General Manager Fairfield Inn King of Prussia, Pa
2 weeks ago
**What You’ll Do**:
The Head Honcho. The Big Cheese. The General Manager is responsible for all aspects of the operation of the hotel. Your leadership and strategic planning skills are integral to maximizing operations and guest satisfaction. We’re looking for someone to lead our staff by example. As such, the General Manager is expected to embody company culture and values. You will create an environment that fosters teamwork, builds morale, and increases retention.
This career defining position will focus on adhering to established procedures, compliance with all **Brand Standards of Operations** and heavy emphasis on **Guest Satisfaction** programs for the property.
A position of this kind will require working both evenings, days, weekends and holidays when needed. This position is geared towards maintaining open lines of communication between associates and guests, resolving any guest complaints or issues and ensuring all associates are properly trained to provide exceptional customer service. There should be a heavy focus on devising and executing guest experience strategies and programs, communicating with guests before, during, and after their stay to collect feedback and resolve issues. Assisting with training and supervising staff on guest experience standards and best practices, analyzing guest data and metrics to identify areas of improvement is also required.
If you are a high energy driven individual that enjoys interacting with internal and external guest, then this opportunity is perfect for you We’re waiting for you to join our team
**Summary of Essential Job Functions**:
- Communicate effectively both verbally and in writing to provide clear direction to staff. Assign and instruct guest service agents in details of work. Observe performance and encourage improvement.
- Greet guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information such as outlet hours and local attractions.
- Promptly complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Promote PM Hotel Group and brand-specific marketing programs. Make appropriate selection of rooms based on guest needs. Code electronic keys. Nonverbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate. Close out guest accounts at time of check out. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances. Requires standing and continual mobility throughout front office area.
- Verify credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, travelers checks and other forms of payment. Perform accurate moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer.
- Promptly answer the telephone using a positive and clear voice. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.
- Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for GSA’s and other employees. Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions. Make decisions and act based on previous experience and good judgment, sometimes revising approach to accommodate unusual situations. Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.
- Communicate both verbally and in writing to provide clear direction to staff.
**Here are a couple of the tasks you can expect to do daily**:
- Monitor the full range of operations and financial performance of the hotel while providing operational guidance to leaders and team members.
- Ensure the financial success of the hotel by managing expenses, controlling labor costs, and assuming overall responsibility for revenue management.
- Confer with administrative personnel to review activity, operating and sales reports to determine changes in programs and/or operations.
- Seek out critical information on market trends, segment behavior, and other data to make informed decisions and remain ahead of the pack.
- Develop and supervise programs that promote a positive work environment for all associates while ensuring that all employment-related processes and documentation are in compliance with local, state and federal laws and regulations.
- Assure regular repair, upkeep, and overall general maintenance of the hotel and provide a system of ongoing maintenance of facilities and eq
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