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General Manager

Company: AccorHotels
Location: Durham
Posted on: September 12, 2020

Job Description:

As we all navigate through the economic and security consequences of these unprecedented times, Accor is closely following the Coronavirus disease (COVID-19) Pandemic, and implementing processes that promote the safety and well-being of our employees, whom we call Heartists®, as well as our candidates, guests, customers and communities.

What we are going through is some place we have never been before and we hope with all of our hearts for the rebound - we will get through this together.

To learn more about Accor’s response, visit our Group website: https://group.accor.com/en  Job Description

Title: General Manager

Reports To: Chief Operating Officer

General Purpose:  The General Manager is responsible for the overall management of the operation of the hotel including profitability, guest service, product quality, overall cleanliness and maintenance of the property. Operation of the hotel will be within the framework of the approved 1) annual budget, 2) annual marketing plan, 3) annual capital expenditure plan, 4) annual wage plan, and always within the framework of all Company policies and procedures. The General Manager works in conjunction with F&B Director to lead the property.

Specific Responsibilities:

Executive Committee

Leads the property Executive Committee, in collaboration with the F&B Director, utilizing a participatory style. Be readily available and effectively communicate with each member, coordinate the operation of each individual's department and special projects, and assist with identifying problems and solutions. Guide the committee in addressing problems and opportunities in order to best serve the financial interests of the property.

Operating Budget

Develop an annual operating budget, which serves as an operating plan and defines required levels of achievement. Ensure achievement of the annual budget in revenues, costs, and profits through accounting diligence, expenditure controls, and proficient accounting practices.

Departmental Objectives

Follow up to ensure successful implementation and follow-through and take corrective action in the event of failure to meet assigned objectives.

Sales Management

Maintain an ongoing awareness of property's progress toward meeting revenue objectives and ensure challenges & opportunities are addressed appropriately.Regularly review sales plans and sales activities, room night productivity, group & banquet pace reports, and lost business reports.

Assess individual and property performance, provide guidance and take corrective action as needed.

Ensure designated sales & marketing reports are complete and submitted to the corporate team on or before the monthly due date.

Should a significant, ongoing revenue shortfall occur, the GM will take corrective action in addition to increasing personal participation in direct sales efforts.

Along with DOSM and Revenue Director, participate in weekly Yield/RevMAX meetings and evaluate rates & strategies for 30-60-90 days out including a review of group cut-off dates, prospective group business, historical data, and comp set rates. Along with the team, determine a revenue strategy that will best position the hotel for increased business. In addition, ensure price adjustments occur on a timely basis.

Participate in sales team meetings, meet key account contacts, and be present to welcome key account site visits.

Participate in the creation & execution of ongoing property marketing initiatives. When possible, attend bi-weekly brand-property marketing calls and participate in the development of creative marketing initiatives.

Ensure all relevant details including upcoming property marketing needs are kept up to date in the brand marketing calendar and are complete on or before the monthly due date.

Oversee the development of annual sales and marketing plan and monitor implementation of action steps outlined in the SSP document.


Monthly forecasting of operating teammate and cost expenditures. Business planning in line with forecasted sales and costs, including guidance to department heads.

P & L Statement Critique

Review financial statements monthly in order to correct problems, ensure spending is in line and to plan for future business. Review and approve all expenses in "other expense" categories in all departments. Regularly review all major expenses to ensure that expenditures are thoughtfully dispersed.

Teammate Relations

Develop a high level of "We Say YES," and loyalty to the hotel and to the company in order to reduce turnover and increase employee morale. Communicate, counsel and assist with teammate development. Be visible and available to all hourly personnel in accordance with the Company's open door policy. Attend monthly department employee meetings whenever possible.

Teammate Evaluation

Conduct performance appraisals and personal development plans for management teammate. Identify substandard performance of individual managers and outline improvement action, including taking corrective or disciplinary measures.

Teammate Hiring

Ensure level of experience, knowledge and ability to meet job requirements of all hotel management.

Cost Controls

Review controls and ensure adherence at all times in order to protect the hotel's property/assets.

Wage and Salary Administration

Review all wage and salary increases assuring compliance with wage scales and compensation philosophies as outlined by the Company.


Personally inspects guest rooms, public areas, back of house on a regular basis. Ensure that written lists of corrective actions, required for implementation by housekeeping, maintenance and operating departments are developed.

Guest Service + Communication

Demonstrate through leadership and example a friendly, courteous, service-oriented, "We Say YES" approach to guests that is expected from all hotel employees. Establish and implement guest service standards for all departments, periodically reviewing and identifying problems and corrective actions.

Respond to guest feedback through our guest survey portal and online reviews.

Property Maintenance

Ensure that an on-going program is followed in regular repair and upkeep of the facility, landscape and equipment by developing and implementing a preventive maintenance program.


Maintain credit policies for Front Office, Sales and Catering. Attend credit meetings and assist with developing action plans, supervise collection of major accounts, review aging reports and approval of write-offs.

Front Office Management

Regularly review Front Office results in order to maximize room revenue. Identify problem areas and initiate solutions.

Community Relations

Represent the hotel within the local community, positioning the hotel as a good corporate citizen that is involved and supportive of community affairs.

Policies and Procedures

Ensure that all Company policies and procedures are fully implemented throughout the hotel.

Comply with property management agreements.



Possess advanced knowledge in the following areas:

Sales and marketing for rooms and events.

Hotel accounting principles.

Hotel maintenance and repair.

Hotel housekeeping and general cleaning.

Personnel management.

Front office procedures.

Yield management revenue.

Hotel safety and security.

Work Experience


Demonstrate advanced proficiency or exceptional skill in the following areas:

Excellent written and verbal communication.

Planning financial strategies, delegating responsibilities to others.

Directing others at various professional levels.

Identifying and developing talent.

Identifying and solving problems.

Prioritizing and coordinating multiple projects simultaneously.

Evaluating and resolving complex situations.

Leading the teammate of the hotel utilizing a management style based in a participatory team approach.

Meeting and greeting guests and employees.

Inspecting rooms, all public areas and exterior of facility.

Soliciting potential business.

Using general office equipment, including computers.

Utilizing general office procedures.

Be willing to get your hands dirty and be a jack-of-all-trades, when necessary.

Must pass a background check.

Education/Formal Training:

Bachelor's degree.


Minimum experience 3 years as General Manager or 5 years as Assistant General Manager at a similar size and type of hotel.

Extensive experience with hotel sales and marketing.

Extensive experience with revenue management.

Travel Requirements

As needed.


Benefits include health/vision/dental/life insurance, paid time off, 401(k), and parental leave.

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Keywords: AccorHotels, Durham , General Manager, Other , Durham, North Carolina

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