General Manager

SUMMARY: The General Manager manages all aspects of the department including but not limited to: guest relations, reservation management, staffing, training, record keeping, and payroll in accordance with hotel policies and procedures keeping with the expectation and policies of the company. Models and acts in accordance with McNeill Keys to Success guiding principles, and as a team member joins the mission People Serving People.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Cultivate a respectful workplace maintaining and holding accountable all departments to respect of attendance, performance, behavior, and common sense and judgment.

Oversee day-to-day operations.

Design strategy and set goals for growth.

Maintain budgets and optimize expenses.

Manage and monitor activities of all employees in the Front Office, Housekeeping, Maintenance, and Food & Beverage departments, ensuring adherence to standards of excellence and guidelines set in the employee handbook, hotel policies and procedures, while coaching, training, and correcting where needed.

Actively participate in the success of the operations of the hotel, including daily check-ins/huddles, property walks, monitoring time and attendance, inspecting rooms, monitoring financials, and following proper procedures for bank deposits.

Oversee and supervise payroll functions, ensuring pay is processed on time, accurately, and in compliance with government regulations.

Responsible for scheduling within labor standard guidelines using the budget and scheduling platform identified by McNeill Hotel Company.

Maintain a professional and high-quality service-oriented environment.

Assure all social media, third-party, and brand-based reviews are responded to promptly.

Use problem-solving skills to resolve complaints, disturbances, special requests, social media reviews, and any other issues that may arise.

Inform all staff of daily activities, group and VIP arrivals, as well as special requests and repeat guests. Check accommodations, ensuring any special requests are carried out accordingly, greet guests upon arrival, and ensure escort to accommodations if appropriate.

Manage operating expenses and purchasing for all operations departments using approved vendors with the brand and McNeill Hotel Company.

Attend and actively participate in monthly and weekly revenue and forecasting expectations.

Participate in preparing annual revenue and expense budgets.

Hire, train, and develop team members; use progressive discipline as needed.

Conduct Profit & Loss analysis, reconciliation, and reporting.

Responsible for Sales and Revenue strategies; work closely with sales teams.

Communicate weekly/monthly processes to corporate staff and owners.

Work closely with all departments to improve guest services and foster cross-departmental communication.

Monitor performance of departments by consistently completing room and public area inspections.

Hold monthly departmental meetings and morning huddles to keep staff informed of all activities in the hotel, reinforcing standards of excellence and promoting a formidable team atmosphere and culture.

Work closely with all departments to ensure proper key controls and safety measures are maintained at all times.

Adhere to bank records, accounts receivable/payables, and other procedures to ensure accurate and timely collections.

Other duties as assigned by supervisor or management.

QUALIFICATIONS:

Education/Experience: High School Diploma or GED equivalent. A minimum of 2 years of experience in team management or supervisory experience.

Skills:

Customer service

Interpersonal skills

Attention to detail

Time management

Ability to monitor staff activities and accomplishment of tasks

Adaptability

Proficient communication

Technical capacity

Decision making

Ability to read, write, and speak the English language

WORKING CONDITIONS:

Will be required to work nights, weekends, and holidays.

Will be required to work in a fast-paced environment.

RELATIONSHIPS:

Internal: Assistant General Manager, Front Office Manager, Department Heads, Human Resources, Chief Engineer, Sales Manager, line level associates and Field Operations at the corporate level.

External: Vendors for purchasing, accounts receivable, and accounts payable; Guests/Clients for customer service.

PHYSICAL/COGNITIVE ACTIVITIES:

This description of physical and mental activities is not intended to describe essential job functions. Rather, its purpose is to give the job applicant an understanding of the job's physical and mental activities to determine whether they can perform this job with or without accommodations.

The major responsibility in this position is to manage staff and procedures efficiently as it pertains to the front office of the hotel. This person must understand the practices, techniques, and technologies required in the work they are performing or monitoring.

While performing the duties of this job, the employee is frequently required to stand, walk, sit, bend, use hands to finger, handle, or feel; reach with hands and arms; communicate verbally and hear. Vision abilities required by this job include close vision to computer screens. The employee is occasionally required to use a sense of smell. The employee may be required to lift and/or carry boxes up to 15 pounds.

Reading and writing abilities are utilized to document or record all tasks delegated and completed, to order supplies, enter reservations, submit reports, or to read and understand sensitive cash handling materials.

Reasoning abilities are always utilized. Basic mathematical abilities are utilized a significant portion of the time.

This person will need to be able to react quickly in emergency situations and make decisions that may involve the safety of others or significant amounts of money.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
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