General Manager

Scope of Responsibility:

Responsible for supporting all aspects of the operation of this 104 room IHG branded extended stay hotel.  

Job Summary:

Responsible for the overall success of the hotel, including guest and employee satisfaction, human resources, financial performance, sales and revenue generation, and delivering a return on investment.  Manages all areas of the hotel in accordance with brand and GHS standards to achieve a friendly atmosphere, delivering exceptional guest service and product quality.  Key responsibilities include, but are not limited to:

• Quality Assurance / Product Quality
• Exceptional Guest Service / Satisfaction
• Strong Profitability Margins
• Sales / RevPar Index
• Personnel Development

Essential Tasks:

• Maintain targeted levels of guest satisfaction through staff training and positive motivation of staff.  Emphasis to be placed on smiling, friendly, and efficient service.  Set the example for your staff to follow.
• Personally handle guest complaints immediately.  Train and empower all employees on how to handle customer issues effectively.  Maintain a system for employees to relay guest comments and complaints to the General Manager. 
• Promote high morale among the staff that may include leading various programs such as employee events, recreational activities, and community involvement.
• Ensure that applicants, new hires, and terminations are processed according to policies/procedures.
• Facilitate good communication between all departments, employees, and department heads.  Ensure that all employees are aware of the “Open Door Policy” that is available to them.  The General Manager must always be available to listen to employees' concerns about the operation of the hotel and their jobs.
• The General Manager is directly responsible for all cash funds used in the operation of the hotel.
• Operate the hotel within the budgeted guidelines of profitability through effective labor and spend controls.
• Maintain revenue forecast on a daily/weekly basis.
• Maintain safety and security controls, including but not limited to key control, inventory security, and life safety risk prevention.
• The General Manager is responsible for maintaining and collecting any/all AR.
• Ensures the property is always cleaned and maintained to the highest standards.
• Ensures an effective preventive maintenance program is followed by maintenance.
• Ensures Out of Order rooms are returned to service expeditiously.
• The General Manager must be proficient in all departments and job duties.
• Unscheduled visits to the property should be conducted at various times and on weekends to ensure operational standards are being met.
• Ensures that all safety and security policies, testing, and documentation are being adhered to.
• Works directly with sales to aggressively market the hotel through direct sales, advertising, and promotional efforts.
• Monitor rate and inventory levels to ensure property is priced appropriately.
• Performs other duties as assigned and needed.

Reports to:   Regional Director of Operations