General Manager

Gibson Hotel Management, Inc., based in Knoxville, Tennessee, is an award winning and privately held hotel management, investment, and hotel development company. We pride ourselves on possessing a lengthy track record of success in addition to espousing the values of integrity, experience, and discipline.

Job description

***Previous experience with IHG brands preferred***
Anticipate the needs and exceed the expectations of our owners, guests, and employees by exceeding or achieving profitability through key indicators including RevPAR and revenue. Supports revenue and cost objections by revenue generation and cost control using all applicable marketing and planning tools that maximize return to the hotel, avoiding waste of goods from payroll costs to utilities, aims to meet or exceed Gross Operating Profit Budget. Exceeds or achieves guest service goals through key indicators including service scores and overall ranking while providing the employees with a positive work environment through leadership skills and motivation to maximize employee productivity and satisfaction. Achieves business objectives by communicating the hotel’s brand mission and culture. Utilizes corporate resources effectively by communicating with corporate personnel on a regular basis. Increases visibility of hotel by actively participating in the community. Monitors industry trends and recommends appropriate actions to be taken. Maintains a safe and secure environment for all. Keeps immediate supervisor promptly and fully informed of all problems or unusual matters of significance. Performs all duties and responsibilities in a timely and efficient manner in accordance with established policies and procedures to achieve overall objectives of this position. Maintains a favorable working relationship with other company employees to foster and promote a cooperative and harmonious working climate. At all times, project a favorable image of the hotel and M. Gibson Hotels to the public.

Primary Activities

Completes the following items within 24 hours of notification

• Addresses guest complaints immediately
• Addresses credit card disputes same day
• Posts accounts receivable checks as received
• Matches computer audit room rents to manual room rents and cash received
• Calculates daily hours worked on each employee’s timecard
• Frequently does a walk-through of the hotel providing positive guest service in restaurant, lobby, front desk, and hallways
• Starts work by 8 am and leaves after all housekeeping and maintenance staff have left
• Checks all rooms’ status on computer before leaving
• Does not decide to leave any rooms dirty during the day to clean at night
• Organizes & files all paperwork in office before leaving
• Achieve budgeted occupancy, ADR and RevPAR

Daily

• Verify deposit and any cash over/short addressed immediately
• Make deposit and take to the bank
• Balance petty cash
• Enter / complete DOR in M3 balance and rollover
• Verify operational banks daily and make change
• Get mail, review, and sort
• Controls inventory to maximize revenue, close out discounts
• Places stay restrictions and special events and reviews for accuracy
• Review room rate variance report

Completes Weekly to Corporate Office:

• Forecast
• Schedules
• Payables

Completes as needed

• Bills all guest accounts weekly and follow up to ensure payment in a timely manner in 45 days or less
• Controls and monitors inventory so that ordering is done only once every two weeks (except continental breakfast, which is ordered as needed)
• Enters accounts payables into M3 and sends to corporate office
• Gives all necessary paperwork (W4, job description, I-9, etc.) to new employees before first day on the job; maintains in confidential human resources file, including medical questionnaire
• Sends a copy of any employee’s write-up to the administrative office on the same day it is received
• Completes requests from the administrative office on the same day it is received (if feasible)
• Calculates and sends total payroll hours to administrative office before 5 pm on each alternate Monday
• Completes performance reviews during the following times: 90 days for performance review and annual review on anniversary date
• Greets & welcomes any large group (10 or more rooms) upon arrival & thanks them upon departure
• Scheduling (other employees): makes schedule one week in advance
• Schedules employees to work same shift from one day to the next as much as possible & days off back-to- back; without scheduled overtime, submits to the corporate office with the labor distribution report
• Completion of the annual operating budget capital budget and business plan
• Utilize the 3-bid process for large purchases
• Ensures the property receives the best guest service scores, review and discuss with staff. Contacts guests immediately to correct any complaints
• Completes 10 personal sales calls per month, completes report and submits to corporate office
• Completes proposals/ sales contracts and BEO’s for groups and LNR’s
• Send the required end of the month paperwork including general manager’s sales report to the corporate office

