Hotel General Manager

JOB TITLE: General Manager

POSITION SUMMARY

This position is responsible for managing daily hotel operations to achieve planned goals for revenue

and profit (i.e., IOC) while maintaining standards for guest satisfaction, employee satisfaction, quality

assurance and asset protection; provide leadership, training, direction and support to hotel employees;

maintain a high-quality product.

ESSENTIAL JOB FUNCTIONS

Revenue Management:

Provide the Revenue Management Department with information that includes a market analysis

of competitors’ rates by market segment for weekday and weekend and a forecast of local

market conditions and special events that may impact occupancy and or rate.

Support sales efforts as directed by the DOO/COO and the corporate sales team.

Ensure that front desk staff is kept informed of rate structure and know how to implement yield

management policies and procedures.

Train front desk staff to successfully perform all front office operations, revenue management

and central reservation procedures.

Train front desk staff to successfully perform selling techniques and procedures for current

promotions.

Achieve maximum revenue.

Financial Results:

Provide input to the annual budget by forecasting changes in operating expenses and labor cost.

Use business forecasts to manage costs by scheduling labor in accordance with staffing

guidelines, control other expenses in accordance with business demand levels and control utility

expenses in accordance with energy management and building operations standards.

Based on forecasted monthly revenue, adjust controllable expenses to maintain profit margins

and achieve planned monthly IOC; explain the causes for budget variances of controllable

expenses and take corrective action to avoid future occurrences and adjust spending to

eliminate variances.

Protect the company’s financial assets by properly administering company policies and

procedures for handling cash, credit cards, accounts payable, accounts receivable payroll and all

other financial transactions. Also, properly administer company policies and procedures for

protecting the safety of guests and employees.

Receive satisfactory scores from DOO/COO, mini audits and take action to correct any

deficiencies.

Execute company policies and procedures for purchasing.

Execute daily bank deposits and take to bank at least 3 times a week.

Guest Satisfaction

Train staff to successfully perform guest service procedures in accordance with company

standards (e.g., greeting, scripts, pre-assignment of rooms, etc.).

Train staff to successfully perform all functions for guest service and for handling upset guests

who are dissatisfied with the products and services they received. Personally, handle difficult

situations involving upset guests. Attempt to resolve all issues of poor guest service before

guests leave the property.

Personally, respond to guest complaint letters, Guest Assistance Contact Forms and comment

cards in accordance with company standards.

Manage the 100% Guarantee process in accordance with standards and eliminate service issues

that result in repeated invocations of the guarantee.

Manage the Returns (i.e., frequent guest rewards program) in accordance with company policies

and procedures.

Receive satisfactory scores for GSS (i.e., guest satisfaction survey) and take action to correct any

deficiencies.

Employee Satisfaction:

Recruit, select, train and manage employees to deliver guest services and quality products that

will lead to achieving goals for revenue and profit.

Properly administer company policies and procedures for human resource management, payroll

administration, personnel transactions and fair treatment of employees.

Conduct wage surveys to provide input to annual budget and to ensure that the hotel is offering

competitive wages.

Train and develop assigned potential management candidates and trainees in accordance with

Human Resource programs and guidelines.

Provide leadership by conducting business in a professional manner and in accordance with all

company policies including standards of conduct, business ethics and conflicts of interest.

Receive satisfactory scores for AOS and take corrective action to correct any deficiencies and

maintain an acceptable level of employee turnover.

Product Quality:

Ensure a satisfactory guest experience and protect the company’s physical assets by maintaining

the physical condition of the hotel in accordance with established quality control standards.

Manage the preventative maintenance and quick-fix programs in accordance with company

standards.

Support efforts of Construction and Facilities Services Department as directed to assist in the

review of any capital needs at the property.

Receive satisfactory scores for product quality as measured by GSS and the BSA program and

take action to correct any deficiencies.

MIMINUM EDUCATION:

Bachelor’s Degree in Hotel/Restaurant Management or Business is a plus. Equivalent experience

is acceptable.

MINIMUM EXPERIENCE:

2-5 years as General Manager or other hotel management role.

MINIMUM SKILL REQUIREMENTS:

Must have knowledge of a variety of computer software applications in word processing and

spreadsheets. Word, Excel, Power Point and Access.

Must have effective oral and written communication skills.

Must have good analytical skills and decision-making ability.

Must be able to work independently and multi-task, prioritizing as appropriate.

Obtain any locally required certifications.

PHYSICAL, MENTAL AND ENVIRONMENTAL DEMANDS

Must be able to sit or stand for long periods of time.

May be required to do light lifting or carrying.

Capable of working in a fast-paced environment and in stressful situations.

Must respond to multiple task interruptions and still provide service to internal and external

customers in a professional and courteous manner.

Must always have a high quality of appearance standards.

May be required to walk for long periods of time.

Must be able to travel.

Requires good vision.

Must possess a valid driver’s license and a personal vehicle.

modified or changed. I accept the responsibility for knowing the modifications and or changes in this job

description. I can perform the essential functions of this job as listed above, with or without reasonable

accommodation.

Pay: $45,000.00 - $55,000.00 per year

Benefits:

• Employee discount
• Paid jury duty
• Paid time off
• Professional development assistance

Work Location: In person

Salary : $45,000 - $55,000