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The Role

The General Manager (GM) is responsible for all daily hotel operations to guarantee the guests enjoy and outstanding experience for the Pavilion hotel, Atwater Hotel and Mt Ada. The GM is responsible for all hotel services, such as guest relations, front desk, housekeeping, maintenance, revenue management, expense management, team building, and employee development. The GM will provide the leadership needed to support strategic planning, improve efficiency, growth of revenue, develop our resources, and deliver great value for our guests to experience.

Essential Duties and Responsibilities

Management reserves the right to add, modify, change, or rescind the work assignments of different positions and to make reasonable accommodations so that qualified employees can perform the essential functions of the job.

• Provide the vision, leadership, and strategy that inspires staff to deliver exceptional guest service that drives financial success.
• Collaborate with hotel department leaders to define goals and objectives, both short and long term, that are compatible with the overall hotel goals, as well as strategies for achieving them.
• Create a budget to maximize profit margins while keeping costs in balance with guest satisfaction and quality of service.
• Lead sales and marketing efforts by developing a targeted strategy for publicizing the hotel’s services and amenities, as well as other company venues and activities.
• Establish the hotel’s reputation for quality by inspecting rooms, public areas, and the surrounding grounds for cleanliness and upkeep.
• Maximizing room yield and hotels revenue through innovative sales practices and yield management programs.
• Hold regular briefings and meetings with the staff to communicate goals and objectives, review and train on safety matters, procedural changes, etc.
• Meet with guests on an informal basis to solicit feedback to assess the quality-of-service levels, cleanliness, and overall satisfaction. Handle complaints and oversee the service recovery
• Oversee the hiring process for each venue and manage staffing levels to ensure operational needs and financial objectives are met
• Ensure full compliance to hotel operating standards, policies, and procedures.
• Ensure compliance with all applicable laws and maintain health, safety, and sanitation standards throughout the venues.

Qualifications

Education and/or Experience:

• High school diploma or equivalent
• A certificate or degree in the hospitality field, business, or equivalent industry experience
• Minimum of five (5) years’ experience in the hospitality industry with three (3) years of management in a luxury resort

Knowledge of:

• P&L statements and other financial reports
• Luxury hotel programs and best practices
• Proven track record of analytical skills that drive decision-making
• Strong written and communication skills
• Principles and practices of customer service, techniques for providing a high level of customer service
• Modern office practices, methods, and computer equipment and applications

Ability to:

• Demonstrate excellent organizational skills, communication skills, and problem-solving skills.
• Work collaboratively with a variety of individuals (both guests and fellow employees)
• Demonstrate a positive and constructive attitude
• Adapt and take action in a dynamic, fast-paced environment
• Review work performed and identify resources necessary to complete the work while balancing them with priorities, business objectives, and safety.
• Monitor and enforce relevant laws, regulations, policies, and procedures.
• Maintain accurate records and reports.
• Respond appropriately to changing situations.
• Independently organize work, set priorities, meet deadlines, and follow up on assignments.
• Demonstrate strong customer service skills and establish, maintain, and foster positive and effective working relationships.
• Use English effectively to communicate in person, over the telephone, and in writing.

Licenses and Certifications:

• A Driver’s License with a satisfactory driving record maintained throughout employment.
• California Responsible Beverage Service Certification
• ServeSafe Certification

Physical Demands

Must possess:

• Vision to read printed materials and a computer screen
• Hearing and speech to communicate in person and over the telephone or radio
• Frequent walking in operational areas to observe conditions and audit work
• Finger dexterity needed to access, enter, and retrieve data using a computer keyboard, calculator and to operate tools and equipment
• Ability to bend, stoop, kneel, reach, and inspect work sites
• Ability to stand, walk, or sit for extended periods of time

Environmental Elements

Incumbents work in both indoor and outdoor environments with moderate noise levels. May work in controlled temperature conditions, cold and hot temperatures, or inclement weather conditions. Exposure to chemicals, mechanical and electrical hazards, and hazardous physical substances and fumes. Incumbents will interact with individuals in interpreting and enforcing rules, policies, and procedures.

Working Conditions

Incumbents may be assigned an on-call and irregular work schedule, including weekends, early mornings, evenings, and holidays.