General Manager

E.M.A. Hospitality • Itasca, IL

2d

About The Position

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

The General Manager supports revenue management and sales efforts by providing market and event information, forecasting local market conditions, and training front desk employees in selling techniques. The position contributes to budgeting and financial results by forecasting expenses and labor costs, managing staffing and expenses against business forecasts, monitoring budget variances, and following company purchasing procedures.

The role trains employees in guest-service standards, addresses guest concerns, responds to guest feedback, and acts to improve satisfaction results. It recruits, selects, trains, and manages employees; administers human resources and payroll procedures; develops management candidates; and supports employee satisfaction and retention. The General Manager also maintains the hotel’s physical condition and assets, oversees preventative maintenance and quick-fix programs, and responds to product-quality results.

The position requires 2–5 years of experience as a Hotel General Manager or in another hotel management role. A bachelor’s degree in Hotel/Restaurant Management or Business is a plus, but equivalent experience is acceptable. The General Manager must be flexible with work hours and days and available for 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.
• A bachelor’s degree in Hotel/Restaurant Management or Business is a plus; equivalent experience is acceptable.
• Knowledge of computer software applications for word processing and spreadsheets, 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, multitask, and prioritize appropriately.
• Valid driver’s license and personal vehicle.
• Ability to work flexible hours and days, including extended hours, nights, and weekends.
• 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 serve internal and external customers professionally and courteously.
• Good vision.
• Locally required certifications, if applicable.

Nice To Haves

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

Responsibilities

• Provide the Revenue Management Department with competitor-rate market analysis by market segment for weekdays and weekends, along with 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 manage costs, schedule labor in accordance with staffing guidelines, and control other expenses and utility costs in accordance with demand and company standards.
• Adjust controllable expenses based on forecasted monthly revenue to maintain profit margins and achieve the planned monthly budget.
• Explain controllable-expense budget variances, take corrective action, and adjust spending to eliminate variances.
• Execute company purchasing policies and procedures.
• Train staff to perform guest-service procedures in accordance with company standards.
• Train staff to handle guest-service functions and dissatisfied guests; personally handle difficult guest situations and attempt to resolve service issues before guests leave the property.
• Respond personally to guest complaint letters, Guest Assistance Contact Forms, and comment cards in accordance with company standards.
• Review Medallia guest-satisfaction results and take action to correct deficiencies.
• Recruit, select, train, and manage employees to provide guest services and quality products that support revenue and profit goals.
• Administer company human-resources, payroll, personnel-transaction, and fair-treatment policies and procedures.
• Conduct wage surveys to inform the annual budget and assess the competitiveness of hotel wages.
• Train and develop potential management candidates and trainees according to Human Resources programs and guidelines.
• Lead professionally and conduct business in accordance with company policies, standards of conduct, business ethics, and conflict-of-interest requirements.
• Review employee-satisfaction survey results, correct deficiencies, and maintain an acceptable employee-turnover level.
• 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 in accordance with company standards.
• Review product-quality results measured by Medallia and take action to correct deficiencies.
• Obtain locally required certifications.

Benefits

• Performance-based incentive programs tied to individual and team goals.
• Comprehensive medical, dental, and vision insurance coverage options.
• Accrued paid time off 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