About the Position
The General Manager is responsible for providing the vision and imagination as well as facilitating and implementing the planning, communication, administration and financial controls resulting in the maximization of occupancy, revenue and cash flow of the overnight guest experience at the Williamsburg Inn. Ensures exceptional guest service while continually working to exceed guest expectations. Acts as a leader in the development and motivation of the management staff and creates a work environment that focuses on respect and well being of employees, resulting in exceptional levels of employee performance and satisfaction. Effectively partners with other business unit heads in sharing and resolving common strategic and operating problems. Maintaining all programs required by The Forbes Standards.
Essential Functions:
1. Full responsibility for the day-to-day operations of the hotel
2. Create an operating environment that assures consistent guest satisfaction and seamless operational functionality throughout all hours.
3. Monitors the performance of the hotel through verification and analysis of guest satisfaction systems Such as Revinate and Medallia and financial reports. Initiate corrective action as needed.
4. Maintain product and service quality standards by conducting ongoing evaluations and investigating complaints. Initiate corrective action as needed.
5. Develop accurate and aggressive long and short-range financial objectives consistent with the ownership's mission.
6. Establish and maintain a pro-active human resource function to ensure employee motivation, training and development, alongside the HR department.
7. Develop and maintain an innovative, forward-thinking team attitude, driven to improvement.
8. Develop, grow, and mentor team members and junior managers.
9. Create a strong, open minded management culture throughout entire hotel
10. Develops, implements and monitors policy, guidelines and standards and is responsible for the proper training of all employees in the established standards of service to ensure the highest levels of guest satisfaction.
11. Oversees the hiring, training, evaluating and discipline of staff, ensuring that fair and legal practices are followed and that the Collective Bargaining Agreement is followed
12. Partners with other Business Unit Heads of the organization to share, brainstorm and develop mutual strategies to resolve operating problems.
13. Responsible for adherence to policies and procedures as set forth by the Company relating to employment, environmental health and safety as well as laws relating to the operation
14. Conducts a weekly communications meeting with key reports to insure all are aware of goals, objectives and activities within the resort and department.
15. Represents the Williamsburg Inn in a helpful and hospitable manner to promote goodwill and protect its resources.
16. Liaison with the Forbes Inspectors ensuring that all requirements are met throughout the year
17. Coordinates all training for Forbes
Supervision to be Exercised:
Direct: Assistant General Manager, Executive Housekeeper, Guest Service Managers, Bell Staff, Florist, Oversight of the Spa; Indirect: Concierge Manager
Required Education and Experience:
• Prior experience as General Manager for a major hotel.
• Luxury 4-5-star hotel management experience is strongly preferred.
Qualifications:
• Knowledge of Forbes 5 Star requirements.
• Detailed understanding of all resort operations departments.
• Experience in Union environment necessary
• Technologically savvy, possessing the aptitude and desire to learn new technology in ways that benefit the team and the hotel.
• Analytical skills, as well as problem recognition and resolution skills.
• Excellent communication and organizational skills.
• Able to sell strategic decisions to gain optimal business mix.
• Excellent team leading and people management skills.
• Ability to work well under pressure in a fast-paced environment
• Ability to focus attention on guest needs, remaining calm and courteous always
