General Manager

DUTIES & FUNCTIONS (See physical requirements section for more information)

Strategy

·         Lead the effective management of all hotel functional areas to maximize financial performance while upholding quality standards and maximizing the guest experience.

·         Ensure the development of a realistic strategic business and marketing plan that defines operational goals and profitability.

·         Ensure that all business decisions are in line with the company's mission, values and guiding principles.

·         Successfully balance the needs and expectations of guests, employees, corporate, the brand and hotel ownership.

·         Manage the hotels budget, forecast, capital expenditures and monthly reporting.

·         Engage and communicate with the supervisors and managers daily.

·         Liaise and communicate with the hotel, corporate office and ownership keeping in mind their interested and needs.

·         Ensure the development of a realistic strategic business and marketing plan that defines operational goals and profitability.

 

Guest Services

·         Create and maintain customer-driven operations with a vision that inspires hotel associates and ensures guest satisfaction.

·         Spends time connecting and assisting guests every day in the lobby and public areas to ensure satisfaction.

·         Review Guest Service Scores, guest comments, Trip Advisor reviews and other customer service avenues every day and respond immediately as appropriate.

·         Share and involve guest score feedback with Executive Committee and staff to strengthen guest service-oriented culture and its impact on the hotel performance.

 

Sales/Revenue Management/E-Commerce

·         Partner with the Sales Department to develop a marketing strategy by analyzing historical, current and future hotel/market trends and creating selling strategies to capture the maximum amount of revenue and meet/exceed sales goals.

·         Take an active role in the sales process by supporting the sales team, going on sales calls, greeting potential clients during site inspections etc.

·         Attend daily business review meetings

·         Review sales goals and pace on a daily, weekly and monthly basis.

·         Participate in sales, revenue management and E-Commerce meetings and implement best practices on a daily basis.

·         Develop and implement creative ways to integrate the hotel into the local community and build long-term relationships.

·         Manage the online presence of the hotel in an effort to increase revenue.

 

Physical Plant (Engineering)

·         Oversee the physical maintenance of the hotel to ensure cleanliness, organization, safety and general condition.

·         Walk the property and inspect the agreed upon minimum number of rooms for cleanliness and preventative maintenance.

·         Develop plan to address Capex items.

·         Ensure that property preventative maintenance is conducted.

 

Human Resources

·         Oversee the Human Resources function which includes hiring and retention, employee engagement, benefits, legal and liability claims and professional development.

·         Forecasts talent needs and manages talent acquisition strategy with Human Resources to minimize lost time due to turnover.

·         Ensure that all HR practices comply with company standards as well as local and federal laws and regulations.

·         Mitigate property’s legal exposure by complying with company’s policies around claims, reporting, workers compensation, liability insurance etc.

 

Financial

·         Oversee the Accounting function including accounts receivables and payables, inventory and audit, maintenance of general ledger, analysis of data, and preparation and payroll, profit-loss statements, cash handling and controls, revenue and expense reporting, year-end audits while abiding by company policies and relevant federal and state laws.

·         Use the Master Forecast daily to review the performance and expected performance of your property and make adjustments as needed to achieve budgeted and best possible financial results.

·         Manage payroll closely on a daily and hourly basis and approve schedules as needed.

·         Ensure proper controls are in place to ensure reasonable operating and personnel costs each month

·         Ensure that Accounts Receivables and Payables are processed timely and accurately.

·         Review and re-negotiate contracts on a regular basis to reduce costs.

Leadership

·         Lead the effective management of all hotel functional areas to maximize financial performance while upholding quality standards and maximizing the guest experience.

·         Ensure that all departments meet their annual budgetary goals.

·         Create and maintain customer-driven operations with a vision that inspires hotel associates and ensures guest satisfaction.

·         Sets goals and expectations for direct reports that align performance and rewards, addresses performance issues and holds staff accountable for successful results.

·         Ensure compliance with all brand and company standards, national, state and local laws.

