General Manager

The General Manager of this 35 room hotel is responsible for the overall profitable management of the property, as well as managing and coordinating all points of guest contact within the hotel in order to ensure all opportunities to capture sales are maximized with primary responsibility for developing relationships and positive guest recognition in order to build loyalty, frequency and sales.  In addition, he/she identifies and develops incremental revenue opportunities, as well as products and services to differentiate the hotel from the competition and achieve the organizations financial, operational, business, and human resource goals. 

The General Manager is responsible for leading the development and growth of a market-leading limited service hotel brand, focused on a strong safety culture, consistent delivery of innovation, unmatched creativity, first-class service and the creation of memorable experiences. 

Additional responsibilities include leading the daily operations of the hotel; managing the team, exemplifying and training the culture, monitoring guest flow, developing relationships, creating budgets and business plans, marketing, record keeping, financial balancing, bank deposits, controlling inventory,  maintaining the property, monitoring activities and services to ensure hotel operations are operating to plan and coping with the unexpected situations involving guests, employees and the property. All supervised activities will have the goal of obtaining optimum efficiency and economy of operations and will be managed to maximize profits by performing assigned duties personally or through subordinates.

BEHAVIORAL EXPECTATIONS:

• Exemplifies area culture by embracing the mission and values articulated.
• Helps to develop, set and execute the strategic direction for the hotel in cooperation with the Executive Committee.
• Develops clear, realistic goals and priorities, approved by the Executive Committee, and follows up on a timely basis.
• Reviews all plans and goals monthly to ensure progress and execution and takes corrective action as needed.
• Understands the business intimately and prioritizes work accordingly.
• Exhibits the following qualities and behaviors necessary to sustain a performance-based culture:
   
• Leads the organization without micro managing it.
• Energizes people through example-setting and recognition.
• Exhibits a personal commitment to the company and its success.
• Communicates effectively and instills a culture of openness, approachability and teamwork.
• Encourages informal candid debate on all business issues for the company.
• Ensures the right people are in the right place and empowers them to do the right thing at all times.
• Links reward to performance.
• Makes appropriate and sometimes-tough business decisions.
• Delegates responsibilities, holds staff accountable and follows up on the execution of all assigned tasks.
   
• Keeps the Executive Committee promptly and fully informed on all problems or unusual matters of significance coming to his/her attention so that timely corrective action can be taken when appropriate.
• Able to prepare departmental budget, understand P&L statements and other financial data as required.
• Maintains strict confidentiality on appropriate issues.
• Is thoroughly familiar with the city, state and federal law/regulations and trains all staff accordingly to minimize company risk and protect employees and guests.
• Recognizes the critical nature of security, legal, and liability issues in today's business environment, and acts to avoid negative outcomes in these areas.
• Recognizes the critical nature of prompt and accurate communication to all levels of employees and ensures that appropriate systems are in place and used consistently; meetings, information boards, one-on-one, etc.
• Enforces Performance Standards within the department and maintains the role model example in the areas of inter- and intra- departmental relations/teamwork throughout the organization.
• Committed to innovative approaches and works to continually develop new products, services and cost saving ideas for the business. 
• Develops action plans and solutions to issues/problems in a timely manner.
• Develops positive relationships with key clients, guests, and community leaders.
• Works flexible hours, reports to work on time and complies with company dress code.
• Responds well to a strong training culture, which will result in being coached by supervisors and managers consistently.
• Completes all other duties as assigned

SUPERVISORY RESPONSIBILITIES
Directly manages a total of 5-10 non-supervisory employees within the 35 room hotel. Is responsible for the overall direction, coordination, and evaluation of the unit. Carries out supervisory responsibilities 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.

QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Good computer skills; proficiency in all Microsoft Office applications, payroll computer software and hotel property management system.
• Strong knowledge of Front Desk and Reservations system and procedures, and franchise standards.
• Requires a successful track record in hotel operations.
• Hotel general management experience preferred.
• Proven track record of successes in achieving revenue and service objectives.
• Ability to perform critical analysis.
• Ability to manage extensive amounts of information and provide constructive feedback/direction.
• Extensive knowledge of hotel operations, sales & marketing, food & beverage, human resources and hotel financial processes and analysis.
• Strong management and leadership capabilities with the ability to delegate, give direction and set priorities.
• Excellent written and verbal communication skills, strong organizational skills and strong detail orientation.
• Ability to train and motivate personnel.
• Ability to delegate, manage, organize projects and establish priorities consistent with company objectives.
• Ability to effectively deal with owners, guests and team members, some of whom will require high levels of patience, tact and diplomacy.
• Ability to work well in stressful situations, remaining calm and demonstrating good judgment and self-control in emergency and difficult situations.
• Ability to use tact and diplomacy to resolve conflict. 
• Ability to manage multiple projects, meet and work effectively under time and resource constraints.
• Required to work a flexible schedule.

EDUCATION AND/OR EXPERIENCE
Bachelor's degree (B.A.) or equivalent; or two to four years related experience and/or training in a limited service lodging environment; or equivalent combination of education and experience in a limited service hotel environment.

GROOMING
All team members must maintain a neat, clean and well-groomed appearance (specific standards available).

LANGUAGE SKILLS
Ability to read and speak English. Ability to read and interpret documents such as financial statements, budgets, forecasts, profit & loss and income statements, safety rules, operating and maintenance instructions, procedure manuals, general business periodicals, professional journals, technical procedures or governmental regulations. Ability to write routine reports and business correspondence. Must possess the ability to speak publicly, present information and respond to groups of managers, partners, owners, investors, clients, media and the general public.

MATHEMATICAL SKILLS
Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to calculate figures and apply concepts such as discounts, interests, commissions, fractions, percentages, ratios, proportions, area, circumference and volume to practical situations.

REASONING ABILITY
Ability to define and solve practical problems, collect data, establish facts, draw conclusions and deal with a variety of concrete and abstract variables in situations where only limited standardization exists. Ability to interpret a variety of technical instructions furnished in written, oral, diagram, mathematical or schedule form.

CERTIFICATES, LICENSES, REGISTRATIONS
All mandated Human Resource training.
Must be capable of becoming licensed and/or permitted as required by the operating company or state and local government.

