JOB TITLE General Manager
EMPLOYMENT CLASSIFICATION Full-time, Salary, Exempt
COMPENSATION Competitive salary; annual performance bonus; housing assistance; full benefits package including health insurance, 401K, 3 weeks of PTO + sick time and flexible holidaysJOB DESCRIPTION SUMMARY
The General Manager (GM) is responsible for the overall management of the hotel. The GM is fully responsible for the product, profit, and people at TOURISTS. The GM will maintain and direct the company's culture, values and reputation in the public eye, and with all staff, guests, vendors and partners.
This is a very visible position tasked to lead, develop, motivate and empower employees to deliver operational best practice, identifying opportunities and continually improving efficiency and quality of service.
TOURISTS' goal is to exceed the expectations of all guests. All TOURISTS employees are expected to greet all guests and make each feel important by providing a genuine welcome. The person having this position must comply with the property's dress code, possess good communication skills and a thorough understanding of TOURISTS policies, and have the ability to resolve conflict. Based upon fluctuating demands of the operation and to exceed customer expectations, it may be necessary to perform a multitude of different functions not specifically related to this position. The GM is expected to perform other tasks and duties as needed or as directed. Furthermore, employee responsibilities and job descriptions are subject to review and revision.
DUTIES & RESPONSIBILITIES
OPERATIONAL OVERSIGHT
- Responsible and accountable for the entire operation and control of the hotel
- Ensure appropriate and effective focus on business objectives while contributing to the strategic development and leadership of the hotel and the brand as a whole
- Responsible for all hotel departments including Rooms (Front Office, Housekeeping, Guest Experience), Programs/Art&Adventure, Retail, Food & Beverage, Events, Maintenance, Inventory and Asset control, Financials & Human Resources functions, along with Special Projects
- Maintain a proactive human resources function to ensure employee motivation, training and development, wage/benefit administration and compliance with policies and procedures and labor regulations
- Develop and maintain staff structures throughout all hotel departments
- Embrace a continuous growth environment by recruiting, hiring, training, disciplining and rewarding employees
- Lead, develop, motivate and empower employees to deliver operational best practices, identifying opportunities and instituting efficiency improvements and quality of service and operating standards aligned with TOURISTS Welcome (TW) standards
- Be visible throughout the hotel on a daily basis, meeting with guests, staff and clients as necessary
- Participate in maintaining brand partnerships
- Execute strategy for the hotel in the short and long term
- Ensure open lines of communication with Tourists Welcome
FINANCIAL OVERSIGHT
- Manage performance of financial and operational plans for the hotel which support the overall objectives of the company
- Collaborate on annual budget in consultation with TW and make recommendations for capital improvements to maintain and enhance the assets of the company and brand loyalty
- Work closely with Accounting, TW, and ownership team to ensure financial reporting is faithful and accurate
- Ensure that company reporting and control systems are adhered to
- Participate in development of annual and monthly forecasts
- Review, and disseminate financial reports (weekly, monthly, YTD, Budget v. Actuals, P&L) to appropriate parties in coordination with TW
- Prepare and participate in Quarterly Financials Overview meetings with Ownership
- Audit all department financial reports and coach department heads on course corrections
- Ensure all departments comply with TW purchasing, invoicing, expensing and general accounting policies and procedures
- Review, maintain, and assess labor margins throughout all departments
- Develop and execute action plans to address budget shortfalls and other financial anomalies
- Implement processes to monitor and improve on loss/waste/theft
- Oversee cash-handling and payment collection processes across hotel property
- Issue check runs as needed
QUALITY STANDARDS AND IMPROVEMENTS
- Ensure exceptional guest/employee relations aligned with TW standards
- Ensure property interiors and exteriors and physical assets are properly maintained, design and quality standards are upheld
- Evaluate SOPs across all departments and provide guidance to managers which improves efficiencies within their departments
- Identify and execute system improvements across the hotel
- Maintain guest satisfaction by monitoring, evaluating and auditing all offerings
STAFF OVERSIGHT
