General Manager

The Role

The purpose of the General Manager is to ensure the success of the hotel, meeting or exceeding planned objectives for revenue and profit, and ensuring guest satisfaction, associate satisfaction and product quality standards are met. The General Manager manages all areas in accordance with AURO Hotels and franchise standards to achieve a friendly atmosphere of superior guest service and product quality. Provides exemplary performance for staff to follow.

Key Performance Indicators (KPIs)

• Gross Operating Profit (GOP) margin achieved against approved annual budget
• RevPAR growth and RevPAR Index versus competitive set
• Guest satisfaction score meeting or exceeding brand and Auro Hotels portfolio targets
• Brand quality assurance (QA) inspection score meeting or exceeding brand standard
• Associate turnover rate maintained at or below approved property benchmark
• Safety incident rate (recordable injuries/workers’ compensation claims) trending at or below prior year
• On-time completion of required Auro Hotels and brand-standard training for all associates

 

 

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment

The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work for this position is usually performed in a climate-controlled environment. However, the associate may be required to work outside in extreme heat, cold, rain, wind, or inclement weather as the demands of the position so dictate.

Physical Demands

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Supervisory Responsibilities

Directly or indirectly supervises associates and/or supervisors. Carries out supervisory responsibilities in accordance with the organization's policies, procedures, and applicable laws. Responsibilities include but are not limited to: interviewing, hiring, and training associates; planning, assigning, and directing work; appraising performance; rewarding and disciplining associates; addressing complaints and resolving problems.

 

Key Responsibilities

• Ensures that each Guest receives outstanding Guest Service by providing a Guest friendly environment which includes greeting and acknowledging every Guest, maintaining outstanding standards, solid product knowledge and all other components of Guest Service.
• Empowered to guarantee total guest satisfaction, display hospitality and professionalism to our guests at all times, take pride in representing Auro Hotels professionally with our guests and assure that all transactions with guests are handled in a legal and ethical manner.
• Understands and apply all property safety and security procedures to maintain a secure and safe environment for associates and guests at all times. In the event of an accident or emergency, gets medical attention if necessary and contacts the GM or Human Resources immediately.
• Maintains a favorable working relationship with all company associates to foster and promote a positive working environment.
• Complies with Company Standards of Service as outlined for AURO Hotels.
• Projects a favorable image of AURO Hotels to the public at all times.
• 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.
• Treats guests, vendors, customers and co-workers with professionalism and respect at all times.
• Complies with company standards of service as outlined for Auro Hotels.
• Completes Departmental, AURO Hotels and Brand standards training as assigned.
• Projects a favorable image of Auro Hotels to the public at all times.
• 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.
• Maintains a clean and neat appearance at all times.
• Abide by all state, federal, and corporate liquor regulations pertaining to serving alcoholic beverages to minors and intoxicated guests to ensure all laws are being followed.
• Must be able to work flexible work hours/schedule including evenings, weekends, and holidays.
• Nothing in this job description restricts management’s right to assign or reassign duties, work hours and/or responsibilities for this job at any time.
• Responsible to meet expectations in the areas of Profit Management, Guest Services, Marketing and Sales Management, Human Resources Management, Asset Management, and Safety and Security Management as noted below:

PROFIT MANAGEMENT

• Meets or exceeds budgeted profit and margin for hotel.
• Accurately forecasts revenues/expenses.
• Prepares annual budget that accurately reflects the hotel's business plan.
• Anticipates revenue/cost problems and manages the timing of discretionary expenditures to stabilize cash flow.
• Analyzes financial and operating information on ongoing basis to adjust business plans, labor requirements and operating costs.
• Ensures hotel staff is trained in financial control procedures for cash vouchers, inventories, and receivables, and that these procedures are regularly followed.
• Knows the hotel's demand segments and sources of business for each.
• Knows the principal competition for each demand segment and can take advantage of the hotel's relative strengths against each.
• Identifies major revenues and expense opportunities and possible problems.
• Accurately forecasts occupancy changes based on the changing market conditions (e.g. increased competition).
• Translates business plans into action and manages those actions toward the achievement of revenue and cost objectives.

GUEST SERVICES

• Maintains guest service as the driving philosophy of the hotel.
• Demonstrates a commitment to guest service by responding to guest needs.
• IS COMMITTED TO MAKING EVERY GUEST A SATISFIED GUEST.
• Ensures all hotel staff, including new-hires, know all components/features of our guest service guarantee and are trained to meet service standards; develops added-value customer service programs.
• Empowers hotel staff to deliver guest service by encouraging and rewarding responsive guest assistance.
• Ensures hotel standards contribute to the delivery of consistent guest service.

MARKETING AND SALES MANAGEMENT

• Can reposition the hotel as needed, upon management's approval.
• Develops and implements marketing and sales plans based on demand segments and to maximize REVPAR.
• Knows why competitors are successful in each demand segment and directly markets/sells against them.
• Ensures that marketing and sales plans are appropriate for each sales period, including special plans to maximize room revenue during forecasted low occupancy.
• Coordinates advertising, public relations, and promotional programs.
• Knows key accounts and actively "sells" through sales calls, property tours, etc.
• Ensures all hotel associates know hotel objectives.

HUMAN RESOURCES MANAGEMENT

• Manages human resources functions including recruiting, selection, orientation, training, performance planning and evaluation, pay and reward programs to maintain a qualified workforce.
• Maintains a positive, cooperative work environment between staff and management.
• Emphasizes associate selection, training, and development as a way of doing business.
• Ensures all hotel associates know hotel objectives.
• Ensures personnel files are accurate and comply with both local and Federal laws and regulations.
• Administers personnel policies fairly and consistently.
• Resolves associate grievances in a fair and timely way.
• Helps to develop management talent by acting as a mentor for direct reports.
• Ensures training objective and development plans are completed.
• Monitors and maintains acceptable turnover levels.
• Performs all performance appraisals as required for direct reports.

ASSET MANAGEMENT

• Maintains physical product standards by managing preventive maintenance programs and by scheduling deep-cleaning activities.
• Ensures associate involvement in preventive maintenance programs.
• Protects the interests of the hotel during capital projects.
• Coordinates capital projects within budget, on time, and with minimal disruption to the guests.
• Has acceptable property quality audits.
• Conducts a weekly property audit with the hotel's maintenance worker and Executive Housekeeper.
• Periodically inspects rooms, building exterior, parking lot, etc.

SAFETY AND SECURITY MANAGEMENT

• Knows local health and safety codes and regulations that apply to the hotel.
• Understands and implements "Right to Know" laws.
• Recognizes and corrects potential safety hazards such as broken doors or railings, fire hazards, etc.
• Recognizes and corrects potential security problems such as locking doors after hours, etc.
• Understands and follows policies and procedures for the hotel's key control system and ensures others are trained in same.
• Uses ongoing safety training to minimize worker's compensation claims.