ESSENTIAL DUTIES

• Coordinates and supervises the various departments to ensure an environment in which high standards of comfort, service and quality exist for our guest.
• Implements and maintains a positive sales and marketing program.
• Actively participates in business, community and civic affairs in local area.
• Maintains the property in an attractive and economical manner in compliance with the maintenance and quality assurance policies.
• Ensures all reports of revenue, expenses, business volume, personnel, payroll and assets are maintained to company specifications.
• Ensures all policies, procedures, federal, state and local laws are adhered to by all employees, in regard to personnel, security, guest relations, safety, etc.
• Maintains an adequate inventory of supplies and achieves budgeted cost controls in breakfast supplies, linen, guest room supplies, cleaning supplies, chemicals, utilities, telephone costs, etc.
• Ensures personnel development with the intention that all subordinate personnel are receiving adequate training, development, motivation and performance review feedback.
• Performs management functions, which effectively and efficiently drive the overall hotel business toward and beyond stated financial, service and productivity goals.
• Leads the decision making, strategic planning and forecasting.
• Analysis of budgets, re-forecasts, pacing, pricing, market growth and share.
• Analysis of soft skill metrics and the management of reward and recovery.
• Ensures open communications and dialogue with executive team members.
• Conducts weekly one-to-one meetings with direct reports ensuring clear and open communications and provides a forum for their professional growth and development.
• Works closely with corporate marketing groups to monitor competitor activities.
• Maintains close communication and highly valuable relationships with community business and political leaders.
• Remains highly visible within the hotel and is considered a mentor and role model.
• Plans, develops and approves specific operational policies, programs, procedures and methods in concert with general policies.
• Coordinates the development of the hotels long-range and annual business plans.
• Develops, maintains and administers a sound organizational plan; initiates improvements as necessary.
• Coordinates the development of operating and capital budgets according to the budget calendar; monitors monthly and other financial statements for the hotel; takes effective corrective action as required.
• Provides advice and recommendations to owners and Executive Committee about construction, alterations, maintenance, materials, supplies, equipment and services not provided in approved plans and/or budgets.
• Analyzes financial statements, manages cash flow and establishes controls to safeguard funds.  Reviews income and costs relative to goals; takes corrective action as necessary.
• Properly manages all aspects of the hotel's activities to ensure and maintain the quality of products and services provided by the hotel.
• Develops, maintains and disseminates a basic management philosophy to guide all hotel personnel toward optimal operating results, employee morale and member satisfaction.
• Maintains relations with police, fire, liquor control board, health department and other governmental agencies.
• Directs purchasing, receiving, storage, issuing, preparation and control of all products, supplies and equipment.
• Handles emergencies such as fires, accidents and breaches of security or house rules promptly and in person.  Emphasizes prevention through training, inspection and preventive enforcement.
• Gives direction to and works closely with vendors, outside contractors, firms and individuals providing services to the hotel.
• Computes daily payroll, schedules and other reports.
• Coordinates transportation needs, such as limousines, taxis or car rentals.
• Assists in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest expectations.
• Coordinates with the housekeeper in the availability of guest rooms, controlling room sales to avoid inaccurate postings due to sleepers, unauthorized room use, late checkouts, and stay-overs.
• Communicates and coordinates with guest service staff for managing incoming reservations, room inventory control, over booking, walk-ins, special assignments, and requests.
• Monitors lobby traffic and makes staffing adjustments accordingly.
• Resolves guest complications and complaints by conducting thorough research of the situation and the most effective solutions.
• Makes decisions and takes action based on previous experience and good judgment, sometimes revising procedures to accommodate an unusual situation.
• Authorizes revenue allowances to remedy problems only after other alternative solutions have been offered.
• Maximizes opportunities at all points of guest contact in order to capture sales, and develops relationships and positive guest recognition in order to build loyalty, frequency and sales.
• Provides positive guest recognition and relations through personal performance and attention to guest history, including familiarizing himself/herself with regular patrons and VIP guests.
• Thoroughly knowledgeable on target market area opportunities for generation of market awareness and sales. Takes initiative to be in the community and establish relationships.
• Represents hotel by soliciting, responding to and negotiating with persons requiring group accommodations. Represents the hotel in significant interactions dealing with guests relative to sales and operational questions, concerns, and issues.  Negotiates contracts with guests and commission agreements with third party agencies.
• Initiates the preparation of proposals and/or contracts to advise prospective guests.
• Engages in outside sales activities to discuss business opportunities and entertains guests in local and assigned markets. Directs site visits and H.O.S.T. programs for respective accounts and participates in tradeshows, industry and guest events.
• Conducts site inspections with potential guests, visiting guest rooms, as well as other hotel facilities.
• Travels outside of the hotel to meet with guests and prospective guests to solicit business, engage in sales activities and make sales proposals and other external sales presentations, maintain contacts, and to close deals.
• Prepares proposals and/or contracts to advise prospective guests primarily of the hotel guest rooms.
• Plans, develops and coordinates group sales.
• Follows up and collects all outstanding receivables.
• Represents the hotel to promote products at trade association meetings.
• Assists in forecasting, prospecting, rebooking and special projects, through the use of telemarketing, direct mail, advertising, and other sales vehicles for an assigned market segment.
• Prepares periodic sales reports showing sales volume and potential sales.
• Books rooms by initiating and fostering good working relationships with clients.
• Maintains an ongoing, prospecting effort for new business.
• Focuses on creative selling techniques with new and existing guests.
• Demonstrates initiative and follow through to meet and surpass expectations.
• Adept at qualifying business to best understand client needs.
• Negotiates and sells hotel products to maximize profitability while satisfying client needs.
• Follows established proposal/contract form guidelines to communicate clearly and accurately to the client and other departments.
• Develops and evaluates strategies and action plans to accomplish short term variable sales needs.
• Takes responsibility for account management and administration by adhering to established office file procedures in file creation, standard forms, tracing, etc.
• Represents the hotel in a manner consistent with brand.
• Aware of general civic and business community affairs to recognize business opportunities.
• Prepares daily deposit to the bank by compiling all cash drops by the cashiers.
• Maintains records of cash transactions and receipts.
• Maintains records of petty cash transactions and approvals.
• Attends meetings internally and externally as requested.
• Exercises care, performs required maintenance and ensures all operating instructions, safety standards and guidelines are followed.