General Manager

Shore Haven Inn presents a unique opportunity to lead one of Cape Cods iconic seasonal properties in the heart of Falmouth. Following a comprehensive renovation and redesign, the hotel offers a distinctive luxury boutique experience unlike anything else in the market. This role includes on-site housing and is open to both seasonal and year-round candidates, with a preference for a long-term leader who is excited to grow with the property. In addition to leading all hotel operations, the General Manager is responsible for executing the Lark breakfast program and delivering an exceptional guest experience from arrival through departure. Just a short walk from both the beach and downtown Falmouth, this is an opportunity to build a high-performing team, shape the next chapter of a newly reimagined property, and create memorable hospitality in one of New Englands premier summer destinations.

Overview:

The General Manager maximizes hotel value by achieving revenue growth, expense control, excellent guest service, and human resource maximization. The General Manager develops and/or maintains all hotel operations consistent with Lark Hotels values and standards.

General: This employee must display effective listening and communication skills, initiative, the ability to work independently and in teams, and the ability to lead by example. He/she must exercise good judgment and discretion, display practical problem-solving skills, and provide excellent customer service. Additionally, he/she must be able to multitask, maintain composure under pressure, and display high professionalism, integrity, and follow-through.

We expect our employees to approach their work with passion and enthusiasm and pay attention to customer satisfaction. We also expect our employees to champion, embrace, and live the company values.

Our Values embody:

• Integrity: We are honest, genuine, and transparent in our interactions.
• Concern For Others: We care for each other and our guests.
• Collaboration: We value diversity and "come as you are" spirit and personality.
• Accountability: We make mistakes, learn from them, and strive for continuous improvement.
• Hospitality Soul: We have fun creating lifelong memories for each other and our guests.

Additional Information:

You must be legally authorized to work in the United States to apply for this position. You must complete the I-9 form within the first three days of employment.

Essential Functions of the Job:

• Regular attendance and reporting to work on time, ready to begin your shift is an essential function of employment (being tardy places an unfair burden on the team)
• Ability to work flexible schedules (including weekends, nights, holidays) to meet hotel/guest needs.
• Communicating effectively, both verbally and in writing (i.e., use appropriate language, display proper tone, attitude and body language when communicating)
• Ability to understand and follow instructions as directed by supervisor/manager.
• Working Safely is a condition of employment. All employees must follow the safety policies.
• Performing the job duties as described. (Reasonable accommodations will be considered in accommodating disabilities. If you believe you need an accommodation, please speak with your supervisor, General Manager, or Human Resources)

Expectations of all Employees:

• Be polite, courteous and helpful to all guests and coworkers, displaying a positive "can do" attitude while maintaining a high level of professionalism consistent with the company values.
• Acknowledge our guests with a smile and friendly "hello." Promptly attend to guest needs
• Comply with all hotel policies and procedures, i.e., Employee Handbook, Conduct Policy, Safety Policy, etc.
• Comply with guest privacy standards.
• Report to your supervisor or the MOD, immediately, all injuries occurring while on duty, no matter how minor. (Fraud, Dishonesty and False Statements regarding an injury will result in disciplinary action up to and including termination)
• Act as a safety and security agent by identifying and reporting potential risks to guests and/or employees to the Manager or General Manager
• Arrive to work on time (follow call-out policy), and in appropriate work attire, (uniform, footwear) neat in appearance.
• Complete work in a timely manner and meet productivity standards/expectations.
• Keep work area clean, neat, and well organized.
• Demonstrate a team behavior and attitude of working together effectively to accomplish tasks (even if outside specific job duties)
• Seek approval from management prior to working overtime (i.e., punching in early or staying beyond scheduled shift)
• Perform additional duties as assigned.

Job Duties (add specific job duties):

• Develop and maintain the annual Business Plan which includes an Operating Budget, Staffing Plan, Marketing Plan and Capital Budget
• Effectively manage all expense areas while maintaining appropriate internal controls for cash and inventories
• Maximize total revenue through sales and marketing initiatives and proactive revenue management strategies; ensure use of an active Marketing Plan
• Manage and nurture relationship/expectations between the owner, management company and the hotel
• Develop and maintain relationships with key hotel accounts
• Establish, measure and monitor clearly defined goals and incentive plans for department heads
• Conduct 90 day Performance Reviews of Department Managers by providing both positive and constructive feedback
• Meet or exceed targeted payroll standards (maintain and monitor an effective system for managing payroll)
• Monthly review of Average Hours Report to monitor average hours worked & proper status of employees for benefit plans, PTO, Holiday Pay, i.e. Full Time, Part Time and Terminations
• Ensure staffing and assignment of daily duties meets hotel needs while effectively controlling payroll
• Complete weekly payroll processing
• Fulfill Nest reporting requirements and interface well with Nest staff
• Ensure the Safety Committee is formed and meeting monthly
• Ensure the property is clean and well-maintained

