Job Description

The General Manager is responsible for overseeing the day-to-day operations of the residential hotel to ensure the achievement of financial goals, including revenue growth and profitability. This role is pivotal in maintaining the highest standards of guest satisfaction, employee engagement, operational excellence, and asset protection. The Residential General Manage r provides strong, hands-on leadership to guide, train, and support hotel staff, ensuring an exceptional guest experience and the efficient, high-quality operation of the property.

Experience

• Lead and manage all hotel departments to ensure seamless daily operations and alignment with strategic goals.
• Drive revenue and profitability through effective budgeting, forecasting, and cost control strategies.
• Foster a culture of guest-centric service by maintaining high standards of hospitality and promptly resolving guest concerns.
• Recruit, train, and develop team members, promoting engagement, accountability, and professional growth.
• Ensure strict adherence to quality assurance standards, brand expectations, and compliance with health and safety regulations.
• Oversee facility maintenance and housekeeping to maintain a safe, clean, and well-functioning environment.
• Provide the Revenue Management Department with information that includes a market analysis of competitors’ rates by market segment for weekday and weekend and a forecast of local market conditions and special events that may impact occupancy and/or rates.
• Support sales efforts as directed by the Management and the corporate sales organization.
• Train front desk staff to successfully perform selling techniques and procedures for current promotions.

Financial Responsibilites:

• Provide input to the annual budget by forecasting changes in operating expenses and labor cost.
• Use business forecasts to manage costs by scheduling labor in accordance with staffing guidelines, control other expenses in accordance with business demand levels and control utility expenses in accordance with energy management and building operations standards.
• Based on forecasted monthly revenue, adjust controllable expenses to maintain profit margins and achieve planned monthly budget; explain the causes for budget variances of controllable expenses and take corrective action to avoid future occurrences and adjust spending to eliminate variances.
• Execute company policies and procedures for purchasing.
• Guest Satisfaction: manage employees to deliver guest services and quality products that will lead to achieving goals for revenue and profit.

• Employee Satisfaction: Train and develop employees in accordance with Human Resources programs and guidelines.
• Train staff to successfully perform all functions for guest service and for handling upset guests who are dissatisfied with the products and services they received. Personally handle difficult situations involving upset guests. Attempt to resolve all issues of poor guest service before guests leave the property.
• Personally respond to guest complaint letters, Guest Assistance Contact Forms, and comment cards in accordance with company standards.
• Receive satisfactory scores for Medallia (i.e., guest satisfaction survey) and take action to correct any deficiencies.
• Properly administer company policies and procedures for human resources management, payroll administration, personnel transactions, and fair treatment of employees. Conduct wage surveys to provide input to the annual budget and to ensure that the hotel is offering competitive wages.
• Provide leadership by conducting business in a professional manner and in accordance with all company policies including standards of conduct, business ethics and conflicts of interest.
• Receive satisfactory scores for employee satisfaction surveys and take corrective action to correct any deficiencies; maintain an acceptable level of employee turnover.

Product Quality:

• Ensure a satisfactory guest experience and protect the company’s physical assets by maintaining the physical condition of the hotel in accordance with established quality control standards.
• Manage the preventative maintenance and quick-fix programs in accordance with company standards.
• Receive satisfactory scores for product quality as measured by Medallia and take action to correct any deficiencies.

MINIMUM EDUCATION:

• Bachelor’s Degree in Hotel/Restaurant Management or Business is a plus. Equivalent experience is acceptable.
• 5 years as Hotel General Manager or other hotel management role.

Physical Requirements

• Must be able to sit or stand for long periods at a time.
• May be required to do light lifting or carrying.
• Capable of working in a fast-paced environment and in stressful situations.
• Must respond to multiple task interruptions and still provide service to internal and external customers in a professional and courteous manner.
• May be required to walk and/or stand for long periods of time.
• Must be flexible in work hours/days.
• Must possess a valid driver’s license.

General Requirements

• Must have knowledge of a variety of computer software applications in word processing and spreadsheets. Word, Excel, Power Point and Access.
• Must have full knowledge of Hotel Management and Operations.
• Must have effective oral and written communication skills.
• Must have good analytical skills and decision-making ability.

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