The General Manager is directly responsible for the hotel's operation, including profitability, guest service, product quality, and overall cleanliness and maintenance of the hotel property.

 

Responsibilities:

Hotel Leadership

•  Lead the hotel team utilizing a participative style, be readily available and effectively communicate with each member, coordinate the operation of each individual's department and special projects, and assist in identifying problems and solutions.

•  Guide the committee in dealing with the hotel's problems and opportunities to serve the financial interests of the property best.

•  Create a customer-responsive culture where exceptional customer service prevails.

•  Coordination of stay details for VIPs and act as the point of contact

 

Operating Budget

•  Development of an annual operating budget, which will serve as an operating plan and define required levels of achievement.

•  Assure achievement of the annual budget in revenues, costs, and profits through accounting diligence and expenditure controls, and proficient accounting practices.

 

Departmental Objectives

•  Set written priorities and key objectives for each department head quarterly, including action plan and completion date.

•  Follow up to ensure successful implementation and follow-through and take corrective action in the event of failure to meet assigned objectives.

 

Forecasting

•  Monthly forecasting of operating staff and cost expenditure.

•  Acts as the primary liaison for accounting in researching chargebacks, deposits, or other finance-related issues and responds in a timely manner

•  Adhere to monthly financial reporting deadlines

•  Protect and enhance the value of all hotel assets through appropriate programs in Maintenance, Housekeeping, and through the capital budgeting process.

 

P & L Statement

•  Monthly review of financial statements in order to correct problems, ensure spending is in line, and plan for future business.

•  Regularly review all major expenses.

 

Employee Relations

•  Communicate, counsel, and assist in staff development.

•  Be visible and available to all personnel in accordance with the Company's open-door policy.

•  Lead monthly department employee meetings or appoint a leader to run the employee meeting.

•  Actively participate in the hiring process of all exempt & non-exempt employees in all operating departments

 

Staff Evaluation

•  Conduct performance appraisal and personal development plans for management staff.

•  Identify substandard performance of individual managers and outline improvement action, including taking corrective or disciplinary measures.

 

Staff Hiring

•  Assure level of experience, knowledge, and ability to meet job requirements of all hotel management.

•  Cost Controls Review controls and always assure adherence in order to protect the hotel's property/assets.

 

Wage and Salary Administration

•  Review all wage and salary increases assuring compliance with wage scales and compensation philosophies as outlined in the budget.

•  Future Business Quarterly review of future bookings of room nights and banquet sales, early identification of weak periods, and implementing yield management practices.

 

Revenue Management

•  Quarterly review of pricing, including review of cost increases and competitive pricing in room rates, restaurant, and lounge.

•  Assure recommendation and implementation of price increases on a timely basis.

 

Inspection

•  Regular personal inspection of guest rooms, public areas, and the back of the house. Ensure that written lists are developed of corrective actions required for implementation by housekeeping, maintenance, and operating departments.

•  Guest service through leadership and example, establish a friendly, courteous, service-oriented approach to guests that is exhibited by all hotel employees.

•  Establish and implement guest service standards for all departments, periodically review, and identify problems and corrective actions.

 

Property Maintenance

•  Assure that an ongoing program is followed in regular repair and upkeep of the facility, landscape, and equipment by developing and implementing a preventive maintenance program.



Marketing Plan

•  Development of annual sales and marketing plan in coordination with VP of Sales & Marketing

•  Monitor implementation of marketing plan action steps.

 

Sales Management

•  Regular review of sales solicitation activities, room nights productivity, and group room rates sold by the sales department.

•  Regularly review individual productivity taking corrective action and guiding as needed.

•  Evaluate market mix and take action in order to best position the hotel for increased business.

•  Involvement in sales solicitation of key accounts by reviewing contracts, meeting with the sales department, visit key account contacts in person and by phone.

•  Food and Beverage Promotion

•  Monitor the success of F&B promotion programs. Take corrective actions as required.

•  Monitor sales levels in order to take steps to reverse negative sales trends.

 

Front Office Management

•  Regular review of Front Office results in order to maximize room revenue.

•  Identify problem areas and initiate solutions.

•  Anticipate internal/external guests’ needs, respond promptly, and acknowledge all guests, however busy and at whatever time of day.

•  Maintain positive internal/external guest relations at all times.

•  Maintain complete knowledge at all times of the status of hotel room count, group arrival, VIPs, special events, and knowledge of job responsibility of staff.

 

Community Relations

•  Represent the hotel within the local community, positioning the hotel as a good corporate citizen that is involved and supportive of community affairs.

 

Policies and Procedures

•  Assure all Com