Complex General Manager

The Complex General Manager functions as the primary strategic business leader of the hotels within the designated complex, with responsibility for all aspects of operations. Ensures implementation of brand service strategy and brand initiatives with the objective of meeting or exceeding guest expectations. Responsible for active supervision of all hotel disciplines, including but not limited to the General Manager, Front Office, Guest Services, Food Service, Housekeeping, Maintenance, Sales operations, ensuring that there is an atmosphere of good public relations towards guests, Team Members, and community. Also ensures the hotels are meeting and constantly striving to meet their sales and profitability goals and are compliant with local and federal laws and regulations.

• Recruits, hires, trains, counsels, and motivates Team Members in all departments of the hotels.
• Actively supervises department heads and all Team Members, with authority to issue oral and written warnings and reprimands when policies and procedures have been violated or to document poor work performance, and to discharge Team Members with grossly negligent cases being approved by an above property representative in conjunction with Human Resources.
• Responsible for department payroll administration.
• Conducts department heads' performance appraisals and bonus calculations, where applicable.
• Participates in departmental expense and labor budgeting preparation.
• Schedules team within budget guidelines to assure adequate staffing to maintain service levels.
• Develops department attitude of attentiveness and anticipation of guest needs.
• Ensures that guest special requests are fulfilled promptly and that Team Members take ownership of issues.
• Ensures proper delivery of all guest services, including but not limited to social hour, breakfast service, dry-cleaning, mail delivery, shuttle, grocery shopping, newspaper delivery, Business Center, wireless Internet, etc.
• Resolves guest complaints with Guest Relations concerning the hotel, or guest billing and chargeback inquiries.
• Processes & reconciles daily cash deposits.
• Monitors posting of guest charges to minimize lost revenue.
• Ensures Front Desk team performs bucket checks each shift and monitors rate variances.
• Coordinates reservations and efficient group registration with the Sales Department.
• Monitors suite availability and develops the hotel's yield management system with Sales to maximize suite revenue.
• Ensures an effective cash control system is in place and that all credit card and check cashing policies are followed.
• Maintains efficient operations and inventory controls for the hotel Market (i.e. gift shop).
• Responsible for the administration of key control procedures.
• Ensures proper procedures for guest safety deposit boxes, guest mail and packages.
• Educates Team Members on emergency procedures, safety precautions, and safe work habits.
• Drives defensively and safely when driving the hotel van. Wears seatbelt at all times. Uses the van only for company business.
• Promotes good Team Member communication through department meetings, Team Member feedback, oral and written communication, and proper training.
• Participates in the weekend Manager on Duty (MOD) development program and hosts social hour (if relevant), as assigned.
• Assists in monitoring van upkeep and maintenance schedule.
• Processes and tracks brand certificates (frequent guest programs, brand coupons and reimbursements, etc.) when presented as forms of tender to ensure we receive reimbursement from the brand.
• Oversees and approves the monthly Direct Bill accounts and statements and sends out invoices as often as necessary to maintain the accounts receivable balance within 60 days past due.
• Ensures all hotel supplies are properly stocked and/or all hotel equipment is in proper working condition.
• Processes accounts payable invoices for the hotel, including monitoring travel agent commission requests.
• Leads and conducts the brand daily stand-up meetings.
• Carries out any reasonable request by Management.
• Participates in and actively contributes to weekly Sales Meetings and conducts monthly Team Meetings.
• Conducts monthly department meetings or continuous improvement meetings (CIM).
• Attendance is a key component of this position.
• Maintains a professional appearance in accordance with Company standards; wears the appropriate uniform or attire.
• Maintains open and effective communication with team members and management.
• Attends and participates in team meetings.
• Adheres to established safety and emergency procedures and protocols, this includes Company, federal, and state specific regulations and guidelines.
• Completes all required Company training/compliance courses as assigned.
• Adheres to Company standards and maintains compliance with all policies and procedures.
• Performs other related duties and responsibilities as assigned.

• Bachelor's degree from an accredited university or equivalent in related field.

• A minimum six (6) years of experience in hotel management operations, or equivalent professional experience required.

Oversees and coordinates the department's activities, with a focus on supervisory and organizational goals. While a portion of the time may involve performing tasks similar to those of direct reports, the primary responsibilities are related to management and coordination. Analyzes and resolves issues, establishes work methods, ensures regulatory compliance, and maintains productivity. Uses judgment within established procedures and policies to make appropriate decisions and take necessary actions.

Specific supervisory duties include, but are not limited to the following:

• Determines and creates policies, procedures, and manuals for direct reports.