Hotel General Manager Job Description Overview of Role The Hotel General Manager is responsible for the day to day operations of the hotels responsibilities spanning budgeting, profit and loss, directing all hotel services including front of house, food and beverage operations and housekeeping. As Business Managers, you are responsible for the growth and development of the business, whilst maintaining tight controls on costs in order to maximize profits.It is a key responsibility to ensure guest satisfaction at all times in order to promote the reputation of the business and encourage customer return.Finally, the General Manager has responsibility for managing the performance and conduct of all management and staff within the hotel. Key Areas of Responsibility Operational 1. Plan and organize all events including wedding, private dinners, and all other special occasions. 2. Scheduling of staff rotas to ensure adequate resources are assigned to each area of the hotel 3. Supervise maintenance staff and work schedules to ensure room standards are maintained and areas of concern addressed as soon as possible in order to minimize disruption to service and customer complaints. 4. Manage relationships with suppliers and contractors in order to ensure that they understand the companys expectations in terms of quality of supplies and work standards including company H&S policy 5. Ensure compliance with licensing laws applicable to the hotel 6. Undertake to ensure the compliance with all statutory legal requirements regarding the running of a hotel. 7. Administrative duties required to respond to requests and queries from guests, senior company managers, suppliers. Financial (see key activities below) 1. Prepare and manage monthly and annual budgets and financial plans with forecasts for occupancy rates, ARR and other revenue management statistics. 2. Analysis of hotel revenues by department to highlight areas for development and maximization. 3. Manage monthly Profit and Loss account and ensure expenditure is managed through rigorous cost management controls, and prepare reports or presentations to the Hotels Operations Management team as required. Customer Service 1. Oversee all aspects of customer service standards and check adherence to customer service standards policy throughout all operations 2. Guest liaison, i.e. meet and greet. Establish a business relationship with regular and corporate customers. 3. Maintain a visible presence in the hotel for guests to recognize and in doing so, intervene and troubleshoot guest complaints. 4. Manage, where relevant, the mystery customer programme for the hotel. 5. Respond to and closely manage customer complaints 6. Ensure the smooth running of corporate events and conferences in order to manage both corporate and individual customer experiences. Marketing 1. Establishing and maintaining a presence with local tourism and travel agents 2. Establishing and maintaining a marketing and on-line reservations system which works in tandem with the hotels own reservation system. 3. Devising local promotions for corporate and individual customers through the Companys nominated marketing support. 4. Planning and organizing sales building events or offers and promotions designed to build customer return and retention. EG Open Days, One off marketing events, Rugby, Football, Mothers Day etc 5. Working with marketing support to drive engagement within the community Key Activities Duty Management - when required. Managing High Volume shifts to ensure maximum Guest Service including 1. Communicating expectations and goals to all Team Members 2. Providing Leadership and resolving issues that arise, E.g. Customer Complaints 3. Motivating the Team and providing 1:1 coaching and training when appropriate 4. Leading the Team to ensure that they deliver all aspects of operations. 5. Reviewing the hotels business performance to identify any areas of opportunity Coaching Training & Communicating with Team 1. To provide training and coaching to the management team and supervisors to enable them to manage their own shifts independently to consistently high standards. 2. To enable them to report on the Business Performance 3. Complete analysis and review business performance to identify any areas of concern / opportunity 4. Performance Management ranging from Letters of Concern / Disciplinary Action/ Appraisals Health & Safety 1. Carry out routine daily, weekly and monthly inspections for key areas of health and safety as per the companys H&S Policy 2. Implement and maintain the systems necessary to ensure guest safety and security at all times. 3. Ensure compliance with health and safety codes, food safety regulations, fire regulations and any other statutory regulations. Analysing Business Performance Undertaking continuous review of hotels performance including 1. Looking for ways to increase business profitability through analysis of local competitors. 2. Looking at Business on Books on a weekly basis to rota accordingly various departments, e.g. housekeeping, reception, functions ( where appropriate ) 3. Be Competent on the HotelReservations system in order to maximize its usage in conjunction with 3 rd Party websites where appropriate 4. Analysing profit and loss information and manage each line to maximize returns and control costs and wastage. Enabling management team to be able to read and action information independentlyand report weekly business figures 5. Ensure that management team are able to forecast sales / hours and be aware of external factors that may impact on sales on a weekly basis 6. Driving Business Growth and development through promoting new initiatives within the local community. Identify and seeking new business opportunities e.g. Open Days/ Chamber of Commerce. 7. Developing working Partnerships with local organisations with a view to increasing the potential customer base ( website/ Facebook ) Key Skills & Abilities 1. Proven Track Record of delivering high Standards of Customer Service, identifying, understanding and giving priority to satisfying the needs of the customers 2. Experience of leading, motivating and managing high performance teams 3. Experience of delivering, coaching and training to support the development of team members 4. Excellent communication skills 5. Business Management Skills managing profit and loss 6. Ability to plan, organize and manage time effectively 7. Positive approach to managing diversity, in both team and guests. 8. Basic ICT skills Attitude & Motivation 1. Drive For Results thriving within a target driven environment where GMS/ DGMS/ Assistants / area all accountable for their individual performance 2. Flexibility Require to work a variety of shifts over the week with changing shift patterns 3. Customer Service being driven to meet or exceed customer expectations. Spending time with customersto gain feedback and understand their needs - Internal and external customers 4. Commercial Focus having a drive to increase financial performance, upskilling their management team to understand information on business performance, looking for ways to increase profitability and growth, analysis of different revenue streams, seeking out efficiencieswithin the hotel, differentiating their business through outstanding service 5. Working With Others Motivated to build and develop a successful team. Investing time in coaching, motivating and leading the team to improve performance. Working busy shifts to enable the team to deliver stronger results through their leadership More in this section 1. Job description 2. Salary and conditions 3. Entry requirements 4. Training 5. Career development 6. Employers and vacancy 7. Related jobs Print all pages in this section Case studies Hotel restaurant and bar manager: Tim Walsh AMRT1_UKCT