General Manager

Full-Time

SUMMARY

• Responsible for the upkeep and efficient, profitable operations of the hotel by providing a safe, clean environment where employees deliver, and guests experience flawless customer service that is renowned throughout the industry.

ESSENTIAL JOB DUTIES

Hotel Profitability

• Ensures the attainment of established budgeted goals for all hotel departments.
• Monitors compliance with labor standards and staffing guidelines by all departments.
• Monitors compliance with the annually established room rate plan.
• Monitors operating expense tracking system for all departments.
• Administers approved incentive programs.
• Conducts required meetings (e.g., Daily Huddle, weekly staff) to ensure interdepartmental communication and coordination of mutual goals.
• Audits departmental procedures and performance, modifying as necessary.
• Monitors room inventory and merchandising procedures.
• Conducts quarterly rate surveys of competitive hotels and monitors programs for competitive analysis and price-value assessment.
• Ensures compliance with amenity programs, franchise standards, and promotional materials.
• Assures compliance with the Manager On Duty (M.O.D.) Program.
• Participates in scheduled corporate meetings, including revenue management, safety, budget, sales, and regional operations.

Asset Management

• Exceeds brand or Baywood quality standards, ensuring a favorable franchise inspection grade.
• Submits annual Capital and Repair & Maintenance (R&M) budgets for corporate approval.
• Ensures completion of all approved Capital and R&M items in coordination with the Regional Operations Manager and Purchasing Manager.
• Conducts daily guest room inspections to ensure cleanliness standards.
• Conducts bi-weekly property inspections with approved action plans and timetables to resolve issues.
• Attends Asset Management meetings.

Guest Satisfaction/Public Relations

• Promotes guest satisfaction to encourage repeat business.
• Evaluates guest complaints and ensures corrective action is taken by department heads.
• Monitors guest feedback and responds as needed, executing action plans to address issues.
• Hosts social events as required by the brand or Baywood Hotels.
• Plays an active role in the community through affiliations with various organizations to promote a positive hotel image.
• Participates in Baywood Hotels' Education And Reach (BEAR) initiatives and other company-sponsored community service and fundraising events.

Human Resources

• Ensures employees have the necessary structure, motivation, and training to meet their needs and achieve organizational goals.
• Interviews, selects, trains, and counsels associates.
• Provides proper onboarding for all new hires.
• Ensures staff is adequately trained and adheres to budgetary and staffing guidelines.
• Maintains compliance with goal-oriented job descriptions and conducts performance reviews.
• Keeps associate files up to date, including job descriptions and employee handbook versions.
• Issues performance evaluations as required by corporate.
• Encourages promotion from within and engages associates through training and corporate initiatives.
• Ensures compliance with Baywood policies, federal and state laws, safety initiatives, and labor-related postings.
• Handles payroll processing and reconciliation.

Personal Development

• Ensures continual self-improvement and management development.
• Attends at least one advanced management training seminar annually.
• Takes classes to stay knowledgeable in industry-related technology.
• Completes franchise and Baywood-mandated training courses.

Baywood Ambassador Behavior

• Maintains a professional image in grooming, language, and body language.
• Warmly greets guests and coworkers using the 10/5 rule.
• Actively listens to guests and seeks guidance to ensure satisfaction.
• Fosters teamwork and offers assistance as needed.
• Monitors surroundings for cleanliness, safety, and maintenance issues, reporting them as necessary.
• Adheres to safety guidelines and wears protective gear as needed.
• Recommends other Baywood properties to guests when appropriate.
• Consistently demonstrates Baywood’s "It’s My Pleasure" service philosophy to exceed guest expectations.
• Performs additional duties as assigned by management.

SKILLS/QUALIFICATIONS

Education

• Bachelor’s degree in Hospitality or related field preferred; however, skills and knowledge gained through on-the-job training and experience may substitute for a degree.

Certifications / Licenses

• Must possess and maintain a valid motor vehicle operator's license.
• Brand General Manager certification preferred.

Experience

• Minimum of one year of experience as a General Manager in a similar type and size hotel, or two years of management experience (with at least one year in hospitality).
• Proven track record of increasing profit while exceeding brand and corporate goals for guest and associate satisfaction.
• Local market experience preferred.

Additional Skills

• Ability to multi-task and communicate effectively, both written and oral.
• Bilingual (Spanish and English) preferred, depending on the market.
• Ability to work required shifts and learn brand and Baywood standards.
• Understanding of interdepartmental relationships and industry-specific software (M3, PMS).
• Ability to remain calm during stressful situations and motivate a team.
• Proficient in Microsoft Office and Google Apps for Work (preferred).
• Ability to interpret and analyze financial reports, P&L Statements, and Sales & Marketing reports.

PHYSICAL DEMANDS

• Walking and standing: 45-55%
• Sitting: up to 50%
• Occasional bending, stooping, and reaching.
• Lifting and pushing/pulling up to 40 lbs infrequently.
• Occasional driving and infrequent traveling.

Environmental Conditions

• Inside: Protection from weather conditions, though not necessarily from temperature changes.
• Outside: Transitioning from inside to outside, assisting guests in varying weather conditions.