Hotel General Manager

Employment Type

Full-Time

JOB TITLE: Hotel General Manager

Job Description/Summary: Responsible for the overall success of the hotel,

meeting or exceeding planned objectives for revenue and profit, and ensuring

guest satisfaction and product quality standards are met. Manages all areas of the

hotel in accordance with brand standards to achieve a friendly atmosphere of

superior guest service and product quality. Provides exemplary performance for

staff to follow.

ESSENTIAL JOB FUNCTIONS:

GUEST RELATIONS

• Be readily available/approachable for all guests.
• Ensure that departments achieve or exceed guest’s service expectations.
• Take proactive approaches when dealing with guest concerns.
• Extend professionalism and courtesy to guests at all times.
• Become involved in the community and/or government affairs.

ASSOCIATE TEAM

• Communicate all goals and results with associates.
• Promote teamwork and associate morale.
• Lead by example demonstrating self-confidence, energy, and enthusiasm.
• Motivate and encourage staff to solve guest and associate related concerns.
• Recognize good team performance on a continuous basis through reward
• and recognition programs.
• Meet annually with staff on a one-to-one “Team Meeting” basis.
• Conduct monthly reward and recognition meeting celebrating goal and
• associate achievements.
• Promote empowerment by recognizing team members that make decisions.
• Develop cross-training opportunities throughout the hotel and use the certificate training programs as applicable.
• Assist operations manager/team leaders in understanding Guest Scoring
• scores, developing game plans to attack need areas, and expand on strengths.
• Ensure orientations for new team members are thorough and complete in a timely fashion. Make sure associates understand all of the branded franchise benefits they are entitled to.

FINANCIAL

• Achieve budgeted revenue and profit goals, balancing cost with guest satisfaction.
• Comply with all corporate accounting procedures and complete bank deposits weekly.
• Monitors collection of in-house guest balances and direct bill receivables, commission payments by vendors, and issuance of refund checks.
• Develop capital expenditure plans according to the needs of hotel and brand standards.
• Oversee all accounting functions, including, but not limited to, accounts
• payable, accounts receivable, petty cash, payroll, and ordering/approval procedures.
• Participates and monitors monthly inventory of supplies and equipment. Ensures purchases made are within budgets and by approved vendors. Review with Director of Operations on-site visits.

OPERATIONS

• Network during Check-in and Check-out hours to assist sales in uncovering new business leads and promote guest satisfaction.
• Maintain rapport with competitor hotels, lead sources, clients, and the local
• community.
• Works with the Vice President of Sales and Director of Sales to manage all sales activities of the property and meet revenue objectives.
• Audit to ensure guest rooms, public spaces, grounds, work and kitchen areas
• meet sanitation/ cleanliness and brand standards.
• Perform hands-on duties as needed to deliver guest services.
• Coordinate preventive maintenance and general clean program so that guest
• satisfaction goals are attained.
• Coordinate guest surveys and pass-downs to identify trends and making recommendations for improvements.
• Audit a minimum of 5 suites per day identifying displeasures and ensuring that we meet brand standards.
• Assist/teach team supervisors scheduling against guests and hours per occupied room goals. Look for potential need times during the week.
• Walk with lead maintenance engineer once a week to identify capital items, routine preventive maintenance, and guest impact areas. This weekly walk is to be documented via summary in your weekly reporting to the Director of Operations.
• Monitor the Preventative Maintenance (PM) book and Maintenance ticket binder to ensure completion and satisfaction.
• Meet weekly/bi-weekly with department heads to monitor effectiveness, discuss operations, and train on any immediate changes and or new procedures.
• Monitor attendance and tardiness of all associates.
• Performs duties in all aspects of hotel operations wherever needed.
• Attend all regional