Affiliate Services

General Manager

Job ID
2017-1054
Category
Administrative / Clerical
Affiliate Services LLC
US-WV-South Charleston

Overview

Plan, direct, or coordinate the operations of the hotel. Duties and responsibilities include formulating policies, managing daily operations, and planning the use of materials and human resources

Responsibilities

  • Establishes a presence with the team members on property and actively solicits team member feedback.  Utilizes an "open door" policy and review team member engagement results to identify and address team member problems or concerns. Ensures team members are treated fairly and equitably.
  • Coaches and supports hotel team to effectively manage wages and controllable expenses.  Strives to maintain profit margins without compromising guest or team member satisfaction
  • Manages costs within the hotel, including supplies, utilities, food and beverage and labor expenses to within budgeted parameters, combining with sales/revenue acumen to deliver an efficient and profitable operation. 
  • Manage and work closely with the Food, Beverage and Catering departments in the efficient implementation of proper staffing levels, brand standards and ensure a high level of guest experience.
  • Ensures service, technical skills and other training occurs throughout the property to support successful daily operations.
  • Establishes and maintains open, collaborative relationships with direct reports and entire team.  Ensures direct reports do the same for their team.
  • Involved in hiring process seeking out team members who demonstrate strong functional expertise, creativity and leadership to meet needs of the operation with the help of the Human Resources Department.
  • Participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and team members
  • Demonstrates and communicates drivers of guest satisfaction
  • Serves as advocate for the property.  Pulls together resources to resolve guest and operational issues
  • Is highly visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels, and overall satisfaction
  • Observes service behaviors of team members and provides feedback to individuals and/or supervisors
  • Continuously strives to improve service performance
  • Reviews comment cards, guest survey results and other data to identify areas of improvement.  Reviews findings with hotel team and ensures appropriate actions is taken
  • Analyzes service issues and identifies trends.  Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results
  • Ensures that building is well maintained and that operational areas have an atmosphere that meets or exceeds guest expectations
  • Inspires and motivates teams to achieve operational excellent
  • Ensures policies are administered fairly and consistently and that team member performance is evaluated and recognized where appropriate
  • Ensures property meets franchise standards
  • Ensures property is a safe and secure facility for guests and team members
  • Communicates and ensures execution of hotel emergency procedures.

Perform all other duties as assigned

Qualifications

A minimum of two to four years of work-related skill, knowledge, or experience is needed. College, vocational training, or job-related course work is requested. Bachelor's degree is preferred.

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