General Manager

Job Summary:
The General Manager (GM) is responsible for the overall management and success of the hotel, ensuring that all aspects of operations run smoothly and efficiently. This role involves overseeing all departments, leading the hotel team, managing financial performance, and ensuring an exceptional guest experience. The GM plays a key role in setting the strategic direction of the hotel and maintaining a positive work environment. This is an onsite role that requires substantial presence at the property to ensure operations meet brand standards. 

Key Responsibilities

1. Operational Leadership
2. • Oversee the daily operations of the hotel, ensuring that all departments, including front office, housekeeping, food & beverage, and maintenance, meet or exceed established standards.
   • Develop and implement operational policies and procedures to ensure consistency and efficiency across all hotel functions.
   • Monitor daily operations to ensure guest satisfaction, operational efficiency, and adherence to hotel policies and standards.
   • Resolve any operational issues or challenges, working closely with department heads to ensure smooth operations.
3. Financial Management
4. • Develop and manage the hotel’s budget, ensuring financial goals are met and profitability is maximized.
   • Monitor financial performance, including revenue, expenses, and profitability, and implement strategies to improve financial results.
   • Review financial reports, including daily revenue reports, monthly profit and loss statements, and budget variances, to track performance and identify areas for improvement.
   • Work with the sales and marketing team to develop and execute strategies for increasing occupancy, average daily rate (ADR), and overall revenue.
5. Staff Management and Development
6. • Lead, train, and mentor the hotel management team, ensuring they have the skills and support needed to perform their duties effectively.
   • Oversee recruitment, hiring, and training of hotel staff, ensuring that all employees are well-equipped to deliver exceptional service.
   • Conduct regular performance evaluations, providing feedback and coaching to employees to promote growth and development.
   • Foster a positive and inclusive work environment that encourages teamwork, collaboration, and continuous improvement.
7. Guest Experience Management
8. • Ensure that all guest interactions are handled with the highest level of professionalism and courtesy, with a focus on delivering an exceptional guest experience.
   • Monitor guest feedback through surveys, reviews, and direct interactions, using insights to improve service quality and guest satisfaction.
   • Address and resolve guest complaints and issues promptly, ensuring a positive outcome and maintaining the hotel’s reputation.
   • Ensure that all guest rooms, public areas, and amenities are clean, well-maintained, and meet guest expectations.
9. Strategic Planning and Development
10. • Work with ownership and senior management to develop and execute the hotel’s strategic plan, aligning with overall business goals and market opportunities.
    • Identify new business opportunities, including partnerships, special events, and other revenue-generating initiatives, to drive growth.
    • Stay informed about industry trends, competitive landscape, and market conditions, adjusting strategies as needed to maintain the hotel’s competitive edge.
    • Oversee capital improvement projects and property upgrades, ensuring they are completed on time, within budget, and to the required standards.
11. Compliance and Risk Management
12. • Ensure compliance with all local, state, and federal regulations, including health and safety standards, labor laws, and industry best practices.
    • Implement and enforce hotel policies and procedures to ensure the safety and security of guests, employees, and property.
    • Conduct regular inspections of the property, identifying and addressing potential risks, maintenance issues, and safety concerns.
    • Maintain accurate records of all hotel operations, including financial performance, guest satisfaction, and employee performance.

Other duties as assigned to meet the needs of the property. 

Qualifications:

• Bachelor’s degree in hospitality management, business administration, or a related field; equivalent experience may be considered.
• Proven experience in hotel management or a similar leadership role, with a strong background in operations, financial management, and guest services.
• Exceptional leadership and team management skills, with the ability to motivate and inspire a diverse team.
• Strong financial acumen and experience in budgeting, forecasting, and financial analysis.
• Excellent communication and interpersonal skills, with a focus on delivering exceptional guest service.
• Strategic thinking and problem-solving abilities, with the ability to manage multiple priorities in a fast-paced environment.
• Proficiency in hotel management software, financial reporting systems, and Microsoft Office Suite. 

Working Conditions:

• Flexible working hours, including weekends, holidays, and on-call availability for emergencies.
• May require long periods of standing, walking, and interaction with guests and staff.
• Ability to work under pressure and handle challenging situations with professionalism and poise. 

Benefits:

• Competitive salary and performance-based bonuses.
• Comprehensive health and wellness benefits.
• Employee discounts on hotel stays and services.
• Opportunities for career advancement and professional development.

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

Crossroads Hospitality, LLC and its affiliates are Equal Opportunity/Affirmative Action Employers, and encourages women, minorities, individuals with disabilities, and protected veterans to apply.