Our mission is to offer consistent value while providing quality accommodations to our guests.
The General Manager is responsible for the overall management of the hotel operations, including the financial planning and control, developing and executing business plans, and directing the property sales efforts. The primary job responsibilities fall into the areas of guest services, sales and marketing, profit management, financial analysis, human resource management, payroll, asset management, and safety and security. In addition to the hotel management responsibilities, the General Manager is involved in the management company’s leadership team, actively participating in meetings, team functions, and determining company policies. The position has frequent contact with hotel owners and investors to provide information and discuss operations.
The General Manager is responsible for promoting, managing, and coordinating the daily operations of the hotel. The General Manager will increase hotel revenues, improve efficiency, and increase brand loyalty in the local community. This position will assist in achieving the company's mission and goals while ensuring quality customer service standards and focus. As needed, this position will provide leadership to all associates in their respective departments as well as inspire all associates to achieve the company's financial and customer service goals and objectives.
This position requires the performance of technical and administrative duties including writing and reviewing reports (occupancy, yield management, capital planning, payroll, etc. The position is also responsible for interviewing, hiring, coaching and counseling department managers and employees in the efficient operation of their respective areas. The General Manager must also maintain regular and ongoing monitoring of staff to ensure the adherence to pre-established policies and procedures.
The essential functions of the General Manager include:
- Ensuring compliance with company/franchise standards for personnel administration and performance, service to patrons, and room rates
- Delegating authority and assigning responsibility to all employees; supervising work activities of all employees
- Ensuring staff receives proper training for each position, including safety training and standard operating procedures
- Allocating funds, authorizing expenditures and assisting Area Director in budget planning
- Monitoring cost controls on a regular basis
- Performing duties of a Sales and Marketing manager including making marketing calls; attending community business functions; working with travel agents and direct bill accounts; and coordinating sales promotions
- Inspecting guests' rooms, public access areas, and outside grounds for cleanliness and appearance
- Answering patrons' complaints and resolving problems to maintain Guest Satisfaction
- Handling and resolving employee issues
- Conducting annual wage scale surveys and ensuring employee wages follow wage and salary guidelines
- Adhering to all franchise and company procedures and regulations as well as standard operating procedures
- Ensuring bank deposits are made daily, including weekends and holidays
- Ensuring employee paperwork, work schedules and payroll are completed accurately and submitted in a timely manner
- - Auditing daily reports and processing monthly paperwork
- Ordering supplies and equipment as needed and in accordance to company procedures
- Being available 24/7 with reliable transportation
Key qualifications of a General Manager include:
- Must be able to train, supervise, and motivate people.
- Must be able to actively, openly, and continually communicate with guests, perspective customers and employees.
- Must have a basic understanding of all job categories to be able to assist when needed.
- College degree in hotel management is helpful, but not required.
- Must have above average communication, reading, writing, and mathematical skills.
- Must be able to work weekends and holidays as needed.
- Ability and commitment to exceed a standard 40 hour work week, typical General Manager hours exceed 50 hours per week.
- The ability to have the property exceed franchise and company quality standards.
- Must have an understanding of hotel sales and marketing, budgets, and requirements to achieve profitability.
- Extraordinary leadership and coaching skills.
- Strong interpersonal, verbal and written communication skills
- Ability to train and supervise employees
- Ability to handle multiple tasks
Assistant General Manager
Assistant General Manager
The Assistant General Manager is responsible for the management of the Front Desk and Front Office and assisting the hotel general manager with the daily operations of the hotel to maintain franchise and company standards for guest satisfaction, associate satisfaction, quality assurance, and asset protection. The Assistant General Management must -demonstrate leadership and professional image to associates, guests, sales accounts, local community representatives, vendors, and competitors.
The Assistant General Manager leads all department managers (Front Office, Housekeeping, Maintenance, etc.) to ensure the maximization of overall profit, service and team member satisfaction goals are exceeded. The Assistant General Manager communicates with guests and team members both verbally and in writing to answer questions and provide clean direction in advising and instructing staff in details of work. The Assistant General Manager organizes and conducts meetings to obtain and disseminate pertinent information.
The essential functions of the Assistant General Manager include:
- Cost management as measured by department and hotel budgets.
- Guest Satisfaction as measured by guest surveys.
- Maintaining appropriate levels of associate satisfaction as measured by departmental associate turnover and retention, and company standards.
- Maintaining appropriate levels of product quality.
- Asset protection.
- Leadership and training of hotel staff
- Learning and developing all skills required to become a General Manager
Key qualifications of an Assistant General Manager include:
- The ability to perform critical analysis.
- The ability to manage extensive amounts of information and provide constructive feedback/direction.
- An extensive knowledge of hotel operations, human resources and hotel financial processes.
- Excellent written skills sufficient to produce communications that properly reflects the hotel’s image.
- The ability to read, write speak and understand the English language to communicate with guests and team members.
- Excellent oral communication and presentation skills.
- The ability to listen effectively.
- The ability to work effectively both independently and as a team.
- The ability to manage multiple projects, meet and work effectively under time and resource constraints.
