General Manager

Williams Investment Co.•Valdosta, GA

6d•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; provide leadership, training, direction and support to hotel employees; 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 General Manager or other hotel management role preferred.
Must be able to sit or stand for long periods at a time.
May be required to do light lifting or carrying.
Capable of working in a fast-paced environment and in stressful situations.
Must respond to multiple task interruptions and still provide service to internal and external customers in a professional and courteous manner.
May be required to walk and/or stand for long periods of time.
Must be flexible in work hours/days.
Must be able to travel.
Requires good vision.
Must possess a valid driver’s license and a personal vehicle.
Must be available to work extended hours, nights and weekends.
Communicate clearly and effectively in English both orally and in writing.
Logically and independently plan, organize and complete work.
Must be able to take initiative and have well-developed interpersonal skills.
Ability to read, write and communicate effectively in English, both written and verbal.
Bilingual (Spanish/English) a plus.
Proficient in MSWord, MS Excel, and MS Outlook.
Able to set and achieve high standards of performance.
Must be able to perceive quality of work and read material.
Must be able to conduct analysis and generate reports to reflect findings.
Must be able to learn and maintain job duties/knowledge of basic concept and techniques and complete detailed work assignments.
Must be able to perform the manipulation of numbers and basic math calculations.
Must be able to perform job tasks and remain vigilant in the event of an emergency.
Must be able to make progress on multiple assignments under time constraints.
Obtain any locally required certifications.

Nice To Haves

Bilingual (Spanish/English) a plus.

Responsibilities

Manage daily hotel operations to achieve planned goals for revenue and profit while maintaining 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.
Support sales efforts as directed by the Director of Operations and the corporate sales organization.
Support revenue management efforts as directed by the Director of Revenue Management.
Assist the general manager with informing the front desk staff about rate structure and know how to implement yield management policies and procedures.
Assist with the training of the front desk staff to successfully perform all front office operations and revenue management and central reservations procedures.
Train front desk staff to successfully perform selling techniques and procedures for current promotions.
Achieve maximum revenue.
Perform front desk sales representative and night auditor duties as required by staffing levels and business demand.
Compose departmental correspondence as needed.
Provide input to the annual goals by forecasting changes in operating expenses and labor cost.
Use business forecasts to manage costs by scheduling labor in accordance with staffing guidelines, control other expenses in accordance with business demand levels and control utility expenses in accordance with energy management and building operations standards.
Based on forecasted monthly revenue, adjust controllable expenses to maintain profit margins and achieve planned monthly profit; explain the causes for goal variances of controllable expenses and take corrective action to avoid future occurrences and adjust spending to eliminate variances.
Execute company policies and procedures for purchasing.
Train staff to successfully perform guest service procedures in accordance with company standards (e.g., greeting, scripts, pre-assignment of rooms, etc.).
Train staff to successfully perform all functions for guest service and for handling upset guest who are dissatisfied with the products and services they received.
Personally handle difficult situations involving upset guests.
Attempt to resolve all issues of poor guest service before guests leave the property.
Personally respond to guest complaint letters, Guest Assistance Contact Forms, and comment cards in accordance with company standards.
Receive satisfactory scores for Medallia (i.e., guest satisfaction survey) and take action to correct any deficiencies.
Recruit, select, train and manage employees to deliver guest services and quality products that will lead to achieving goals for revenue and profit.
Properly 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 annual budget and to ensure that the hotel is offering competitive wages.
Train and develop assigned potential management candidates and trainees in accordance with Human Resources programs and guidelines.
Provide leadership by conducting business in a professional manner and in accordance with all company policies including standards of conduct, business ethics and conflicts of interest.
Receive satisfactory scores for employee satisfaction surveys and take corrective action to correct any deficiencies; 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.
Receive satisfactory scores for product quality as measured by Medallia and the mystery shopper program and take action to correct any deficiencies.