Hotel General Manager

JOB SUMMARY

Functions as the primary business leader of the property with responsibility for all aspects of the operation, including guest and employee satisfaction, human resources, financial performance and revenue generation. Verifies implementation of the Best Western brand service strategy and brand initiatives with the objective of meeting or exceeding guest expectations, increased profit and market share. The position is actively involved in the local community and builds strong relationships with local officials, businesses, and customers.

CANDIDATE PROFILE

Education and Experience

• General Manager experience.

• 3 years' experience in management operations, sales and marketing, finance and accounting, or related professional area.

Preferred:

• Best Western or Hilton operation experience preferred.

• Ability and willingness to work flexible hours including weekends, holidays and late nights.

JOB SPECIFIC TASKS

Business Strategy Development

Stays current with industry trends and monitors strengths and weakness of competition; explores new business opportunities; develops business plans designed to maximize customer satisfaction, profitability and market share.

Business Strategy Execution

Executes business plans designed to maximize customer satisfaction, profitability, and market share; ensures that property business plans and employees are aligned; experiments with new ideas and takes calculated risks to improve guest satisfaction and profitability.

Sales and Marketing

Works closely with Sales Manager to develop revenue generating strategies for property; identifies new business leads, develops tailored sales approach, and actively pursues leads with Sales Manager.

Talent Management and Organizational Capability

Creates learning and development opportunities for employees; identifies resource needs to strengthen property team; creates succession plans for future job openings; actively supports the staffing process; ensures effective work processes, systems and teamwork are in place to maximize individual and overall property performance.

Brand Champion

Serves as a passionate brand advocate and ensures that the intent of the brand is pulled through in the guest experience; communicates a clear and consistent message regarding property and brand goals to employees; serves as a role model by demonstrating exceptional work ethic and service delivery for all employees on property; champions change; inspires and motivates team to achieve operational excellence.

Business Information Analysis

Reviews business related data such as market share, financial performance, inventory, employee engagement, and customer satisfaction; analyzes business information to proactively address changing market conditions, ensure property operates within budgetary guidelines, and achieves profit margin goals.

Employee and Labor Relations

Ensures all employees are treated fairly, and with respect; builds rapport with employees by fostering an environment of open communication and spending time with employees on the frontlines; makes self-available to employees ("open door policy"); ensures pay and benefits are appropriate for labour market; celebrates the success of employees.

Revenue Management

Responsible for Revenue Management with effective pricing strategies, balancing seasonality, economy, customer segments, property objectives and customer satisfaction; ensures demand forecasting and sound revenue practices are in place to maximize yield; identifies ways to grow occupancy, RevPAR, and market share by researching and staying aware of competitor strategies; controls labour and capital expenses.

Customer and Public Relations Management

Interacts with guests and other customers on a frequent basis to obtain feedback about their experiences on property; utilizes guest/customer feedback to recognize outstanding employee service performance and improve service delivery; and for developing innovative ways to exceed guest expectations; establishes presence in the market by actively promoting an exemplary property/brand image, involving oneself in the local community, and by developing strategic alliances with local officials, businesses, and customers; anticipates needs of guests in order to deliver flawless service.

Company/Brand Policy, Procedures, and Standards Compliance

Verifies property compliance with legal, safety, operations, labour, and Best Western brand product and service standards; conducts both routine and short-notice quality assurance audits with specific departments; conducts detailed walk-throughs to ensure building, public areas, kitchen, and grounds are well-maintained, safe, and meet or exceed guest expectations; ensures employees are appropriately trained and performing to standard.

Purchasing

Implement sound purchasingpolicies, systems and procedures in accordance with Company standards. Monitor vendors for quality, service and price; Establish contracts to ensure reduced pricing for all operating areas of the hotel; verifies that quotations are regularly updated and supplier's current price lists are maintained.

Refurbishment

Arrange for routine and preventative maintenance in hotel rooms, lobbies and facilities; Organize repair projects in a manner that does not disturb guests; Plan and oversee renovations and capital projects within budgetary guidelines; Manage relationships with contractors and service providers.

Job Types: Full-time, Permanent

Pay: From $70,000.00 per year

Benefits:

• Dental care
• Extended health care
• On-site parking

Work Location: In person