General Manager

Full Service Hotels

 

Reports To:                         Director of Operations

FLSA Status:                       Exempt

 

The General Manager’s mission is to expand and develop our company through strict adherence to our “Core Ideology” and to empower, train, and motivate “Quality People” to strive for excellence.

 

TO DO IT BECAUSE IT IS RIGHT

TO TREAT OTHERS AS WE WOULD LIKE TO BE TREATED TO BE FINANCIALLY RESPONSIBLE

TO BE BETTER TODAY THAN YESTERDAY

 

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.

 

Property AuditsEnsuring the property is prepared at all times for the quality assurance audit and has a full knowledge of all standards for the brandReviewing and walking through a weekly property audit with Chief Engineer and Executive Housekeeper and having a minimum number of property audit correctionsKnowledge of and ensuring implementation of all company shopping and telemonitoring programs

 

Revenue ManagementUnderstands the role and knows how to manage all sources of revenue (e.g. rooms, food and beverage, telephones, etc.) Knows local market segments (sources of business).Utilizing multiple tools and resources to maximize room revenues and can 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 goals

 

Marketing/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 existing market. Reacting quickly to changing market conditions.

 

Sales ManagementTaking direct responsibility for sales and approving sales action plansKnows 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 sales person 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 required

 

Community RelationsMaintaining active involvement in community and industry organizationsMaintaining communication with competitive hotels, Convention and Visitor Bureau, and Chamber of CommerceParticipating in community activities, employee activities, and guest events

 

Food and BeverageOverseeing the Food & Beverage department of the hotel, including restaurant food service and production, lounge/bar service, and banquet/catering serviceEnsuring franchise and health department inspection requirements are metHas a 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 wastage (if applicable)

 

Customer ServiceIs committed to making every guest happy. Responding promptly to guest complaints. Maintaining customer service as driving philosophy of property. Scheduling times daily to identify needs of guests. Meeting or exceeding complaint goals and maintaining hotel standards to meet guest needs.Ensuring new hires are trainedEnsuring Manger on Duty program is in place and all managers participate

 

Budget/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 expense, forecasting revenues/expenses, anticipating revenue/cost problems, and adjusting/maintaining the bottom lineProducing financial reports accurately and on a timely basisSubmitting annual budget on time with only minor revisions. Knows at all times where 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 place

 

Asset/Capital ManagementManaging physical assets including preventative maintenance programsMaintaining property to acceptable consumer standards budgetUsing ROI to justify capital budget request and executing capital projects within budget and on time

 

Human 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 motivationMonitoring 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, Occupational Health & Safety (OSHA), American Disabilities Act (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 duties

 

Corporate 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 supplies accurate and timely financial and operating data. Gives Corporate Office staff accurate and reliable information and completes all month end reports accurately and on time. Regularly communicates with Corporate Office staff.Influencing Corporate Office Staff in capital investmentsKnows 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 Office

 

Requirements                                                                                                                                            

 

Prior supervisory and hospitality experience are requiredPrior hospitality management experience is strongly preferredPrior experience with hotel computer systems and spreadsheet programs is preferredAbility to plan, organize, and lead the activities of othersExcellent interpersonal and relationship building skillsExcellent time and project management skillsCustomer-service orientedStrong multitasking and organizational skills Strong 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