General Manager

E.M.A. Hospitality • Wood Dale, 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 through market and competitor-rate analysis, forecasts of local market conditions and events, sales support, and training front desk staff in selling techniques. The role contributes to annual budgeting, manages labor and operating costs against forecasts, adjusts controllable expenses to maintain profit margins, addresses budget variances, and follows company purchasing policies.

The role trains and supports employees in guest service, handles difficult guest situations and complaints, responds to guest feedback, and acts on guest satisfaction results. It recruits, selects, trains, and manages employees; administers human resources and payroll policies; contributes wage survey information; develops management candidates; and maintains employee satisfaction and turnover standards. The General Manager also protects hotel assets by maintaining the property, overseeing preventive maintenance and quick-fix programs, and addressing product-quality results.

Requirements

• Two to five 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 word-processing and spreadsheet software, 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.
• Ability to obtain locally required certifications.
• Valid driver’s license and personal vehicle.
• Ability to sit or stand for long periods; light lifting or carrying may be required.
• Ability to work in a fast-paced environment and stressful situations, respond to multiple task interruptions, and remain professional and courteous with internal and external customers.
• Ability to walk and/or stand for long periods and good vision.
• Flexibility in work hours and days; availability for extended hours, nights, and weekends.

Nice To Haves

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

Responsibilities

• Provide revenue management with competitor rate analysis by market segment and weekday/weekend, and forecasts of local 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.
• Contribute to the annual budget by forecasting operating expense and labor cost changes.
• Use business forecasts to schedule labor according to staffing guidelines and control operating and utility expenses.
• Adjust controllable expenses to maintain profit margins and achieve monthly budget goals; explain expense variances and take corrective action.
• Follow company policies and procedures for purchasing.
• Train staff in guest service procedures and in handling dissatisfied guests.
• Personally handle difficult guest situations and attempt to resolve service issues before guests leave the property.
• Respond to guest complaint letters, Guest Assistance Contact Forms, and comment cards according to company standards.
• Review guest satisfaction results and take action to correct deficiencies.
• Recruit, select, train, and manage employees to deliver guest services and quality products aligned with 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 wage competitiveness.
• Train and develop potential management candidates and trainees according to Human Resources programs and guidelines.
• Lead professionally and comply with company policies, standards of conduct, business ethics, and conflict-of-interest requirements.
• Address employee satisfaction survey results and maintain an acceptable employee turnover level.
• Maintain the hotel’s physical condition in accordance with quality control standards to support guest experience and protect company assets.
• Manage preventive maintenance and quick-fix programs according to company standards.
• Meet product-quality standards and take action to correct deficiencies.

Benefits

• Comprehensive medical, dental, and vision insurance coverage options.
• Accrued paid time off for vacation, personal days, and illness, in accordance with Illinois leave regulations.
• 401(k) retirement plan enrollment options.
• Employee discount programs at partner hotels and affiliate properties worldwide.
• Eligibility for performance-based incentive programs tied to individual and team goals.

What This Job Offers

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