- Ensure a pervasive culture of elevated hospitality in line with TOURISTS Guiding Principles
- Mentor department managers in all areas of management with an emphasis on staff development and process improvement
- Ensure open lines of communication with all department managers and TW
- Run bi-weekly manager meetings, keeping all department heads up-to-date with relevant operational & administrative information
- Ensure employee review dates and performance standards are communicated in a timely manner
- Make certain that staff are trained to meet demands of existing jobs and are developed to grow with the company
- Ensure all staff maintain a high level of personal hygiene and adhere to the dress code and/or uniform for their position
- Practice labor cost control through effective scheduling and proactive management
- Maintain HR and Staffing objectives by recruiting, hiring, orienting, training, assigning, scheduling, coaching, counseling, and disciplining staff
- Review Employee Handbook annually alongside TW, ensuring any changes are compliant and in hotel's best interests
- Work closely with HR and TW to ensure compliance and enhance company culture
SAFETY AND REGULATORY COMPLIANCE
- Monitor compliance with health, fire, and OSHA regulations regarding food preparation and serving, and building maintenance in lodging, dining, and all facilities
- In conjunction with hotel management team (specifically Rooms Director and Maintenance Manager), ensure a safe and secure environment for guests, employees, vendors, and hotel assets
- Ensure that company reporting and control systems are adhered to
- Maintain high level of cleanliness and safety in work area
- Ensure timely reporting of all safety infractions and injury incidents
- Ensure that all equipment is maintained in good, safe, working condition
QUALIFICATIONS, KNOWLEDGE AND SKILLS
- Minimum of 3 years senior-level hotel or F&B management experience, preferably in boutique/lifestyle hotel sector
- High volume experience
- Experience in management of multiple departments/venues
- Understanding of food & beverage outlets
- Outstanding interpersonal communication skills
- Sound decision making; the calm in the storm
- Act with integrity & confidence; our reputation is paramount to our success
- A proven track record in a management role with the ability to inspire, motivate and manage
- Highly motivated and proactive; act with professionalism and positivity in all interactions
- Ability to deliver high and consistent service standards
- Ability to develop and deliver effective training
- Ability to multitask, work in a fast paced environment and have a high level attention to detail
- Flexibility to work a varied schedule, including weekends and holidays
- College Degree preferred
- Strong verbal and written communication skills in English
- Ability to write routine reports and correspondence
- Ability to speak effectively before groups of co-workers and guests
- Proficiency in Microsoft Excel and Word, E-mail, Mac OS and G-Suite
- Ability to understand other computer programs (i.e. PMS, CRS, POS, etc)
SECURITY/CONFIDENTIALITY
Main sensitive information about company finances, employee records
Maintain an increased awareness of safety issues. Ensure all security policies and procedures are observed in areas such as computer security, keys, locks, inventory, property and employee information.
WORKING CONDITIONS/ENVIRONMENT
- The noise level in the work environment is usually moderate
- The person in this position may have to lift up to 50 pounds on a daily basis
- The person having this position may have to sit for one (1) hour, stand and/or walk, push,kneel, bend, balance, squat, reach and stretch for eight (8) hours per day
- The position does require movement between locations on property exposing individual to variable climate conditions as well as movement in and out of kitchen facilities
TOURISTS GUIDING PRINCIPLES
COME AS YOU ARE
Our team, our guests, and our community create the energy of this place. All are welcome.
IT'S ALL IN THE DETAILS
Take the time, pay attention, and be consistent – we take pride in our craft and care that our spaces are pleasing, artful, and treated with respect.
WE STEP UP
We make an effort to listen, be direct, and find solutions, even (and especially) when challenged. Integrity and good communication move mountains.
FUN IS FUEL
We are a place where enthusiasm, camaraderie, and enjoyment can be a part of the everyday.
WE'RE ALWAYS EVOLVING
Adventure, curiosity, and vitality are core to our spirit. We make space for awe, reflection, revision, and growth.
WE TAKE CARE OF EACH OTHER
We actively look for ways to preserve nature and generate economic opportunities that enhance our community. The wellbeing of our business, environment, and people are one and the same.
More detail about Tourists, please visit