SUMMARY
This position is responsible for management of the total hotel operation. The general manager directs and coordinates activities of one or more departments, such as engineering, operations or sales, or a major division of the business organization and aids chief administrative officers in formulating and administering organization policies by performing the following duties personally or through subordinate managers.
ESSENTIAL JOB FUNCTIONS
The position requires the ability to perform the following essential job functions, with or without reasonable accommodation:
• Function as a leader of the hotel with responsibility for all aspects of the operations, including guest and team member satisfaction, human resources, financial performance and sales and revenue generation.
• Participates in formulating and administering company policies, directing, and coordinating all divisional department activities to develop and implement long-range goals and objectives to meet business and profitability growth objectives.
• Directs staff management in sales, engineering, quality, materials, operations, and human resources. The role is responsible for the overall direction, coordination, and evaluation of direct reports and for carrying out supervisory responsibilities in accordance with the organization’s policies and applicable laws.
• Analyze business results and work with the property leadership team to quickly develop effective strategies that address needs. Make key decisions and oversee execution, removing obstacles to success and ensuring appropriate resources are available to achieve guest satisfaction.
• Responsible for all aspects of operations at the hotel, day-to-day staff management and guest satisfaction.
• Greet guests and respond to special requests in an attentive, friendly courteous and service-oriented manner.
• Manage and monitor the hotel guest service functions.
• Responsible for the total financial performance of the hotel.
• Develop and coordinate the hotel budget and forecasts.
• Maintain costs and revenues to meet or exceed property budget and proposals.
• Direct, execute and/or conduct and monitor the total preparation of financial statements and all account reconciliation.
• Prepare accurate and timely forecasts per Northwest x Southern Hospitality policies, procedures, and schedule.
• Manage and monitor rate policies.
• Authorize and restrict as necessary all room types and rate levels considering commitments, transients on the books, tentative, transient/group history, internal excess commits, etc., to maximize revenue on both the short and long term.
• Track group and transient future reservations and, at appropriate levels of pickup, apply or release restrictions.
• Manage hotel operations and associates to ensure customer satisfaction and room revenue goals.
• Implement, monitor, and maintain hotel inventory, recordkeeping, accounting, budget and purchasing policies per Northwest x Southern Hospitality policies and procedures.
• Respond to hotel performance by monitoring Guest Satisfaction Scores.
• Plan and administer hotel programs and policies to promote patronage.
• Ensure a proactive team member support and/or Human Resources operation.
• Effectively manage and develop all team members.
• Select, train, supervise, develop, schedule, discipline and counsel team members per Northwest x Southern Hospitality policies and procedures.
• Conduct performance appraisals.
• Investigate complaints and initiate corrective action. Ensure a work environment free from harassment and/or discrimination.
• Manage all team members to ensure prompt and courteous service and that guest expectations are exceeded.
• Ensure hotel compliance regarding policies and procedures while constantly striving to improve all standards of operation.
• Assure property operation meets internal audit standards.
• Maintains safe working conditions within the Hotel.
• Assure that safety incidents remain at or below the industry average and/or property objective.
• Maintain SDS procedures and other requirements per OSHA standards.
• Maintain compliance with brand programs and standards.
• Meet or exceed productivity standards.
• Maintain or exceed Northwest x Southern Hospitality profitability, guest, and team member satisfaction standards.
• Support and maintain local and national sales/marketing programs.
• Inspect guestrooms, public areas and hotel grounds for cleanliness, maintenance, and appearance.
• Attend and conduct meetings in accordance with Northwest x Southern Hospitality policies and procedures.
• Perform all other duties as assigned by supervisor to include cross training, MOD shifts, CPR and first aid training.
• Demonstrate positive leadership characteristics, which inspire associates to meet and exceed Northwest x Southern Hospitality standards.
• Coordination with department heads for the execution of all activities and functions.
• Oversees and manages all departments and works closely with department heads daily.