·         Conducts Weekly Staff Meetings

·         Oversee the Manager on Duty program.

 

Owner relations

·         Prepare high level presentations and summaries for use by senior management and owners.

·         Ensure proactive communications to owners relative to budget, forecast and actuals.

·         Ensure compliance with the management agreements and other legal documents. Understand how those documents translate into financial and legal responsibilities and how they may affect both the property and company's financial position.

·         Review forecasts and budgets to ensure that ownership property staff and CH Corporate Management are provided with guidelines of performance that are both reasonable and achievable.

 

Food and Beverage (if applicable)

·         Ensure that the food and beverage department operates within the budgeted costs/margins and is profitable.

·         Confirm that proper controls are in place to manage operating expenses and payroll.

·         Ensure monthly inventories are conducted and that tight controls are established.

 

General

·         Take ownership of the department and be ready to step in and support employees as needed to ensure efficient operation.

·         Perform duties, special assignments and projects as requested by management.

QUALIFICATION STANDARDS

General Requirements:

·         Outstanding customer service skills and ability to attend to guests and associates in an attentive, friendly, courteous and service oriented manner.

·         Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.

·         Strong and inspiring leadership skills.

·         Proven track record of hotel management success.

·         Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.

·         Thorough knowledge of hotel operations practices and procedures as well as considerable knowledge of state and federal laws and regulations.

·         Exhibit strong written and oral communication skills in terms of the ability to negotiate, convince, sell and influence professionals and hotel guests.

·         Must be able to speak, read, write and communicate in English to adequately perform the duties of the job.

·         Must be effective at listening to, understanding, and clarifying inquiries made guests, staff and corporate officers.

·         Ability to investigate and analyze current activities or information in the sales/marketing field and make logical conclusions and recommendations.

·         Ability to multitask and prioritize and delegate daily workload.

·         Outstanding organizational and time management skills.

·         Ability to handle sensitive material with the utmost discretion and confidentiality.

·         Able to travel to local and national events on behalf of hotel as needed.

·         Must be energetic, a self-starter, and able to work in a fast-paced environment.

·         Must be detail-oriented and able to work both independently and with a team.

·         Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.

·         Ability to type 50 words per minute to prepare correspondence and meet deadlines

·         Must be able to show initiative, including anticipating guest or operational needs.

·         Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform/attire and nametag.

·         Comply with company, hotel and brand standards and regulations to encourage safe and efficient hotel operations.

·         Employee must be able to maintain standards of attendance and punctuality and must be able to work varying schedules that include evenings, weekends, holidays and extended hours as business dictates.

 

Education & Experience:

·         Bachelor's Degree or equivalent work experience required.

·         3+ years of progressive hotel general management experience in hospitality or similar industry.

·         Advanced proficiency with Microsoft Excel.

·         Intermediate proficiency in the use of Accounting, Point of Sales and Property Management Systems.

·         Experience in all phases of hotel management, including sales and marketing, human resources, budget/forecast management, rooms, housekeeping, maintenance and food and beverage (if applicable).

·         Experience working in a hotel of similar size, brand and financial performance.

 

Physical requirements:

•          While performing the duties of this job, the employee is required to stand, walk, balance, reach, push, pull, lift, grasp, feel, talk, hear, see, smell, taste, climb in and out of vehicle and perform repetitive motions that require manual dexterity during and throughout their shift.

•          This position requires the exertion of up to 50 pounds of force occasionally and lifting up to 50 pounds.

•          The employee is required to have visual acuity to prepare and analyze data and figures, operate machinery, tools and vehicles, view computer terminals, determine accuracy, neatness and thoroughness of work quality, and make general observations of facilities.

•          This position sometimes requires long hours, some of which are spent sitting at a desk in a climate-controlled environment with frequent computer, mouse, 10 key touch, copiers, facsimiles, keyboards, telephones and other devices like radios.

•          This position is primarily indoors but may subject the employee to hot or cold temperatures, moderate noise levels, vibrations, hazards, atmospheric conditions and close quarters.