General Manager

Lodging Dynamics•Anaheim, CA

About The Position

The General Manager is the hotel’s primary strategic business leader and is responsible for all aspects of hotel operations. The role ensures implementation of the brand’s service strategy and initiatives to meet or exceed guest expectations, actively supervises all hotel disciplines, and promotes positive relations with guests, team members, and the community. The General Manager is also accountable for achieving sales and profitability goals and ensuring compliance with applicable local, state, and federal laws and regulations. The position leads hotel personnel and department operations, including staffing, training, performance management, payroll, budgeting, scheduling, guest services, revenue and cash controls, inventory, accounts receivable and payable, safety, and maintenance coordination. It works closely with Sales and other departments to improve hotel performance and guest experience, and participates in required meetings, training, and company programs. The role requires travel of 10%.

Requirements

Bachelor’s degree from an accredited university, or equivalent, in Business Administration, Hotel and Restaurant Management, or a related major.
At least 6 years of experience in the hotel industry.
At least 4 years of progressive leadership experience in hotel operations, sales and marketing, or related professional areas.
Full-service experience with a Marriott-branded hotel.
Ability to understand and follow oral and written directions and communicate effectively in English with internal and external customers.
Proficiency in time management, organization, and managing multiple priorities.
Ability to recognize emergency situations and take appropriate action.
Emotional intelligence and interpersonal skills to build effective working relationships; ability to coach, counsel, mentor, motivate, and collaborate with teams.
Analytical, problem-solving, accuracy, and precision skills; ability to work through frequent interruptions or distractions.
Ability to develop and implement business strategies and interpret and create policies, procedures, and manuals.
Ability to communicate effectively with management and external stakeholders and to listen to and resolve concerns from management, team members, and customers.
Business acumen in financial management, budgeting, cost control, and revenue optimization; ability to grow revenue, manage costs and resources, and achieve financial targets.
Knowledge of hospitality industry trends, best practices, regulations, and the industry landscape.
Ability to engage diplomatically with third-party operators and owners, respond to partner feedback, and help resolve issues.
Negotiation skills and basic math skills.
Proficiency with Google Docs or Microsoft Word, Google Sheets or Microsoft Excel, Google Slides or Microsoft PowerPoint, and Gmail or Microsoft Outlook.
Ability to adapt to changing work environments and customer requirements, maintain a positive professional environment, foster excellence, and work effectively in a culturally diverse environment while supporting diversity and inclusion.
Ability to travel 10%.
Ability to meet the listed physical demands, including reaching, standing, walking, pushing, pulling, lifting, grasping, feeling, talking, hearing, hand and finger use, repetitive motion, and close, distance, color, peripheral, and depth vision; work is described as sedentary and may involve exerting up to 10 pounds of force.

Responsibilities

Recruit, hire, train, counsel, motivate, supervise, and evaluate team members across hotel departments; issue corrective action and, when appropriate, discharge team members.
Administer department payroll, conduct department-head performance appraisals and applicable bonus calculations, participate in expense and labor budgeting, and schedule personnel within budget guidelines.
Promote attentive service and ensure guest requests and services are delivered promptly; resolve guest complaints and billing or chargeback inquiries with Guest Relations.
Oversee front desk operations, including daily cash deposits, guest-charge posting, bucket checks, rate-variance monitoring, cash controls, and compliance with credit-card and check-cashing policies.
Coordinate reservations and group registration with Sales; work with Sales on suite availability and yield management to maximize revenue.
Maintain hotel Market operations and inventory controls, key control procedures, guest safety deposit boxes, and handling of guest mail and packages.
Educate personnel on emergency procedures, safety precautions, and safe work habits; follow established safety and emergency protocols.
Drive the hotel van safely and only for company business; assist with monitoring van upkeep and maintenance schedules.
Promote team communication through meetings, feedback, training, and effective written and oral communication.
Participate in the weekend MOD development program and host social hour when relevant and assigned.
Process and track brand certificates, coupons, and reimbursements to ensure reimbursement from the brand.
Oversee and approve monthly Direct Bill accounts and statements, issue invoices as needed, and maintain accounts receivable within 60 days past due.
Ensure hotel supplies are stocked and equipment is in proper working condition; process accounts payable invoices, including travel-agent commission requests.
Lead and conduct brand daily stand-up meetings; participate in weekly Sales meetings; conduct monthly team and department or continuous-improvement meetings.
Maintain professional appearance and attendance, attend team meetings, complete assigned company training and compliance courses, and comply with company standards and policies.
Carry out other reasonable management requests and related duties as assigned.
Oversee and coordinate department activities, establish policies and objectives, assign and review work, recruit and train staff, address concerns, create schedules, approve time records and time-off requests, submit payroll, assess risk, ensure safety compliance, and develop and oversee budgets.