Hotel General Manager

TITLE: General Manager
LOCATION: 250 Main Hotel, Rockland, ME
REPORTS TO: Director of Operations (DO) Migis Hotel Group

JOB SUMMARY:

The Hotel General Manager is responsible for the overall success of the hotel, ensuring guest satisfaction, operational efficiency, and financial performance. This role oversees all departments including front office, housekeeping, maintenance, food and beverage, sales, and administration. The GM leads the team to deliver exceptional service while achieving business goals and maintaining brand standards in an attentive, friendly, efficient, harmonious and welcoming manner.

SUMMARY OF ESSENTIAL JOB FUNCTIONS:

• Ensure that each guest experience exceeds expectations. Interface with guests on a daily basis and resolve any concerns that may arise.
• Directly oversee the facility operations including guest services, housekeeping, maintenance, sales, food and beverage and human resources.
• Responsible for the direct supervision of above departmental employees while working in conjunction with the MHG DO to ensure resolution to any and all employee related challenges while adhering to the property and MHG policies.
• Recruit, hire, train, review and discipline departmental personnel up to and including termination. Ensure employee paperwork is filled out and communicated appropriately.
• Promote proper orientation, job and safety training.
• Establish proficiency with Property Management System and address any deficiencies.
• Provide all daily, weekly and monthly departmental reports as required.
• Respond to all events and sales inquiries.
• Immerse yourself in the community, create strong business ties with community leaders, and develop programs for the property to leverage these relationships.
• Ensure procedures are followed for security of monies, credit and financial transactions, and guest security.
• Conduct routine inspections of the entire property throughout shift to ensure the appearance of such areas reflects highly on the hotel, brand and company.
• Establish annual rates with Revenue Manager and MHG DO.
• Execute the annual budget as provided by MHG.
• Develop, implement, monitor and control sales rate strategies. Update and manage selling strategies and product information in all available distribution channels and reservation sources (PMS, website, Chamber of Commerce websites, GDS) Conduct ongoing competitor price and product analyses to ensure proper rate positioning and product offering relative to competition.
• Maximize room revenue with strong selling practices. Provide creative thinking to constantly improve the hotel products and services.
• Responsible for the collection and accountability of all relevant revenues.
• Fiscal responsibility in scheduling. Control labor cost based on hotel occupancy, labor percentages and service expectations.
• Ensure front desk staff have working knowledge of current promotions, rates, room and property descriptions
• Plan, design, and direct work, addressing complaints and resolving problems. Elevate employee performance through motivation, encouragement and timely and direct feedback.
• Implement and maintain a guest feedback program with timely responses to all feedback on paper and online, as well as analyze guest feedback cards and report to DO on guest requests into improvements, while communicating all guest concerns to appropriate department managers for follow-up.
• Foster a positive, productive and cooperative work environment between staff and management.
• Maintain 2 weeks of departmental schedules. Practice fiscal responsibility in scheduling while balancing the needs of the guest to hotel occupancies and labor budget.
• Perform monthly inventories of all supply needs and ensure that all supplies are on hand and balanced to the needs of business.
• Control operating expenses through good practice, awareness, and controls.
• Lead a weekly managers/department-head meeting.
• Ensure proper maintenance, operation and training of all departmental systems including PMS, printers, telephones and timeclock.
• Protect the assets of the property and MHG.

MINIMUM REQUIREMENTS:

• Must be eligible to work in the United States of America.
• Must be at least 18 years of age.
• Excellent written and verbal communication skills, conveying information and ideas clearly
• Proficient in computer software including Microsoft Office.
• Proficient with RMS or similar Property Management System.
• Knowledge of and ability to utilize of Social Media to promote the property.
• Must be able to work with and understand financial information.
• Strong analytical skills.
• Be able to work with a variety of colleagues and guests.
• Be able to take and give direction.
• Must be neat, courteous, flexible and extremely detail oriented.
• Must enjoy and be able to meet the public with poise.
• Ability to remain calm, courteous, and professional with demanding guests and in difficult situations.
• Must be able to show initiative in job performance, including the anticipation of what needs to be done before it becomes necessary.
• Must be able to meet deadlines.
• A team player, that is flexible and willing to help support MHG’s goals and the ability to support other hotels rooms operations.
• Ability to work a varied schedule that is dictated by our guest demand and may include evenings, weekends and holidays.
• 3 plus years of experience as General Manager in the rooms division with increasing responsibilities.

ABILITIES REQUIRED:

• Frequent walking, bending, balancing, stooping, reaching, pushing, lifting, manual dexterity and repetitive motions.
• Stair climbing.
• Know who to notify in case of broken equipment or unsafe/unsanitary conditions.
• Manually handle/lift/carry product up to 25 pounds between knee and shoulders.
• Must have bilateral fine manipulation of both hands which may be repetitive throughout shift.
• May be vertically mobile for entire shift.
• Schedule varies according to operational needs; may include early mornings, evenings, overnights, weekends, holidays, and split-shifts.
• Hazards include, but are not limited to stress, lifting injuries, exposure to unsanitary materials, slips, and tripping.

DISCLAIMER
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required or personnel so classified. All persons may be required to perform duties outside of their normal responsibilities from time to time, as needed.