General Manager - Upham Hotel

JOB SUMMARY

The General Manager is responsible for maintaining a culture of respect and teamwork while overseeing everyday operations, exceeding customer satisfaction, and ensuring the physical condition of the property is in good repair. The General Manager is also responsible for the training and supervising of all staff, team building, ongoing employee development and handling guest complaints and concerns.

REPORTING RELATIONSHIPS

The General Manager reports directly to the Vice President of Hospitality and works closely with team members in all departments including the Corporate Office.

DUTIES AND RESPONSIBILITIES

Specific duties include, but are not limited to, the following:

Satisfaction and Comfort of Guests:

• Respond to all guest requests in a positive and prompt manner
• Resolve guest complaints and concerns to the satisfaction of the guest
• Ensure that exemplary customer service is the priority of all employees
• Work directly with staff to ensure that groups and events are handled completely and to the expectation of each group
• Maintain property in safe condition and good repair by submitting timely Work Order & advising Safety Officer of any safety concerns for both employees and guests
• Ensure that guestrooms are clean, correctly supplied and in good working order through partnership with the Housekeeping Manager and Maintenance staff
• Work closely with the corporate office to maximize operations and increase efficiency while enhancing the guest experience

Personnel:

• Ensure staffing levels in all departments are maintained to provide quality service to guests while monitoring labor costs and budgetary goals
• Arrange coverage when staff calls out and cover shifts, in any department, when needed
• Train and supervise breakfast, front desk, audit staff and housekeeping staff depending on location
• Support the Housekeeping Department as requested by Housekeeping Manager
• Incorporate in-house Customer Service Training and procedures
• Continually monitor staff and procedures to ensure exemplary customer service
• Ensure that all personnel are familiar with company Policies & Procedures and abide by same
• Handle any immediate concerns, conflicts and/or employee disputes involving the VP of Hospitality or Human Resources when appropriate
• Maintain confidentiality regarding all personnel matters
• Embrace the Core Values and lead by a positive example to ensure a high-level of morale and respect among team members
• Relationship with other departments:
• Continue the good working relationship and cooperation among all staff including team members at sister locations
• Maintain direct communication with Corporate Office to make certain company-wide procedures are in place and followed
• Work directly with the VP of Hospitality and VP of Business Development on special projects, suggested capital improvements and/or large expenditures
• Work with Director of Human Resources on any employee, insurance, safety or other issue that could adversely affect Vintage Hotels or requires a “corporate” intervention

Administrative:

• Working knowledge of Guest Room Blocks and Events including maintaining group contracts and files
• Follow all employee recruitment and onboarding practices
• Submit all required reports/forms (examples: weekly property walks & status reports) in a timely fashion
• Complete employee reviews, coaching and corrective action
• Review websites where we are listed to ensure accurate information
• Respond to guest reviews as required
• Prepare cash/checks and submit for deposit, maintain deposit log, and process paid outs
• Ensure adequate ordering of all supplies required to provide all offered services, while maintaining budgetary goals
• Prepare and send out weekly schedule
• Complete required trainings
• Attend required meetings
• Complete property walks and report findings on a weekly basis
• Prepare and submit Month End Reports to the Vice President of Hospitality and the Vice President of Finance within the first week of each month
• Review monthly P&L’s and Budget Comparison Reports
• Prepare monthly and quarterly Property Owner’s Reports

REQUIRED SKILLS AND ABILITIES

• Excellent customer service skills
• Ability to be welcoming and courteous to guests, coworkers and vendors
• Must be organized and able to multitask
• Ability to remain cheerful under stress
• Maintain a professional demeanor and appearance at all times
• Ability to understand and carry out instructions
• Good knowledge of the local area and businesses
• Good communication skills
• Proven interpersonal and problem-solving skills
• Proven computer knowledge and typing / keyboarding skills
• Ability to memorize a large amount of different, detailed, computer procedures

PREFERRED QUALIFICATIONS

• Previous related work experience
• High School Diploma or GED

REQUIRED LICENSES / CERTIFICATIONS

• Food Handler’s Card and Alcohol Service Permit (based on location, will be completed once hired)
• Must pass a criminal background check

PHYSICAL REQUIREMENTS / WORK ENVIRONMENT

• Work requires standing for most of each shift
• Must be able to lift up to 25 pounds
• Primary worksite is indoors

WORK HOURS AND WAGE

• Day and night shifts, weekends and holidays required
• Full-Time, Exempt, Salary DOE

Job Type: Full-time

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person