We are currently seeking an experienced and driven General Manager to lead our team at our beautiful boutique hotel located in New Orleans, Louisiana. As the General Manager of The Mercantile Hotel, you will be responsible for all day-to-day hotel operations while providing impactful leadership and support to the team. If you see yourself working for a very dynamic company this is the place for you!

JOB SUMMARY

This role functions as the primary strategic business leader of the property with responsibility for all aspects of the operation. The General Manager ensures implementation of service strategies and initiatives with the objective of exceeding our guest expectations. Builds relationships with key customers and is involved in the sales process.

Essential Duties and Responsibilities:

• Always approaches all interactions with guests and employees in a friendly and service-oriented manner by maintaining a positive demeanor.
• Promotes a positive and caring work environment by addressing and resolving any conflict in a calm and poised manner.
• Oversees the operations of the hotel.
• Always remains readily accessible to guests and employees.
• Ensures full compliance to Hotel operating controls, SOP’s, policies, procedures and service standards.
• Leads all key property issues including capital projects, customer service and refurbishment.
• Handles complaints and oversees the service recovery procedures.
• Responsible for the preparation, presentation, and subsequent achievement of the hotel's annual operating budget.
• Manages on-going profitability of the hotel, ensuring revenue and guest satisfaction targets are met and exceeded.
• Maintains a strong understanding of P&L statements and the ability to react with impactful strategies.
• Ensures that monthly financial outlooks for Rooms, Food & Beverage, Admin & General, and Property Operations are on target and accurate.
• Responsible for overseeing and managing all departments and working closely with department heads daily, ensuring career progression and development.
• Responsible for abiding to Occupational Health & Safety Act, fire regulations and other legal requirements.
• Makes reservations and check-in and check-out guests as needed.
• Be aware of the availability of rooms at the hotel on any given day to ensure revenue is maximized.
• Monitors all no-show charges, addresses and resolves all credit card discrepancies, and processes chargebacks.
• Conducts routine inspections of the public areas of the hotel daily, weekly, and monthly, recognizing and correcting any potential safety hazards and addressing cleanliness issues.
• Ensures property, grounds, physical plant, and works areas maintained to standard.
• Solicits guest feedback regarding hotel services and facilities and takes corrective action to solve any deficiencies.
• Monitors the Guest feedback on Trip advisor, OTA's etc. and hotels GSTS and RSTS surveys.
• Review employee performance and conducts disciplinary actions and terminations.
• Maintains accurate records including cash flows sheet, guest floor limit, AR Ageing reports, Direct billing, etc.
• Investigates, reports, and coordinates all hotel accidents that are employee and guest related.
• Aids in the selection and continuous training of staff to provide high quality service to guests.
• Responsible for updating availability information in the Property Management System as required.
• Covers shifts of all departments as needed.
• Ensures hotel staff is provided with uniforms and name tags,and upholds property grooming standards.
• Maintains contact lists for all staff, vendors, and any emergency situations.
• Prepare and process invoices for all departments.
• Ensures team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.
• Has a good knowledge of all systems and standard operating procedures of Front Office.
• Performs any other duties as assigned by management.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Ability to Relocate:

• New Orleans, LA 70130: Relocate before starting work (Required)

Work Location: In person