General Manager

The General Manager reporting directly to the Chief Financial Officer, holds the responsibility for overseeing all day-to-day operations of the hotel. Working with the Leadership Team, they ensure the delivery of high-quality products and services across all operational areas, aligning with client expectations and the Hotelling contract. This role is directly responsible for the operational integrity and financial performance of all activities on-premises at the Hotel. This includes hiring and supporting colleagues, training, maintenance of the property, guest service, food and beverage oversight and overall financial health. The General Manager liaises and communicates on an ongoing basis with the client to ensure satisfaction and to make certain that operational adjustments are made as needs and expectations change. This position is located in the scenic Fraser Valley, offering a unique opportunity to engage with its vibrant community and natural surroundings.

Qualifications:

§ Thrives in a challenging, fast-paced environments where prioritizing and multitasking are the norm.

§ Energetic, outgoing, and maintains a positive attitude, committed to delivering exceptional customer experiences.

§ Detail-oriented, highly organized, and capable of meeting strict deadlines while effectively managing time.

§ Self-motivated, goal oriented, and possesses strong organizational and problem-solving abilities.

§ Maintains a polished and professional demeanor when interacting with guests and key personnel.

§ Must undergo a security background check.

Certification

§ Post-secondary degree in Hospitality Management.

§ Proficient in MS Office Suite (Word, Excel, PowerPoint, Access and Publisher).

§ Familiarity with Property Management systems (Maestro) and POS systems (Silverware).

§ Current BC Serving it Right certificate.

§ Current Food Safe Certificate.

Hospitality experience

§ 10+ years of experience in Hospitality Leadership, with a minimum of 5 years as a General Manager.

§ Demonstrated working knowledge of all departments within the hotel operation.

§ Experience in managing and monitoring contracted service providers.

§ Experience in dealing with or directly working with Government or associated agencies.

Hospitality Skills

§ Regularly connect with the team and Human Resources to review staffing needs, morale and disciplinary situations.

§ Manage oversight of project management for renovation or improvement projects.

§ Provide assistance in all operational areas as needed.

§ Ensure all hotel staff comply with operational and service standards, as well as hotel policies and procedures.

§ Assist in resolving guest complaints, booking and billing issues.

§ Familiarize with and monitor all standards to ensure enforcement.

§ Understand contractual expectations for all departments and ensure compliance or exceedance.

§ Daily monitor food service quality to ensure utmost customer satisfaction in dining services.

§ Conduct regular inspections of hotel rooms to maintain expected standards.

§ Monitor the hotel's physical properties, arranging repairs or replacement as necessary in accordance with contractor guidelines and procedures.

§ Pay close attention to detail and encourage and inspire all other department heads and frontline staff to strive for excellence in service delivery.

§ Possess a good working knowledge of accounting processes, cost control systems, budgetary tracking methods, human resource management and housekeeping practices.

§ Ensure a process is in place to address guest complaints or negative comments from internal and external surveys.

Leadership Skills

§ A professional appearance, demeanour, and attitude.

§ Strong leadership skills.

§ Flexible & Fluid: Able to adapt to changes in the work environment; manage competing demands; change approach or method to best fit the situation; deal with frequent change, delays, or unexpected events.

§ A proven track record of providing exceptional customer service.

§ The ability to adapt roles, responsibilities, priorities, and schedules effortlessly.

§ The ability to discern when to act independently, and when to consult with Senior Management

§ The ability to build strong relationships within the organization and key partners.

§ React and adjust to the changing business environment and lead a team in ensuring efficient financial management of the business.

§ Monitor and review daily revenues, labour costs and monthly profit and loss statements, analyze results and take action where needed

§ Provide hands-on leadership to execute and direct all operations with special attention to fiscal responsibility and exceptional guest experiences.

§ Conduct biweekly manager "huddles" to discuss challenges and opportunities, upcoming events and priorities.

§ Monitor staff morale on an ongoing basis and address potential issues that may arise.

Interpersonal Skills

§ Excellent Communicator: Demonstrates strong verbal and written communication skills, as well as interpersonal and follow-up skills.

§ Exhibits strong communication with guests, the client and all other onsite partners and contractors.

§ Forms strong positive working relationships with management personnel and senior management with a high focus on maintaining relationship with various layers of the client.

§ Diplomatic communicator with the ability to analyze a situation, task, or decision and weigh the benefits and drawbacks before taking next steps.

§ Creative in dealing with confrontations or conflict and produce a fresh strategy for solving issues.

§ Possess analytical skills and the ability to evaluate a situation, considering its advantages and challenges before taking action.

Operational Skills

§ Assist with recruiting and hiring new hotel staff to fill vacant positions.

§ Ensure succession planning is in place for all key leadership positions

§ Organizational skills to manage multiple tasks, attention to detail, and the ability to prioritize in a changing environment while meeting deadlines.

§ Strong financial acumen.

§ Provide hands-on leadership to execute and direct all operations with special attention to the quality of the guest experience in the F&B and Housekeeping areas.

§ Liaise, manage and communicate regularly with the Janitorial sub-contractor to ensure all contractual requirements in that area are being met.

§ Meet with managers and line team members regularly and conduct weekly one-on-one meetings with all department leaders.

§ Create annual operations and capital budgets in conjunction with the Controller and provide input by forecasting revenues, changes in operating expenses and labour cost.

§ Work closely with the Controller to manage the profitability of the hotel, overseeing revenue targets with high focus on operating within Client approved budget.

§ Ensure that the hotel meets all health, safety and security laws and regulations.

§ Properly communicate and ensure compliance with policies and procedures for human resources management.

§ Conduct wage surveys to provide input to the annual budget and to ensure that the hotel offers competitive wages.

§ Attend Health and Safety Committees and ensure the site remains safe for trainees/lecturers/guests/staff and that Contractor's personnel conform to Health and Safety Regulations while on-site

§ Chair the Hospitality Service Advisory Committee (HSAC) that is responsible for ensuring quality accommodation, food and lounge services.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor.

Job Types: Full-time, Permanent

Pay: $115,000.00-$130,000.00 per year

Benefits:

Dental care

Discounted or free food

Extended health care

Life insurance

On-site gym

On-site parking

Paid time off

Vision care

Flexible Language Requirement:

French not required

Supplemental pay types:

Bonus pay

Ability to commute/relocate:

Fraser Valley Regional District, BC: reliably commute or plan to relocate before starting work (required)

Education:

Bachelor's Degree (preferred)

Experience:

Hospitality: 10 years (required)

Language:

English (required)

Work Location: In person

Expected start date: 2024-09-01

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