General Manager / AC Hotel New Orleans French Quarter
Position Summary :
Provides exemplary leadership and creates an atmosphere which cultivates our
company's core values. Responsible for maximizing hotel's top line revenue, profitability
and return on investment by ensuring revenue and expense goals are met / exceeded in
all budget areas. Serves as final decision maker related to the welfare and safety of the
hotel, its guests and team members. Ensures satisfaction, fair and consistent treatment
and adequate staffing of all team members. Responsible for product quality and
outstanding guest service.
Duties & Responsibilities
1. Provides executive level leadership to drive overall operating and financial
performance. Ensures overall hotel success, profitability and return on
investment. Provides direction to subordinate directors / managers and monitors /
controls all operating and labor costs for each department. . Responsible for the
overall direction, coordination, and evaluation of these units.
2. Prepares annual budget. Achieves / exceeds budgeted revenues, controls
expenses and maximizes profitability of the hotel. Utilizes corporate approved
computer programs to analyze forecasts, cost and revenue reports. Makes
decisions and takes action based on that information to maximize profitability.
Ensures quality while minimizing waste to maintain profitability.
3. Ensures sales and marketing teams are effectively optimizing available
resources to meet / exceed budgeted revenue. Drives revenue and profitability for
all revenue departments including Rooms, Food & Beverage, Parking, Gift Shop,
etc. Initiates and maintains quality community relationships and represents hotel
as required in public forums.
4. Drives a culture of outstanding service throughout the property. Ensures guests
receive outstanding, consistent, exceptional service by communicating the vision
and setting standards for all team members to follow and implement. Monitors all
guest service related activities and corrects any deficiencies to ensure guest
satisfaction and repeat business. Seeks opportunities to improve satisfaction
and immediately handles any guest concerns or complaints.
5. Ensures property's physical appearance exceeds property standards. Works
with subordinate managers to ensure preventative maintenance and repair
issues throughout property are addressed. Oversees security and safety
functions to protect hotel assets and personal safety of team members and
guests.
6. Ensures hotel management is carried out in accordance with the organization's
policies and applicable laws. Develops a world-class management team of
talented staff. Inspires and ensures team member engagement, performance,
and open communication. Develops and supports proactive Team Member
Services functions and talent acquisition. Develops management and staff
programs to increase guest satisfaction and promote team member
empowerment. Directs the selection, training, supervision, development,
discipline and counseling of team members in accordance with property policies
and procedures. Conducts performance evaluations for management staff and
demonstrates positive leadership characteristics which inspire team members to
exceed standards. Proactively communicates potentially sensitive or volatile
situations to Corporate Team Member Services.
7. Reviews and follows all safety policies and procedures. Acts on reports of
potential safety issues or whenever observed and takes immediate action to
resolve in emergency situations. OSHA laws require the use of Personal
Protective Equipment (PPE) when performing work duties that have the potential
of risk to your health or safety. Team members will be trained in the proper use
and care of assigned PPE if applicable. The hotel provides the required PPE.
Team member has responsibility to report defective, damaged or lost PPE or
equipment that does not fit properly to their Manager. Maintains strict
compliance with hotel's Hazardous Material (HAZMAT) program and familiarizes
self with current MSDS.
Qualifications (relevant experience, education and training) :
1. High school diploma or general education degree (GED), or equivalent
combination of education and experience. Bachelor's degree in Hospitality
Management desired.
2. Two or more years of experience as a General Manager, Assistant General
Manager or Director of Operations in similar setting.
3. Possess solid knowledge of hotel management, hotel service standards, guest
relations and etiquette. Ability and experience in successfully leading and strong
and effective work teams in a high volume, time sensitive environment. Requires
ability to lead others in the department by mentoring and providing training that
results in staff that meets / exceeds guest expectations and provides a high level
of guest satisfaction.
4. Ability to develop and maintain effective operating and control processes
designed to attain maximum operating efficiency while ensuring adherence to
established operating criteria.
5. Requires ability to travel occasionally for required conferences, meetings,
training, etc.
6. Completes required training as scheduled.
7. Ability to monitor labor as required by anticipating business activity while
ensuring positions are staffed when and as needed and labor cost objectives are
met.
8. Strong knowledge of sales techniques with strong skills and ability to negotiate
and close sales.
9. Requires ability to serve needs of guests through verbal face-to-face interactions.
Contacts sometimes contain confidential / sensitive information so requires ability
to use discretion. Must demonstrate positive attitude and professional
demeanor. Requires strong communication and interpersonal skills and
commitment to a high level of guest satisfaction.
10. Experience preparing budgets and expertise analyzing profit and loss
statements. Ability to define problems, collect data, establish facts, and draw
valid conclusions. Ability to interpret an extensive variety of financial elements
and deal with several abstract and concrete variables. Uses logic and reasoning
to identify the strengths and weaknesses of alternative solutions, conclusions or
approaches to problems. Requires attention to detail. Must be able to solve
problems and remain calm and alert if dealing with difficult guest, during busy
activity periods or in an emergency situation.
11. Requires working knowledge of MS Office applications and ability to learn and
use telephone and computer systems used at the hotel.
12. Strong attention to detail and the ability to handle multiple tasks. Ability to solve
practical problems and deal with a variety of concrete variables in situations
where only limited standardization exists. Ability to interpret a variety of
instructions furnished in written, oral, diagram or schedule form.
13. Ability to read, analyze, and interpret general business periodicals, professional
journals, technical procedures, or governmental regulations. Ability to write
reports, business correspondence, and procedure manuals. Ability to effectively
present information to top management, public groups, and / or boards of
directors. Must be able to speak, read, write and understand English to
communicate with management, team members and guests. Those with bi-lingual skills will be
preferred.
14. Due to the cyclical nature of the hospitality industry, team members may be
required to work varying schedules to reflect the business needs of the hotel.
Work schedules will include working on holidays, weekends and alternate shifts.
15. Must maintain a clean appearance and professional demeanor.
Pacific Hospitality Group is an Equal Opportunity Employer.