General Manager

**JOB SUMMARY**:
The General Manager is responsible for all aspects of operations at the property, oversees day-to-day operations of a business to keep work organized and efficient. The General Manager is the individuals that most employees report concerns or issues to, and they must address the concerns and issues. A General Manager may take on the duties of many other employees or departments, including roles as policymaker, budget director, operations coordinator, and customer service, to fill temporary gaps or assist the team. Every aspect of a business’s day-to-day operation is a concern of the general manager, and you must be familiar and competent in all aspects. The general manager is also responsible for managing the team and overall hotel targets to deliver an excellent guest experience and would also be required to manage between profitability and guest satisfaction measures.

**CANDIDATE PROFILE**

**Education and Experience**
- 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; **5 - 10 years** **mixed** **management experience** in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.

OR
- 4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major; **5-10 years** **mixed management experience** in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.

**CORE WORK ACTIVITIES**

**Managing Property Operations and Department Budgets**
- Provide timely, real-time feedback to management team and hourly associates on service and operational standards; including feedback on even the smallest of service and operational details.
- Review and follow-up on property GSS (Guest Satisfaction Survey) scores and comments.
- Create and support clear lines of responsibility for the team, including coverage and oversight throughout the day.
- Walk the property to ensure public spaces, grounds, work and kitchen areas meet sanitation and cleanliness/maintenance standards.
- Manage the flow of labor between departments to support effective management of Labor Budget and achievement of profitability goals.
- Act as a project manager for the execution of capital improvements (e.g., renovations, reinventions, refreshes, signage, etc.).
- Delegate responsibilities for operations and projects to appropriate level of associate.
- Prepare for QA audits (i.e., daily and pre-visit activities).

**Managing and Sustaining Sales and Marketing Strategy**
- Manage relationships with decision makers at top accounts.
- Interact with in-house guests to prospect for new sources of business.
- Work with Market Sales to establish property sales strategy, extended stay occupancy targets, sales goals, and action plans.
- Understand and leverage sales and marketing advantages over competitor properties within market.
- Coach and reinforce associate selling strategies that take advantage of property amenities.
- Work with the operation team to implement sales strategy for the property.
- Develop innovative means for capturing new streams of revenue through property amenities.
- Participate in and host customer recognition events to drive sales.
- Monitor sales strategy with operation team to ensure ongoing effectiveness and compliance.
- Participate in the property sales review (PSR).
- Identify key revenue generating stakeholders and customers and communicate information to sales offices.
- Collaborate with Marketing to develop and/or sustain marketing strategies for the hotel.

**Managing Profitability**
- Measure, analyze, and communicate property performance using a variety of financial/non-financial data including controllable costs, sales revenue, guest satisfaction, and associate engagement data.
- Manage on-property controllable costs associated with rooms, housekeeping, events, and food and beverage operations.
- Initiate action to support property revenue and profitability goals.
- Update and communicate profit forecasts to associates/managers.
- Review and sign off on invoices.
- Review Property Distribution Summary (OnDemand) and Purchase Detail Reports; identify, research, and resolve balance issues.
- Consolidate reports needed for period-end review (e.g. P&L, Accounting Scorecard, Banking Report and Statistics, PACE, credit card fraud report).
- Review property performance on period basis with the operation team.

**Maintaining Revenue Management Goals**
- Manage the relationship with the revenue management team (e.g. participate in routine calls, strategy meetings, periodic update meetings, etc.).
- Review and work with appropriate revenue management reports
- Balance inventory to ensure same-day sellouts.

**Managing Relationships with Property Stakeholders (e.g., Owner and Above Property)**
- Keep brand leadership team, owners, and above property stakeholders updated on prop