General Manager

Full-Time

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

Hotel Profitability:

Ensures the attainment of established budgeted goals for all departments of Hotel

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

Asset Management:

Exceeds Brand and/or Baywood quality standards ensuring a favorable franchise inspection grade for the property

• Submits annual Capital and Repair & Maintenance (R&M) budgets for approval by Corporate Office
• Ensures completion of all approved Capital and R&M items, coordinating with Regional Operations Manager and Manager of Purchasing
• Conducts daily inspections of guest rooms to ensure housekeeping is meeting/exceeding cleanliness standards
• Conducts bi-weekly property inspections and approves action plans to include time-table to resolve problems
• Attends Asset Management meetings

Guest Satisfaction/Public Relations: 

Promotes guest satisfaction in an effort to obtain repeat business of leisure and business markets

• Evaluates all guest complaints and ensures corrective action is taken by department heads
• Monitors guest responses, responding as needed; executes action plan to correct issues
• Hosts social events/receptions as required by the Brand and/or Baywood Hotels
• Plays active role in community through affiliation with various community organizations to promote and maintain positive image for hotel
• Participates in the BEAR (Baywood Hotels’ Education And Reach Initiatives) activities and other company sponsored community service & fundraising events

Human Resources: 

Ensures employees are provided with the necessary structure, motivation and training to satisfy their needs and achieve organizational goals

• Interviews, selects, trains, and counsels associates  
• Ensures that all new hires are given the proper onboarding experience
• Ensures that staff is properly trained by their managers
• Ensures adequate staffing levels are maintained, adhering to budgetary and staffing guidelines
• Ensures compliance of all department heads with goal-oriented job descriptions and reviews goals with each individual
• Maintains associate files, ensuring all documents are current (including job descriptions and version of handbook)
• Ensures that performance evaluations are being issued as required by corporate
• Encourages promotion from within, associate engagement and development through goal setting, employee training and participating in all corporate mandated associate-focused initiatives
• Ensures hotel is in compliance with all Baywood policies, Federal and State laws with regards to all personnel practices, safety initiatives, & labor-related postings
• Payroll processing and reconciliation

Personal Development:

Ensures continual efforts are made to increase management abilities and knowledge

• Attends annually a minimum of one advanced management training seminar
• Attends classes to become knowledgeable or maintain proficiency in the latest industry-related technology
• Attends franchise & Baywood mandated training courses as required

Consistently models the behavior of a ‘Baywood Ambassador’ who:

Maintains a professional image, including grooming, verbiage, and body language, at all times

• Warmly greets both guests and coworkers (using the 10/5, first & last rule) every time they come in contact
• Actively listens to guests, responding appropriately to their questions and/or concerns. Seeks guidance and/or assistance from others to ensure satisfaction
• Fosters teamwork by offering assistance to others, as needed
• Continuously monitors the surroundings at work, in order to identify any cleanliness, safety, security, or building upkeep issues; reports discrepancies to the proper department
• Contributes to a safe work environment by following proper safety guidelines in matters of attire, utilizing protective gear, and following safety procedures
• Recommends other Baywood properties to our guests, when appropriate
• Consistently demonstrates our It’s My Pleasure service philosophy by identifying and seizing each golden opportunity to exceed guest expectations
• Additional duties may be added at any time at the discretion of management

Education:

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

Certifications / Licenses:

• Must possess and maintain a motor vehicle operator's license in good standing
• Brand General Manager certification preferred

Experience:

• Minimum of 1 year experience as a General Manager in similar type & size hotel, or
• 2 years management experience (of which 1 year is in hospitality)
• Proven track record of increasing profit (GOP) while exceeding Brand & Corporate goals for guest and associate satisfaction
• Local market experience preferred

Additional Skills:

• Ability to multi-task
• Ability to communicate effectively, both written and oral
• Bilingual (Spanish & English) preferred, depending on market
• Ability to work the shifts required for the position
• Ability to learn and adhere to Brand & Baywood Hotels’ standards
• Ability to take information from various sources and determine a responsible course of action
• Ability to understand interdepartmental relationships
• Ability to operate office equipment and industry specific software (M3, PMS) 
• Ability to remain calm during stressful situations
• Ability to motivate and lead a team
• Ability to read, interpret and analyze financial reports, P&L Statements, Sales & Marketing reports
• Proficient in Microsoft Office
• Proficient in Google Apps for Work preferred

• Walking and Standing: 45 -55%
• Sitting: up to 50%
• Bending, Stooping, Reaching: Occasionally
• Lifting, Push/Pull: 40 lbs infrequently
• Driving: Occasionally
• Traveling: Infrequently

Environmental Conditions:

• Inside: Protection from weather conditions, but not necessarily from temperature changes.
• Outside: Transitioning from inside to outside of building and vehicle, assisting guests in varying weather conditions