General Manager

Charlotte, NC, United States

Job Description Job Description

Department – Executive Office

Reports to – Director of Operations

What’s the job?

As General Manager you’ll be responsible for the overall success (financial, guest experience, quality standards) of the hotel, using strong leadership skills to optimize guest and associate experience and financial returns. You will be the champion of the hotel’s internal and external communications and record keeping. You are responsible for exceeding brand standards and building awareness of the hotel and brand in the local community.

Your day-to-day

Leadership

Motivate, coach / mentor, and train team members, set goals and hold team members accountable.

Provide feedback, rewards, and recognition to team members.

Develop programs and initiatives to increase team engagement that are aligned with a service philosophy.

Develop, implement and monitor team member succession planning to ensure future bench strength.

Oversee HR related actions in accordance with rules and policies.

Demonstrate a high level of integrity, take ownership of personal and team actions, communicate effectively, promote collaboration, nurture a positive, professional work environment and adhere to Opal’s Standard Operating Procedures.

Review and implement newly introduced/updated Opal and Brand standards.

Perform other duties as assigned. May also serve as Director of Sales.

Act as a public relations representative and ambassador to raise awareness of hotels and brands in the local community.

Financial

Aggressively pursue revenue goals, effectively utilize yield management and revenue maximization tools, and prepare and manage the annual budget to attain financial goals.

Effectively manage and control all operational expenses including labor, overtime, supplies etc., enforce Opal’s procurement guidelines, and seek and implement cost saving strategies.

Analyze financials to drive revenues, future profitability and maximum return on investment.

Use distribution channels and technology platforms to drive revenue and maximize market share.

Provide leadership support and direction to the sales team, take an active role in the preparation and implementation of the hotel’s annual Marketing plan, make sales calls to Key accounts, and capitalize on all revenue opportunities.

Guest Experience

Drive improvement in guest satisfaction goals. Collaborate with colleagues and hotel team members to establish and implement services and programs that meet or exceed guest expectations

Serve and build relationships with guests – ask for their feedback and show them hospitality.

Represent and build the hotel’s online reputation on review sites.

Responsible Business

Ensure a safe and secure environment for guests, colleagues and hotel assets in compliance with policies and procedures and regulatory requirements.

Ensure good standing in the community by developing and maintaining relationships with the Chamber of Commerce, the Convention and Visitors Bureau, other hotels, local schools, local government and other community and civic organizations.

Drive team member involvement in community organizations, activities and businesses.

Develop and carry out action plans to be environmentally conscious by taking steps to reduce the hotel’s carbon footprint.

Requirements

High school diploma or higher-level education

3 years hotel experience, with preferably 2 years of management experience, or equivalent combination of education and experience

Must be a strong leader, self-motivator, team builder and willing to work 50+ hours per week with flexibility (minimum 5 days per week).

Experience required may vary based on size and complexity of operation.

Must speak fluent English (other languages preferred)

Specific Responsibilities

Send a daily end of the day activity and accomplishment email to the Opal Director of Operations, Opal Corporate Director of Sales & Marketing, and immediate Supervisor.

Develop and implement the approved business plan to attain and exceed the financial goals.

Maintain a high personal visibility throughout the property and throughout the day and week.

Gain and maintain excellent knowledge of local competition and general industry trends.

Handle any emergencies at the hotel.

Actively manage the financial statement and review and critique performance in a timely fashion. Teach the process to all members of the management team.

Assess and/or ensure regular and timely assessment and performance reviews of all hotel associates and the processing of all personnel records (including new hire, disciplinary, termination).

Closely monitor sales solicitation activities.

Conduct weekly departmental meetings and participate in daily huddles with each department head/manager to review prior day’s outcomes and today’s goals.

Conduct prescheduled weekly meetings with the department heads/managers.

Conduct a monthly safety meeting to ensure safety policies and procedures are known and followed by all associates.

Ensure all associates are trained on emergency and security procedures and policies.

Ensure that all property equipment is in good working condition.

Successfully maintain adequate staffing.

Plan and execute monthly employee gathering.

Inspect guest rooms and facilities on a daily basis.

Ensure all training and documentation is conducted according to Opal and Brand requirements.

Ensure all licenses, certifications, and life safety documents are up to date.

Ensure response to Franchise guest surveys and online reviews (TripAdvisor, Google, Expedia, etc).

Ensure response to credit card chargeback disputes.

Ensure bank deposits are completed accurately and promptly.

Optimum Attributes

Willing to take ownership and accountability for the team

Effective communication skills

Good listener

Emphatic and tolerant

Open with praise, discreet with criticism

Consistent and congruent

Rational, prudent and practical

Willing to work on weekends and holidays if required

Well-groomed and professional appearance

Benefits

Quarterly Bonus potential

7 Paid Holidays per year

Bereavement Leave

Medical, Vision, Dental and Supplemental benefits

401(k) package

Life Insurance policy benefit of $10,000

PTO (Paid Time Off)

Employee Friends & Family Room Rate Discount (not valid at your place of employment)

Vacation Reimbursement

Performance Standards

Performance shall be measured by the following:

Budgeted EBITDA

Opal Audit

The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.

Equal Opportunity Employer

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