Supervision & Monitoring

• Makes sure front desk staff, executive housekeeper, housekeepers, maintenance person, & van drivers are all performing as specified in detail on their job descriptions
• Coaches and counsels, hires and terminates appropriately in accordance with forecast
• Reminds front desk clerks daily of the importance of marketing duties such as discount coupons, referring other M. Gibson hotels, marking all walkouts, franchisor promotional items, courtesy call backs, and making notes of any new commercial customers checking in so that a new account can be opened
• Takes personal ownership for the day-to-day operations of the hotel and quality of service delivered
• Creates a productive working environment for employees
• Maintains a positive attitude during interactions with guests, vendors, and employees
• Deals with employees and guests in a fair and consistent manner
• Develops a personal schedule and organized system to complete job activities on time
• Ensures messages are clear and understood and individual communication needs addressed
• Thinks through questions or problems and determines appropriate solution
• Considers all liability issues first and foremost before making any decision
• Covers other areas of the hotel as needed
• Ensure that guest call back program is in place and repeated
• Follows M. Gibson Hotels employee handbook for rules and regulations
• Adheres to all M. Gibson Hotels Standards of Conduct policies & procedures
• Ensure pantry is stocked and business center and HSIA is in good order

Guest Service & Satisfaction

• Responds promptly to any guests’ inquiries or complaints (if reasonable) by either doing it himself or herself or delegating an employee to help
• Living the guest service philosophy is always first
• Offers alternate solution if guest demand cannot be met
• Shows personal control in front of guests by maintaining positive attitude, staying calm & patient, avoiding use of negative language, and never displaying anger
• Demonstrates a commitment to servicing the guest; takes initiative to speak to a guest
• Acknowledges every guest with eye contact, nod, & greeting

Individual Effectiveness

• Arrives to work on time; gives advance notice when absence is anticipated
• Is honest with all employees & guests; helps other employees when needed
• Refrains from eating, drinking, or smoking in the presence of guests
• Grooms properly by displaying healthy personal hygiene & wearing proper uniform (no jean pants) with name tag
• Is on call 24 hours a day, 365 days a year
• Follows a position’s job description whenever working that position
• Maintains excellent communication with employees and the corporate office

Safety and Security

• Documents any guest accidents by completing the accident report form
• Completes the maintenance log whenever a complaint is reported
• Ensures that all entrances / exits are properly locked and secured when applicable
• Knowledge of how to operate fire alarm panel and is in good working condition
• Responsible for organizing the monthly required safety meeting with documentation
• Proper reporting on the death of a guest
• Maintains Master Keys ensuring they are kept on property and signed out when needed

Job Requirements

• Previous hotel leadership experience required
• Previous IHG Hotels experience preferred
• Knowledge of and ability to apply basic equal employment opportunity laws
• College Degree or appropriate experience level in hotel operations
• Knowledge of the hotel layout, all amenities offered, and all procedures & organization
• Knowledge of the general operations of each department within the hotel and how they work together to achieve business objectives and meet guest expectations
• Ability to apply basic principles and techniques of supervision
• Knowledge of principles and techniques of supervision
• Ability to plan and organize the activities of others
• Ability to get ideas accepted and to guide a group or individual to accomplish a task
• Ability to modify leadership style and management approach to reach goal

• Ability to express ideas clearly using effective word choice, grammar, & tone both in written and oral communications
• Knowledge of local geographic area knowledge, area businesses & services, major highway/street information, and community events & attractions
• Ability to type at least 30 gross words per minute
• Achieve acceptable or outstanding QA scores, service scores, certifications as required by brands
• Completion of MOD reports daily maintained in an electronic format

Job Type: Full-time

Pay: $40,000.00 - $50,000.00 per year

Benefits:

• Dental insurance
• Employee discount
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 10 hour shift
• 8 hour shift
• Day shift
• Holidays
• Monday to Friday
• Weekend availability

Supplemental Pay:

• Bonus pay

Ability to commute/relocate:

• Horse Cave, KY 42749: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Hotel management: 3 years (Preferred)

Work Location: One location