General Manager

E.M.A. Hospitality • Highland Park, IL

3d

About The Position

The General Manager manages daily hotel operations to achieve planned revenue and profit goals while maintaining guest and employee satisfaction, quality assurance, asset protection, and a high-quality product. The role provides leadership, training, direction, and support to hotel employees.

The General Manager supports revenue management and sales efforts by sharing market and competitor information, forecasting local conditions and special events, and training front desk staff on selling techniques and promotions. The role contributes to annual budgeting, manages labor and operating expenses in line with business forecasts, monitors budget variances, and follows company purchasing policies.

The position is responsible for training staff in guest service standards, resolving guest concerns, responding to guest feedback, and addressing deficiencies identified through guest satisfaction surveys. It also recruits, selects, trains, and manages employees; administers human resources and payroll policies; develops potential management candidates; and promotes professional and ethical conduct. The General Manager maintains the hotel’s physical condition, manages preventative maintenance and quick-fix programs, and addresses product-quality concerns.

The position requires hotel management experience, computer and hotel property management systems knowledge, effective communication and analytical skills, flexibility in work hours, and the ability to work extended hours, nights, and weekends. A valid driver’s license and personal vehicle are required.

Requirements

• 2–5 years of experience as a Hotel General Manager or in another hotel management role.
• Bachelor’s degree in Hotel/Restaurant Management or Business is a plus; equivalent experience is acceptable.
• Knowledge of word processing and spreadsheet applications, including Word, Excel, PowerPoint, and Access.
• Full knowledge of Hotel Property Management Systems.
• Effective oral and written communication skills.
• Good analytical skills and decision-making ability.
• Ability to work independently and multitask, prioritizing as appropriate.
• Ability to sit or stand for long periods; may be required to do light lifting or carrying and to walk or stand for long periods.
• Ability to work in a fast-paced environment and stressful situations, handle multiple task interruptions, and provide professional and courteous service to internal and external customers.
• Flexibility in work hours and days; availability to work extended hours, nights, and weekends.
• Good vision.
• Valid driver’s license and personal vehicle.
• Obtain any locally required certifications.

Nice To Haves

• Bachelor’s degree in Hotel/Restaurant Management or Business.

Responsibilities

• Provide the Revenue Management Department with competitor rate analysis by market segment for weekdays and weekends, and forecasts of local market conditions and special events that may affect occupancy or rates.
• Support sales efforts as directed by management and the corporate sales organization.
• Train front desk staff in selling techniques and procedures for current promotions.
• Provide input to the annual budget by forecasting changes in operating expenses and labor costs.
• Use business forecasts to schedule labor according to staffing guidelines and control other expenses and utilities in accordance with demand, energy management, and building operations standards.
• Adjust controllable expenses based on forecasted monthly revenue to maintain profit margins and achieve the monthly budget; explain variances, take corrective action, and adjust spending as needed.
• Execute company purchasing policies and procedures.
• Train staff to provide guest service in accordance with company standards and to handle dissatisfied guests.
• Personally handle difficult guest situations, attempt to resolve service issues before guests leave, and respond to complaint letters, Guest Assistance Contact Forms, and comment cards according to company standards.
• Achieve satisfactory Medallia guest satisfaction scores and correct identified deficiencies.
• Recruit, select, train, and manage employees to deliver guest services and quality products that support revenue and profit goals.
• Administer human resources policies and procedures, payroll administration, personnel transactions, and fair treatment of employees.
• Conduct wage surveys to inform the annual budget and assess the hotel’s wage competitiveness.
• Train and develop assigned potential management candidates and trainees according to Human Resources programs and guidelines.
• Provide professional leadership consistent with company policies, standards of conduct, business ethics, and conflict-of-interest requirements.
• Achieve satisfactory employee satisfaction survey scores, address deficiencies, and maintain an acceptable level of employee turnover.
• Maintain the hotel’s physical condition in accordance with quality control standards to support guest satisfaction and protect company assets.
• Manage preventative maintenance and quick-fix programs according to company standards.
• Achieve satisfactory Medallia product-quality scores and address identified deficiencies.

Benefits

• Performance-based incentive programs tied to individual and team goals.
• Comprehensive medical, dental, and vision insurance coverage options.
• Accrued Paid Time Off (PTO) for vacation, personal days, and illness, compliant with Illinois leave regulations.
• 401(k) retirement plan enrollment options.
• Employee discount programs at partner hotels and affiliate properties worldwide.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed