General Manager

**Reports to**: Regional Vice President

**About Us**:
The Karwal Group is a Canadian property management and development company, we are dedicated to superior service and growth. We pride ourselves in providing attention to detail and providing excellent service to all our guests. We are committed to our employees and the neighborhoods in which we operate. We strive to give back by providing volunteering and sponsorship within the localities of our properties as well as regularly supporting national charitable groups and organizations.

**Scope And General Purpose**:
Create and maintain customer-driven hotel with a customer-keeping vision that inspires the hotel associates to do their best. Oversee the quality process to ensure customer satisfaction by consistent delivery of both product quality and service in accordance with hotel's profitability goals.

**Duties and Responsibilities**:

- **Administrative Duties**: Reading and writing reports, reading memorandums, communicating with all the stakeholders - guests, managers, corporate office, local associations. Critically review reports of occupancy, revenue and more. Make judgments and implement changes to maximize profits. Supervise development and revision of business plan, annual budget and annual as well as monthly forecasts. Formulate complex reports.
- **People Management Duties**: Interview, hire, and counsel department managers in the efficient operation of their respective area(s). Efficiently communicate with the employees and provide them with required direction and support. Manage performance of the entire team of employees at the property, develop performance improvement plans and have coaching conversations on ongoing basis, conduct terminations when required in accordance with the employment laws. Ensure a systematic appraisal system is in operation in all departments and effective completion/use of succession plans as required by the company. Ensure the well-being/motivation of staff through provision and maintenance of staff facilities and organization of social events in line with company policy. Ensure adherence to the collective agreement if applicable to the property. Comply with attendance rules and be available to work on a regular basis.
- **Sales Duties**: Travel to attend corporate meetings, sales trips and serve on committees such as Research, Development and Standards committee. Ensure aggressive sales activity through an effective Sales & Marketing Plan as required by company policy. Participate in community affairs and maintain positive public image for Holloway and hotel. Meet with potential and current clients and promote hotel.
- **Operational Duties**: Physically tour and visually inspect property on a daily basis. Monitor cost control, property condition, cleanliness and quality of product and service throughout hotel. Greet and maintain rapport with associates and customers. Be responsible for the full implementation and consistency of operating standards and guest care within the unit in accordance with company standards, brand standards (where applicable) and the industry rating for the property. Achieve proper maintenance of the property through planned preventive maintenance programs for Rooms & Equipment. To contribute to security of the building, company assets and guest/co-worker safety ensuring full adherence to security procedures and property handling of cash/keys by all reporting departments in line with company policy.
- **Financial Duties**: Ensure timely and accurate financial information is submitted to the management company with a proactive response to adverse trends in sales and/or profit margins. Ensure all purchasing is carried out as per the purchase order system with full and proper accounting procedures in place as required by company policy. Request emergency capital in accordance with company procedure. To ensure completion of month end and year end duties and reports as relevant to reporting department achieving timely and accurate submission of all information related to the profit and loss statement.
- **Training and Development Duties**: Work with department managers to ensure ongoing training through active monthly department training plans and documentation of training activity.
- **Customer and Stakeholder Relationship Duties**: Focus on the delivery of customer service with a professional and caring response to all guest concerns/complaints/comments as required by company policy. Ensure the innovative and profitable running of the food and beverage/catering operations, maintaining standards of service, guest care and control of costs as required by company policy. Establish a professional relationship with leaseholders as appropriate to the property ensuring adherence to the terms of the lease.
- **Health and Safety**: Ensure appropriate security measures are in place for the safety of staff and guests and be responsible for the safe guarding and security of company assets in line with