Reports to: VP of Revenue & Sales, Operations Manager
Role Summary:
A highly rated hospitality group is seeking a General Manager to oversee one of their hotel properties, ensuring a smooth coordination of all departments, including front desk, housekeeping, and maintenance. The GM is responsible for revenue management, expense control, and delivering top-notch customer satisfaction.
This role involves hiring and training staff according to operational policies and collaborating with the Marketing Department to boost occupancy rates through special promotions. The GM will manage the budget and financial goals, aiming for high occupancy rates, loyal return guests, low employee turnover, and controlled expenditures, while adhering to all company standards. Great company culture and work environment.
Key Responsibilities
Team Management:
Ensure daily tasks on the Work Sheet are completed by staff.
Develop and implement ideas for efficiency improvements for both guests and employees.
Schedule staff and maintain appropriate staffing levels.
Hire new staff as needed and manage staff performance and disciplinary actions with the management team and HR.
Foster teamwork and growth opportunities, monitoring morale and performance.
Train new and existing staff on procedures.
Translate new company procedures into actionable tasks for staff.
Be available "on call" during the week.
Assist with special projects around the property as directed.
Collaborate with owners to achieve revenue targets.
Conduct property tours upon request or as directed by management.
Monitor monthly budgets, create weekly GM reports for review with the management team, and attend monthly and quarterly GM meetings.
Lead by example and motivate employees to perform their best consistently.
Establish a strong work ethic and culture.
Inspect and evaluate expectations.
Attend team dinners and 90-day meetings (overnight).
Short Term Goals and Expectations:
7 Days: Hold daily huddles with each team.
15 Days: Submit weekly reports and manage Basecamp and email addresses.
30 Days: Develop a comprehensive property improvement plan by room (Excel) and address items not completed from conversion; enhance interior and exterior common areas.
45 Days: Implement uniforms according to brand standards; establish a system for ordering and maintaining sufficient supplies for breakfast and maintenance.
Sales and Marketing Efforts:
Expand group business by engaging with new groups and tour operators.
Drive revenue and assess opportunities.
Understand market mix, online travel agents, on-property reservations, and rev-par.
Research new sources of group sales revenue.
Serve as the point of contact for groups and tour operators.
Regularly forward Facebook/blog and newsletter content to the marketing contact.
Monitor competitive pricing and ensure an attractive online presence.
Create and distribute a monthly newsletter.
Hospitality Support:
Warmly greet all guests, using their names when known.
Resolve guest issues and accommodate requests.
Consistently achieve top 10% guest satisfaction scores.
Review reservations for accuracy and manage online bookings.
Collaborate with local law enforcement if guests or visitors fail to follow property policies.
Keep housekeeping informed of check-outs, check-ins, and guest requests.
Assist with housekeeping tasks as needed.
Order supplies and manage staff requests.
Manage credit card transactions and monitor property expenditures.
Required Knowledge, Skills, and Abilities (KSAs):
Experience with hotel reservation systems.
Brand experience is a plus, but not required.
Proficiency in Microsoft Excel and Word.
Ability to balance budgets, set goals, and meet financial targets.
Superior time management and attention to detail.
Strong verbal and written communication skills.
Friendly, courteous, and positive demeanor.
Reliable and responsive.
Integrity and honesty in all communications.
Excellent attendance and punctuality.
Initiative and problem-solving skills.
Adherence to systems and processes in the operations manual.
Compliance with company/hotel policies, including dress code (business casual with nametag).
Minimum Education and Experience:
High school diploma or GED required; college degree preferred or equivalent experience.
Required experience in hospitality or guest service management is required.
Required experience with hospitality reservation systems.
Managerial and Supervisory Responsibilities:
Supervisory experience with one or more direct reports required.
Manage front desk and housekeeping staff.
Responsible for hiring, termination, and performance management in collaboration with the COO and Human Resources.
Provide clear direction, support, feedback, and guidance to all company managers and employees.
Work Environment (ADA Analysis):
Medium work, requiring up to 50 pounds of force occasionally, 30 pounds frequently, and 10 pounds constantly.
Visual acuity to ensure work accuracy and thoroughness.
Possible exposure to environmental conditions, primarily indoors, with high heat in the laundry area.
Subject to noise, especially during busy periods, requiring raised voices to communicate.
Physical activities include moving, operating machinery, inspecting premises, communicating, and transporting goods.
Benefits:
Great Benefits Package
Salary 80-85k range (Negotiable Upon Experience) with bonus structure