General Manager

Job description

Additional Information: This hotel is owned and operated by an independent franchisee, Sai Hospitality Management Company, LLC. The franchisee is a separate company and a separate employer from Marriott International, Inc.  The franchisee solely controls all aspects of the hotel’s employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment.  If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.

Job Description / Essential Functions

Job Title:                    General Manager

Department:              Operations

Supervisor Title:       Corporate Management and Ownership   

Job Description:   Responsible for the overall success of the hotel, meeting or exceeding planned objectives for revenue and profit, and ensuring that guest satisfaction and product quality standards are met.  Manage all areas of the hotel in accordance with brand standards, to achieve a friendly atmosphere of superior guest service and product quality.  Provide a professional image at all times through appearance and dress.  Provide exemplary performance standards for staff to follow.  Lead by example, perform other duties as required by company / brand. 

Essential Job Functions:

Guest Relations

·  Be readily available/approachable for all guests
·  Ensure that departments achieve or exceed guest’s service expectations
·  Offer proactive and professional solutions when dealing with guest concerns
·  Extend professionalism and courtesy to guests at all times
·  Become involved in appropriate community and/or government affairs
·  In all situations, provide exceptional customer service to all guests.  With adherence to legal, corporate and brand requirements, generate guest satisfactions by making their stay as comfortable and accommodating as possible in clean and well kept environment

Associate Team:  Guest Services/Maintenance/Housekeeping/FoodService/Departments

·  Communicate department and individual goals and results with the department associates.
·  Promote teamwork and individual morale, seek suggestions from the team members
·  Lead by example, demonstrating knowledge, self-confidence, energy and enthusiasm
·  Motivate and encourage staff to solve guest and associate-related concerns
·  Communicate career opportunities to team leaders and associates
·  Recognize good team performance on a continuous basis, through reward and recognition programs.  Use mistakes as teachable moments, not moments for criticism
·  Assist team leaders in meeting and exceeding personal and professional goals
·  Meet semi-annually with individual staff members on a one-to-one basis
·  Conduct monthly reward and recognition meeting, celebrating team / departments goals and associate achievements
·  Promote empowerment by recognizing team members who make decisions
·  Learn from mistakes, celebrate successes, reinforce appropriate principles for successful outcomes
·  Develop cross training opportunities throughout the hotel, and within the brand.  Use certificate training program as applicable, encourage personal and professional goals

Human Resources

·  Conduct performance evaluations for all employees, including department heads and supervisors
·  Maintain proper and confidential associate files, i.e. personnel files, medical files, investigative files etc.
·  Aggressively reduce the number of accidents, and minimize workers compensation and unemployment claims and resulting costs
·  Possess and utilize excellent time management skills
·  Thoroughly understand and implement the Corporate and Brand service culture
·  Assist the team leaders in doing the same for each team member
·  Conduct one-on-ones with team leaders and team members bi-annually
·  Provide service training on quarterly basis, utilizing local classes, trainers and other corporate training resources
·  Ensure orientations for new team members are thorough and completed in a timely fashion. Ensure associates understand all of company incentives, to which they may be entitled

Financial

·  Achieve budgeted revenue and profit goals, balancing cost with guest satisfaction
·  Comply with all corporate accounting procedures
·  Maximize revenue through the Yield Management and inventory control systems
·  Develop annual budget and capital expenditure plans
·  Aggressively minimize accident, workmen’s compensation, and unemployment claims and resulting costs
·  Utilize budgets to teach assistant general manager and team supervisors to understand company financial objectives.  Balance costs with associates / guest satisfaction
·  Develop and communicate selling strategies, utilizing brand/corporate inventory control, reports and other forecasting tools.  Review these tools weekly with Sales Manager
·  Oversee all accounting functions, including, but not limited to, accounts payable, accounts receivable, petty cash, payroll and ordering procedures
·  Know, understand and satisfy the needs of the property owners, the management company, associates, and guests, bearing in mind that these needs are subject to change

