General Manager

What you will be doing

JOB SUMMARY: The General Manager is responsible for the overall success of the hotel. Meet or exceed planned revenue and profitability objectives and all required Hilton QA standards. The General Manager manages all areas of the hotel in accordance with Hilton brand standards to achieve a friendly atmosphere of superior guest service, product quality, teamwork, and financial goals. The General Manager is responsible for all aspects of the operation, including improving financial performance, operational and financial controls, ensuring optimal guest satisfaction scores, and developing and retaining a strong management and hourly associate team. The General Manager is responsible to communicate with hotel owners and corporate offices, as required.  This role requires a strategic thinker with strong operational discipline, financial expertise, and a collaborative leadership style.  The ideal candidate is an out-of-the-box thinker who thrives in a dynamic environment, inspires high-performing teams, and pays close attention to the details that define a world-class stay.

ESSENTIAL DUTIES & FUNCTIONS:

Leadership and Culture

Responsible for developing strategic and tactical direction of all marketing, administrative, financial, human resources and hotel operations including, but not limited to: Front Office, Guest Services, Housekeeping, Security, Maintenance to insure the highest possible levels of guest satisfaction in a cost efficient manner.

Leads hotel actions required maximizing profitability, cultivating, and increasing service levels and improving team member satisfaction.

Leads Executive Committee to safeguard overall profit, service and team member satisfaction goals are met or exceeded.

Develop and supervise programs that promote a positive work environment for all employees while ensuring that all employment-related processes and documentation are in compliance with local, state, and federal laws and regulations.

Understands the Hotel product and brand identity and incorporates it into all internal and external activities.

Provides suitable recognition to motivate staff and manages group or interpersonal conflict situations effectively.

Administers required associate reference guide practices such as performance and aptitude reviews

Provides an issue free work environment through motivation, support, empowerment, and development for all personnel.

Proactively strives to build positive working relationships through teamwork and clear communication resulting in win/win decisions.

Manages all hotel employees (includes, Housekeeping, Engineering, Sales, Front Office, and Reservations). Is responsible for the overall direction, coordination, and evaluation of these units. Also directly supervises all non-supervisory employees.

Financial Management

Aids the preparation of hotel budgets and forecasts for corporate submission and approvals

Weekly forecasting and planning of operating staffing ad cost expenditures to correspond to forecasted sales and costs. Develop action plans to maximize occupancy and to maximize average rate.

Ensure the timely and accurate completion of all period-end financial statements and reports, and provide controls to ensure the proper handling and accounting for all hotel receipts.

Maintain credit policies in sales, reservations, and front desk. Credit meetings, supervision of collection of major accounts, review of aging reports, and approval of write-offs.

Review and approve all operating expenses.

Reports in a timely manner all financials to Hilton and Ownership.

Sales and Revenue Management

Participates on develop, implement, monitor and participate in a comprehensive sales and marketing plan that results in optimum, rate and occupancy for the hotel. Meet or exceed established budgetary guidelines for the hotel.

Participates in sales and marketing strategy meetings. Oversees the sales and marketing activity and results.  Contributes in efforts to secure business and increase revenues.

Secures sources of new business as well as maintains existing accounts

Participates in sales related events, receptions, family trips, trade shows, client meetings etc.

Operational Excellence

Protect and enhance the value of all hotel assets through appropriate programs in maintenance, security, housekeeping and through the capital budgeting process.

Develop and supervise programs that promote a positive work environment for all employees while ensuring that all employment-related processes and documentation are in compliance with local, state, and federal laws and regulations.

Directs preparation of directives to division or department administrator outlining policy, program, or operations changes to be implemented.

Ensure all hotel policies and procedures are fully implemented in all departments, including safety, emergency guidelines, etc.

Carries out supervisory responsibility in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising, performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Ensure compliance with Hilton brand standards, safety protocols, and regulatory requirements.

Prepare the property for brand audits and maintain strong QA performance

Guest Experience

Performs the role of representative and spokesperson for the hotel. As well as builds a bridge and positive relationship between Corporate, departments, and Hotel

Manages the Quality process in areas of customer service and associate guest satisfaction with discriminating detail.

Responsible of overall general maintenance of the hotel and provide a system of on-going maintenance of facilities and equipment.

Thoroughly interprets, analyzes and manages data to achieve strategic objectives as defined by customer needs and company vision.

Ensures that associates uphold all service procedures and communication standards as outlined by Standard Operating Procedures.

Work Experience

Qualifications