Hotel General Manager

Job Description For Hotel General Manager

POSITION 

 TITLE: General Manager / Hotel Manager
REPORTS TO: Managing Director / Area General Manager / Owner
POSITION SUMMARY:
The General manager is responsible for all aspects of operations at the hotel, to day-to-day staff management and guests. He / She should be an ambassador for the brand and your hotel. Provide leadership and strategic planning to all departments in support of our service culture, maximized operations and guest satisfaction. Work Very closely with the hotel owners and other stake holders.
Responsible for managing the Hotels management team (HOD's) and overall hotel targets to deliver an excellent Guest experience. A General Manager would also be required to manage between profitability and guest satisfaction measures.
GM DUTIES AND RESPONSIBILITIES:
  • Oversee the operations functions of the hotel, as per the Organizational chart.
  • Hold regular briefings and meetings with all head of departments.
  • Ensure full compliance to Hotel operating controls, SOP’s, policies, procedures and service standards.
  • Lead all key property issues including capital projects, customer service and refurbishment.
  • Handling complaints, and oversee the service recovery procedures.
  • Responsible for the preparation, presentation and subsequent achievement of the hotel's annual Operating Budget, Marketing & Sales Plan and Capital Budget.
  • Manage on-going profitability of the hotel, ensuring revenue and guest satisfaction targets are met and exceeded.
  • Ensure all decisions are made in the best interest of the hotels and management.
  • Deliver hotel budget goals and set other short and long term strategic goals for the property.
  • Developing improvement actions, carry out costs savings.
  • A strong understanding of P&L statements and the ability to react with impactful strategies
  • Closely monitor the hotels business reports on a daily basis and take decisions accordingly. 
  • Ensure that monthly financial outlooks for Rooms,Food & Beverage, Admin & General, on target and accurate.
  • Maximizing room yield and hotels / resort revenue through innovative sales practices and yield management programs.
  • Prepare a monthly financial reporting for the owners and stake holders.
  • Draw up plans and budget (revenues, costs, etc.) for the owners.
  • Helping in the procurement of operating supplies and equipment, and contracting with third-party vendors for essential equipments and services.
  • Act as a final decision maker in hiring a key staffs.
  • Coordination with HOD's for the execution of all activities and functions.
  • Overseeing and managing all departments and working closely with department heads on a daily basis.
  • Manage and develop the Hotel Executive team to ensure career progression and development.
  • Be accountable for responsibilities of department heads and take ownership of all guest complaints.
  • Provide effective leadership to hotel team members.
  • Lead in all aspects of business planning.
  • Respond to audits to ensure continual improvement is achieved.
  • Corporate client handling and take part in new client acquisition along with the sales team whenever required.
  • Assisting in residential sales as and when required and development with strong sales prospects.
  • Responsible for safeguarding the quality of operations both (internal & external audits).
  • Responsible for legalization, Occupational Health & Safety Act, fire regulations and other legal requirements.
PREREQUISITES:
The ideal candidate is a seasoned and highly intelligent hotel professional with outstanding, management skills and extensive hands-on experience. Available to work when needed, including weekends, holidays, and nights.
EDUCATION:
A university degree in hotel management or a related field with Experience in opening, managing or re-positioning a hotel with clear track record. Excellent computer system skills.
EXPERIENCE:
At least 15 to 20 years experience in the hospitality industry, with significant luxury and international experience, ideally including experience in remote locations. And 5 to 10 years of experience as a General Manager or Asst. General Manager.
General Manager’s Standard Operating Procedures

These Standard Operating Procedures are NOT ALL INCLUSIVE, and they may be amended from time to time. Please see your Associate Handbook and other Sunburst reference materials for additional information:

 · WORK SCHEDULE: Normal working hours for a General Manager are considered to be 8 AM to 6 PM, 5 days per week (minimum).

 · LOBBY PRESENCE: General Managers must be physically present in the lobby on each work day for a period of time, especially during check in/out. In addition to being present in the hotel lobby area, General Managers must greet guests and observe the appearance and conduct of all hotel employees who routinely interact with the public. This standard should also be applied to all department heads.

· INSPECTIONS: General Managers should conduct inspection tours of the hotel (inside and out) on a daily basis. General Managers should inspect a minimum of 15 rooms per week and keep a record, for review by your supervisors, of each inspection.

· DAILY REPORTS: Managers are required to review daily reports and to complete a daily accounting work review, focusing on (1) hotel performance vs. forecast, and (2) variances to budget.

· YIELD SYSTEMS: On a daily basis, General Managers are required to review the hotel’s rates and availability data as contained in (1) Yield Management Systems programs, (2) the hotel’s Property Management System (PMS) program, (3) the hotel’s Central Reservation System, and (4) those internet sites that require daily on-line maintenance by hotel management. Additionally, General Managers are required to conduct weekly Yield Meetings using Sunburst’s Weekly Yield Meeting Agenda and Guidelines.

· WEEKLY DEPARTMENT HEAD MEETINGS: General Managers must hold a weekly department head meeting during which all attendees will review the actual week’s business, forecast and scheduling, upcoming events, and Sunburst updates. These weekly meetings should be (1) planned in advance, (2) have a prepared agenda to be distributed in advance, (3) giving attendees proper notification, and (4) have recorded minutes.

· SALES CALLS: All General Managers are required to make at least 3 sales calls per week (cold calls, appointment calls, etc.). Rotate with each sales manager so that every sales manager will have the opportunity to have you present when making their sales calls. The focus for this standard is to generate NEW business, maintain existing client base, and coach sales staff (see Weekly Sales Activity Report).

· INTERNAL FINANCIAL CONTROLS: General Managers are required to adhere to, and maintain, Sunburst policies related to internal financial controls as presented in the Accounting Procedures and Systems Manual. These controls include primary responsibility for the safeguarding of cash and Hotel revenues.

· PUBLIC RELATIONS: Occasions arise when specific information needs to be communicated to the public. While all non-crisis communications should be coordinated between the General Manager and your hotel’s Regional Director of Sales, no press releases of any nature whatsoever may be issued to the public or any news or media source without the prior approval of the Chief Executive Officer or the General Counsel. For emergencies, refer to Section 12 of the Risk Management Manual for “Crisis Communications Procedures”.

· COMMUNICATIONS WITH GUESTS: Sunburst’s philosophy is to ensure that all dissatisfied guests are favorably impressed by the Company’s concern for their dissatisfaction. Naturally, the avoidance of complaints must be management’s first concern. Management and employees must be trained in handling guest dissatisfaction and rectifying any environment for dissatisfaction before it is expressed in the form of a formal complaint. All hotels must have in place a customer service training program in addition to the required Orientation program. A system should be established to ensure the General Manager is immediately informed of all complaints. Action is to be taken as soon as possible to try to ensure guest satisfaction. Letters received from guests complaining or complimenting the hotel’s facilities must be answered within 3 days of receipt. If a complaint investigation should take place, corrective action should be taken to eliminate future reoccurrence. No response should ever “Admit Error” or “Admit Liability”. The response should acknowledge the complaint, express concern, and apologize for the inconvenience.

· M.O.D. PROGRAM:. General Manager ensures that hotel has an established MANAGER ON DUTY PROGRAM, following MOD Manual guidelines.

 · CORRESPONDENCE FILE: All General Managers must keep a “reader’s file” containing all correspondence that they generate. Correspondence should be kept in a 3-ring Binder and be readily available for ease of reference.

· NO ALCOHOL POLICY: Alcohol consumption is strictly prohibited for ALL employees while on hotel premises.

· SAFETY COMMITTEE: General Manager ensures that the hotel has in place a Safety Committee that follows written guidelines set forth in Risk Management Manual, including monthly Safety Committee Meetings.

· EXPERIENCE YOUR HOTEL ROOMS: All General Managers who do not live on property are required to stay overnight at their hotel a minimum of once per year (for two consecutive nights), utilizing different room types on a rotating basis in order to monitor guest room standards.

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