General Manager

Job Title:

General Manager

Location:

Company:

Showboat

Showboat Properties LLC

Department:

Operations

FLSA

FT/PT Status:

Exempt

Full-time

Responsible for managing all aspects of the hotel's operation to drive profitability and guest scores. This entails the management of Sales, Revenue Management, E-Commerce, Accounting, Human Resources, Maintenance and Rooms.

Reports to:

Think Hospitality Management

Supervises:

All Department Heads

· Outstanding customer service skills and ability to attend to guests and associates in an attentive, friendly, courteous, and service oriented manner.

· Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.

· Strong and inspiring leadership skills.

· Proven track record of hotel management success.

· Must be effective in handling problems, including anticipating, preventing, identifying, and solving problems as necessary.

· Thorough knowledge of hotel operations practices and procedures as well as considerable knowledge of state and federal laws and regulations.

· Exhibit strong written and oral communication skills in terms of the ability to negotiate, convince, sell, and influence professionals and hotel guests.

· Must be able to speak, read, write, and communicate in English to adequately perform the duties of the job.

· Must be effective at listening to, understanding, and clarifying inquiries made by guests, staff, and corporate officers.

· Ability to investigate and analyze current activities or information in the sales/marketing field and make logical conclusions and recommendations.

· Ability to multitask and prioritize and delegate daily workload.

· Outstanding organizational and time management skills.

· Ability to handle sensitive material with the utmost discretion and confidentiality.

· Able to travel to local and national events on behalf of the hotel as needed.

· Must be energetic, a self-starter, and able to work in a fast-paced environment.

· Must be detail-oriented and able to work both independently and with a team.

· Must be effective in handling problems, including anticipating, preventing, identifying, and solving problems as necessary.

· Ability to type 50 words per minute to prepare correspondence and meet deadlines.

· Must be able to show initiative, including anticipating guest or operational needs.

· Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform/attire and nametag.

· Comply with company, hotel and brand standards and regulations to encourage safe and efficient hotel operations.

· Employee must be able to maintain standards of attendance and punctuality and must be able to work varying schedules that include evenings, weekends, holidays, and extended hours as business dictates.

• Must be flexible in work hours, including nights, holidays, and weekends.

· Bachelor's Degree or equivalent work experience required.

· 3+ years of progressive hotel general management experience in hospitality or similar industry.

· Advanced proficiency with Microsoft Excel.

· Intermediate proficiency in the use of Accounting, Point of Sales and Property Management Systems.

· Experience in all phases of hotel management, including sales and marketing, human resources, budget/forecast management, rooms, housekeeping, maintenance and food and beverage (if applicable).

· Experience working in a hotel of similar size, brand and financial performance.

DUTIES & FUNCTIONS

· Lead effective management of all hotels functional areas to maximize financial performance while upholding quality standards and maximizing the guest experience.

· Ensure the development of a realistic strategic business and marketing plan that defines operational goals and profitability.

· Ensure that all business decisions are in line with the company's mission, values, and guiding principles.

· Successfully balance the needs and expectations of guests, employees, corporations, the brand, and hotel ownership.

· Manage the hotel's budget, forecast, capital expenditures and monthly reporting.

· Engage and communicate with the supervisors and managers daily.

· Liaise and communicate with the hotel, corporate office and ownership keeping in mind their interests and needs.

· Ensure the development of a realistic strategic business and marketing plan that defines operational goals and profitability.

Guest Services

· Create and maintain customer-driven operations with a vision that inspires hotel associates and ensures guest satisfaction.

· Spend time connecting and assisting guests every day in the lobby and public areas to ensure satisfaction.

· Review Guest Service Scores, guest comments, Booking.com and Expedia reviews and other customer service avenues every day and respond immediately as appropriate.

· Share and involve guest score feedback with Executive Committee and staff to strengthen guest service-oriented culture and its impact on the hotel's performance.

Human Resources

· Oversee the Human Resources function which includes hiring and retention, employee engagement, benefits, legal and liability claims, and professional development.

· Forecasts talent needs and manages talent acquisition strategy with Human Resources to minimize lost time due to turnover.

· Ensure that all HR practices comply with company standards as well as local and federal laws and regulations.

· Mitigate property's legal exposure by complying with company's policies around claims, reporting, workers compensation, liability insurance etc.

· Attend required training and professional development opportunities by Chesapeake Hospitality and brand as required.

Financial

· Oversee the Accounting function including accounts receivables and payables, inventory and audit, maintenance of general ledger, analysis of data, and preparation and payroll, profit-loss statements, cash handling and controls, revenue and expense reporting, year-end audits while abiding by company policies and relevant federal and state laws.

· Use the Master Forecast daily to review the performance and expected performance of your property and adjust as needed to achieve budgeted and best possible financial results.

· Manage payroll closely on a daily and hourly basis and approve schedules as needed.

· Ensure proper controls are in place to ensure reasonable operating and personnel costs each month.

· Ensure that Accounts Receivables and Payables are processed timely and accurately.

