General Manager

The General Manager for the Towne Place Suites, Minneapolis downtown is responsible for overseeing the overall management and operation of the hotel. In this role, you will use your leadership skills to drive revenue, maximize profit and ensure quality using effective management of assigned staff to ensure achievement of overall revenue, financial results, guest satisfaction and positive employee relations.

Responsibilities:

• Accountable for maintaining high service and quality standards according to brand including Quality Assurance Inspections and Guest Satisfaction Surveys.
• Communicate guest feedback to hotel staff and addresses trends/issues with staff in a timely manner.
• Assist with, encourage, provide and train guest service for all associates.
• Encourage and collaborate with the hotel team to set an example of the expected level of guest service.
• Personally follows up on all guest inquiries, issues and concerns in a timely and effective manner to ensure CSM’s high standards of quality and service are maintained.
• Actively participate in the hotel’s sales efforts, analyze and negotiate business, determine pricing and yield strategies, attend sales calls/site visits to impact and maintain client relationships.
• Maintain a positive presence within the community by attending Chamber and CVB meetings and events, establish relationships with other area hotels, schools and universities and other community organizations.
• Responsible for maintaining accurate weekly, monthly and annual budgets, forecasts and business plans in collaboration with the hotel’s sales team.
• Work in conjunction with Revenue Manager and Sales Team to implement sales strategies and a business mix that will help ensure the hotel achieves maximum revenue potential.
• Provide direction to the operations team to ensure the service and quality needs of negotiated accounts and groups are met consistently.
• Identify potential obstacles to exemplary service.
• Use available tools and knowledge to implement ideas to maximize guest satisfaction scores.
• Communicate results from guest satisfaction surveys with the hotel team and addresses needs and trends that have been identified from the survey results.
• Respond to guest concerns that arise on surveys when necessary.
• Work with the hotel team to maintain guest satisfaction scores that are within the range deemed acceptable by the brand.
• Manage expenses according to budgeted/forecasted guidelines to maximize hotel profitability.
• Responsible for reviewing/releasing payroll and ensuring effective labor management.
• Utilize the CSM procurement system effectively and adhere to the approved vendor network for purchasing.
• Responsible for preparation and management of the hotel budget and ongoing forecasting efforts.
• Communicate financial forecasts via weekly reporting and critiques month-end financial results via month-end reporting.
• Share revenue forecasts with the leadership team to ensure the departmental expense is adjusted accordingly.
• Review A/R and A/P with emphasis on following accounting procedures as outlined in CSM’s Internal Accounting Audit.
• Manage and maintain company assets to stay within budget guidelines and prolong the life of company resources.
• Responsible for assisting with the ongoing training and development of hotel associates and maintaining all necessary training records.
• Ensure the new hire training process effectively prepares new employees for their positions.
• Analyze current training programs and adjusts as needed.
• Implement new CSM and brand training initiatives in a timely manner.
• Utilize training resources effectively and ensure all training requirements are met.
• Responsible for effectively interviewing, hiring, coaching and developing hotel associates and management team.
• Prepare and conduct annual employee reviews in a timely manner.
• Address performance issues accordingly and take appropriate corrective action to hold employees accountable.
• Motivate hotel staff by setting goals, providing ongoing feedback and rewarding/recognizing employees.
• Effectively addresses areas for improvement determined by CSM’s annual Associate Opinion Survey and communicates results from the survey to the hotel staff in a timely manner.
• Ensure annual associate turnover falls within CSM’s acceptable guidelines and reacts to any turnover concerns.
• Provide fair treatment and open door policies for all associates.
• Responsible for effective self/workload management and adjusting work schedule as dictated by business needs.
• Provide guidance and assistance to the hotel associates and leadership team to ensure their workloads are appropriate and managed effectively.
• Demonstrate clear written and verbal skills.
• Promote a productive, professional and collaborative work environment.
• Play an active role in leading daily team meetings and weekly/monthly departmental/hotel meetings to ensure proper communication and planning occurs.
• Lead and participate in monthly Safety Committee Meetings.
• Assist in conducting routine inspections of the hotel operation/building to maintain standards of CSM, brand, local, state and federal regulations.
• Ensure a clean and safe work environment.
• Understand the importance of handling all guest and employee accidents/incidents in a timely and effective manner while following CSM policy.
• Complete CSM incident reports and follows up within the appropriate time frame.
• Assist in promoting corporate safety programs and initiatives.
• Ensures OSHA/SDS Management and Compliance.

Competencies/Skills Required:

• Must be able to manage multiple hotel and corporate priorities in a fast paced environment.
• Must be able to effectively communicate with all levels within and outside the organization and have the ability to effectively problem solve with all.
• Must possess strong leadership skills.

Education:

High school diploma or GED required. College degree or equivalent experience preferred.

Physical: Ability to lift, push and pull up to 20 pounds on an occasional basis. Talking and hearing occur continuously in the process of communicating. Vision occurs continuously with the most common visual functions being those of near vision and depth perception.

EOE