General Manager

Lodging Dynamics•Buena Park, 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 brand service strategies and initiatives to meet or exceed guest expectations, while supervising hotel disciplines including front office, guest services, food service, housekeeping, maintenance, sales operations, and personnel. The General Manager promotes positive relations with guests, associates, and the community; works to meet sales and profitability goals; and ensures compliance with applicable laws and regulations. The position oversees staffing, training, performance management, payroll, budgets, scheduling, guest services, revenue and cash controls, reservations, inventory, safety, accounts payable and receivable, and hotel equipment and supplies. The General Manager leads meetings, maintains communication across teams, and carries out other reasonable management requests. The role requires hotel-industry experience, progressive leadership experience, business and financial acumen, strong communication and interpersonal skills, and the ability to manage priorities and resolve problems. Travel of 10% is required.

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.
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 emergencies and take appropriate action.
Emotional intelligence and interpersonal skills, including the ability to build relationships, motivate teams, coach, counsel, and mentor.
Analytical, problem-solving, accuracy, and negotiation skills; ability to manage interruptions and adapt to evolving work environments and customer requirements.
Ability to develop and implement business strategies; interpret and create policies, procedures, and manuals; and communicate effectively with management and external stakeholders.
Business acumen in financial management, budgeting, cost control, and revenue optimization; ability to drive revenue growth and achieve financial targets.
Ability to listen to and resolve concerns from management, team members, and customers, and to engage diplomatically with third-party operators and owners.
Knowledge of industry trends, best practices, regulations, and the current industry landscape.
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 maintain a positive, professional working environment, foster excellence, and support diversity and inclusion in a culturally diverse environment.
Ability to meet the listed physical demands, including reaching, standing, walking, pushing, pulling, lifting, grasping, speaking, hearing, fine motor and repetitive hand movements, and required visual abilities.

Responsibilities

Recruit, hire, train, counsel, motivate, and supervise team members across hotel departments; issue corrective action and discharge team members as appropriate.
Administer department payroll, conduct department head performance appraisals and applicable bonus calculations, assist with expense and labor budgets, and schedule adequate staffing within budget guidelines.
Promote attentiveness to guest needs, ensure special requests and hotel services are delivered properly, and resolve guest complaints and billing or chargeback inquiries.
Oversee front desk cash deposits, guest charge posting, bucket checks, rate variances, credit card and check-cashing procedures, and other cash controls.
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, and procedures for guest safety deposit boxes, mail, and packages.
Educate personnel on emergency procedures, safety precautions, and safe work habits; drive the hotel van defensively and safely for Company business and monitor its upkeep and maintenance schedule.
Promote team communication through meetings, feedback, training, and written and oral communication; participate in the weekend MOD development program and host social hour when assigned.
Process and track brand certificates, coupons, and reimbursements; oversee and approve monthly Direct Bill accounts and statements and issue invoices as needed to keep receivables within 60 days past due.
Ensure hotel supplies are stocked and equipment is in proper working condition; process accounts payable invoices and monitor travel agent commission requests.
Lead brand daily stand-up meetings, participate in weekly Sales meetings, conduct monthly team and department or continuous improvement meetings, and attend required meetings and training.
Maintain a professional appearance and effective communication, follow Company standards and safety and emergency procedures, comply with policies and applicable regulations, and perform other related duties as assigned.
Develop and oversee department policies, procedures, manuals, goals, work methods, schedules, performance reviews, recruitment, training, corrective actions, payroll, budgets, and risk-management systems.
Travel approximately 10% as required.