What are the responsibilities and job description for the General Manager position at Holiday Inn Express - Hammond?
POSITION PURPOSE: DEPARTMENT: Administration and General
The General Manager is responsible for managing the daily operations of the hotel to deliver outstanding guest service and financial profitability. This role includes overseeing all hotel operations such as budgeting, forecasting, strategic planning, and ensuring compliance with brand standards. The General Manager will also act as the primary liaison with hotel owners and corporate entities. ESSENTIAL FUNCTIONS: (include the following. Other duties may be assigned.) ❖ Manage all revenue sources, including rooms, housekeeping, food and beverage, engineering, and other departments, ensuring profitability and strong interdepartmental relationships. ❖ Assist in the development and implementation of the Sales and Marketing Program and Quarterly Sales Strategy Reports. ❖ Actively participate in sales discussions, meetings, plans, and sales calls. Maintain knowledge of key account executives, business base, and monthly production levels for each sales team member. ❖ Engage in community and/or government affairs. ❖ Create the hotel's annual budget and monitor performance throughout the year. ❖ Oversee hotel operations through a hands-on approach, motivating employees, fostering development and retention, and conducting regular employee meetings. ❖ Ensure outstanding guest service and adherence to all brand standards. ❖ Protect the hotel's assets by enforcing and maintaining a preventive maintenance program. ❖ Adhere to all franchise and company procedures and regulations, including standard operating procedures. ❖ Comply with all corporate accounting procedures and prepare and submit operational reports to the corporate office/owners promptly. ❖ Inspect the property daily and enforce actions to ensure the hotel's safety, comfort, cleanliness, and guest satisfaction. ❖ Conduct daily huddles with all employees and hold weekly leadership meetings with a structured agenda. ❖ Select, train, and direct department managers, supervisors, and other employees, ensuring they are well-versed in all policies and procedures. ❖ Monitor performance, develop employees in their career paths, and conduct performance appraisals and personal development plans. Administer disciplinary measures and maintain confidential Human Resources files. ❖ Aggressively reduce accidents and minimize worker's compensation and unemployment claims. ❖ Maintain high visibility and be readily available to guests at all times, offering assistance or answering questions as needed. ❖ Fully understand and implement the brand service culture. ❖ Adhere to action plans and budget concepts, including revenue and cost controls. ❖ Ensure the realization, tracking, and adjustment of deviations from set goals. ❖ Develop actions for improvement and cost savings. ❖ Coordinate the management team's planning concerning time-tables, work schedules, recruitment, and employee training. ❖ Be available to work front desk shifts as needed (minimum two days) when occupancy is below 30%. ❖ Follow up on all guest complaints, incidents, and accidents, ensuring resolution. ❖ Maintain contact with public authorities regarding licensing and compliance. ❖ Attend monthly department employee meetings when possible. ❖ Perform other duties as required. ❖ Provide a professional image at all times through appearance and dress.
SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. ❖ Must be responsible, reliable, ethical, employee-centric, and customer-centric, displaying a positive and accommodating attitude when interacting with customers and employees. ❖ Excellent written, verbal communication, and interpersonal skills. ❖ Well-organized and detail-oriented. ❖ Ability to identify performance, productivity, and efficiency gaps and implement corrective measures. ❖ Strong multitasking skills. ❖ Capable of effectively leading and motivating a team. ❖ Proficiency in Microsoft Office applications. ❖ Previous sales experience is preferred. ❖ Must have a valid driver’s license and be able to operate a vehicle to meet with clients. 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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. ❖ Routinely stand and walk for long periods; may be required to sit for extended periods; use hands and fingers repetitively; view computer screens for prolonged periods; use office equipment, including a telephone; reach with hands and arms; stoop, kneel, or crouch; and frequently walk, climb stairs, talk, and hear. ❖ Regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds. ❖ Must be capable of using close vision, distance vision, and color vision effectively. ❖ Able to operate in mentally and physically stressful situations.
QUALIFICATION STANDARDS: ❖ Bachelor's degree in hospitality management, business administration, or a related field preferred; a master's degree or additional certifications can be advantageous. ❖ Several years of experience in hotel management or a similar role, with a proven track record in operations, staff management, and guest service. ❖ Strong ability to lead, motivate, and manage hotel staff, including experience in hiring, training, and performance evaluation. ❖ Expertise in budgeting, financial management, and cost control, with the ability to analyze financial reports and make strategic decisions. ❖ Comprehensive understanding of hotel operations, including front desk, housekeeping, food and beverage services, and maintenance. ❖ Exceptional guest service skills, with the ability to resolve guest issues effectively and enhance overall guest satisfaction. ❖ Excellent verbal and written communication skills, with the ability to interact effectively with guests, staff, and stakeholders. ❖ Strong problem-solving and decision-making abilities, with a proactive approach to managing and resolving operational challenges. ❖ Knowledge of marketing strategies and sales techniques to drive occupancy rates, revenue, and market presence. ❖ Understanding of hotel industry regulations, including health, safety, and employment standards. ❖ Familiarity with hotel management software and systems, such as Property Management Systems (PMS) and Booking Engines.
