General Manager

Highgate Hotels•Palmdale, CA

21d•Onsite

About The Position

The General Manager is responsible for achieving hotel profitability through revenue generation, cost control, guest satisfaction, and employee development while maintaining the integrity of the hotel. The position oversees operations at Residence Inn Palmdale for Highgate Hotels’ Select Service Division. The General Manager directs hotel operations and department leaders, supports sales efforts, manages financial performance and budgeting, and ensures compliance with Highgate Hotel standards and procedures. The role also promotes a positive, guest-focused team environment and maintains the hotel’s physical property and service standards.

Requirements

At least 6 years of progressive experience in a hotel or related field; alternatively, a 4-year college degree and 4 to 5 years of related experience; or a 2-year college degree and 5 to 6 years of related experience.
Effective verbal and written communication with employees and guests at all levels.
Ability to listen to, understand, and clarify concerns raised by employees and guests.
Ability to multitask and prioritize departmental functions to meet deadlines.
Ability to handle problems, including anticipating, preventing, identifying, and resolving them.
Ability to understand and evaluate complex information and data from various sources.
Ability to maintain confidentiality.
Ability to maintain regular attendance according to hotel scheduling needs.
Ability to maintain high standards of personal appearance and grooming, including wearing a nametag.

Responsibilities

Tour operating departments daily and make adjustments as needed through department heads.
Conduct weekly staff meetings, including training sessions and reviews of past and future sales and operations efforts.
Meet financial review dates and corporate-directed program deadlines.
Hold monthly financial reviews with department managers, M.I.D.'s, and available supervisors.
Ensure department heads maintain budgeted productivity levels and follow Highgate Hotel checkbook accounting procedures.
Develop managers for advancement through competency training and corporate-sponsored training programs.
Conduct daily HHBR meetings with the Director of Sales, focusing on prospecting and existing-account calls and potential results.
Participate in hotel sales efforts, including calling on top accounts, meeting clients and on-site contacts, and hosting luncheons and receptions.
Participate in scheduled M.O.D. coverage.
Maintain direct contact with management trainees and monitor their development.
Follow Highgate Hotel policies and procedures and train new managers to ensure compliance.
Oversee and assist with the hotel budget process as required.
Ensure departments deliver service-standards training according to Highgate Hotel standards, including Garden Standard of the Week training.
Build a positive, guest-focused team environment through employee development and motivation.
Inspect rooms at least weekly with the Housekeeping Manager and Property Engineer.
Ensure invoices are processed daily through the accounts-payable process.
Ensure monthly financial documents are submitted to the Corporate Office in compliance with the accounting calendar.
Maintain property cleanliness and upkeep through inspections and preventive-maintenance programs with department managers.
Ensure employees interact with guests, managers, and coworkers attentively, courteously, and efficiently.
Prepare monthly financial forecasts by estimating revenues and expenses, and analyze historical and projected data to produce accurate reforecasts.
Conduct management interviews and follow hiring procedures; ensure managers follow standards for departmental hiring.
Interview final candidates for vacant management positions before offers are extended.
Conduct Executive Committee members’ performance appraisals and ensure managers administer staff appraisals in accordance with standards.
Motivate, coach, counsel, and discipline management personnel, and ensure managers follow the required procedures with their staff.
Perform other duties requested by the Vice President or Regional Director of Operations.
Ensure employees receive fair and equitable treatment under Highgate Hotel procedures.
Meet clients and prospective clients at the property to support sales efforts.
Be present in public areas during peak times to greet guests and offer assistance.
Ensure hotel-safe procedures, including security requirements and monthly audits, are followed.
Ensure monthly credit meetings are conducted and take an active role in credit and collection policies.
Complete required corporate training modules and obtain certification to train others where required.
Ensure scheduled meetings take place on the property.
Attend required hotel meetings and training, maintain regular attendance, and maintain professional appearance and grooming.
Comply with hotel standards and regulations to support safe and efficient operations.
Handle problems by anticipating, preventing, identifying, and resolving them as needed; evaluate complex information and maintain confidentiality.