General Manager

2 weeks ago

Ottawa, Canada Holiday Inn Ottawa East Full time

**Position Summary**:
The General Manager is responsible for the day-to-day management of a hotel and its staff and is accountable for planning, organizing, and directing all hotel services, including front-of-house (reception, concierge, and reservation) services, rooms/breakfast/meeting rooms operations, and housekeeping. We are seeking an energetic GM for this property with proven leadership qualities.

While taking a strategic view and planning ahead to maximize profits, the GM must also pay attention to details, setting an example for staff to deliver a standard of service and presentation that meets guests' needs and expectations.
- Fully responsible for all aspects of all departments - Financial, Sales, Front Office, Housekeeping, Maintenance
- Support and work with all Head of Departments in all aspects of running this hotel.
- Act as ‘Manager on Duty’ at all times - constant communication with all departments and guest. Act as ‘lobby lizard’ during breakfast hours and check-in/check-out hours.
- Conduct regular operations team meeting with all the HOD daily / weekly to discuss routine operational matters, sales targets, Medallia feedbacks and action taken for service recovery, and also any staff issues. Minutes of the meeting to be sent to GM/Owner.
- Monitor the purchase / indent / requests of each department, the accounts receivable (collection from debtors) and the accounts payable (payable to the vendors / suppliers etc).
- Randomly inspecting the rooms/public space/kitchen area to check the stock in hand (quality, par stock levels, expiry etc)
- Dealing with Suppliers / Vendors for quality products involving Purchase Manager and providing with financial analysis of all operational expenses.
- Inspecting all department with their respective Manager's for cleanliness, ambience, service readiness, staff grooming & hospitality culture.
- Monitor the co-ordination between all departments for smooth & efficient operations.
- Assessing and reviewing customer satisfaction and service recovery process.
- Meet all dept. heads to review & train the staff to upkeep the human capital.
- Providing timely and constructive feedback to all direct reports as and when required either formally or informally.
- Conduct weekly / Daily meeting with marketing people for enquiry & follow up & conversion to grow up the business.
- Create Financial reports on a monthly basis - Monitor and maintain operation & overhead cost in order to maintain maximum revenue to the organization.
- Be on available on call 24 hours a day to resolve any urgent problems on emergencies.
- Responsible for the overall management of the operation of the hotel.
- Any other duties assigned.

**General Manager’s Standard Operating Procedures**
- WORK SCHEDULE: Normal working hours for a General Manager are considered to be 8 AM to 6 PM, 5 days per week (minimum).
- LOBBY PRESENCE: Must be physically present in the lobby on each work day for a period of time, especially during check in/out. In addition to being present in the hotel lobby area, must greet guests and observe the appearance and conduct of all hotel employees who routinely interact with the public. This standard should also be applied to all department heads. Work closely with FOM.
- INSPECTIONS: Should conduct inspection tours of the hotel (inside and out) on a daily basis. Minimum of 15 rooms per week and keep a record, for review by your supervisors, of each inspection.
- DAILY REPORTS: Review daily reports and to complete a daily accounting work review, focusing on (1) hotel performance vs. forecast, and (2) variances to budget.
- YIELD SYSTEMS: Review the hotel’s rates and availability data as contained in (1) Yield Management Systems programs, (2) the hotel’s Property Management System (PMS) program, (3) the hotel’s Central Reservation System, and (4) those internet sites that require daily on-line maintenance by hotel management.
- WEEKLY DEPARTMENT HEAD MEETINGS: Must hold a weekly department head meeting during which all attendees will review the actual week’s business, forecast and scheduling, and upcoming events. These weekly meetings should be (1) planned in advance, (2) have a prepared agenda to be distributed in advance, (3) giving attendees proper notification, and (4) have recorded minutes.
- SALES CALLS: Make at least 3 sales calls per week (cold calls, appointment calls, etc.). The focus for this standard is to generate NEW business, maintain existing client base, and coach sales staff (see Weekly Sales Activity Report).
- INTERNAL FINANCIAL CONTROLS: Required to adhere to, and maintain, policies related to internal financial controls as presented in the Accounting Procedures and Systems Manual. These controls include primary responsibility for the safeguarding of cash and Hotel revenues.
- COMMUNICATIONS WITH GUESTS: Ensure that all dissatisfied guests are favorably impressed by the Company’s concern for their dissatisfaction. Naturally, the avoi

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