General Manager

If you love saying YES and enjoy engaging with the community by leading with ART, 21c Museum Hotels is one of the pioneering examples of bridging the worlds of art and hospitality.  We combine a multi-venue contemporary art museum, a boutique hotel, and a chef-driven restaurant to create a unique and welcoming opportunity.

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Title: General Manager

Reports To: Chief Operating Officer

General Purpose: The General Manager is responsible for the overall management of the hotel's operation, including profitability, guest service, product quality, overall cleanliness, and property maintenance. The hotel's operation will be within the framework of the approved 1) annual budget, 2) annual marketing plan, 3) annual capital expenditure plan, 4) annual wage plan, and always within the framework of all company policies and procedures. The General Manager works with the F&B Director to lead the property.

Specific Responsibilities:

Executive Committee

• Leads the property Executive Committee, in collaboration with the F&B Director, utilizing a participatory style. Be readily available and effectively communicate with each member, coordinate the operation of each individual's department and special projects, and assist with identifying problems and solutions. Guide the committee in addressing problems and opportunities in order to serve the financial interests of the property best.

Operating Budget

• Develop an annual operating budget, which serves as an operating plan and defines required levels of achievement. Ensure the annual budget's achievement in revenues, costs, and profits through accounting diligence, expenditure controls, and proficient accounting practices.

Departmental Objectives

• Follow up to ensure successful implementation and follow-through and take corrective action in the event of failure to meet assigned objectives.

Sales Management

• Maintain an ongoing awareness of the property's progress toward meeting revenue objectives and ensure challenges and opportunities are addressed appropriately.
  • Regularly review sales plans and sales activities, room night productivity, group & banquet pace reports, and lost business reports.
  • Assess individual and property performance, provide guidance, and take corrective action.
  • Ensure that designated sales and marketing reports are complete and submitted to the corporate team on or before the monthly due date.
  • Should a significant, ongoing revenue shortfall occur, the GM will take corrective action and increase personal participation in direct sales efforts.
• Along with DOSM and Revenue Director, participate in weekly Yield/RevMAX meetings and evaluate rates & strategies for 30-60-90 days out, including a review of group cut-off dates, prospective group business, historical data, and comp set rates. Along with the team, determine a revenue strategy to best position the hotel for increased business. In addition, ensure price adjustments occur on a timely basis.
• Participate in sales team meetings, meet key account contacts, and be present to welcome key account site visits.
• Participate in the creation & execution of ongoing property marketing initiatives.
  • When possible, attend bi-weekly brand-property marketing calls and participate in developing creative marketing initiatives.
  • Ensure all relevant details, including upcoming property marketing needs, are kept up to date in the brand marketing calendar and are complete on or before the monthly due date.
  • Oversee the development of the annual sales and marketing plan and monitor the implementation of action steps outlined in the SSP document.

Forecasting

• Monthly forecasting of operating teammate and cost expenditures. Business planning aligns with forecasted sales and costs, including guidance to department heads.

P & L Statement Critique

• Review financial statements monthly to correct problems, ensure spending is in line, and plan for future business. Review and approve all expenses in "other expense" categories in all departments. Regularly review all major expenses to ensure that expenditures are thoughtfully dispersed.

Teammate Relations

• Develop a high level of "We Say YES" and loyalty to the hotel and the company to reduce turnover and increase employee morale. Communicate, counsel, and assist with teammate development. Be visible and available to all hourly personnel in accordance with the Company's open-door policy. Attend monthly department employee meetings whenever possible.

Teammate Evaluation

• Conduct performance appraisals and personal development plans for management teammates. Identify substandard performance of individual managers and outline improvement action, including taking corrective or disciplinary measures.

Teammate Hiring

• Ensure the level of experience, knowledge, and ability to meet job requirements of all hotel management.

Cost Controls

• Review controls and ensure adherence at all times in order to protect the hotel's property/assets.

Wage and Salary Administration

• Review all wage and salary increases, assuring compliance with the company's wage scales and compensation philosophies.

Inspection

• Personally inspects guest rooms, public areas, and the back of the house on a regular basis. Ensure that written lists of corrective actions required for implementation by housekeeping, maintenance, and operating departments are developed.

Guest Service + Communication

• Through leadership and example, demonstrate a friendly, courteous, service-oriented, "We Say YES" approach to guests that is expected from all hotel employees. Establish and implement guest service standards for all departments, periodically reviewing and identifying problems and corrective actions.
• Respond to guest feedback through our guest survey portal and online reviews.

Property Maintenance

• Develop and implement a preventive maintenance program to ensure that an ongoing program is followed for regular repair and upkeep of the facility, landscape, and equipment.

Credit

• Maintain credit policies for the Front Office, Sales, and Catering. Attend credit meetings and assist with developing action plans. Supervise the collection of major accounts, review aging reports, and approve write-offs.

Front Office Management

• Regularly review Front Office results in order to maximize room revenue. Identify problem areas and initiate solutions.

Community Relations

• Represent the hotel within the local community, positioning it as a good corporate citizen who is involved in and supportive of community affairs.

Policies and Procedures

• Ensure that all Company policies and procedures are fully implemented throughout the hotel.
• Comply with property management agreements.

Possess advanced knowledge in the following areas:

• Sales and marketing for rooms and events.
• Hotel accounting principles.
• Hotel maintenance and repair.
• Hotel housekeeping and general cleaning.
• Personnel management.
• Front office procedures.
• Yield management revenue.
• Hotel safety and security.

Skills

Demonstrate advanced proficiency or exceptional skill in the following areas:

• Excellent written and verbal communication.
• Planning financial strategies and delegating responsibilities to others.
• Directing others at various professional levels.
• Identifying and developing talent.
• Identifying and solving problems.
• Prioritizing and coordinating multiple projects simultaneously.
• Evaluating and resolving complex situations.
• Led the hotel teammate by utilizing a management style based on a participatory team approach.
• Meeting and greeting guests and employees.
• Inspecting rooms, all public areas, and the exterior of the facility.
• Soliciting potential business.
• Using general office equipment, including computers.
• Utilizing general office procedures.
• Be willing to get your hands dirty and be a jack-of-all-trades, when necessary.
• Must pass a background check.

Education/Formal Training:

• Bachelor's degree.

Experience

• Minimum experience 3 years as General Manager or five years as Assistant General Manager at a similar size and type of hotel.
• Extensive experience with hotel sales and marketing.
• Extensive experience with revenue management.

Travel Requirements

• As needed.

21c Museum Hotels is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other legally protected characteristic. The EEO is the Law poster is available here: http://www1.eeoc.gov/employers/poster.cfm