The General Manager is responsible for the successful operation and administration of all hotel departments. The General Manager must ensure that all hotel departments are continually balanced, while focusing on providing an exceptional experience to every guest, maximizing department profitability and maintaining positive owner relations at the same time. The General Manager is responsible for ensuring that all hotel operations are carried out professionally, to standards and at the highest level of service. The General Manager will achieve desired outcomes by planning, implementing and controlling effective departmental strategies that drive business results and through the creation, development and maintenance of a competent, motivated and empowered hotel staff and management. The General Manager will effectively lead, train, coach, motivate, engage and provide feedback to the hotel staff, supervisors and managers on a daily basis. The General Manager will serve as the top property leader as well as the hotel liaison to the corporate offices and ownership.
JOB DEPTH - SPAN OF CONTROL
Size of Property:
Number of Rooms - 357
Square Footage of Meeting Space - 7,000
Number of Food & Beverage Outlets -
Responsible for Department Budget, Expenses & Profit
Positions Supervised: All executive committee members and other managers, based upon hotel management structure.
Reports To: Regional Vice President of Operations
JOB RANGE - ESSENTIAL FUNCTIONS MAY INCLUDE:
Leads the effective management of all hotel functional areas to maximize financial performance while upholding quality standards and maximizing the guest experience.
Is responsible for ensuring that all staff and management, as well as, business decisions are in line with the Crestline Culture, including the mission, values and guiding principals of the organization.
Ensures the maximization of hotel revenue by anticipating market shifts and developing and monitoring annual business and marketing plans.
Successfully balance the needs and expectations of guests, employees, corporate and ownership.
Measures the effectiveness of broad-based marketing plans and yield management efforts.
Ensures the development of a realistic strategic business plan that defines operational goals and profitability.
Ensures successful implementation of marketing programs and budgets.
Coordinates capital improvement projects to maintain/upgrade quality standards and property image
Reviews and approves accounting and management reports.
Compares actual performance to planned performance, identifies variances and initiates corrective action.
Conducts staff and employee meetings.
Directly facilitates open employee communications to discern grievances and to respond to these grievances in all appropriate manners including redressing those meriting correction.
Ensures all management positions are filled with qualified and talented personnel.
Ensures established procedures are followed for employment/termination of personnel.
Ensures that all hotel staff and management are in compliance with the training goals that are required by corporate and the brand (if applicable).
Anticipates and documents capital expenditure requirements.
Responsible for operating the property in such a manner as to conform to the accepted standards, policies and regulations of Crestline Hotels & Resorts, Inc.
Ensures that the "Open Door Policy" is operative at all levels and employee morale is maintained.
Work closely with executive committee members and department managers to develop them both personally and professionally.
POSITION REQUIREMENTS BY COMPETENCY
MAINTAINS EFFECTIVE OWNER RELATIONS -
Understands financial objectives and strategies of ownership group.
Balances needs of Company and Brand (where applicable) with those of ownership group.
Responds to owner requests in a timely and accurate manner.
Communicates with ownership frequently and develops a relationship of mutual trust and respect.
Is proactive in addressing potential owner concerns.
ENSURES THAT CONTROLS ARE MAINTAINED -
Receives acceptable rating on Internal Accounting Audit
Addresses and remedies substandard items on Internal Accounting Audit
Ensures that team is aware of and addressing Internal Audit deficiencies
Shares and educates "Lessons Learned" with team
DRIVES BUSINESS RESULTS -
Able to see the big picture and identify opportunities and solutions to improve performance.
Coordinates capital improvement projects as necessary and ensures realistic budgeting during project time.
Directs the maximization of revenue by anticipating market shifts and develops effective business and marketing plans.
Maintains cost controls as evidenced through flex/flow, expenses, etc.
Actual House Profit vs. Budgeted House Profit
Brand Inspection Score, where applicable, at or above average
Guest Satisfaction Score at or above average
INTERPERSONAL SKILLS -
Communicates crisply, candidly and appropriately to all stakeholders.
Takes action that is consistent with hotel's vision.
Expresses thoughts, feelings, and ideas in a clear and compelling manner, adjusting language to capture targeted audience.
Communicates hotel performance metrics to associates and lays out what they need to do to improve performance.
Cultivates strategic customer relationships and drives customer perspective.
LEADS OTHERS TO PERFORM-
Aligns property capabilities.
Recruits, coaches and develops talent.
Communicates the company's vision and values.
Supports Crestline University and models "Catalyst Leadership."
Is regarded as a mentor by others, providing timely guidance and feedback to help others strengthen specific knowledge/skill areas.
Conveys an image that is consistent with company's values, demonstrating the qualities, traits, and demeanor that command respect
SKILLS & ABILITIES
Education & Experience: Bachelors degree in a related field from an accredited university/college plus at least eight (8) years of related experience; or high school diploma or equivalent plus at least ten (10) years of related experience; or any equivalent combination of education and experience that provides the above skills, knowledge and abilities.
Computer Skills: Computer skills required. Familiarity with Microsoft Office preferred. Experience with hotel information systems required.
Certificates & Licenses: First aid certification as required. CPR certification desired. Other certifications as needed to remain in compliance.
Other Requirements: Must be able to work independently. Extensive knowledge of sales skills and revenue management. Thorough knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations, including, but not limited to the following statutes and their state and local analogues (where applicable): Title VII, ADEA, Equal Pay Act, Pregnancy Discrimination Act, FLSA, ADA, OSHA, FMLA, and NLRA. Excellent financial and budget skills. Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to diffuse anger, collect information and resolve conflicts. Possess advanced knowledge of the principles and practices within all hotel disciplines, including experiential knowledge for management of people and complex problems.
The company has reviewed this job description to ensure that essential functions and basic duties have been included. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.
Crestline Hotels & Resorts - 4 years ago
Hilton Worldwide is one of the largest and fastest growing hospitality companies in the world, with more than 4,200 hotels, resorts and...