Director of Sales
Director of Sales
The Director of Sales has the overall responsibility in driving total revenues by increasing RevPAR and gaining market share through the proper direction of the sales, catering and reservations department. The Director of Sales is responsible for soliciting business for the hotel, account management, finalizing contracts for group bookings, actively seeking new clients for hotels, maintaining relationships with existing clients to generate repeat business and assisting in the development of Sales Associates. The Director of Sales also assists in the preparation of annual budgets, positioning the hotel within the competitive set through proper pricing and maximizing revenue through aggressive yield strategies.
The Director of Sales is responsible for generating revenue to meet or exceed budget within assigned market segments and is instrumental in increasing RevPAR to target rates. The Director of Sales is responsible for penetrating assigned territory, closing business, and client maintenance. This position requires the ability to effectively communicate with the guests in a friendly and positive manner and to meet client needs and resolve complaints. This position is required to actively develop, solicit, and secure SMERF, association, government and corporate business. This position requires a person who is willing to spend 80% of their time out of the office securing this business.
The essential functions of the Director of Sales include:
- Achieving the annual sales goals of the hotel by developing, implementing and directing the strategies and actions in accordance with the marketing plan; coordinating service activities related to the sales function to maximize customer satisfaction and profitability of the hotel.
- Directing the overall sales activities of the hotel to achieve budgeted goals
- Participating, assisting and providing input in the development of annual sales goals and room rates for the annual hotel marketing plan and ensuring that they are fully implemented.
- Directing the reporting and appraising of results against planned objectives.
- Assisting in the preparation of the budget and ensuring the department operates within cost constraints.
- Soliciting, evaluating, selling and confirming business to meet overall budgeted sales and profit margin.
- Ensuring established sales office administration guidelines are executed, followed and maintained.
- Enhancing the hotel’s community image through active participation and involvement in community organizations and staying abreast of the competition, new developments and sales methods and techniques in the hotel industry to maximize profitability.
- Preparing reports, as requested to develop a more informative database for improved management decision-making and critical evaluation of work activities.
- Performing all necessary supervisory functions to effectively and efficiently manage the personnel assigned.
Front Office Manager
Front Office Manager
The Front Office Manager is responsible for maintaining a high quality of service offered to guests while maximizing revenues and profitability through the management of functional areas of guest registration, bell services, PBX, night audit and the security department.
The essential responsibilities of the Front Office Manager include:
- Supervision and training of front office staff
- Operation of the front office of the hotel
- Conducting daily shift meetings
- Maintaining a high level of guest service
- Maintaining a high level of knowledge of the competition, their products and offerings
- Developing short and long-term financial and operational plans for the guest service department, in relationship to the overall objectives in the hotel.
- Adhering to departmental financial guidelines and assisting in development of the annual hotel budget.
The Executive Housekeeper is responsible for exceeding customer expectations and the daily supervision of cleaning personnel to ensure clean, orderly, attractive rooms in the hotel and overall cleanliness throughout the hotel. The Executive Housekeeper manages the operations of the housekeeping and laundry areas of the hotel to ensure that product quality and guest satisfaction is achieved while maintaining a department productivity objectives. This position is also responsible for the establishment and maintenance of cost control systems for linen, cleaning, and guest supply inventories.
The Executive Housekeeper must be able to lead by example and train department associates effectively, communicate effectively both written and oral, and exercise good analytical skills and decision-making ability. The position requires an ability to maintain strong departmental cost control, staffing levels, and PAR levels of supplies. The Executive Housekeeper must have flexibility in work schedule and be available to work weekends and holidays as required. The Executive Housekeeper must be able to meet the physical demands of the position.
The essential functions of the Executive Housekeeper include:
- Ensuring the overall cleanliness of the hotel.
- Maintaining adequate linen, cleaning, and guest room supply inventory through ordering stock and controlling on-hand supplies.
- Overseeing the standard security procedures such as locking doors, securing guest rooms, access to storage, and key control.
- Coaching, training, rewarding and counseling employees in operational issues, safety and security, as well as customer satisfaction.
- Participating in the preparation of annual budgets, monitoring and reporting variances against business plans, and tracking labor costs and related expenses.
- Developing and implementing systems for inspecting and managing the quality of housekeeping and laundry services to ensure procedures are followed according to standards while maintaining the timeliness and efficiency of services.
- Scheduling staff and work according to productivity standards and forecasted occupancy.
- Compiling and reporting information on activities and expenses of the department.
- Communicating with Guest Services on the status of guest rooms to ensure accurate and timely reporting on room availability.
- Hiring, training and providing career development for housekeeping staff; conducting performance evaluations and providing feedback to employees.
- Following-up on maintenance repairs and coordinating with Engineering Department to ensure hotel service quality standards are met.
The Chief Engineer is responsible for the overall maintenance and repair of all hotel facilities including guest rooms, public areas, plumbing, HVAC units, laundry equipment, kitchen equipment, refrigeration, emergency generators, and elevators.
The Chief Engineer must have a proven track record with regards to management and organization in an engineering department. This position is also responsible for ensuring that a preventative maintenance schedule is in place and completed on all guest rooms and necessary equipment.