General Manager

Works with all management staff and the marketing and operational departments to develop and produce the most outstanding and seamless entertainment and resort experience in the world. Responsible for the overall operating performance, guest satisfaction, and financial results for the property. Plans, organizes, directs and coordinates the operations of all Rooms Division, Star Service, Catering and Conference Management, and Food and Beverage departments in accordance with Loews Hotels Star Service Standards and corporate budgetary and profit guidelines. Oversees all hotel Food and Beverage promotion to establish the hotel as the preferred provider of locally catered social events. Directs and actively participates in all Loews Hotels Good Neighbor Programs in the surrounding community.

Job Specific

• Work with the Executive Committee including the Director of Rooms, Director of Food and Beverage, Director of Conference Services/Catering and Destination Services, Director of Human Resources, Director of Sales and Marketing, Director of Engineering, Controller, and the Executive Chef to develop annual goals and operational objectives
• Work with the hotel department managers and their department heads to establish goals and objectives that coordinate with the overall resort wide goals and objectives
• Coordinate the operations and activities of the above departments to ensure synergy within the resort to reach financial performance and guest satisfaction objectives
• Evaluate changes in guest needs, the hotels guest mix, and industry and competitive trends to recommend appropriate product/service and operational changes to be made to ensure guest and employee satisfaction, and to maintain market dominance and exceptional financial returns
• Develop annual hotel operating budget with the involvement of Director of Operations, Controller, and Sales and Marketing Director
• Monitor and maintain hotel financial performance within approved budgetary guidelines
• Responsible for the profit performance of stated hotel departments
• Responsible for overall hotel guest satisfaction, setting goals to achieve specific objectives
• Responsible for overall resolution of guest problems or complaints
• Develop annual capital expenditure plans
• Work closely with the Director of Operations and the Controller to achieve all support services and related goals
• Actively participate and promote staff involvement in community and service projects through Loews Good Neighbor program
• Demonstrate and promote teamwork among all management and staff
• Promote and ensure a clean and safe work environment
• Coordinate all hotel security efforts with the Security team to ensure the safety of all hotel guests and employees
• Coordinate all hotel emergency evacuation activities, directing the activities of the hotel Emergency Response Team
• Other duties as assigned

General

• Ensure adherence to New Hire Training Program and ongoing Star Service Training in accordance with hotel standards
• Interview, train, praise, coach, counsel, and discipline according to Loews Hotels standards
• Notify Vice President of Operations and/or Organizational Planning Committee promptly and fully of all appropriate problems or unusual matters of significance
• Is polite, friendly, and helpful to guests, management, and employees
• Promotes and applies teamwork skills at all times
• Attend all appropriate hotel meetings and training sessions
• Execute emergency procedures in accordance with hotel standards
• Comply with all safety regulations and procedures
• Comply with all hotel policies, standards, and rules
• Remain current on all hotel information and changes

Qualifications

• Minimum five years experience as General Manager of a four-star/four-diamond city-center property
• Bachelor degree in Hospitality Management or related field
• Progressive experience managing within a unionized labor environment
• Excellent planning, organization, and guest services skills
• Outstanding leadership and communication abilities
• Proven track record in the hotel industry demonstrating achievement of outstanding profit and guest service related goals
• Able to push, stand, stoop, bend, and lift items weighing up to 25 pounds repetitively
• Able to work a flexible schedule, including weekends and holidays

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Loews Hotels Benefits