General Manager

Reports To:      Director of Operations

Requirements: 

• College or higher level of education
• 3 years hotel operations experience with a minimum of 2 years at the management level
• Must be an effective leader, self-motivator, team builder, and willing to work 50+ hours per week; at a minimum of 5 days per week.

Summary: 

• Manages hotel to ensure efficient and profitable operation by performing the following duties personally or through subordinate supervisors.
• General Responsibilities:
• Optimize and maximize guest and associate experience.
• Responsible for the overall success of the hotel, using effective leadership skills to drive revenue, maximize profits, and ensure quality.
• Effectively manage and motivate associates to ensure achievement of overall financial results, guest, and associate satisfaction.
• Champion of the hotel’s internal and external communications and record keeping.
• Ensures that corporate, divisional, department policies and procedures are adhered to all levels.

Primary Functions: 

Revenue: 

Aggressively pursue revenue goals, effectively utilize yield management and revenue maximization tools, and prepare and manage the annual budget.

Profit: 

Effectively manage and control all operational expenses including labor, overtime, supplies, etc., enforce Fine Hospitality’s procurement guidelines, and seek and implement cost saving strategies.

Quality: 

Guest Service – Ensure that the hotel meets and exceeds Fine Hospitality and brand standards for guest satisfaction.

Training – Analyze service and quality issues, identify training needs, ensure implementation of training programs to optimize results, and adhere to Fine Hospitality training guidelines and policies.

Sales and Marketing – Provide leadership support and direction to the sales team, if applicable. Take an active role in the preparation and implementation of the hotel’s Sales and Marketing Plan, prospects and make sales calls, and capitalizes on all revenue opportunities.

General Manager is constantly aware of new market trends and activities of competitors and makes changes to operations to stay competitive.

Community Involvement: 

Ensure good standing in the community by developing and maintaining relationships with local organizations such as the Chamber of Commerce, Convention and Visitors Bureau, other hotels, local schools, local government and other community and civic organizations.

Leadership: 

Leading – Motivate, coach, and train team members, set goals and hold team members accountable, and provide appropriate feedback, rewards, and recognition.

Work Ethic – Demonstrate a high level of integrity, take ownership of personal and team actions, communicate effectively, promote collaboration, nurture a positive, professional work environment, and adhere to Fine Hospitality’s Standard Operating Procedures.

Financial: 

• Is able to effectively interpret financial results in regard to revenue, payroll costs, and expenses.
• To assist in the preparation of the Annual Operation Budget this will form part of the business plan.
• To establish and monitor cost and expense control systems and procedures to achieve budgeted operation results.
• Is able to take corrective measures and actions to ensure highest possible profitability.
• Maximizes revenue through a pro-active approach.

Specific Responsibilities: 

• Send a daily end of the day activity and accomplishment email to Director of Operations or immediate Supervisor.
• Develop and implement the approved business plan to attain and exceed the financial goals.
• Maintain a high personal visibility throughout the property.
• Gain and maintain excellent knowledge of local competition and general industry trends.
• Handle any emergencies at the hotel.
• Schedules himself/herself to be available during peak operation hours monitoring service and cleanliness standards. Addresses complaints and solves problems at the hotel.
• Responsible for training all employees to project professionalism and provide friendly and efficient service.
• Actively manage the financial statement and review and critique performance in a timely fashion. Train financial responsibility to the management team
• Assess and/or ensure regular and timely assessment and performance reviews of all hotel associates and the processing of all personnel records.
• Closely monitor and take part in sales solicitation activities.
• Conduct daily individual meetings with each department head/manager to review prior day’s outcomes and today’s goals.
• Conduct prescheduled weekly meetings with the department heads/managers.
• Conduct a monthly safety meeting to ensure safety policies and procedures are known and followed by all associates.
• Create a safety committee that follows written guidelines.
• Ensure all associates are trained on security and emergency procedures.
• Ensure that all property equipment is in good working condition.
• Successfully maintain adequate staffing.
• Handle all supervisory responsibilities in accordance with SOPs, training programs and applicable laws.
• Maintain a correspondence file which is readily available for ease of reference.
• To experience the hotel rooms and services: To stay overnight at the hotel once per year utilizing different room types on a rotating basis to feel guest experience.

Optimum Attributes: 

• Willing to take responsibility and accountability for the team.
• Well-groomed and professional appearance.
• Willing to work on weekends and holidays if required.
• Effective communication skills.
• Effective computer skills.
• Good listener and reasoning abilities.
• Emphatic and tolerant.
• Open with praise, discreet with criticism.
• Consistent and congruent.
• Rational, prudent and practical.

Performance Standards: 

Performance shall be measured by budgeted REVPAR, MSI Index, Guest Satisfaction Index (GSI) and Associate Satisfaction Index (ASI).