General Manager

Overview Department: Administration Reports to: Regional Director of Operations Direct Reports: Assistant GM; Department Supervisors; all other property staff. SUMMARY: Responsible for directing and overseeing all operational activities and departments in the hotel in order to maximize revenue, deliver a positive guest experience, and provide exceptional customer service for the guests. Keep guest satisfaction as high as possible. ESSENTIAL DUTIES AND RESPONSIBILITIES: Provide exceptional customer service to all hotel guests, making their stay as comfortable and accommodating as possible while achieving team and Brand goals. Perform quality assurance (QA) requirements for property and ensure property supervisors perform QA for their areas of responsibility. Know and satisfy the needs of the property owners, the Management Company, associates, and guests bearing in mind these needs are subject to change. Manage all sources of revenue including the rooms, housekeeping, food and beverage, engineering, and other departments. Ensure all departments are profitable and maintain strong working relationships. Along with the sales team, create local and national marketing plans and pricing strategies and know market segments. Respond quickly to changing market conditions and revise strategies accordingly. Actively participate in sales discussions, meetings and plans. Know key account executives and business base. Know monthly production levels for each sales person on the staff. Ensure that all policies, procedures, federal, state and local ordinances with regard to personnel, security, cash handling, guest relations and safety are followed. Maintain and improve property standards and service to ensure guest satisfaction and the right public image. Ensure that the property and its inventories are always in the best of conditions. Develop annual budget and capital expenditure plans. Achieve budgeted revenue and profit goals, balancing cost with guest satisfaction. Comply with all corporate accounting procedures. Prepare and submit on a timely basis operational results/reports to corporate office and/or property owners. Ensure the implementation of and adherence to all policies and procedures. Walk and inspect property several times daily, and enforce the implementation of actions toward the safety, comfort, and cleanliness of the hotel and guest satisfaction. Ensure property hiring and all associate practices comply with company and legal requirements and strive for a culturally diverse work place. Select, train, and direct department supervisors and other associates as necessary keeping them well versed in all policies and procedures. Delegate various tasks to the AGM and/or department supervisors to ensure the smooth operation of the property. Monitor performance, develop, and guide associates in career paths. Conduct performance evaluations for all employees, including department heads and supervisors. Responsible for maintaining proper and confidential associate files, i.e., personnel files, medical files, investigative files, etc. Promote teamwork and high morale with associates. Aggressively reduce the number of accidents, and minimize worker’s compensation and unemployment claims and resulting costs. Assist in the development and implementation of Sales and Marketing Program and Quarterly Sales Strategy Reports. Continually solicit new and repeat business for the hotel. Accompany the Sales Manager on sales calls. Become involved in community and/or government affairs. Possess and utilize excellent time management skills. Remain highly visible and readily available for guests at all times. Take initiative to offer assistance or answer questions throughout the hotel. Ensure that a viable key control program is in place. Ensure InterMountain-approved web-based system of work order accountability is used fully and appropriately. Thoroughly understand and implement the Brand service culture. Perform all shift checklist responsibilities. Support team members to ensure the team’s entire workload is completed daily. Provide a professional image at all times through appearance and dress. Perform other duties as required. SUPERVISORY RESPONSIBILITIES: All property positions. QUALIFICATION REQUIREMENTS: To perform this job successfully, an individual must be able to perform each duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the job functions. Education and/or Experience: Hotel Management, General Business or Marketing degree preferred. Two to three years management experience preferred. Or equivalent combination of education and experience. Knowledge, Skills and Abilities: Ability to maintain confidentiality of business and financial matters and information related to the property, owner(s), partners, guests, associates, etc. Ability to work in a courteous, tactful and patient manner with hotel guests, other company associates and management including corporate associates, property owners, vendors, suppliers, and other members of the general public conducting business with IMM and its owned and managed properties. Strong interpersonal skills needed to cultivate customer relations and work with associates of various levels and backgrounds. Ability to communicate effectively and professionally verbally, in writing, and utilizing proper business telephone etiquette, and in making presentations. Ability to work in a fast-paced, high-energy and demanding work environment. Excellent time management skills; multi-tasking skills; ability to prioritize and coordinate details. Substantial knowledge of hotel operations or ability to learn quickly. Good management and supervisory skills. Ability to work as a team player with all levels of associates. Excellent problem analysis and problem-solving skills required. Good computer skills. Ability to learn and accurately use M3 software and other software as needed. Dedicated, hard-working, self-motivated to work independently with little guidance. Flexibility to monitor and adjust schedules. Good understanding of revenue generation and profit / loss implications. Possess strong working knowledge of P&L statement. Understand brand-specific inventory control portal and daily selling strategies. Ensure hotel is in compliance with all federal, state and local laws, tax laws (including exemption criteria) OSHA, EEOC, Wage Hour and Health laws. Excellent guest relations skills. Effective negotiation skills and strategic thinking. Practice safety standards at all times. Complete knowledge of Emergency Equipment Manual, i.e., utility and water shutoff equipment, fire alarm system/panel and emergency procedures, etc. SPECIAL REQUIREMENTS: Prompt and regular attendance. Work flexible hours and/or overtime as required. The hotel operates 7 days a week, 24 hours a day. Department schedules must accommodate fluctuating business demands and associates may be asked to work shifts other than those they prefer or normally work and overtime as required. Act as a team leader / player with all levels of staff. Lead by example. Participate in self-development to include participation in IMM sponsored webinars and training programs, independent on-site training activities and non-company activities (reading, participation in civic and professional associations, courses, or seminars). Current and valid driver’s license. Over-night travel as necessary. Professional behavior and appearance. Participate in all mandatory job training and meetings. Adhere to property policies and procedures, the Employee Handbook, and/or other property or IMM documents. Immediately respond to and/or report any suspicious activities, threats, robberies, injuries, etc. by guests, associates or others to the proper authorities as appropriate and to IMM. On-call status CPR/First Aid Certification or ability to obtain certification. EQUIPMENT OPERATED: Computer Fax machine Copy machine Micros machine Commercial coffee machine PHYSICAL DEMANDS AND WORK ENVIRONMENT: The physical demands and work environment characteristics described here are representative of those that must be met by an associate to successfully perform the functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the job functions. While performing the duties of this job, the associate is frequently required to sit; regularly use hands to handle, or feel objects, tools, or controls; and talk and hear. The associate is regularly required to stand, walk, and reach with hands and arms. The associate must frequently lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus. The noise level in the work environment is usually quiet to moderate. SELECTION GUIDELINES: Formal application, rating of education and experience; oral interview; reference and other background checks, and job related tests may be required. The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position. The job description does not constitute an employment agreement between the employer and associate and is subject to change by the employer as the needs of the employer and requirements of the job change. #J-18808-Ljbffr