General Manager

Highgate Hotels•Dickson City, PA

3d•Onsite

About The Position

The General Manager is responsible for continually focusing on achieving hotel profitability through revenue generation, cost control, guest satisfaction, and employee development, while maintaining the integrity of the hotel for the Select Service Division. The role oversees daily hotel operations, financial performance, sales efforts, service standards, staffing, training, and property maintenance, while ensuring compliance with Highgate Hotel policies and procedures.

Requirements

At least 6 years of progressive experience in a hotel or related field; or a 4-year college degree and at least 4 to 5 years of related experience; or a 2-year college degree and at least 5 to 6 years of related experience.
Ability to communicate effectively, verbally and in writing, with employees and guests at all levels in an attentive, friendly, courteous, and service-oriented manner.
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 by anticipating, preventing, identifying, and solving them.
Ability to understand and evaluate complex information and data from various sources to meet objectives.
Ability to maintain confidentiality.
Ability to maintain regular attendance as required by the hotel's varying schedule and needs.
Ability to perform light work, exerting up to 20 pounds of force occasionally and/or up to 10 pounds frequently or constantly to lift, carry, push, pull, or otherwise move objects.
Maintain a warm and friendly demeanor and 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 upcoming sales and operations efforts.
Meet financial review dates and complete corporate-directed programs in a timely manner.
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 standard checkbook accounting procedures.
Develop managers for future advancement through competency and corporate-sponsored training programs.
Conduct daily HHBR meetings with the Director of Sales to review prospecting and existing-account calls and their potential business results.
Play a pivotal role in hotel sales efforts, including contacting key accounts, meeting clients, hosting luncheons and receptions, and meeting on-site contacts.
Participate in scheduled M.O.D. coverage.
Maintain direct contact with management trainees and monitor their development.
Adhere to Highgate Hotel policies and procedures and train new managers to ensure compliance.
Oversee and assist with the hotel budget process as required.
Ensure service-standards training is conducted in each department, including compliance with Highgate Hotel Garden Standard of the Week training.
Help create a positive, guest-focused, team-oriented 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 A/P process.
Ensure financial-document information is submitted to the Corporate Office monthly in accordance with the accounting calendar.
Ensure property cleanliness and maintenance through inspections and preventive-maintenance programs with department managers.
Ensure employees are attentive, friendly, courteous, and efficient in interactions with guests, managers, and other employees.
Forecast the hotel's monthly financial position by estimating revenues and line-item expenses, and analyze prior and projected data to prepare accurate reforecasts.
Prepare and conduct management interviews and follow Highgate Hotel S.O.P.'s for hiring.
Ensure managers follow standards for interviewing and hiring departmental staff.
Interview final candidates for vacant hotel management positions before an offer is extended.
Conduct Executive Committee members' performance appraisals and ensure managers follow standards for staff appraisals.
Motivate, coach, counsel, and discipline management personnel according to Highgate Hotel S.O.P.'s, and ensure managers follow standards for counseling and discipline.
Perform other duties requested by the Vice President or Regional Director of Operations.
Ensure all employees receive fair and equitable treatment according to Highgate Hotel S.O.P.'s.
Meet clients and prospective clients at the property, including during property tours, to support sales efforts.
Be present in public areas during peak times to greet guests and offer assistance.
Ensure hotel-safe handling procedures are followed, including security requirements and monthly audits.
Ensure monthly credit meetings are conducted and actively participate in credit and collection policies.
Complete required corporate training modules and obtain certification to train others as required.
Ensure all scheduled meetings take place on the property.
Attend required hotel meetings and trainings, maintain regular attendance as scheduled, maintain professional appearance and grooming including wearing a nametag, and comply with standards and regulations for safe, efficient operations.
Handle problems effectively by anticipating, preventing, identifying, and resolving them; understand and evaluate information from various sources; and maintain confidentiality.

Benefits

Medical insurance
Dental insurance
Vision insurance
Life insurance
Short-term and long-term disability insurance
401(k) retirement plan with employer matching contributions
Paid holidays
Paid vacation
Paid sick leave in accordance with applicable law
Employee assistance program (EAP)
Educational opportunities and tuition reimbursement
Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law