The General Manager is responsible for managing the daily operations of the hotel to deliver outstanding guest service and financial profitability. This role includes overseeing all hotel operations such as budgeting, forecasting, strategic planning, and ensuring compliance with brand standards. The General Manager will also act as the primary liaison with hotel owners and corporate entities. ESSENTIAL FUNCTIONS: (include the following. Other duties may be assigned.) ❖ Manage all revenue sources, including rooms, housekeeping, food and beverage, engineering, and other departments, ensuring profitability and strong interdepartmental relationships. ❖ Assist in the development and implementation of the Sales and Marketing Program and Quarterly Sales Strategy Reports. ❖ Actively participate in sales discussions, meetings, plans, and sales calls. Maintain knowledge of key account executives, business base, and monthly production levels for each sales team member. ❖ Engage in community and/or government affairs. ❖ Create the hotel's annual budget and monitor performance throughout the year. ❖ Oversee hotel operations through a hands-on approach, motivating employees, fostering development and retention, and conducting regular employee meetings. ❖ Ensure outstanding guest service and adherence to all brand standards. ❖ Protect the hotel's assets by enforcing and maintaining a preventive maintenance program. ❖ Adhere to all franchise and company procedures and regulations, including standard operating procedures. ❖ Comply with all corporate accounting procedures and prepare and submit operational reports to the corporate office/owners promptly. ❖ Inspect the property daily and enforce actions to ensure the hotel's safety, comfort, cleanliness, and guest satisfaction. ❖ Conduct daily huddles with all employees and hold weekly leadership meetings with a structured agenda. ❖ Select, train, and direct department managers, supervisors, and other employees, ensuring they are well-versed in all policies and procedures. ❖ Monitor performance, develop employees in their career paths, and conduct performance appraisals and personal development plans. Administer disciplinary measures and maintain confidential Human Resources files. ❖ Aggressively reduce accidents and minimize worker's compensation and unemployment claims. ❖ Maintain high visibility and be readily available to guests at all times, offering assistance or answering questions as needed. ❖ Fully understand and implement the brand service culture. ❖ Adhere to action plans and budget concepts, including revenue and cost controls. ❖ Ensure the realization, tracking, and adjustment of deviations from set goals. ❖ Develop actions for improvement and cost savings. ❖ Coordinate the management team's planning concerning time-tables, work schedules, recruitment, and employee training. ❖ Be available to work front desk shifts as needed (minimum two days) when occupancy is below 30%. ❖ Follow up on all guest complaints, incidents, and accidents, ensuring resolution. ❖ Maintain contact with public authorities regarding licensing and compliance. ❖ Attend monthly department employee meetings when possible. ❖ Perform other duties as required. ❖ Provide a professional image at all times through appearance and dress.
SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. ❖ Must be responsible, reliable, ethical, employee-centric, and customer-centric, displaying a positive and accommodating attitude when interacting with customers and employees. ❖ Excellent written, verbal communication, and interpersonal skills. ❖ Well-organized and detail-oriented. ❖ Ability to identify performance, productivity, and efficiency gaps and implement corrective measures. ❖ Strong multitasking skills. ❖ Capable of effectively leading and motivating a team. ❖ Proficiency in Microsoft Office applications. ❖ Previous sales experience is preferred. ❖ Must have a valid driver’s license and be able to operate a vehicle to meet with clients. 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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. ❖ Routinely stand and walk for long periods; may be required to sit for extended periods; use hands and fingers repetitively; view computer screens for prolonged periods; use office equipment, including a telephone; reach with hands and arms; stoop, kneel, or crouch; and frequently walk, climb stairs, talk, and hear. ❖ Regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds. ❖ Must be capable of using close vision, distance vision, and color vision effectively. ❖ Able to operate in mentally and physically stressful situations.
QUALIFICATION STANDARDS: ❖ Bachelor's degree in hospitality management, business administration, or a related field preferred; a master's degree or additional certifications can be advantageous. ❖ Several years of experience in hotel management or a similar role, with a proven track record in operations, staff management, and guest service. ❖ Strong ability to lead, motivate, and manage hotel staff, including experience in hiring, training, and performance evaluation. ❖ Expertise in budgeting, financial management, and cost control, with the ability to analyze financial reports and make strategic decisions. ❖ Comprehensive understanding of hotel operations, including front desk, housekeeping, food and beverage services, and maintenance. ❖ Exceptional guest service skills, with the ability to resolve guest issues effectively and enhance overall guest satisfaction. ❖ Excellent verbal and written communication skills, with the ability to interact effectively with guests, staff, and stakeholders. ❖ Strong problem-solving and decision-making abilities, with a proactive approach to managing and resolving operational challenges. ❖ Knowledge of marketing strategies and sales techniques to drive occupancy rates, revenue, and market presence. ❖ Understanding of hotel industry regulations, including health, safety, and employment standards. ❖ Familiarity with hotel management software and systems, such as Property Management Systems (PMS) and Booking Engines.