• Provide for the safety and security of the employees or the property
• Plan and control the budget
• Monitor or implement legal compliance measures
• Customarily and regularly direct the work of at least 2 or more full-time associates or their equivalent (1 full-time associate at 40 and 2 half-time associates at 20 hours each, are equivalent to 2 full-time associates).
• Authority to hire or fire other associates, or makes suggestions and recommendations as to the hiring, firing , advancement, promotion or any other change of status of other associates are given particular weight.

Discretion & Independent Judgment:

• Develops new programs which result in an increased level of guest satisfaction and operational excellence
• Prepares the annual hotel budget.
• May deviate from established procedures to modify strategies that will enhance revenues effectively.
• Modifies strategies that will enhance revenues.
• Develops short term and long term financial and operational plans for the hotel which support the overall objectives of the company.
• Investigates complaints and maintains product and service quality standards by conducting ongoing evaluations and initiates corrective action.
• Makes an independent choice to develop sales action plans and evaluate trends to modify strategies that will enhance revenues.

Physical Requirements:

• Ability to speak and hear in English. Close and distance vision. Frequent sitting with some walking and standing. Frequently lifts/carries up to 10 lbs. Continual use of manual dexterity and gross motor skills with frequent use of bi-manual dexterity and fine motor skills.
• Additional physical & visual requirements
• Walk extended distances
• Able to work overtime and irregular hours

Working Conditions:

• Continually works in normal office conditions and in close proximity to others.

Education - Bachelors degree in Hotel Management.

Experience - Minimum 2 years experience as an AGM. 3 years hotel operations experience in a supervisory capacity. 2 years experience in direct sales or retail trade; OR, an equivalent combination of education and experience.

Licenses/Certifications - Possess a valid driver’s license and be able to drive to customer appointments.