HOTEL GENERAL MANAGER

• Health, Vision, Dental
• 401K Matching
• Paid Time Off 
• 2 Paid Holidays (Thanksgiving Christmas) 2 Floating Holidays

Summary:

The General Manager will report to the Managing Partner and lead the sales efforts to increase revenue and maximize occupancy by directing the day-to-day operations of the hotel in collaboration with the Hotel Manager, Housekeeping Manager, Facilities Manager, Food & Beverage Manager, Executive Chef, Director of Special Events, HR Manager and Payroll Manager. This is a physically active, hands-on leadership role in a 90-room, four-diamond, luxury lifestyle hotel in the Temecula Wine Country.

You will be a good fit for this role if you have proven experience managing a boutique destination resort property, that included responsibilities such as revenue management, front desk, bell, valet, concierge, night audit, housekeeping, maintenance, F&B, special events, human resources, and payroll functions.

This role is ideal for a Manager who is accustomed to leading by doing. You must be comfortable being on your feet interacting with staff, guests, multiple departments, and Managers daily, while easily balancing numerous administrative duties. 

If this description meets your experience and skill set, we look forward to hearing from you.

Essential Duties and Responsibilities

ADMINISTRATION AND MANAGERIAL:

• Complete and review daily MOD report and review daily arrivals list and pass downs with guest services, supervisors, and front desk agents.
• Fill in where needed to maintain service standards and efficient operations. 
• Participate in all Management Meetings and weekly Operations meetings.
• Be capable of stepping in for the Housekeeping Manager. 
• Monitor quality and standards by participating in periodic overnight stays and implementing improvements when needed.
• Manage the hotel PMS to review guest stay patterns to maximize revenue by adjusting rates and availability.
• Monitor room rates, availability, packages, and discounts.
• Oversee, reconcile, and confirm Online Travel Agent (OTA) reservations and verify billing is correct. Ensure reservations are coded accurately to ensure proper accounting of rates and OTA type.
• Complete weekly and monthly room revenue forecasts.
• Prepare yearly sales budget for guest rooms, sundry store, and F&B Outlets. 
• Oversee the management of the sundry store inventory, ordering, stocking, and purchase trends.
• Understand and uphold the AAA – Four Diamond rating guideline.

HUMAN RESOURCES AND PAYROLL: 

• Know and strictly follow the Associate Handbook. 
• Communicate daily with the HR Manager regarding associate call-outs, punctuality, attendance, unexcused absences, meal period violations, breaks, cell phone usage, harassment, discrimination, injury, disability, and medical status. 

FACILITIES 

• Ensure the hotel and facilities are maintained at 4-diamond hotel service standards.
• Complete facility property walks, and ensure the property is fully operational. 
• Complete monthly safety inspections and report them to the Managing Partner.
• Coordinate and oversee maintenance repairs. 
• Manage all facilities staff (Facilities Manager, Maintenance Techs, Groundskeepers).
• Plan and coordinate all installations and refurbishments with the Facilities Manager.
• Ensure compliance with state and federal regulations.
• Manage energy efficiency.
• Track the posting and completion of work orders efficiently. 
• Direct and track guest room preventative maintenance.
• Understand and train staff members on ADA regulations. 
• Establish and maintain Cal/OSHA safety standards, and implement safety programs and trainings.

FOOD & BEVERAGE:

• Coordinate with the F&B Manager regarding front-of-house and back-of-house operations focusing on guest service, table service, operational efficiency, and financial results.
• Work with the Executive Chef, F&B Manager, and Kitchen Managers to design seasonal menus and execution with FOH staff.
• Preserve excellent levels of guest reviews.
• Establish targets, schedules, policies, and procedures.
• Provide communication and nurture an ownership environment with an emphasis in motivation and teamwork.
• Comply with all health and safety regulations. 

MARKETING

• Lead, create and implement special rate and theme packages in collaboration with the Marketing department to improve occupancy and revenue.
• Build and activate packages in reservation system.
• Monitor sales and demand and evaluate profitability.
• Monitor Trip, YELP, and Open Table platforms and work with Marketing on responses.
• Daily monitoring of hotel website and communicating changes to Marketing.
• Coordinate with sales and marketing to implement strategies and packages to improve occupancy and revenue.
• Follow daily guest reviews, work with marketing on responses, and direct staff on needed improvements.

SPECIAL EVENTS

• Coordinate with the Director of Sales and Catering for wedding, corporate, and event sales at the hotel.
• Review group resumes with FOH and BOH hotel staff.
• Review Corporate Resumes and communicate with sales and marketing regarding groups. 
• Ensure Front Desk Associates are informed of group needs and are prepared for group arrivals and departures.  
• Attend weekly BEO meetings with the culinary and special events team.
• Manage corporate accounts and ensure reservations and billing are set up appropriately for the Accounting Manager.
• Build seasonal rate packages in collaboration with Marketing, launch them on the website, and monitor guest bookings.
• Manage all corporate accounts. 
• Ensure “Special Event” Bride and Groom rooms are reserved according to contract. Ensure special requests are confirmed. 

GUEST ROOMS:

• Lead hotel sales efforts to increase revenue and maximize occupancy.
• Direct the Housekeeping Manager with room assignments, occupancy, guest requests, room status, deep cleaning rotations, special projects, and inventory status. 
• Inspect VIP rooms. 

GUEST RELATIONS:

• Diplomatically and effectively resolve all guest complaints, including difficult and unusual situations. 
• Document all guest and associate incident/accidents, coordinating with HR and the Controller. 
• Develop and be familiar with all hotel information necessary to enhance customer satisfaction, including rate structures, specials and restrictions, room types, and hotel services and rates.

DEPARTMENT STAFFING, TRAINING AND MANAGING:

• Interview, hire, train, coach, counsel, and lead staff training programs based on rated assessments. 
• Coordinate with HR regarding staff performance, discipline, and terminations. 
• Develop and maintain concierge SOP to ensure guest satisfaction. 
• Conduct weekly staff meetings and manage accountability. 
• Perform yearly salary reviews and recommendations for adjustments, in collaboration with the Controller and HR. 

COMMUNICATIONS:

• Maintain a professional working relationship and promote open lines of communication with other managers, associates, and departments.
• Ensure that all staff members are kept informed of property activities and status changes.

STANDARDS AND POLICIES:

• Be the first point of contact and direct the safety of guests and associates during an emergency in compliance with the Hotel emergency plan. 
• Ensure compliance with all federal, state, and local health, safety, sanitation, and alcohol guidelines.
• Manage and adhere to standards set forth in Associate Handbook.
• Manage and adhere to environmental standards set by the hotel.
• Support the Company culture, reinforce the brand, and adhere to the Ponte values and service standards.
• Perform any other duties as requested by the Managing Partner.

Knowledge, Skills and Abilities:

• Have a minimum of 10 years of hotel experience and 7 years as a manager.
• Strong verbal and written communication skills.
• Have computer skills with Microsoft Word and Excel.
• Have the ability to make quick and sound decisions.
• Have natural instincts and insight for finding the best solution to difficult situations.
• Demonstrate attention to detail.
• Multi-task, teach and deliver high levels of customer service.
• Exhibit integrity (honesty and truthfulness) and take full responsibility for own actions.
• Provide direction to associates and treat all associates and guests in a respectful manner.
• Ability to approach guests, initiate conversation, and actively connect with others.
• Ability to be energetic and take initiative.