General Manager

PURPOSE AND PERFORMANCE GOALS

Overall management responsibility for the operation of the hotel including profitability, guest service, product quality, and overall cleanliness and maintenance of the hotel property.  Operation of the hotel will be within the framework of approved 1) annual budget, 2) annual marketing plan, 3) annual capital expenditure plan, 4) annual wage plan, and always within the framework of all Company policies and procedures.

SUPERVISORY RESPONSIBILITIES

Direct supervisory responsibilities for Asst. General Manager, Maintenance Engineer and Housekeeping Supervisor.

QUALIFICATIONS

Knowledge

 Must have advanced knowledge in the following areas:

• Yield management.
• Sales and marketing for rooms
• Hotel maintenance and repair.
• Hotel housekeeping and general cleaning.
• Personnel management.
• Hotel accounting principles.
• Front office procedures.
• Hotel safety and security.

Skills

Must be able to: 

• Plan financial strategies, and solicit potential business.
• Delegate responsibilities to others.
• Direct others at various professional levels.
• Identify and solve problems.
• Prioritize and coordinate multiple projects at one time.
• Evaluate and resolve complex situations.
• Lead the staff of the hotel utilizing a management style of a participative team approach.
• Inspect rooms, all public areas and exterior of facility.
• Creation of Unique Experiences

LANGUAGE SKILLS

Excellent speech communication skills are required to communicate both in person and via telephone with guests, employees and corporate contacts in a professional and extensive manner.   Excellent literacy is required.   Must be able to both assimilate and generate explicit and concise documents for publication within the hotel and management company environment.  

EDUCATION AND/OR EXPERIENCE

Post high-school coursework in hotel administration/hospitality industry acquired through accredited college or business school, seminar and workshop attendance.  Previous experience as General Manager at a similar size and type of hotel, previous experience as department head at same facility. 

MATHEMATICAL SKILLS

Ability to calculate amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.  Ability to apply concepts of basic algebra and geometry. 

REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.  Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.  Must be able to use appropriate judgments as it pertains to supervisory duties.

PHYSICAL DEMANDS

Practice written safety standards and rules at all times.  Lifting, pushing, pulling, bending/kneeling and carrying - must be able to accomplish any task required of employees within assigned departments.

HOURS

Due to the business demands of the hospitality industry, and the fact that the hotel provides guest services 24 hours a day, 7 days a week, any employee may be required to work rotating shifts, including weekends, night shifts, and/or overtime.   

ESSENTIAL DUTIES AND RESPONSIBILITIES

Operating Budget -Development of annual operating budget which will serve as an operating plan and define required levels of achievement. Assure achievement of annual budget in revenues, costs and profits through accounting diligence and expenditure controls and proficient accounting practices.

Forecasting - Monthly forecasting of operating staff and cost expenditures.  Business planning in line with forecasted sales and costs including guidance to department heads.

P & L Statement Critique- Monthly review of financial statement in order to correct problems, assure spending is in line and to plan for future business.  Regularly review all major expenses to assure that monies are wisely spent.

Staff Relations- Develop a high level of teamwork and loyalty to the hotel and to the company in order to reduce turnover and increase employee morale.   Communicate, counsel and assist in staff development.  Be visible and available to all hourly personnel in accordance with the Company's open door policy.  Attend monthly department employee meetings.  Participate in employee orientation sessions.

Staff Evaluation - Conduct performance appraisal and personal development plans for management staff.  Identify substandard performance of individuals and outline improvement action, including taking corrective or disciplinary measures.   Review any disciplinary measures resulting in termination, and conduct exit interviews for key departures.

Staff Hiring - Assure level of experience, knowledge and ability to meet job requirements of all hotel management.

Future Business- Quarterly review of future bookings of room nights, early identification of weak periods, implementing yield management practices.

Pricing- Quarterly review of pricing including review of cost increases and competitive pricing in room rates.  Assure recommendation and implementation of price increases on a timely basis.

Inspection- Regular personal inspection of guest rooms, public areas.  Assure that written lists are developed for the corrective actions required for implementation by housekeeping and engineering departments.

Guest Service -Through leadership and example, establish a friendly, courteous, service-oriented approach to guests that is exhibited by all hotel employees.  Establish and implement guest service standards for all departments, periodically review, identify problems and corrective actions.

Property Maintenance- Assure that an on-going program is followed in regular repair and upkeep of the facility, landscape and equipment by developing and implementing a preventive maintenance program.  Make periodic physical inspections of entire facility.

  Community Relations- Represent the hotel within the local community, positioning the hotel as a good corporate citizen that is involved and supportive of community affairs.

 Policies and Procedures- Assure that all Company policies and procedures are fully implemented throughout the hotel.