General Manager

 
General Manager Job Description
Job Title:          General Manager
Department:    Administration
Location:         Sioux City, IA
FLSA Status:  Exempt
Date:               September 2022
 
This description reflects management’s assignment of essential functions; it does not proscribe or restrict the tasks that may be assigned. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.
 
SUMMARY: 
Responsible for the day-to-day operations of the hotel.
 
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Other duties may be assigned by ownership. The percentage of time spent between Guest Services and Administrative Tasks may vary from day to day, based on business and reporting demands, such as close of the month, etc.
 
Guest Services: 55%

  • The AGM is the overall Brand Champion of the Hotel setting the tone for welcoming guest services
  • The AGM will ensure that “The Mark” is implemented and carried through the sequences of guest services
  • Responds to guest requests, comments, and concerns by reading overnight shift reports
  • Respond to all Social Media:  Concentration on:  Facebook, Medallia and TripAdvisor.com
  • Ensure guest expectations are met and exceeded knowing which group is coming and where the event is located
  • Personally inspect (daily) all arrival rooms for Platinum and Gold Marriott Rewards members
  • Ensure operations and/or sales has written a welcome note to any new arriving Platinum or Gold member
  • Host (once a week) a mid-week managers reception
  • Work breakfast (daily) for one hour to hear the voice of the customer and correct any guest issues prior to them being recorded on Social Media
  • Work the lobby (daily) for at least one hour during the heaviest check in period
  • Meet every “site inspection” conducted by Sales & Catering
 
Administrative Tasks: 45%
  • All Administrative Tasks should be completed during non-impact hours of operation
  • Act as liaison between ownership and hotel to drive performance, from top line revenue to controlling costs
  • Have general knowledge of the owner’s portfolio of investment properties in the area
  • Ensure compliance with licensing laws, health and safety, and other statutory regulations
  • Responsible for the management, organization, and chain of command
  • Administer weekly and monthly operational and budgetary meetings and ensure milestones are met
  • Support the implementation of revenue generation initiatives including room packages, upsells, outlet promotions including designing memorable events such as the Santa Sunday Brunch, Halloween Costume Party and New Year’s Eve Gala, tastings of new wine/beer/liquor releases including vendor relations and sponsorships
  • Review and communicate financial information to assist in proactive and timely decision making
  • Control cost without compromising standard and customer experience
  • Work directly with Sales, F&B, Maintenance, and Rooms to support success and assist with opportunities
  • Supervision of maintenance, supplies, renovations, and furnishings
  • Must have overall knowledge of all outlets within the hotel and consistently ensure their operations are sound
 
Administrative Tasks: 45% - Continued:
  • Lead weekly staff meeting with management to insure there are clear lines of communication.
  • Planning and organizing accommodations, catering, and other hotel services
  • Ensure events and conferences run smoothly and that the meeting planner intends to return again
  • Maintain overall quality and standards set by Marriott, and AAA to ensure compliance guidelines
  • Carry out inspections of property and services and record areas that need immediate attention
  • Responsible for overall day-to-day operations of the hotel
  • Follow budgetary guidelines and tasked with solutions and implementation of new policies
  • Construct a monthly income statement review that includes successes and areas of opportunity to present to ownership
  • Promoting and marketing the business which may include joining boards, attending monthly luncheons, etc.
  • Responsible for handling donation requests from the community and sticking to a budgetary plan
  • Maintaining statistical and financial records and using them to interpret business and best practices
  • Setting and achieving sales and profit targets while ensuring gross profit targets and NOI flow through
  • Analyzing sales figures and devising marketing and revenue management strategies
  • Provide leadership and vision to the hotel through development of long range and annual plans
  • Continued pursuit of guest experience and satisfaction, emphasizing a lead by example approach
  • Responsible for fostering a safe environment for guests and employees
  • Ensuring security is effective
  • Support a culture amongst staff that is both professional and efficient
  • Encourage, support, and monitor all team members by both being in the operation and working on the operation
  • Organize ongoing training and employee development by praising in public and critiquing in private
  • Planning work schedules for individuals and teams
  • Support the delivery and measurement of promotional activities, including staff incentives
 
REPORTING RELATIONSHIPS:
 
Reports to:                   Ownership and to the Senior Vice President for Sales & Marketing & to the Senior Vice President of Food & Beverage
Directly Supervises:    Accounting Manager, Banquet Manager, Director of Food & Beverage, Director of Rooms, Executive Chef, Human Resources Director, Maintenance Manager, Spa Manager
 
QUALIFICATIONS/SKILLS: 
 
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
 
 
  • High school diploma or equivalent at minimum, prefer college degree as well as graduate degree
  • Ability to read and write in English
  • Ability to read and comprehend instructions, short correspondence, and memos
  • Ability to write correspondence in order to overcome service issues, etc.
  • Ability to effectively present information in one-on-one and small group situations to customers, clients, and employees
  • Ability to work independently, with little supervision; however able to take direction and constructive criticism
  • Ability to effectively direct and supervise
  • Ability to effectively use a modern automated financial management system
  • Knowledge in the use of a personal computer and software applications
  • Must be able to clearly communicate in a polite manner while on the telephone and in person
  • Must be able to think quickly, and respond with precise and accurate answers
  • Must be highly organized and be able to multitask
  • Must be able to pass a background check
 
 
 
DESIRED QUALIFICATIONS:
 
Bachelor’s degree in Hospitality, Business, or related field
Ten years of experience in the hospitality arena and/or a hotel (or related) industry
A minimum of five years of supervisory experience 
Prefer candidate to have a background in working in a luxury environment
Four diamond hotel experience is a plus
Marriott experience
Candidate should have a logical progression path in some and/or all of the following:  front desk, guest services, housekeeping, rooms, sales, marketing, catering, outlets, property operations, revenue management, room service, as well as food and beverage operations
 
PHYSICAL DEMANDS: 
 
While performing the duties of this job, the person must be able to occasionally move about inside the hotel. The person must be able to frequently operate a computer and other office machinery.
 
WORK SCHEDULE: 
 
Work a full-time schedule as assigned by department Supervisor or Manager or to meet the needs of the hotel.
 
I have read, understand, and am able to complete the job duties in the work environment described with or without reasonable accommodations.