Hotel General Manager

DUTIES & RESPONSIBILITIES

• Works a minimum of 3-4 shifts per week as needed in Housekeeping, Maintenance, Laundry, Front Desk, Night Audit, and Breakfast.
• Handle guest complaints and/or issues. If guest is at hotel AGM is to handle issue prior to guest leaving the property.
• Know all the features and amenities of the hotel, and amenities and services at Fair Oaks Farms.
• Participates in the preparation of annual departmental budget and operates within approved budget.
• Maintains compliance with the company policies, practices, procedures, and safety standards.
• Supervises the day-to-day operation and work activities of assigned personnel.
• Confers and cooperates with the other property personnel to resolve operating problems and ensures coordination of property activities.
• Participates in property’s staff meetings.
• Interviews and recommends new personnel as needed.
• Implements training programs for assigned personnel and assures that on-going training is provided.
• Initiates and recommends personnel actions, including employee counseling sessions, reprimands, performance appraisals, and terminations.
• Verify, approve, and submit ordering for all hotel departments while staying within allotted budget for each department.
• Reports to the General Manager, significant results, problems, and personnel actions regarding assigned personnel.
• Establish relationships with community leaders along with membership in civic organizations and local associations.
• Ensures implementation of Sales& Marketing programs by assisting in the sales call process.  Is aware of competition’s promotions, rates, and amenities.  All information and activity are to be recorded in sales automation system daily.
• Reports in professional clothes that are cleaned and pressed; includes name tag.
• Checks and records pertinent comments into front desk log.
• Executes other associated responsibilities as directed by the General Manager.
• Coordinates catering group inquiries with The Farmhouse sales & catering team.
• Assists in preparing payroll, coding invoices, processing guest refunds/billing corrections, direct bill invoices and statements and any other correspondence.
• Performs other duties as needed or assigned.
• Proactively address guest concerns by ensuring appropriate, accessible, and convenient amenities and service offerings.
• Effectively manage budgeted revenue by partnering with sales and revenue management.
• Control purchasing to ensure effective management of controllable expenses.
• Hire, train, and motivate an effective hotel team to deliver on guest expectations.
• Promote a diverse and inclusive environment for all hotel guests and associates by building relationships with hotel leaders to promote a positive culture.
• Lead the hotel team through personal example while inspiring hotel leaders to uphold the culture of the company and hotel.
• Effectively communicate with all hotel departments to ensure availability of supplies and tools needed to perform work.
• Listen to guests and empathize with their challenges and act on guests concerns.
• Always maintain professionalism consistent with hotel brand and company expectations.
• Know, maintain, and communicate hotel emergency procedures; inform and assist guests and operations in emergencies.
• Excellent verbal and written communication skills, including strong diplomacy skills with focus on problem solving.
• Strong administrative skills with intermediate experience with Microsoft Office systems
• Must be able to speak, read, and write in primary language used in the workplace.
• 8+ hours per day; stand, sit, and walk frequently throughout the workday.

QUALIFICATIONS SUMMARY  

• Four Year College Degree is preferred, and/or equivalent work experience.
• Certification preferred: Certification as required by franchise.
• Previous supervisory experience in a hotel preferred.
• Financial knowledge required.
• Have working knowledge of revenue management, payroll, expenses, budgeting.
• Must be computer literate.
• Must be able to work a flexible schedule.
• Must be able to convey information and ideas clearly, both orally and written.
• Must be able to work well in stressful, high-pressured situations including the ability to handle guest complaints and disputes and resolve them to satisfactory results, maintaining composure and objectivity.
• Must have excellent guest service skills; be effective in handling problems in the workplace, including anticipating, preventing, identifying, and solving problems.
• Must be effective at managing and leading a staff by listening to, understanding, and clarifying concerns and issues raised by employees and guests.