Sales and Marketing

·  Implement and encourage hotel participation in corporate national sales and marketing programs
·  Communicate competitive market condition to team supervisors and corporate management
·  Daily: monitor and maintain social media presence and communications
·  Review brand/corporate inventory controls and selling strategies daily
·  Continually solicit new business for the hotel
·  Monitor group block and direct bill processes
·  Network during breakfast and social hours to assist sales in uncovering business leads
·  Ensure all guest services and all associates understand hotel selling strategies
·  Keep current on local market conditions
·  Assist the hotel sales team with preparing the annual revenue budget and annual marketing plan
·  Maintain report with competitor hotels, lead sources, clients and the local community
·  Ensure that brand RFP/leads are responded to in a timely fashion
·  Manage sales department
·  Review period end reports
·  Attend community relations meetings

Operations

·  Perform hands-on duties as needed, to deliver proper guest services
·  Provide a safe working environment
·  Ensure accident prevention programs are taught and maintained
·  Audit regularly to ensure guest rooms, public spaces, grounds, work and kitchen area meet sanitation and cleanliness standards
·  Coordinate preventive maintenance and general cleanliness programs, so that assets are well maintained, and guest satisfaction goals are achieved
·  Become certified in food handling within 60 days of assignment by approved health department/brand trainer
·  Analyze and implement actions and procedures that use brand / corporate recommendations for business success
·  Attend all regional /brand training seminars as deemed helpful to business success
·  Coordinate brand/corporate recommended and required room care programs (including sanitizing initiatives).  Identify trends and convey suggestions, to make recommendations for improvements
·  Audit a minimum of 15 rooms/suites per week, identify displeasers and ensure general procedures and results meet or exceed standards
·  Assist and teach team supervisors in scheduling efficiency, to coordinate guest and hours per occupied room goals.  Be aware of potential need times throughout the week
·  Ensure cross – training of all associates

Administrative

·  Ensure property hiring practices comply wit I-9, ADA and EEO requirements and strive for a culturally diverse work place
·  Interview and select potential new hires
·  Promote both Guarantee of Fair Treatment and Open Door policies
·  Use constructive coaching and counseling, when addressing associates’ concerns
·  Maintain current licenses and permits as prescribed by local, state, and federal agencies
·  Have working knowledge of all corporate brand manuals and procedures
·  Scheduling of management team must include coverage of weekend and evening hours
·  Pursue continuous personal development
·  Carry out all reasonable requests, which you are capable of performing
·  With input from the team supervisors, conduct reviews in a timely fashion
·  Understand and implement brand-specific inventory control portal and daily selling strategies
·  Ensure hotel maintains compliance with all federal, state and local laws, tax laws, including exemption criteria, OSHA, EEOC, Wage Hour and Health laws
·  Practice and enforce safety standards at all times
·  Prompt and regular attendance is imperative.  Work hour flexibility and/or overtime is imperative when needed. 
·  The hotel operates 7 days a week, 24 hours a day.  Department schedules must accommodate fluctuating business demands and associates may be asked to work shifts other than those they prefer or normally work.  Overtime may be necessary
·  Act as a team leader and team player with all levels of staff.  Lead by example.

Additional Responsibilities

Current and valid driver’s license is required.

Overnight travel may be required as necessary

Professional behavior and appearance is necessary and required daily

Participation in all mandatory job training and meeting is necessary and required

Adherence to property policies and procedures, compliance with the Employee Handbook, and/or other property documents is necessary and required

Immediate response to and / or report of any suspicious activities, threats, robberies, injuries , etc. by guests, associates or other to the proper authorities is necessary and required, as appropriate.

Execute any other duties as assigned by supervisor

Equipment Operations:

·  Computer
·  Fax Machine
·  Copy Machine
·  Hotel Switch Board System
·  ADP Time Clock
·  Voice Mail System
·  Hotel Brand Front Desk System
·  Commercial Coffee Machine
·  Hotel Transportation Van, as applicable
·  Others, as company/hotel/business needs, arise

Physical Demands and Work Environment

The physical demands and work environment characteristics described here are representative of those that must be met by associate/team member to successfully perform the functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities, to perform the job functions.  While performing the duties of this job, the associate/team member is frequently required to sit, regularly use hands to handle, or feel objects, tools or controls, and talk and hear.  The associate/team member is regularly require to stand, walk and reach with hands and arms.  The associate/team member must frequently lift and/or move up to 25 pounds.

This company is an equal opportunity employer.

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