General Manager

General ManagerAt each of our properties we want our guests to relax and be themselves which means we need you to:Be you by being natural, professional and personable in the way you are with peopleGet ready by taking notice and using your knowledge so that you are prepared for anythingShow you care by being thoughtful in the way you welcome and connect with guests and staffTake action by showing initiative, taking ownership and going the extra mileDepartment: OperationsJob SummarySupervise and direct all of the activities of each department day-to-day in such a manner as to ensure the highest standards of cleanliness and appearance in the public areas and guestrooms. Ensure the confidentiality and security of all guest rooms and property.Reports To: Director of Operations / Management Team / CorporateTeam Member Handbook:All employees must completely understand the requirements of their job. Prior to being assigned to the position, a complete understanding of the Apollo Hospitality Firm's Team Member Handbook is necessary since the person holding this position will be subject to the rules and regulations listed in the Handbook as well as needing to promote and uphold them to all employees being able to accurately address all policies.Work EnvironmentOffices and work areas; guestrooms, guest and service corridors; grounds, lobby and all other areas of the property, interior and exterior.Position involves working:Under variable temperature conditions (or extreme heat or cold).Under variable noise levels.Outdoors/indoors.Around fumes and/or odor hazards.Around dust and/or mite hazards.Around chemicals.Around biohazards.Key RelationshipsInternal: Staff in housekeeping, laundry, maintenance, front desk, management, and Management Team, which consists of the Director of Operations, Corporate Executive Administrator, and Ownership.External: Hotel guests and visitors.Essential Job FunctionsAdministration & ServiceIt is imperative the General Manager be available and accessible at all times by cellular phone.Ensure all emails, text messages and phone calls from the Director of Operations and Management Team are acknowledged, answered and/or responded to as soon as possible but within 12-24 hours of receipt.Unscheduled visits to the property should be conducted at night and on weekends.The General Manager should always wear professional attire whenever on property at any time.The General Manager should be present anytime when very heavy business is expected.The General Manager must notify the Director of Operations and the Management Team ahead of time whenever you will be off during normal business hours.The General Manager must comply with the Team Member Handbook policy just as any employee pertaining to any type of leave i.e. FMLA, medical, vacation, personal time, etc.The General Manager must notify the Director of Operations when ill. A phone call to your Director of Operations followed up with an email to the Director of Operations and Management Team is the required method for notification when being out sick.Follow your GM Deadline spreadsheet, located in your Apollo Library on the Apollo server, to ensure all reporting deadlines are met effectively and in a timely manner.Complete the Weekly GM reports each week submitting via email to your Director of Operations and Management Team by 5:00 p.m. each Thursday.Ensure all required brand and Management Team deadlines are met on time. Notify your Director of Operations and Management Team via email in the event this task cannot be completed as directed.Maintain high levels of guest satisfaction through staff training, positive motivation of staff and required brand service excellence programs.Maintain a proactive internal guest satisfaction program that allows for immediate response and resolution to guest complaints and problems.Respond to all guest comments that do not meet the required service standard by phone.Post guest comment feedback and scores prominently in back of house areas for staff review.Respond to all guest and brand emails and phone calls immediately or at least by end of the workday.Review Trip Advisor and other third-party travel sites daily and respond positively to all comments, addressing any issues stated in the negative comments.Notify the Director of Operations and Management Team on any issues that arise involving serious guest or employee concerns, including but not limited to accidents, incidents, legal notices, threatened legal actions, unemployment notices, EEOC claims, lawsuits, brand inspections, theft or ownership issues.Human ResourcesAny opening for a position in the hotel must be placed on the employee bulletin board adjacent to the time clock. Any employee who is interested should be given priority consideration.Ensure that applications for employment be filed by department and kept for no less than 6 months.The General Manager must interview all final candidates for employment chosen by supervisors. Ensure that the supervisor has completed proper job reference check forms.Ensure that all candidates chosen for employment complete a pre-employment drug screen and background check filling out all necessary authorizations before hiring.Ensure all mandated brand training is conveyed to all employees at the prescribed times per brand standards and that an effective training plan is in place, being utilized in all departments for all positions.Ensure all new team members receive complete orientation following the orientation checklist. Conduct the first portion of orientation before assigning to a supervisor for completion. Conduct orientation with supervisor and new employee.Ensure all items on the New Employee checklist are completed and placed in the new employee jacket.Check the Apollo Library each time you utilize or are in need of a form, New Hire Packet, Team Member Handbook, etc. to ensure you are using the most up-to-date forms as changes may be made without notice by the Apollo Corporate office.Keep employee files up to date at all times, both the physical file and on the Apollo Server, including all required legal, brand and corporate documentation, write-ups, evaluations, and any other updates, changes or additions pertaining to each employee.Maintain all employee files in a locked and secure location in the General Manager's office at all times.Ensure that a separate I-9 file is maintained with up-to-date information and kept away from the employee files in a separate locked location in the General Manager's office in compliance with Federal Laws. All employee files are to be locked at all times.Update the Employee Information spreadsheet with any additions, deletions or changes in employee information each week and include with your weekly reporting email to the Director of Operations and Management Team. This will be updated at the end of each week by the Corporate Executive Administrator during employee file audits and returned to you with current information from the server employee files. Ensure you use the most recent spreadsheet for your updates each week.Ensure that an effective evaluation program is in place for all positions that rates employees objectively on the basis of their job performance using the job description for that role. All evaluation forms are located on the server in your Apollo Library.Complete payroll changes whenever employees are hired, terminated, or change positions. Proper paperwork must be sent to your Corporate Executive Administrator and uploaded to the server. The Corporate Executive Administrator, once approved by the Director of Operations and Management Team, will enter any pay rate changes into the online payroll system once an employee is entered into that system. Exit interview and termination checklists are to be placed in employee jacket, uploaded to the server and the Corporate Executive Administrator notified as soon as possible when an employee is terminated.A system of progressive discipline will be used for violations of the rules included in the employee manual. The General Manager must approve any discipline undertaken by a supervisor before it is discussed with the employee and the General Manager must be present for any disciplinary meeting. Only the General Manager has the authority to terminate an employee and only after the situation has been reviewed and approved by the Director of Operations. All disciplinary actions must be documented on the proper forms located in the Apollo Library and save in the employee's file appropriately.Maintain a trace file of anniversary dates, upcoming evaluation dates, upcoming payroll increase dates and birthdays on all employees, which is all included on your Employee Information spreadsheet. The General Manager should ensure that important dates do not go unrecognized.Upcoming evaluation and pay raise dates should be traced in advance so that sufficient time is allowed for completing evaluations, corporate office approval, etc. These are noted