General Manager

3 weeks ago

Minneapolis, Minnesota, United States Wyndham Hotels & Resorts Full time

Job Summary

This position is responsible for overseeing the daily operations of a hotel to achieve planned revenue and profit goals while maintaining high standards for guest satisfaction, employee satisfaction, quality assurance, and asset protection. The ideal candidate will provide leadership, training, and direction to hotel employees, ensuring a high-quality product and exceptional guest experiences.

Key Responsibilities

  • Manage daily hotel operations to achieve planned revenue and profit goals
  • Provide leadership, training, and direction to hotel employees
  • Maintain high standards for guest satisfaction, employee satisfaction, quality assurance, and asset protection
  • Develop and implement strategies to drive revenue growth and improve operational efficiency
  • Train staff to successfully perform guest service procedures and handle upset guests
  • Personally handle difficult situations involving upset guests and attempt to resolve all issues of poor guest service
  • Respond to guest complaint letters, Guest Assistance Contact Forms, and comment cards in accordance with company standards
  • Receive satisfactory scores for Medallia (guest satisfaction survey) and take action to correct any deficiencies
  • Recruit, select, train, and manage employees to deliver guest services and quality products
  • Properly administer company policies and procedures for human resources management, payroll administration, personnel transactions, and fair treatment of employees
  • Conduct wage surveys to provide input to annual budget and ensure the hotel is offering competitive wages
  • Train and develop assigned potential management candidates and trainees in accordance with Human Resources programs and guidelines
  • Provide leadership by conducting business in a professional manner and in accordance with all company policies, including standards of conduct, business ethics, and conflicts of interest
  • Receive satisfactory scores for employee satisfaction surveys and take corrective action to correct any deficiencies
  • Maintain an acceptable level of employee turnover
  • Ensure a satisfactory guest experience and protect the company's physical assets by maintaining the physical condition of the hotel in accordance with established quality control standards
  • Manage the preventative maintenance and quick-fix programs in accordance with company standards
  • Receive satisfactory scores for product quality as measured by Medallia and the mystery shopper program and take action to correct any deficiencies

About Wyndham Hotels & Resorts

Wyndham Hotels & Resorts is the largest hotel franchisor in the world and a leading hotel management company. We stand 22 brands strong across 9,000 hotels in more than 95 countries, and we offer the most diverse collection of hotel experiences in the world. Our iconic brands, united by the richest and simplest rewards program in the business, make hotel travel possible for all.

Requirements

  • Bachelor's Degree in Hotel/Restaurant Management or Business (or equivalent experience)
  • 2-5 years of experience as a General Manager or other hotel management role
  • Ability to sit or stand for long periods at a time
  • May be required to do light lifting or carrying
  • Capable of working in a fast-paced environment and in stressful situations
  • Must respond to multiple task interruptions and still provide service to internal and external customers in a professional and courteous manner
  • May be required to walk and/or stand for long periods of time
  • Must be flexible in work hours/days
  • Must be able to travel
  • Requires good vision
  • Must possess a valid driver's license and a personal vehicle
  • Must be available to work extended hours, nights, and weekends
  • Knowledge of a variety of computer software applications in word processing and spreadsheets (Word, Excel, PowerPoint, and Access)
  • Effective oral and written communication skills
  • Good analytical skills and decision-making ability
  • Ability to work independently and multi-task, prioritizing as appropriate

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