Job Description
Hotel General Manager should be, attentive, friendly, efficient and courteous, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy.
Education & Experience:
- At least 2 years of progressive experience in a hotel or a related field required.
- High School diploma or equivalent required.
- Supervisory experience required.
- College course work in related field helpful.
- Must be proficient in Windows operating systems, Company approved spreadsheets and word processing.
- Must have a valid driver’s license from the applicable state.
- Physical requirements:
- Flexible and long hours sometimes required. Typically, a 50-hour work week.
- Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
- Ability to stand during entire shift.
- Mental requirements:
- Must be able to convey information and ideas clearly.
- Must be able to evaluate and select among alternative courses of action quickly and accurately.
- Must be able to work well in stressful, high pressure situations, including ability to handle guest objections and disputes to satisfactory results.
- Must be able to show initiative in job performance, including anticipating what needs to be done before it becomes a necessity.
- Must maintain composure and objectivity under pressure.
- Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.
- Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests.
- Must be able to work with and understand financial information and data, and basic arithmetic functions.
- **DUTIES & FUNCTIONS**
- Approach all encounters with guests and employees in a friendly, service-oriented manner.
- Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and name tag when working.
- Comply with certification requirements as applicable for position to include: Food Handlers, CPO Certification, CPR and First Aid
- Respond to all guest requests, problems, complaints and/or accidents presented at the Front Desk or through Reservations, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
- Motivate, coach, counsel and discipline all Guest Services personnel.
- Develop employee morale and ensure training of Guest Services personnel.
- Maximize room revenue and occupancy by reviewing status daily. Analyze rate efficiency, monitor credit report and maintain close observation of daily house count.
- Ensure all end of the month report dates are met.
- Review Guest Services staff's worked hours for payroll compilation and submit to Accounting on a timely basis.
- Prepare employee Schedule according to business forecast, payroll budget guidelines and productivity requirements.
- Ensure that no-show revenue is maximized through consistent and accurate billing.
- Ensure correct and accurate cash handling at the Front Desk.
- Obtain all necessary information when taking room reservations.
- Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
- Be aware of all rates, packages and promotions currently underway.
- Process and handle guest laundry (property specific).
- Maintain and monitor "Lost and Found" procedures and policies.
- Establish and maintain key control system.
- Focus the Guest Services Department on their role in contributing to the guest service scores.
- Set the standard for guest relations at the Front Desk.
- Fully comprehend and execute all relevant phases of the front desk computer system.
- Ensure logging and delivery of all messages, packages, and mail are completed in a timely and professional manner.
- Be able to perform all duties of Guest Services Agent.
- Be able to complete and ensure that a proper bucket check, room rate verification report, and housekeeping report have been accurately done and filed.
- Establish and maintain good communications and teamwork with fellow employees and other departments within the hotel (set example for other employees, be the team leader).
- Have knowledge of and assist in all emergency procedures as required.
- Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and all other employees.
- Be courteous and professional when responding to all guest survey’s, trip advisor reviews and customer care inquires.
- Monitor accounts receivable balances and communicate with corporate contacts for payments weekly.
- Assist with morning breakfast when necessary. Maintain and help monitor all necessary breakfast standards on food safety, weekly/daily guidelines and Sysco orders.
- Marginal:
- Ensure the maximization of room revenue.
- Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs.
- Monitor all V.I.P.'s, special guests and requests.
- Review daily Front Office work and activity reports generated by Night Audit.
- Review Front Office log book and Guest Request log on a daily basis.
- Help maintain productivity levels at or above budgeted standards.
Job Type: Full-time
Pay: From $70,000.00 per year
Schedule:
- 10 hour shift
- Every weekend
- Nights as needed
- On call
Ability to Relocate:
- Bozeman, MT 59715: Relocate before starting work (Required)
Work Location: In person