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The General Manager is responsible for the day-to-day operations of the hotel. The General Manager needs to have the ability to hire, train, and motivate a qualified staff. This individual will provide the training and education to the staff that will aid the hotel in reaching and exceeding the sales goals set forth by the marketing plan while providing current guest and potential customers with legendary customer service. The General Manager will need to ensure that staff follow and understand company policies and procedures. Management needs to help keep open forms of communication between the Front Desk, Housekeeping, F & B and Maintenance, while overseeing the production of each department.
Reports To: Executive Officers of the Corporate Office Duties and Responsibilities include but are not limited to
1. The General Manager is required to be available in the event there is a guest complaint or problem that requires a Manager to help provide the guest with legendary service without leaving the guest feeling threatened or mistreated.
2. The General Manager assists with selling potential guest rooms both within the hotel and outside the hotel. Actively participates in the Chamber of Commerce, Local Realtor Associations, and other local organizations. Completes outside sales calls daily, while continuing to maintain the proper follow up and trace systems set in place by executive officer. Works closely with the executive officer to ensure the Marketing plan is utilized and current projects are handled effectively.
3. Works closely with the Maintenance department to ensuring the guest rooms and public areas are meeting or exceeding standards. All the items in the public areas and guest rooms are properly functioning in order to ensure the safety of the guest and the hotel.
4. Analyzes operations and meets with department heads to review the operations and receive their suggestions.
5. Selects and trains department heads. Keeps them informed of company policies; observes their performance. Delegate responsibilities, holds them responsible for standards set forth by the
Hotel, and assists them in improving their level of performance.
6. Works with department heads and employees directly and counsels’ employees when necessary. Establishes programs to improve employee morale and motivation. Delegates work responsibilities in order to best utilize all personnel. Through continuous training and counseling ensures that employees understand and follow Human Resource policies set forth by the payroll company utilized by company and ensure Local State and Federal Employment laws are complied with.
7. Participates and directs scheduled internal meetings regarding sales, forecasting, quality control, safety, etc., while preparing all reports on a timely basis. Analyzes and states strategies to improve.
8. Studies and analyzes employee work assignments from which staffing guides are established and approved. Maintains daily check on payroll performance and takes affirmative action to correct high payroll costs. Approves all overtime, both before and after in the case of an emergency or unscheduled requirement.
9. Checks controls and approves all other hotel expenses. Ensure department heads are not over ordering inventory and only purchasing through approved vendors. Approves requisitions for purchases of all items.
10. Inspects the property and implements action to ensure the safety and comfort from fire, injury, or illness due to unsafe or unsanitary conditions. Takes reports for any injuries that occur to any employee or guest while at the Hotel. Immediately notifies the insurance carrier along with the executive officer and company of any incidents.
11. Obtains current, competitive rate information. Completes competitive property analysis of all local competition. Develops and maintains relationships with the competition for referrals.
12. Reviews all significant items with Executive Officers for information purposes, policy decisions, or assistance requests.
13. Travel may be required and will be reimbursed by the Hotel use of your personal vehicle will be required when completing sales calls, and purchases for the Hotel. Travel may include but not limited to Conventions, Regional Meetings, and providing assistance to other Properties in company
14. The General Manager is responsible for being able to perform all positions in the Hotel. This will help the Manager in training and providing direction to his/her team members for the growth and development of the hotel and individuals that make up the staff.
15. The ability to follow written or verbal instructions daily.
16. General Managers are required to be available 24 hours a day, 7 days a week in the event there is a situation that requires immediate attention.
17. In the event there is a threat of a natural disaster (hurricane, blizzard, etc.) The General Manager is required to stay on property and follow the direction provided by the Executive
18. This position may require work hours to include double shifts, in the event of staff call offs, Holidays, nights and weekends shifts to be covered.
19. This individual is required to be able to read and utilize the Star Report, Marketing Plan, Profit and Loss Statements, Budgets, and any other Forms used by company.
20. Must be the type of individual who is a self-starter and requires little or no direction in order to complete daily tasks. This individual must be able to work well in a Team atmosphere or alone based on the task at hand.
21. The General Manager will be required to review all reports and packages sent to company or Hotel Franchise Companies to ensure all forms and responses are correct.
22. The General Manager will be required to assist the Executive Officers in creating and implementing the Marketing Plan, Annual Budget, etc.
23. Help executive officer/ lead /help to lead in all renovation projects with Team/vendors etc.
Absent extraordinary prior on-the-job experience, the General Manager position requires a High School diploma and preferably a minimum of a two-year degree, with preference toward a four-year business or liberal arts degree. Requires an occupationally significant combination of vocational education, apprentice training, on-the-job training, and essential experience in less responsible hotel skill level and management positions. A Certified Hospitality Administrator (CHA) or Certified Rooms Division Executive (CRDE) designation is encouraged
Experience: Minimum 5 years Hotel experience Minimum 3 years Management experience Minimum 1-2 years Sales and Marketing Experience. Wyndham Certification is an advantage.
Requires finger dexterity, grasping, writing, standing, sitting, walking, repetitive motions, hearing, visual acuity, and may on occasion have to lift and carry up to 40 pounds, do laundry, work in housekeeping, and maintenance.
LANGUAGE SKILLS: General Managers must have developed language skills to the point to be able to: Read and interpret documents in English such as safety rules, operating and maintenance instructions, and procedure manuals, newspapers, periodicals, journals, and manuals. Write routine reports, correspondence, business letters, summaries, and reports in English using prescribed format, and conforming to all rules of punctuation, grammar, diction, and style. Ability to speak effectively in English before groups such as customers or employees.
COMPUTER SKILLS: General Managers must have sufficient computer skills that will allow them to be able to use, in a proficient manner, all Company-issued software programs implemented at the hotel, including but not limited to the following:
· Microsoft Word Microsoft Excel
· Yield Management Systems programs
· Property Management System (PMS) programs
· Daily Revenue System (DRS) programs – M3 Accounting Systems
· Central Reservation System programs
· Payroll programs
· Company-issued internet browser programs Company-issued electronic mail programs
NOTE: Company-issued software programs implemented at a particular hotel may be changed from time to time; the General Manager is required to learn the new programs and upgrades as soon as practicable after such items are provided to the hotel.
SUPERVISORY RESPONSIBILITIES: Typically, directly supervises 7 to 60 employees at the hotel, including all department heads. Indirectly supervises all hotel personnel. Carries out supervisory responsibilities in accordance with the Company’s policies, training programs, and applicable laws. Responsibilities include recruiting, interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
|Address||474 Western Boulevard, Jacksonville, NC, 28546 View map|