Department: Executive Office
Position: General Manager
Reports To: President of Hospitality
Supervisory Responsibilities: Responsible for the overall direction, coordination, and evaluation of all hotel departments, management, and staff.
Position Overview: Directs and coordinates activities of all hotel and resort departments such as food and beverage, operations, and sales. Leads and motivates the management team while focusing on the needs of guest service and hospitality. Participates in formulating and administering company policies, directing, and coordinating all department activities to develop and implement long range goals and objectives to meet business and profitability growth strategies.
These duties may be described as, but not limited to:
- Create and maintain customer-driven hotel with a customer-keeping vision that inspires hotel associates.
- Oversee the quality process to ensure customer satisfaction by consistent delivery of both product quality and service in accordance with hotel's profitability goals.
- Develop, review, update and implement business strategic planning that includes sales, financial performance, and new product/service development.
- Review and approve preparation of accounting analysis: for budgetary planning and implementation, financial reporting, budgetary planning, and submittal for capital expenditures.
- Perform administrative duties including: reading and writing reports, dictating memorandums and orally communicating with guests, managers, corporate office, local associations, etc. Critically review reports of occupancy, revenue etc.
- Make judgments and implement changes to maximize profits.
- Supervise development of and revision to business plan, annual budget and annual and monthly forecasts, etc.
- Interview, hire, supervise and counsel department managers in the efficient operation of their respective area(s).
- Meet with, develop, and delegate improvement plans for operation and review performance of management team.
- Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication, and approve discipline and all terminations.
- Participate in community affairs and maintain positive public image for Cape Resorts. Meet with potential and current clients and promote hotel.
- Communicate both verbally and in writing to provide clear direction to staff.
- Confer with administrative office to review achievements and discuss required changes in goals or objectives resulting from current status and conditions.
- Physically tour and visually inspect property daily.
- Monitor cost control, property condition, cleanliness and quality of product and service throughout hotel.
- Greet and maintain rapport with associates and customers.
- Travel to and represent the company at corporate meetings, sales trips and serve on committees.
- Appropriately handle associate issues in conjunction with Human Resources following Cape Resorts' policies.
- Develop and manage budget, and oversee the development and management of internal operating budgets.
- Provide leadership in the development of joint ventures, affiliations, and partnership arrangements.
- Provide leadership and support for the design, development, and implementation of service lines.
- Oversee and direct market research, competitor analysis and customer service and retention monitoring processes and initiatives.
- Build, develop and manage sales and customer service team capable of carrying out needed sales and service strategies.
- Participate in the development of new project proposals.
- Other duties as assigned.
Required Knowledge, Skills, Abilities:
- Knowledge of hotel operations, including marketing plans, security and safety programs, personnel and labor relations, preparation of business plans, repairs, maintenance, budget forecasting, quality assurance programs, hospitality law, and long-range planning.
- Leadership skills to motivate and develop staff and to ensure accomplishment of goals.
- Able to set priorities, plan, organize, and delegate.
- Written communication skills to be concise, well organized, complete, and clear.
- Ability to move throughout premises and visually inspect conditions including bending, stooping, and reaching arms overhead.
- Ability to work effectively under time constraints and deadlines.
- Ability to travel to various sites on and off hotel property and continuously perform essential job functions.
- Leadership: a demonstrated ability to lead people and get results through others.
- Planning: an ability to think ahead and plan over a 1-2 year time span.
- Management: the ability to organize and manage multiple priorities.
- Problem analysis and problem resolution at both a strategic and functional level.
- Technical skills in strategic planning and marketing, business and market development, market research and planning and promotions/advertising.
- Employee training and development.
- Strong customer orientation.
- Excellent interpersonal and communication skills including presentation skills.
- High performance teams and a strong team player.
- Commitment to company values.
Minimum Qualifications:
- Bachelor's degree in Business Administration, Hotel Management, Marketing or equivalent combination of education and experience.
- 8 - 10 years hospitality management experience ideally in two or more departments.
- Demonstrated ability to create lead and motivate a management team.
- Excellent communication and organizational skills.
- Proficient in the Microsoft Office Environment applications.
- Marketing management within a hospitality environment helpful.
- Computer proficiency.
This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.