General Manager

E.M.A. Hospitality • Milwaukee, WI

3d • Onsite

About The Position

This position is responsible for managing daily hotel operations to achieve planned goals for revenue and profit while maintaining standards for guest satisfaction, employee satisfaction, quality assurance, and asset protection. The General Manager will provide leadership, training, direction, and support to hotel employees and maintain a high-quality product.

Requirements

• Bachelor’s Degree in Hotel/Restaurant Management or Business is a plus. Equivalent experience is acceptable.
• 2 - 5 years as Hotel General Manager or other hotel management role.
• Knowledge of a variety of computer software applications in word processing and spreadsheets (Word, Excel, Power Point 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 multi-task, prioritizing as appropriate.
• Obtain any locally required certifications.
• Must possess a valid driver’s license and a personal vehicle.

Nice To Haves

• Bachelor’s Degree in Hotel/Restaurant Management or Business

Responsibilities

• Manage daily hotel operations to achieve planned goals for revenue and profit.
• Maintain standards for guest satisfaction, employee satisfaction, quality assurance, and asset protection.
• Provide leadership, training, direction, and support to hotel employees.
• Maintain a high-quality product.
• Provide information to the Revenue Management Department including market analysis of competitors’ rates and forecast of local market conditions and special events.
• Support sales efforts as directed by Management and the corporate sales organization.
• Train front desk staff on selling techniques and procedures for current promotions.
• Provide input to the annual budget by forecasting changes in operating expenses and labor cost.
• Manage costs by scheduling labor in accordance with staffing guidelines and controlling other expenses in accordance with business demand levels.
• Control utility expenses in accordance with energy management and building operations standards.
• Adjust controllable expenses to maintain profit margins and achieve planned monthly budget based on forecasted monthly revenue.
• Explain budget variances and take corrective action.
• Execute company policies and procedures for purchasing.
• Train staff on guest service procedures in accordance with company standards.
• Train staff on handling upset guests.
• Personally handle difficult situations involving upset guests and attempt to resolve issues before guests leave the property.
• Personally respond to guest complaint letters, Guest Assistance Contact Forms, and comment cards.
• Achieve satisfactory scores for Medallia (guest satisfaction survey) and take action to correct deficiencies.
• Recruit, select, train, and manage employees to deliver guest services and quality products.
• Administer company policies and procedures for human resources management, payroll administration, personnel transactions, and fair treatment of employees.
• Conduct wage surveys to provide input to the annual budget and ensure competitive wages.
• Train and develop assigned potential management candidates and trainees.
• Provide leadership by conducting business in a professional manner and in accordance with all company policies.
• Achieve satisfactory scores for employee satisfaction surveys and take corrective action.
• Maintain an acceptable level of employee turnover.
• Ensure a satisfactory guest experience and protect the company’s physical assets by maintaining the physical condition of the hotel in accordance with established quality control standards.
• Manage the preventative maintenance and quick-fix programs in accordance with company standards.
• Achieve satisfactory scores for product quality as measured by Medallia and take action to correct deficiencies.

Benefits

• Comprehensive medical, dental, and vision insurance coverage options.
• Accrued Paid Time Off (PTO) program for vacation, personal days, and illness, fully compliant with Illinois leave regulations.
• 401(k) retirement plan enrollment options.
• Generous employee discount programs at partner hotels and affiliate properties worldwide.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree