Hotel General Manager

Implement and manage hotel’s daily quality process including goal communication, associate improvement, and compliance with standards of product and performance, service recovery and problem resolution. Disseminate feedback from comment cards, guest satisfaction and service failure measurements and coach accordingly. Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate. Ensure the achievement of sales objectives on a monthly, quarterly and yearly basis and direct all Sales and Marketing initiatives for the hotel. Preparations and definition of the Sales & Marketing Plan and manual for the department and participate in setting up the sales & marketing policies, trade Contracts, procedures and objectives. Assign and instruct Rooms Division Department Managers in details of work. Observe performance and encourage improvement. Monitor hotel occupancy and make staffing adjustments accordingly. Supervise and review cost and inventory controls. Implemented yield management theories and Internet Booking Strategies to Improve the Hotel REVPAR. Supervise the budgeting, forecasting, training, motivating and staffing of the Rooms Department including: Telephone, Housekeeping Services, Front Office, Laundry, Concierge and Guest Services. Prepare Forecast expenses and actual results for the Rooms Division revenue and expenses. Review Security logs daily for significant incidents, and coordinate with department heads all enforcement of policy and/or improvements in service needed. Plan, organize, chair, attend and/or participate in various hotel meetings such as: Staff Meetings, Rooms Division Meetings, Executive Committee Meetings, Quality Teams Meetings, etc. Read less