General Manager

The General Manger will be over seeing the daily operations of the Hotel to maintain company standards for guest and employee satisfaction, quality assurance, and asset protection. This individual will demonstrate leadership and a professional demeanor at all times. The General Manager must be flexible with work schedules that is in general a 50 hour work week including nights, weekends and holidays to assure appropriate management coverage and is responsible for desk shifts if business warrants payroll savings. The General Manager is directly responsible for all sales and marketing of the Hotel, to include any help with the onsite Sales Manager.

Job Responsibilities:

• Assist Dept. Managers to attract, retain, and motivate the employees
• Hire, train, develop, empower, coach and counsel employees, and conduct performance reviews and employee meetings
• Enforce Employee Handbook and human resource policies at all times
• Respond to calls and questions from owners, guests, employees and departments, Under no circumstances should the GM allow any hotel employee to take residence at the hotel, There should be no fraternization with employees of the hotel
• Provide customer service to guests, owners, employees and departments
• Assist Department heads to develop and implement Proper Training standards
• Attend all meetings and necessary appointments for Hotel operations
• Ensure the highest level of cleanliness of the Hotel, both exterior and interior appearance.

Typical work activities

Typical work activities vary depending on the size and type of hotel, but may include:

• promoting and marketing the business;
• managing budgets and financial plans and controlling expenditure;
• maintaining statistical and financial records;
• setting and achieving sales and profit targets;
• recruiting, training and monitoring staff;
• planning work schedules for individuals and teams;
• dealing with customer complaints and comments;
• addressing problems and troubleshooting;
• supervising maintenance, supplies, renovations and furnishings;
• dealing with contractors and suppliers;
• ensuring security is effective;

The day in the life of a Strand G.M.

Daily

• Walk property inside and out
• Work breakfast area and greet guests
• Stand-up meeting with management team or key employees
• Check numbers and sign off on packet
• Check arrivals and info for the week in FD system
• Go over rates in system and third party sites
• Get deposit ready
• Check petty cash receipts from front desk and check for needed change
• Count safe and banks
• Take deposit to bank and fax in slip and log to corporate office
• File all needed paperwork and copies in audit packs and in internal audit binders
• Check brand and Strand email multiple times a day
• Check guest satisfactions scores
• Verify billing and follow up on past due accounts.
• Check brand points and commissions and guest complaints
• Check time clock punches for any mistakes
• Input Smith travel numbers if brand requires
• Inspect rooms everyday and walk property multiple times
• Interact with staff and guests
• Wrap up with Sales at end of day to find out what was accomplished, next step with each client and what’s on the schedule for tomorrow.
• Monitor all scheduled upcoming weeks sales calls.
• Review a weekly sales activity report.
• Review marketing reports to measure against goals and action plans.
• Review what leads salespeople have uncovered by shopping hotels.
• Complete program reviews of preventative maintenance and deep cleaning schedules.
• Conduct Revenue Management strategy meetings with department heads.
• Review and revise Revenue Management strategies for the upcoming week.
• Update daily payroll sheet and forward to regional

Weekly

• Every other Monday submit payroll to office
• Monday do any ordering and go over any needs or orders with department heads
• Monday get petty cash together and entered for weekly packet
• Input and review invoices for weekly packet
• Get all items needed for corporate office and send in weekly packet
• Friday sales report sent to Regional and Tammy
• Monday morning forms for regional
  -Forecast
  -A/R report
  -Updated payroll management form

Monthly

• Collect END OF MONTH packet items and send by 2nd business day
• Conduct monthly REVMAX meeting
• Monthly staff meeting to include employee recognition program implemented
• Included in meeting, safety committee, fire drill, and other items on Loss Prevention checklist
• Complete any staff performance reviews that are due.
• Review employee required training for all employees and complete if necessary.
• Complete a review of the P&L and all expenses.
• Audit A/R statements and billing to verify current status on all accounts.
• Review budget for guidelines on current month's expenses.
• Update forecast and budgeted expenses for upcoming month.
• Reconcile and submit reward redemptions.
• Review Star Report with Sales Staff
• Attend community meetings and activities (CVB/Chamber).
• Complete Variance report for prior month and Mid P&L for current month (around 15th)
• Send to regional and Tammy the HIT LIST and TOP ACCOUNT sheets

The G.M is in full responsibility of the property. The work week consists of being at the property when needed and after hours if emergency or needs come up. All outside work done at the property needs to be relayed to Regional or Owner in a timely manner.