General Manager

3 weeks ago

TN United States TownePlace Suites RiverwalkPigeon Forge Full time
Job Description

Gibson Hotel Management, Inc. is a leading hotel management company based in Knoxville, Tennessee. We are seeking a highly skilled and experienced General Manager to lead our team to success.

Responsibilities
  • Supervise and monitor front desk staff, executive housekeeper, housekeepers, maintenance person, and van drivers to ensure they are performing their duties as specified in their job descriptions.
  • Coach and counsel employees, hire and fire appropriately in accordance with forecast.
  • Remind front desk clerks daily of the importance of marketing duties such as discount coupons, referring other M. Gibson hotels, marking all walkouts, franchisor promotional items, courtesy call backs, and making notes of any new commercial customers checking in so that a new account can be opened.
  • Take personal ownership for the day-to-day operations of the hotel and quality of service delivered.
  • Create a productive working environment for employees.
  • Maintain a positive attitude during interactions with guests, vendors, and employees.
  • Deal with employees and guests in a fair and consistent manner.
  • Develop a personal schedule and organized system to complete job activities on time.
  • Ensure messages are clear and understood and individual communication needs addressed.
  • Think through questions or problems and determine appropriate solution.
  • Consider all liability issues first and foremost before making any decision.
  • Cover other areas of the hotel as needed.
  • Ensure that guest call back program is in place and repeated.
  • Follow M. Gibson Hotels employee handbook for rules and regulations.
  • Adhere to all M. Gibson Hotels Standards of Conduct policies & procedures.
  • Ensure pantry is stocked and business center and HSIA is in good order.
Guest Service & Satisfaction
  • Respond promptly to any guests' inquiries or complaints (if reasonable) by either doing it himself or herself or delegating an employee to help.
  • Living the guest service philosophy is always first.
  • Offers alternate solution if guest demand cannot be met.
  • Shows personal control in front of guests by maintaining positive attitude, staying calm & patient, avoiding use of negative language, and never displaying anger.
  • Demonstrates a commitment to servicing the guest; takes initiative to speak to a guest.
  • Acknowledges every guest with eye contact, nod, & greeting.
Individual Effectiveness
  • Arrives to work on time; gives advance notice when absence is anticipated.
  • Is honest with all employees & guests; helps other employees when needed.
  • Refrains from eating, drinking, or smoking in the presence of guests.
  • Grooms properly by displaying healthy personal hygiene & wearing proper uniform (no jean pants) with name tag.
  • Is on call 24 hours a day, 365 days a year.
  • Addresses all problems & issues with the managing partner of that hotel (all purchasing, marketing, and personnel responsibilities are with the GM and the managing partner of that hotel, as well).
  • Works with the assistant general manager to complete any duties assigned only if the GM does not have sufficient time to perform these duties himself/herself.
  • Follows a position's job description whenever working that position.
  • Maintains excellent communication with employees and the corporate office.
Requirements
  • High School Diploma or equivalent.
  • Degree in Business Administration, Hospitality Management or related field is preferred.
  • 2-4 years in hospitality management.
  • Marriott Experience a HUGE plus.
  • Strong leadership and team-building skills.
  • Excellent communication and interpersonal skills.
  • Highly organized with excellent attention to detail.
  • Positive attitude.
  • Team Player.

Gibson Hotel Management, Inc. is an equal opportunity employer and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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