Overview
GeneralManager-LimitedService
Reports To : SVP-Hotels
FLSA Status : Exempt
Position Summary
The General Manager is responsible for the overall success of the hotel. This position is responsible for revenue generation to meet or exceed budget, cost control, maintaining operating and brand standards, daily duties, scheduling, supervision and monitoring, leadership, and individual effectiveness. This position knows the daily operation of each department within the hotel and establishes and maintains a positive employee climate to meet or exceed guest expectations.
Responsibilities
Ensuring the property is prepared at all times for the quality assurance audit and has full knowledge of all standards for the brand
Reviewing and walking through a weekly property audit with Chief Engineer and Executive Housekeeper and maintaining a minimum number of property audit correctionsKnowledge of and ensuring implementation of all company shopping and telemonitoring programsRevenue ManagementUnderstands the role and knows how to manage all sources of revenue (e.g. rooms, food and beverage, telephones, etc.). Knows local market segments.
Utilizing multiple tools and resources to maximize room revenues and accurately analyze market mixAccurately forecasting occupancy, average rate, and revenueAdjusting rates based upon market position and demand and developing an effective program targeted to specific market segmentsMeeting or exceeding hotel revenue goalsMarketing / Business PlanningDeveloping and implementing marketing plans based on position in market. Directing effective advertising, public relations, promotions programs, social media, and review sites.
Incorporating key customer groups and market segments into action plans. Revising marketing strategies for changes in competition and market conditions. Using available resources (e.g., market surveys and hotel history) for business plan.Accurately predicting the impact of existing and potential competitors on the market. Reacting quickly to changing market conditions.Sales ManagementTaking direct responsibility for sales and approving sales action plans
Knows key account executives and anticipates changes in key account needs and can adjust sales strategy to meet themConsistently creating innovative sales ideasKnows the key accounts and monthly production levels for each salesperson on the staff. Discusses weekly sales, production, bookings, and booking targets with sales staffInvolving all key hotel managers in salesApproving monthly sales reports and submitting them to corporate management as requiredCommunity RelationsMaintaining active involvement in community and industry organizations
Maintaining communication with competitive hotels, Convention and Visitor Bureau, and Chamber of CommerceParticipating in community activities, employee activities, and guest eventsFood and BeverageOverseeing the Food & Beverage department of the hotel, including restaurant service and production, lounge / bar service, and banquet / catering
Ensuring franchise and health department inspection requirements are metHas working knowledge of kitchen operations, such as food handling and preparation, sanitation, safety, maintenance of equipment, etc.Ensuring food and beverage marketing plan is implemented, including all outlets and catering / banquetsEnsuring company standards of quality are maintainedSupporting revenue and cost objectives by controlling food and lounge / bar costs, payroll hours used, and avoiding food waste (if applicable)Customer ServiceCommitted to making every guest happy. Responding promptly to guest complaints. Maintaining customer service as a driving philosophy of the property.
Scheduling times daily to identify guest needs. Meeting or exceeding complaint goals and maintaining hotel standards to meet guest needs.Ensuring new hires are trainedEnsuring Manager on Duty program is in place and all managers participateBudget / Financial ManagementSuccessfully meeting or exceeding budgeted profit margin of the hotel. Maintaining company standard of 30% flow-through or more of revenues in excess of budget to house profit.
Controlling expenses, forecasting revenues / expenses, anticipating revenue / cost problems, and adjusting / maintaining the bottom lineProducing financial reports accurately on an timely basisSubmitting annual budget on time with only minor revisions. Knows at all times where the hotel stands against budget.Approving all direct billing accounts based on a thorough review of the credit application and reference information. Maintaining accounts to ensure timely billing and payment.Ensuring all cash control procedures are in placeAsset / Capital ManagementManaging physical assets including preventative maintenance programs
Maintaining property to acceptable consumer standards budgetUsing ROI to justify capital budget requests and executing capital projects within budget and on timeHuman Resources ManagementManaging key managers and assuming direct responsibility for human resources, including progressive discipline activities, personnel documentation and files, sourcing, recruiting, training, selection, counseling, and motivation
Monitoring employee scheduling and staffing levels. Approving timecards on a timely basis.Completing employee performance reviews on timeMaintaining a positive work environment. Treating employees fairly, consistently, and with respect. Recognizing and rewarding excellent performance. Encouraging and promoting teamwork. Setting a positive example for all subordinates.Ensuring all key employees are on personal career development plans to consistently develop talent. Discussing and assisting with departmental objectives. Ensuring all hotel employees know hotel goals.Conducting regular employee meetings and preparing and distributing meeting minutesEnsuring the hotel is in full compliance with all Federal, State, and Local laws pertaining to Human Resources, Employment, Wages & Hour, OSHA, ADA, Hazards Communication (MSDS), and any additional laws that may be applicableEnsuring all employees are fully trained in emergency proceduresEnsuring key control procedures are in place and are followedContinually supporting and promoting Quality Oil Company’s history, culture, work, and environmentEffectively delegating projects and dutiesCorporate Office Relations ManagementMaintaining favorable relations with Corporate Office staff by responding to Corporate Office staff questions / requests. Developing respect and trust with Corporate Office staff. Anticipating Corporate Office staff requests and consistently supplying accurate and timely financial and operating data. Giving Corporate Office staff accurate and reliable information and completing all month-end reports accurately and on time. Regularly communicates with Corporate Office.
Influencing Corporate Office staff in capital investmentsKnow how to complete all Quality Oil Company’s formatted computer tasksSubmitting incident reports by the next business dayTaking appropriate action in response to insurance carrier recommendations sent by the Corporate OfficeRequirements
Prior supervisory and hospitality experience are requiredPrior hospitality management experience is strongly preferredPrior experience with hotel computer systems and spreadsheet programs is preferredHigh school diploma or equivalentAbility to plan, organize and lead the activities of othersExcellent interpersonal and relationship-building skillsExcellent time and project management skillsCustomer-service orientedStrong multitasking and organizational skillsStrong problem solving and critical thinking skillsStrong initiative and work ethicStrong attention to detailAbility to work in a fast-paced environmentExcellent communication skills - verbal and written#J-18808-Ljbffr
