General Manager

Carter Hospitality Group•Kissimmee, FL

12d

About The Position

This position functions as the primary, strategic business leader of the hotel/resort, responsible for all aspects of the business. Responsibilities include guest and associate satisfaction, human resources, financial performance, sales, revenue generation and delivering a return on investment to ownership. Leads a team in the development and implementation of property-wide strategies. Ensures implementation of brand service strategy and initiatives, with the objective of meeting or exceeding guest and associate expectations. In addition, the General Manager builds relationships with key customers through personal involvement in the sales process.

Requirements

Must have minimum of four years well-rounded practical experience within the hotel industry in Hotel Management
Must have high school diploma or equivalent
Must have proficient knowledge in Microsoft Office, POS, Opera or similar
Must have intensive direct experience in various hotel operational departments including Front Office, Guest Services, Housekeeping, Security/Loss Prevention, Food & Beverage, and/or Engineering
Must have proven track record of designing and implementing service standards and procedures that yield high guest and employee satisfaction needed
Must have strong financial acumen with an ability to partner with other departments to drive revenue and manage expenses
Must be able to pass pre-employment testing (i.e. drug test, background check, etc)
Must have full availability and be able to work days, evenings, nights, weekends, and holidays
Ability to read, write and speak English (multi-lingual a plus)
Must have excellent written English and copy-writing skills
Proficiency in Word, Excel, PowerPoint, knowledge in Opera preferred
Experience with several hotel operation systems
Skillful in project planning/ tasks and able to prioritize projects/ tasks
Must have high managerial capacities
Must be highly organized and efficient individual
Must be pro-active and result driven flexibility
Must be both team player and captain (hands-on)
Ability to adapt vision and proven flexibility
Ability to understand, follow and give written and oral instructions
Ability to deal with stressful conflicts involving groups of people, individuals, and co-workers
Ability to work with large groups of people, and age groups
Ability to plan, organize and conduct a wide variety of activities
Knowledge of leadership techniques
Ability to work harmoniously with fellow employees and guests
Ability to work indoors and outdoors, including intense or inclement weather conditions
Abilities (<3 hours per day) walking, standing, stooping, kneeling, running, sitting, climbing, reaching overhead and bending
Ability to frequently (<4 hours per day) lift up to 30 pounds of weight to chest height

Nice To Haves

Bachelor’s Degree in Hospitality Management or general education related to hospitality on middle and higher management level preferred
Prior experience managing large-scale transformation or change preferred (e.g. renovation, change in management, etc.)
Previous experience managing third party or leased space arrangements such as food and beverage, valet or security preferred

Responsibilities

Meets or exceeds budgeted profit and margin for hotel
Accurately forecasts revenues/expenses
Prepares annual budget that accurately reflects the hotel's business plan
Anticipates revenue/cost problems and provides an action plan
Analyzes financial and operating information on ongoing basis to adjust business plans, labor requirements and operating costs
Knows the hotel's demand segments and sources of business for each
Knows the principal competition for each demand segment and can take advantage of the hotel's relative strengths against each
Identifies major revenues and expense opportunities and possible problems
Accurately forecasts occupancy changes based on the changing market conditions (e.g. increased competition)
Translates business plans into action and manages those actions toward the achievement of revenue and cost objectives
Maintains guest service as the driving philosophy of the hotel
Personally demonstrates a commitment to guest service by responding to guest needs
Ensures all hotel staff, including new-hires, know all components/features of our guest service guarantee and are trained to meet service standards; develops added-value customer service programs
Can reposition the hotel as needed, upon management's approval
Develops and implements marketing and sales plans based on demand segments and to maximize REVPAR
Knows why competitors are successful in each demand segment and directly markets/sells against them
Ensures that marketing and sales plans are appropriate for each sales period, including special plans to maximize room revenue during forecasted low occupancy
Coordinates advertising, public relations, and promotional programs
Maintains a positive, cooperative work environment between staff and management
Maintains physical product standards by managing preventive maintenance programs and by scheduling deep-cleaning activities
Coordinates capital projects within budget, on time, and with minimal disruption to the guests.
Personally conducts a weekly property audit
As the hotel’s Strategic Leadership Partner, the GM is responsible for maintaining the hotel's product quality, guest satisfaction, revenue initiatives, associate satisfaction and profitability
Oversees the management company of the association company as required by property
Sits on the board of directors for associations, as required by property
Attends all association and CDD meetings, as required by property
Oversees the financial requirements of the association accounts, ensures timely production of financials to boards, oversees payments for the associations and budgetary requirements are met, as required by property
Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems
Adheres to safety, security and emergency procedures, reacts appropriately during emergency situations and acts promptly to correct hazards
Monitors out of order room report on a daily basis and liaise with other department heads to coordinator rooms being placed back into service as quickly and efficiently as possible
Performs Human Resources responsibilities as required by the company
Completes of weekly and monthly reporting for Corporate management team
Trains, mentors, coaches, counsels, and develops management team
Implements and enforces all company standard operating procedures and policies
Fulfills Manager on Duty shifts
Any and all duties assigned by Corporate management team