• Provide effective leadership to hotel team members.
• Ensure compliance with QA at the assigned hotel; Perform QA self-audits at any given hotel.
• Supports all Brand and Regional initiatives with active participation.
• Ensure that brand standards are met with the objective of meeting or exceeding guest expectations, communicating follow-up actions to the team as necessary.
• Conduct and/or participate in weekly staff meetings, including weekly training sessions presented by managers and self-using the steps to effective training according to Northwest x Southern Hospitality standards, and the review of previous and future sales and operations efforts.
• Tours the operating departments daily adjusting as needed via department heads.
• Ensure that all department heads maintain budgeted productivity levels and Northwest x Southern Hospitality standard accounting procedures.
• Ensure that training in service standards is taking place in each department using the steps to effective training according to Northwest x Southern Hospitality standards.
• Assist in creating a positive team-oriented environment which focuses on the guest through team member development and motivation.
• Hire, motivate, coach, counsel, and discipline team members according to team member handbook, polices and ensure that managers are in compliance with the standards in their administration of counseling and disciplinary steps.
• Generates through proper supervision of assigned departments projected revenue levels as well as guest satisfaction.
• Remains current on business trends and local activities.
• Ensures proper handling of guest complaints.
• Assists in the development of new programs which results in an increased level of guest satisfaction and operational excellence.
• Properly maintains the daily log, including accounting for completed tasks, tracking issued keys and reviewing the communications log and file on a routine basis.
• Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position.
• Keeps Regional Vice President/Operations Manager promptly and fully informed of all problems or matters of significance.
• At all times projects a favorable image of Northwest x Southern Hospitality to the public.
• Maintains safe working conditions within department and Hotel.
• Performs other duties as assigned by management.
Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties of the position.
Work Experience
HOURS AND ATTENDANCE
• Position requires working a minimum of 40 hours per week with varied and flexible shifts/days, likely to include nights, weekends, holidays.
SUPERVISORY RESPONSIBILITIES
• Directly supervises management and non-supervisory team member (s). Carries out supervisory responsibilities in accordance with the company's policies and applicable laws. Responsibilities include interviewing, hiring, and training team members; planning, assigning, and directing work; appraising performance; rewarding and disciplining team members; addressing complaints and resolving problems.
QUALIFICATIONS: The qualifications listed below are representative of those required, but reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.
Education/Experience:
• High school diploma or GED preferred.
• Bachelor’s degree or 5+ years hotel/restaurant management experience.
A college degree in business with accounting courses completed up to intermediate accounting or related areas. Job-related experience in positions of lesser degree may be considered adequate under certain conditions.
• Business background in hotel preferred.
Knowledge:
• Knowledge to read, write, speak, understand, and communicate in English.
• Computer proficiency and technical aptitude with the ability to utilize MS Word, Excel, Power Point, SharePoint, HRIS and Payroll functionality are required.
SKILLS & ABILITIES
• Ability to prioritize and organize work.
• Ability to use telephone/radio communications between manager/supervisor and team members.
• Ability to listen effectively and to communicate with customers and team members.
• Ability to maintain a neat, clean, and well-groomed appearance (specific standards available).
• Ability to follow work schedule.
• Ability to remain discreet and respect the privacy of guests/team members.
• Ability to perform consistent work to the highest of standards.
• Ability to lift, bend, stoop, push or pull heavy loads, and stand for long periods of time.
• Ability to push and/or pull wheeled carts weighing up to 150 lbs.
• Ability to read and comprehend simple instructions, short correspondence, and memos.
• Must have coordinating skills as pertains to determining time, place and sequence of operations or actions.
• Ability to listen effectively and to speak English clearly to communicate with customers and team members and prepare written complex reports.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information and resolve conflicts.
• Ability to analyze information and make effective judgments.
• Excellent time management skills to handle multiple tasks throughout shift.
• Takes responsibility for own actions.
• Performs work with little or no supervision; works independently.