Safety Responsibilities

Prior to employees commencing their job duties, provide department/position specific safety orientation and safety training for any employees who are new to your department, or are assuming new duties. Provide ongoing safety training as needed or required. For example:

• If responsible for Kitchen or Food & Beverage staff, ensure that any hotel employees that will use a knife to prepare food (servers, bartenders, etc.) are properly trained in safe knife use.
• If responsible for Maintenance or Housekeeping staff, ensure they are familiar with OSHA workplace safety standards as they pertain to the hotel, safe lifting, use of ladders, use of chemicals.
• Promote the company Safety Policies and Procedures; participate in Safety Committee meetings; take appropriate action to remedy safety concerns.

(Lark Standards) Manager Responsibilities & Expectations:

• Support the hotel in achieving high performance levels in service and profitability.
• Hold self and others accountable for achieving results.
• Support a culture that promotes high employee morale and performance.
• Provide strong leadership, motivate staff to reflect a high level of enthusiasm and guest satisfaction.
• Respond to guest/employee concerns or complaints in a timely and courteous manner; (ability to effectively problem solve)
• Effectively coach, motivate, lead, and resolve employee concerns by timely communicating on-going positive and constructive feedback.
• Keep timely & accurate documentation via performance log, attendance record, and corrective action form. (Must partner with HR on all "involuntary" terminations.)
• Schedule staffing and assignment of daily duties to meet hotel needs while effectively controlling payroll.
• Interview, select, train, and orient employees per Larks process and procedures.
• Set and adjust the rates of pay and status for direct reports (e.g., Full-Time, Part-Time, etc.).
• Ensure that payroll standards are being met (Verify compliance with PTO and Holiday pay policy)
• Review daily Time & Attendance punches in payroll. (Capture reasons for being tardy or absent.)
• Review and maintain timely and accurate "status" of employees for benefit plans, i.e., Full Time, Part Time, and Terminations.
• Train team how to punch in, out, and transfer departments (holds employees accountable)
• Aggressively manage workers' compensation claims (partners with GM/HR as needed)
• Use meetings, memos, or bulletins to inform staff of hotel events, policies, etc.
• Attend and participate in Department Manager meetings to foster open lines of communication.
• Participate in the annual budgeting process and effectively manage department expenses in line with the budget.
• Assume managerial responsibilities for the hotel in the absence of the GM (Must be knowledgeable of emergency procedures)
• Use technology effectively to maximize productivity and efficiency
• Embrace change, innovation, and creativity

Skills Required

Leadership:

Ability to effectively motivate, mentor, coach & counsel others to perform well (including appropriate documentation).

People Skills:

Deliver hospitable service that is attentive, friendly, and courteous; ability to collaborate, create rapport, and work effectively with others; earn and maintain trust and respect; demonstrate patience, tact, and diplomacy.

Communication Skills:

Ability to communicate effectively both verbally and in writing. (Strong writing skills - spelling, punctuation, grammar.)

Problem-Solving & Analytical Skills:

Ability to identify issues, collect and analyze information to understand the problem, and effectively resolve. Identify, recommend, and implement best practices.

Judgment & Discretion:

Appropriately manage confidential and sensitive information; maintain confidentiality.

Organizational & Time Management Skills:

Ability to appropriately schedule time to meet job demands, multi-task, prioritize, follow through, and work efficiently with limited supervision.

Attention to Detail:

Ability to follow instructions and achieve thoroughness and accuracy when accomplishing tasks.

Computer skills/ Technology:

Proficiency in computer technology, i.e., Microsoft Office and Google Suite. Proficient in operating general office equipment.

Experience / Education: Minimum of 3 years of leadership, management, or supervisory experience preferred, as well as a college degree or equivalent work experience.

Performance Measurement:

Ongoing feedback from supervisor, attendance, productivity, input from staff, guest comments, and scores.

Physical Demands:

Work is performed in a hotel environment. This position is physically demanding, requiring extended periods of walking, standing, bending, and lifting up to 50 pounds. Moderate to frequent levels of computer keying using both hands and viewing material on a computer screen. Extended workdays may be required to accomplish tasks and meet workload demands during peak periods. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.