GENERAL MANAGER

Job Purpose:  To manage a hotel’s operation and maintain established cost and quality standards in order to ensure superior service and maximize profits. 
 

Key Responsibilities:

• Oversee all aspects of hotel operations, including front desk, housekeeping, and food and beverage services.
• Ensure guest satisfaction by addressing inquiries, resolving complaints, and providing personalized service.
• Manage and train hotel staff, fostering a positive and productive work environment.
• Develop and implement operational policies and procedures to enhance efficiency and service quality.
• Monitor financial performance, including budgeting, forecasting, and cost control measures.
• Collaborate with marketing teams to promote the hotel and increase occupancy rates.
• Ensure compliance with health and safety regulations and maintain a clean and safe environment for guests and staff.
• Other duties as assigned.

Job Skills:

• Computer skills to include word processing, spreadsheet, and familiarity with brand specific property Management System(s).
• Ability to exercise excellent communication, presentation, organization, time management and listening skills.
• Ability to use analytical skills for measuring business potential and value to the hotel.
• Ability to successfully interact with all levels of customers and hotel management.

Management Activities:

• Interview, select and train associates
• Set and adjust associates’ rates of pay and hours of work
• Direct the work of associates
• Appraise associates’ productivity & efficiency to recommend promotions or other changes in status
• Handle associate complaints
• Discipline associates
• Plan the work
• Determine the techniques to be used
• Apportion the work among associates
• Determine materials, supplies, machinery, equipment or tools to be used or merchandise to be bought, stocked & sold
• Control the flow and distribution of materials or merchandise and supplies
• Provide for the safety and security of the employees or the property
• Plan and control the budget
• Monitor or implement legal compliance measures
• Customarily and regularly direct the work of at least 2 or more full-time associates or their equivalent (1 full-time associate at 40 and 2 half-time associates at 20 hours each, are equivalent to 2 full-time associates).
• Authority to hire or fire other associates, or makes suggestions and recommendations as to the hiring, firing , advancement, promotion or any other change of status of other associates are given particular weight.

Discretion & Independent Judgment:

• Develops new programs which result in an increased level of guest satisfaction and operational excellence
• Prepares the annual hotel budget.
• May deviate from established procedures to modify strategies that will enhance revenues effectively.
• Modifies strategies that will enhance revenues.
• Develops short term and long term financial and operational plans for the hotel which support the overall objectives of the company.
• Investigates complaints and maintains product and service quality standards by conducting ongoing evaluations and initiates corrective action.
• Makes an independent choice to develop sales action plans and evaluate trends to modify strategies that will enhance revenues.

Physical Requirements:

• Ability to speak and hear in English. Close and distance vision. Frequent sitting with some walking and standing. Frequently lifts/carries up to 10 lbs. Continual use of manual dexterity and gross motor skills with frequent use of bi-manual dexterity and fine motor skills.
• Additional physical & visual requirements
• Walk extended distances
• Able to work overtime and irregular hours

Working Conditions:

• Continually works in normal office conditions and in close proximity to others.

Education - Bachelors degree in Hotel Management or a related field is preferred.

Experience (Required) - Minimum 3-5 years of experience as a General Manager in a branded hotel (Marriott/Hilton/Hyatt) with a strong background in operations, sales and marketing.

Licenses/Certifications - Possess a valid driver’s license and be able to drive to customer appointments.