• Can be relied upon regarding task completion and follow up.
• Must exhibit positive interpersonal skills with focused attention to guest needs and varied business contacts.
• Must be able to meet deadlines as required, meet multiple deadlines as business demands.
Language Skills: Multilingual ability is not required, but a plus.
Mathematical Skills: Basic mathematical skills and considerable skills in the use of a calculator to prepare moderately complex mathematical calculations without error.
Computers & Equipment: Computer proficiency and technical aptitude with the ability to utilize Microsoft Office Products; Must be able to operate office machines with a high degree of speed and accuracy.
PHYSICAL AND MENTAL DEMANDS OF POSITION, INCLUDING ENVIRONMENT
• Inside with protection from weather but not necessarily changes in temperature.
• Required to sit, stand, reach, lift, bend, kneel, stoop, climb, push, and pull items throughout shift.
• Requires manual dexterity, auditory and visual skills; and the ability to follow written and oral instructions and procedures.
• Prolonged periods standing and walking and frequently pulling, pushing, and bending.
• Must be able to lift 50 pounds at times.
• Willingness to work a rotation seven-day work cycle with various shifts.
• Maintain physical stamina and proper mental attitude while dealing effectively with guests, management, and team members.
• 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.
• Normal routine involves no exposure to blood, body fluid or tissue, but exposure or potential for exposure may occur.
Benefits
Base pay plus opportunity for incentives! 401(k) with Match, Earned wage Access, Medical, Dental, Vision Insurance, Generous Paid Time Off, Holiday Pay, Travel and Industry Discounts and more!
Why work for NSH?
Work-Life Balance - We are committed to ensure that our team members experience the reward of hospitality, while also sustaining a routine that suits their lifestyle.
Paid Holidays - 6 Paid Holidays after one year of service (upon hire for salaried team members)
New Year's Day, Memorial Day, Fourth of July, Labor Day, Thanksgiving Day, Christmas Day
Both PTO and Sick leave allows Team Members to have home life balance for any reason, such as vacation, rest and relaxation, their own or a family member's illness or health concern, personal pursuits, or any qualifying reason under applicable sick and safe time laws.
Paid Time Off - (PTO) is available to all Team Members after one full year of service. You begin accruing from day one! The amount of PTO you can accrue increases the longer you work with us.
Sick Leave - Available for Team Members employed in Oregon or Washington after 90 days of employment.
Bereavement
Jury/Witness Duty
Community Volunteer Events
Social Event Outings
Health and Wellness - These benefits typically begin on the first day of the month following sixty (60) days of full-time employment. (The specific eligibility criteria and waiting periods are defined by each benefit in their applicable plan documents.) Insurance coverage is typically not available to those Team Members deemed to be part-time (working less than thirty (30) hours) and seasonal Team Members (those deemed to be employed less than six (6) months).
Medical and Prescription, Vision
Dental
Employee Assistance Program
Hostcare
100% Company Paid Life Insurance
401(k) Retirement Plans With Match
Leave of Absence
Flex Spending Accounts- both Flex Med and Flex Care
Company Paid Disability- both Short Term and Long Term Disability
Perks - More than just a paycheck!
Team Member Travel Discounts
Entertainment Industry Discounts
Snack of the Month
Monthly Team Member Recognition
Service Recognition Awards
Incentive Programs
Referral Bonuses
Direct Deposit
Earned Wage Access
Retirement Planning
To learn more about our company please visit our web site at www.nwxsouthern.com
Disclaimer
This job posting is for a position at a hotel that is owned and operated by an independent franchisee. The franchisee controls all aspects of the hotel’s employment practices, including recruiting, hiring, salary, benefits and compensation decisions, and the collection and processing of the personal data that you provide on this website. If you accept this position, you will be employed by a franchisee and not by Hilton. You will not be eligible from compensation or benefits from Hilton. You will be eligible for compensation or benefits only as may be provided to you by the independent franchisee.