General Manager

Job Description

This position functions as the primary, strategic business leader of the hotel/resort, responsible for all aspects of the business. Responsibilities include guest and associate satisfaction, human resources, financial performance, sales, revenue generation and delivering a return on investment to ownership. Leads a team in the development and implementation of property-wide strategies. Ensures implementation of brand service strategy and initiatives, with the objective of meeting or exceeding guest and associate expectations.

In addition, the General Manager builds relationships with key customers through personal involvement in the sales process.

• Meets or exceeds budgeted profit and margin for hotel
• Accurately forecasts revenues/expenses
• Prepares annual budget that accurately reflects the hotel's business plan
• Anticipates revenue/cost problems and provides an action plan
• Analyzes financial and operating information on ongoing basis to adjust business plans, labor requirements and operating costs
• Knows the hotel's demand segments and sources of business for each
• Knows the principal competition for each demand segment and can take advantage of the hotel's relative strengths against each
• Identifies major revenues and expense opportunities and possible problems
• Accurately forecasts occupancy changes based on the changing market conditions (e.g. increased competition)
• Translates business plans into action and manages those actions toward the achievement of revenue and cost objectives
• Maintains guest service as the driving philosophy of the hotel
• Personally demonstrates a commitment to guest service by responding to guest needs
• Ensures all hotel staff, including new-hires, know all components/features of our guest service guarantee and are trained to meet service standards; develops added-value customer service programs
• Can reposition the hotel as needed, upon management's approval
• Develops and implements marketing and sales plans based on demand segments and to maximize REVPAR
• Knows why competitors are successful in each demand segment and directly markets/sells against them
• Ensures that marketing and sales plans are appropriate for each sales period, including special plans to maximize room revenue during forecasted low occupancy
• Coordinates advertising, public relations, and promotional programs
• Maintains a positive, cooperative work environment between staff and management
• Maintains physical product standards by managing preventive maintenance programs and by scheduling deep-cleaning activities
• Coordinates capital projects within budget, on time, and with minimal disruption to the guests.
• Personally conducts a weekly property audit
• As the hotel’s Strategic Leadership Partner, the GM is responsible for maintaining the hotel's product quality, guest satisfaction, revenue initiatives, associate satisfaction and profitability
• Oversees the management company of the association company as required by property
• Sits on the board of directors for associations, as required by property
• Attends all association and CDD meetings, as required by property
• Oversees the financial requirements of the association accounts, ensures timely production of financials to boards, oversees payments for the associations and budgetary requirements are met, as required by property
• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems
• Adheres to safety, security and emergency procedures, reacts appropriately during emergency situations and acts promptly to correct hazards
• Monitors out of order room report on a daily basis and liaise with other department heads to coordinate rooms being placed back into service as quickly and efficiently as possible
• Performs Human Resources responsibilities as required by the company
• Completes weekly and monthly reporting for Corporate management team
• Trains, mentors, coaches, counsels, and develops management team
• Implements and enforces all company standard operating procedures and policies
• Fulfills Manager on Duty shifts
• Any and all duties assigned by Corporate management team

• Must have minimum of four years well-rounded practical experience within the hotel industry in Hotel Management
• Must have high school diploma or equivalent
• Bachelor’s Degree in Hospitality Management or general education related to hospitality on middle and higher management level preferred
• Must have proficient knowledge in Microsoft Office, POS, Opera or similar
• Must have intensive direct experience in various hotel operational departments including Front Office, Guest Services, Housekeeping, Security/Loss Prevention, Food & Beverage, and/or Engineering
• Must have proven track record of designing and implementing service standards and procedures that yield high guest and employee satisfaction needed
• Prior experience managing large-scale transformation or…