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Job Title: General Manager
SUMMARY: Oversees all aspects of Hotel Operations in accordance with Company mission statement and brand
standards, including maximization of financial performance, guest satisfaction, and staff development within
established quality standards. Responsible for the hiring, training and discipline of all hotel staff in accordance with all
local, state, and federal laws. Provides exemplary performance for staff to follow.

QUALIFICATIONS: To perform this job successfully, the individual must be able to perform each essential duty
and responsibility in a safe and satisfactory manner, and the individual must be punctual and have a good
attendance record, and have reliable means of transportation to work. The requirements listed below are
representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable
individuals with disabilities to perform the essential functions.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
1. Performs the role of “Standard Bearer”, ensuring that each criterion in Company’s current “Rules of Conduct” are communicated, understood, achieved and maintained by hotel staff.
2. Performs each criteria as contained in Company’s current “General Manager’s Standard Operating Procedures” in a satisfactory manner.
3. Performs each criteria as contained in Company’s current “General Manager’s Standard of Performance” in a satisfactory manner.
4. Creates an operating or working environment that assures consistent Guest Satisfaction.
5. Monitors the performance of the hotel through verification and analysis of Guest Satisfaction Systems and Financial Reports. Initiates corrective action as needed.
6. Maintains product and service quality standards by conducting ongoing evaluations and investigating complaints. Initiates corrective action as needed.
7. Develops accurate and aggressive long and short-range financial objectives consistent with the Company's budgets and mission statement.
8. Prepares Financial Reports for Owners/Management Company that clearly explains operational effectiveness, trends and variances.
9. Establishes and maintains a pro-active human resource function to ensure employee motivation, training and development, wage and benefits administration, and compliance with Company Employee Handbook.
10. Maintains an appropriate level of community public affairs involvement.
11. Executes marketing, sales, and operational activities, producing results that meet or exceed the hotel’s Budgets and business plan.
12. Ensures good safety practices of employees and guests, assisting in the maintenance of proper emergency and security procedures in accordance with Company Employee Handbook.
13. Establishes and maintains applicable preventive maintenance programs to protect the physical assets of the hotel.
14. Implements and maintains effective open-door communication system that crosses departmental lines in order to reach all employees in accordance to the Company Employee Handbook.
15. Understands the government regulations and laws affecting hotel’s operations, ensuring hotel is operated in compliance with all applicable laws, ordinances, regulations, and requirements of any federal, state or municipal
authority.
16. Responds to the general public, customers, employees, union and government officials with tact and courtesy in the best interest of the hotel.
17. Plans and organizes the responsibilities of team members.
18. Accepts full responsibility for managing the activities of the entire hotel.
19. Maintain current licenses and permits as prescribed by local, state and federal agencies.
20. Understands the franchise brand standards and operating procedures and protocols.
21. Assist the Director of Operations and hotel sales team with preparing the annual revenue budget and annual marketing plan.
22. Support the Assistant General Manager and Team leaders in understanding goals/objectives, developing action plans to succeed and obtain goals.
23. Conduct performance review with Assistant General Manager, team leaders and team members bi-annually.
24. Coordinate Preventative Care programs. Identifying trends and making recommendations for improvements.
25. Other duties may be assigned.

SUPERVISORY RESPONSIBILITIES: Typically, directly supervises 5 to 10 employees at the hotel, including all
department heads. Indirectly supervises all hotel personnel. Carries out supervisory responsibilities in accordance
with the Company’s policies, training programs, and applicable laws. Responsibilities include recruiting, interviewing,
hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and
disciplining employees; addressing complaints and resolving problems promptly.

EDUCATION and/or EXPERIENCE:
・Absent extraordinary prior on-the-job experience, the General Manager position requires a High School
diploma or general education degree (GED) and preferably either a two year business degree or a four
year business or liberal arts degree (or equivalent combination of education and experience).
・ Requires an occupationally-significant combination of vocational education, apprentice training, on-thejob
training, and essential experience in less responsible hotel skill level and management positions.
・ A Certified Hospitality Administrator designation is preferred.

LANGUAGE SKILLS: General Managers must have developed language skills to the point to be able to:
・Read and interpret documents in English such as safety rules, operating and maintenance instructions,
and procedure manuals, newspapers, periodicals, journals, and manuals.
・Write routine reports, correspondence, business letters, summaries, and reports in English using
prescribed format, and conforming to all rules of punctuation, grammar, diction, and style.
・Ability to speak effectively in English before groups such as customers or employees.

COMPUTER SKILLS: General Managers must have sufficient computer skills that will allow them to be able to use,
in a proficient manner, all Company-issued software programs implemented at the hotel, including but not limited to
the following:
・ Microsoft Word
・ Microsoft Excel
・ Yield Management Systems programs
・ Property Management System (PMS) programs
・ Daily Revenue System (DRS) programs
・ Central Reservation System programs
・ Payroll programs
・ Company-issued internet browser programs
・ Company-issued electronic mail programs

NOTE: Company-issued software programs implemented at a particular hotel may be changed from time to
time; the General Manager is required to learn the new programs and upgrades as soon as practicable after such
items are provided to the hotel.
REASONING ABILITY: General Managers must have developed reasoning abilities to the point to be able to:
・ Apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
・ Use mathematical skills to interpret financial information and prepare budgets.
・ Read and interpret business records and statistical reports.
・ Make business decisions based on production reports and similar facts, as well as on your own
experience and personal opinions.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an
employee to successfully perform the essential functions of this job. While performing the duties of this job, the
employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; stoop,
kneel, crouch, or crawl; and talk or hear. The employee must regularly lift and/or move up to 10 pounds and
frequently lift and/or move up to 25 pounds. The employee must be able to see differences in widths and lengths of
lines such as those on graphs. Reasonable accommodations may be made to enable individuals with disabilities to
perform the essential functions.

ENVIRONMENTAL CONDITIONS: Inside: Protection from weather conditions but not necessarily from temperature
changes. A job is considered "inside" if the worker spends approximately 75 percent or more of the time inside.
WORK ENVIRONMENT: The work environment characteristics described here are representative of those an
employee encounters while performing the essential functions of this job. Reasonable accommodations may be made
to enable individuals with disabilities to perform the essential functions.
・Must be able to work effectively in a stressful environment, communicate well with others, effectively
deal with guests, and accept constructive criticism from supervisors.
・Must be able to change activity frequently and cope with interruptions.