General Manager Hotel Operations

Job Description

Job Description

General Manager

Pell City, Alabama | Full-Time, On-Site, Exempt

Seeking a General Manager who is highly motivated, hands-on, and results oriented.

Position Overview

Under the direction of the Vice President of Operations & Strategy, the General Manager is responsible for leading the property's day-to-day operations to ensure optimum performance and continual improvement in guest services, employee engagement, sales and marketing, property appearance, and profit and financial control. The ideal candidate has a strong sense of urgency, personal initiative, and determination, and is able to drive sales while exceeding the expectations of both team members and guests.

Job Responsibilities

• Walk and personally inspect the property daily, including the lobby, breakfast area, a rotating sample of guest rooms, corridors, fitness area, back-of-house, and exterior/parking areas, documenting deficiencies for immediate correction.
• Monitor profitability of the hotel through verification and analysis of monthly P work through team members to assist and initiate corrective actions.
• Monitor cost and inventory matrixes for housekeeping supplies, breakfast/food items, and operating supplies.
• Create the hotel's annual operating budget and monitor performance against it throughout the year.
• Actively participate in sales initiatives, including weekly teleconferencing calls and revenue management calls.
• Directly oversee the Sales Manager, including daily sales activity and pipeline, and monitor Average Daily Rate (ADR) performance on an ongoing basis to ensure rate and revenue goals are being met.
• Utilize Smith Travel Research (STR) reports to understand where the hotel is under performing and implement corrective actions to improve.
• Forecast occupancy and revenue projections weekly and adjust staffing and purchasing accordingly.
• Actively participate in creating the annual marketing plan for the property.
• Prepare for and pass brand-initiated Quality Assurance (IHG LQA/Focus) inspections with high results; provide corrective action plans for any deficiencies.
• Maintain thorough knowledge of IHG product and service quality standards; ensure adherence to IHG brand standards at all times.
• Ensure all fire, life-safety, and workplace safety standards are being maintained throughout the property.
• Monitor guest satisfaction through IHG survey scores, social media, and third-party review sites; ensure deficiencies identified in guest feedback are addressed and corrected.
• Oversee daily front desk operations, including check-in/check-out, rate integrity, group and corporate account handling, and resolution of escalated guest complaints.
• Oversee daily housekeeping operations, including room inspections, linen and supply inventory, and preventive room-care schedules.
• Oversee the complimentary breakfast service and maintenance/engineering functions, including preventive maintenance schedules and work-order follow-through.
• Oversee the Preventive Maintenance (PM) program and ensure rooms are PM’d in accordance with company and/or brand requirements.
• Ensure best practices are used in hiring and training; assist in establishing training and development programs for all associates.
• Administer the annual performance review of immediate reports and oversee performance reviews of all team members.
• Recruit and hire competitive talent for the hotel, and promote opportunities to attract and retain a high-performing team.
• Execute and monitor goals and strategies assigned to the hotel by ownership and brand leadership.
• Ensure all staffing levels are met across front desk, housekeeping, breakfast, and maintenance, and make arrangements to cover any gaps.
• Manage human resources functions for the hotel, including controlling turnover, motivating employees, focusing on development and retention, and conducting regular employee meetings.
• Create and maintain a positive, professional working environment at the hotel.
• Ensure every associate adheres to a strict code of providing excellent, consistent service through IHG-directed service initiatives.
• Provide hands-on leadership to ensure proper execution of hotel policies and procedures.
• All other duties and special projects as assigned.

Qualifications

• Bachelor's degree preferred but not required.
• Minimum 3 years' of experience in a similar hotel management position, or the equivalent combination of education and experience.
• Experience working with IHG Property Management Systems, Quore, Delphi, and Amadaus and CoStar products
• Strong organizational skills.
• Proficient in Microsoft Word and Excel.
• Ability to create and develop a dynamic team.
• Ability to problem solve and be flexible.
• IHG brand experience required.