General Manager

JOB SUMMARY The General Manager will lead the successful operation and administration of all hotel departments, including: Front Office, Housekeeping, Food and Beverage, Sales & Marketing, and Engineering. Overall, this position is responsible for ensuring a consistent focus on providing an exceptional guest experience and maximizing profitability of the Hotel. Additionally, the General Manager is responsible for upholding and adhering to the IHG brand standards for the Holiday Inn Express. To achieve desired outcomes, the General Manager will plan, implement, and control effective strategies that drive results through the creation, development, and maintenance of a competent, motivated, and empowered team. The General Manager must also be involved within the community and represent the hotel in a positive manner. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. PRIMARY RESPONSIBILITIES Develop a culture forward atmosphere for the enjoyment of guests and team members alike. Ensure that the hotel is adhering to all brand standards and “Quality Assurance Inspection Ready” at all times. Focus on experiential hospitality, implementing systems to provide consistently high levels of service to guests while creating unique and memorable individual experiences. Champion continued development, motivation, training, and education of team members to achieve their personal goals and growth. Lead by example and “have a roll up your sleeves, get the job done as a team” mentality. Be a passionate storyteller, becoming intimately knowledgeable about the local community and support of fellow hospitality businesses. Keep abreast of the competition, local events, and hospitality trends. Work collaboratively with managers and supervisors to meet or exceed the hotel’s financial budget and guest service goals. Establish consistent operating procedures and ensure they are consistently followed. Responsible for the appropriate scheduling of hotel staff to ensure guest needs while ensuring labor budgets are withheld. Responsible for all property-based Human Resources and accounting functions, including monthly forecasting and reporting, inventory, cash flow, and annual budget writing. Assist in the development of the annual marketing plan & budget by developing strategies to increase occupancy and revenue. Participate in weekly revenue management and sales strategies calls. Conduct daily stand-up meetings with management/staff to ensure employees are informed. Ensure the cleanliness and condition of all equipment and each area meets designated hotel standards and the appropriate inspections are carried out on a consistent basis. GUEST SERVICE & SATISFACTION Responsible for Guest Service scores, review the scores with the staff, site areas for improvement, and create incentives for hotel staff. Handle guest feedback and special requests, resolve any guest issue, and respond to guest reviews. Demonstrate a commitment to servicing the guest and take initiative to speak to all guests. Show personal control by maintaining a positive attitude, and staying calm and patient in all situations. JOB REQUIREMENTS College degree and five years of related experience in hotel operations. Strong verbal and written communication skills. Significant attention to detail. Complete understanding of NOI profitability and budget goals. Computer skills required – experience with Hotel information systems preferred. Experience with Opera PMS preferred. Experience with IHG properties and systems preferred.

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