General Manager (Hotel)

Responsible for the upkeep and the efficient, profitable operations of the hotel by providing a safe, clean, environment where employees provide, and guests experience, flawless customer service that is legendary throughout the industry.

Hotel Profitability:

Ensures the attainment of established budgeted goals for all departments of Hotel

• Monitors compliance with labor standards and staffing guidelines by all departments

• Monitors compliance with annually established room rate plan

• Monitors operating expense tracking system for all departments

• Administers approved incentive programs

• Conducts required meetings (ex. Daily Huddle, weekly staff, monthly Safety Meetings) to ensure interdepartmental communication and coordination of mutual goals

• Audits departmental procedures and performance.  Modifies procedures as needed. 

• Monitors rooms inventory and merchandising procedures. 

• Conducts quarterly rate surveys of competitive hotels and monitors program for competitive analysis and price-value assessment

• Monitors and ensures compliance with amenity programs, franchise and company standards, as well as promotional materials

• Assures compliance with established Manager On Duty (M.O.D.) Program

• Participates in scheduled meetings as required by corporate. This includes revenue management, safety, budget, sales & regional operations meetings 

• General Manager is responsible for the safeguarding of the company funds, including but not limited to making sure the daily cash deposits are rectified daily and deposited at approved back with back up at least weekly.  Completing regular reconciliation on the forms of payments to minimize losses and ensure compliance and reporting discrepancies are caught and rectified and/or reported to upper management in a timely manner

• General Manager is responsible for maintaining availability of the cash funds assigned on the hotel house bank contract and preparing monthly petty cash transmittal reports with supporting documentation to replenish funds.  This would be for Petty cash or GM Checking accounts where applicable.  The petty cash must include back up and sent to Regional for approval.  Petty cash forms should be used with details and stapled to receipts and kept for at least 1 year

• The General Manager is responsible for ensuring the proper cash handling procedures are followed at the front desk bank.  That shift change cash verification and sign offs are being performed and Front desk immediately notifies upper management of any cash discrepancy

Asset Management:

Exceeds Brand and/or Baywood quality standards ensuring a favorable franchise inspection grade for the property

• Submits annual Capital and Repair & Maintenance (R&M) budgets for approval by Corporate Office

• Ensures completion of all approved Capital and R&M items, coordinating with Regional Operations Manager and Manager of Purchasing

• Conducts daily inspections of guest rooms to ensure housekeeping is meeting/exceeding cleanliness standards

• Conducts bi-weekly property inspections and approves action plans to include time-table to resolve problems

• Attends Asset Management meetings

Guest Satisfaction/Public Relations:   

Promotes guest satisfaction in an effort to obtain repeat business of leisure and business markets

• Evaluates all guest complaints and ensures corrective action is taken by department heads

• Monitors guest responses, responding as needed; executes action plan to correct issues

• Hosts social events/receptions as required by the Brand and/or Baywood Hotels

• Plays active role in community through affiliation with various community organizations to promote and maintain positive image for hotel

• Participates in the BEAR (Baywood Hotels’ Education And Reach Initiatives) activities and other company sponsored community service & fundraising events

Human Resources:  

Ensures employees are provided with the necessary structure, motivation and training to satisfy their needs and achieve organizational goals

• Interviews, selects, onboards and counsels associates   

• Ensures that all new hires are given the proper onboarding experience; completes the I-9 on day one of employment for the new hire

• Ensures that staff is properly trained by their managers

• All progressive Discipline is conducted by the General Manager and another manager as a witness

• Ensures adequate staffing levels are maintained, adhering to budgetary and staffing guidelines

• Ensures compliance of all department heads with goal-oriented job descriptions and reviews goals with each individual

• Maintains associate files, ensuring all documents are current (including job descriptions and version of handbook) 

• Champions and participates in the Associate Relations celebrations events

• Ensures that performance evaluations are being issued as required by corporate 

• Encourages promotion from within, associate engagement and development through goal setting, employee training and participating in all corporate mandated associate-focused initiatives

• Champions the Associate Annual Survey; while maintaining ethical compliance

• Ensures hotel is in compliance with all Baywood policies, Federal and State laws with regards to all personnel practices, safety initiatives, & labor-related postings

• Payroll processing and reconciliation; to include time edit sheets are included for all miss punches by the individual associate. Payroll processing is completed by the deadline.

Personal Development:

Ensures continual efforts are made to increase management abilities and knowledge

• Attends annually a minimum of one advanced management training seminar

• Attends classes to become knowledgeable or maintain proficiency in the latest industry-related technology

• Attends franchise & Baywood mandated training courses as required 

Consistently models the behavior of a ‘Baywood Ambassador’ who: 

• Maintains a professional image, including grooming, verbiage, and body language, at all times

• Warmly greets both guests and coworkers (using the 10/5, first & last rule) every time they come in contact

• Actively listens to guests, responding appropriately to their questions and/or concerns. Seeks guidance and/or assistance from others to ensure satisfaction

• Fosters teamwork by offering assistance to others, as needed

• Continuously monitors the surroundings at work, in order to identify any cleanliness, safety, security, or building upkeep issues; reports discrepancies to the proper department

• Contributes to a safe work environment by following proper safety guidelines in matters of attire, utilizing protective gear, and following safety procedures 

• Recommends other Baywood properties to our guests, when appropriate

• Consistently demonstrates our It’s My Pleasure service philosophy by identifying and seizing each golden opportunity to exceed guest expectations

• Additional duties may be added at any time at the discretion of management 

Education:

• Bachelor’s degree in Hospitality or related field preferred; however, skills/knowledge gained through on-the-job training and previous experience may substitute for degree

Certifications / Licenses:

• Must possess and maintain a motor vehicle operator's license in good standing

• Brand General Manager certification preferred

Experience:

• Minimum of 1 year experience as a General Manager in a similar type & size hotel, or 

• 2 years management experience (of which 1 year is in hospitality)

• Proven track record of increasing profit (GOP) while exceeding Brand & Corporate goals for guest and associate satisfaction

• Local market experience preferred

Additional Skills: 

• Ability to multitask

• Ability to communicate effectively, both written and oral

• Bilingual (Spanish & English) preferred, depending on market

• Ability to work the shifts required for the position

• Ability to learn and adhere to Brand & Baywood Hotels’ standards

• Ability to take information from various sources and determine a responsible course of action

• Ability to understand interdepartmental relationships

• Ability to operate office equipment and industry specific software (M3, PMS)  

• Ability to remain calm during stressful situations

• Ability to motivate and lead a team

• Ability to read, interpret and analyze financial reports, P&L Statements, Sales & Marketing reports

• Proficient in Microsoft Office 

• Proficient in Google Apps for Work preferred

• Walking and Standing: 45 -55%

• Sitting: up to 50%

• Bending, Stooping, Reaching: Occasionally

• Lifting, Push/Pull: 40 lbs. infrequently

• Driving: Occasionally

• Traveling: Infrequently

Environmental Conditions: 

• Inside: Protection from weather conditions, but not necessarily from temperature changes.

• Outside: Transitioning from inside to outside of building and vehicle, assisting guests in varying weather conditions

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