· Review and re-negotiate contracts on a regular basis to reduce costs.

Leadership

· Lead effective management of all hotels functional areas to maximize financial performance while upholding quality standards and maximizing the guest experience.

· Ensure that all departments meet their annual budgetary goals.

· Create and maintain customer-driven operations with a vision that inspires hotel associates and ensures guest satisfaction.

· Sets goals and expectations for direct reports that align performance and rewards, addresses performance issues, and holds staff accountable for successful results.

· Ensure compliance with all brand and company standards, national, state and local laws.

· Conducts Weekly Staff Meetings

· Oversee the Manager on Duty program.

Owner relations

· Liaise between Think Hospitality, the owner and employees to ensure successful management of the hotel.

· Prepare high level presentations and summaries for use by senior management and owners.

· Ensure proactive communications to owners relative to budget, forecast and actuals.

· Ensure compliance with the management agreements and other legal documents. Understand how those documents translate into financial and legal responsibilities and how they may affect both the property and company's financial position.

· Review forecasts and budgets to ensure that ownership property staff and Think Hospitality Management are provided with guidelines of performance that are both reasonable and achievable.

General

· Take ownership of the department and be ready to step in and support employees as needed to ensure efficient operation.

• Perform duties, special assignments and projects as requested by management.

Demonstrates Showboats core values in the performance of position responsibilities:

1) Friendly Focused – we are committed to creating a fun environment that embraces families and children of all ages.

2) Kindness Focused – we demonstrate kindness in everything we do, seeking to uplift and support all of those around us.

3) Team Spirit – we foster a respectful workplace where team members work together to exceed our guest's expectations.

4) Hearts that Serve – we are driven by a passion to bring joy and happiness to the guests that we serve.

5) Take Ownership – we take full responsibility for our actions and the resulting outcomes, embracing personal accountability.

• The ability to attend work predictably and regularly and to be punctual.
• The ability to work varying schedules including evenings, weekends, holidays, and extended hours as business operations dictates
• The ability to read and understand documents, drawings, and instructions (whether presented in written, oral, diagram or schedule form).
• The ability to work with mathematical concepts and to apply concepts to practical situations.
• The ability to work cooperatively with others.
• The ability to deal politely and professionally with customers and coworkers.
• The ability to perform several tasks at once.
• The ability to follow directions or instruction.
• The ability to use a computer to communicate, create, and access information.
• The ability to lift and move 50 pounds.
• The ability to sit/stand/bend/stretch, etc.
• The ability to use hands to finger, handle, or feel and reach with the hands and arms

Stand

Constantly

X

Frequently

Occasionally

Not Applicable

Walk

Constantly

X

Frequently

Occasionally

Not Applicable

Sit

Constantly

Frequently

X

Occasionally

Not Applicable

Handling/Fingering

Constantly

X

Frequently

Occasionally

Not Applicable

Reach Outward

Constantly

X

Frequently

Occasionally

Not Applicable

Reach Above Shoulder

Constantly

X

Frequently

Occasionally

Not Applicable

Climb

Constantly

Frequently

X

Occasionally

Not Applicable

Crawl

Constantly

Frequently

X

Occasionally

Not Applicable

Squat or Kneel

Constantly

X

Frequently

Occasionally

Not Applicable

Bend

Constantly

X

Frequently

Occasionally

Not Applicable

10 lbs. or less

Constantly

X

Frequently

Occasionally

Not Applicable

11 to 20 lbs.

Constantly

X

Frequently

Occasionally

Not Applicable

21 to 50 lbs.

Constantly

X

Frequently

Occasionally

Not Applicable

51 to 100 lbs.

Constantly

Frequently

X

Occasionally

Not Applicable

Over 100 lbs.

Constantly

Frequently

X

Occasionally

Not Applicable

12 lbs. or less

Constantly

X

Frequently

Occasionally

Not Applicable

13 to 25 lbs.

Constantly

X

Frequently

Occasionally

Not Applicable

26 to 40 lbs.

Constantly

X

Frequently

Occasionally

Not Applicable

41 to 100 lbs.

Constantly

Frequently

X

Occasionally

Not Applicable

Extreme Cold (non-weather)

Constantly

X

Frequently

Occasionally

Not Applicable

Extreme Heat (non-weather)

Constantly

X

Frequently

Occasionally

Not Applicable

Loud Noise Level

Constantly

X

Frequently

Occasionally

Not Applicable

Ability to Read

X

Constantly

Frequently

Occasionally

Not Applicable

Ability to Speak English

X

Constantly

Frequently

Occasionally

Not Applicable

Ability to Understand Verbal Directions

X

Constantly

Frequently

Occasionally

Not Applicable

Ability to Report to Work Regularly

X

Constantly

Frequently

Occasionally

Not Applicable

Ability to Report to Work on Time

X

Constantly

Frequently

Occasionally

Not Applicable

Ability to Work Safely

X

Constantly

Frequently

Occasionally

Not Applicable

Ability to Travel, car, air to hotel for work

Constantly

Frequently

X

Occasionally

Not Applicable