General Manager

Company Description:

At Auro Hotels, we strive to be a beacon of excellence in hospitality. Auro Hotels began in 1973 as JHM Hotels, opening Sunset Motel in California. Today, we have grown to a full-service hotel provider, operating properties in the US and India. Our people make us a different kind of hospitality company. We have earned a reputation for excellence in everything we do, but our purpose is greater than our day-to-day business. We seek to elevate the experience of our guests, associates, owners, and communities every day.

Headquartered in Greenville, SC, with additional offices in Atlanta, Georgia and Surat, India, Auro Hotels has developed, owned, and operated hotels for 47 years. Employing more than 2,000 hospitality professionals, the company currently owns and operates 33 hotels with over 6,450 guestrooms, operating under such well-known brands as Marriott, Hilton, and Hyatt. We invite you to explore Auro Hotels.

Job Purpose

The purpose of the General Manager is to ensure the success of the hotel, meeting or exceeding planned objectives for revenue and profit, and ensuring guest satisfaction, associate satisfaction and product quality standards are met. The General Manager manages all areas in accordance with AURO Hotels and franchise standards to achieve a friendly atmosphere of superior guest service and product quality. Provides exemplary performance for staff to follow.

Supervisory Responsibilities

Directly or indirectly supervises associates and/or supervisors. Carries out supervisory responsibilities in accordance with the organization's policies, procedures and applicable laws. Responsibilities include but are not limited to:  interviewing, hiring, and training associates; planning, assigning, and directing work; appraising performance; rewarding and disciplining associates; addressing complaints and resolving problems.

Major Responsibilities

• Ensures that each Guest receives outstanding Guest Service by providing a Guest friendly environment which includes greeting and acknowledging every Guest, maintaining outstanding standards, solid product knowledge and all other components of Guest Service.
• Empowered to guarantee total guest satisfaction, display hospitality and professionalism to our guests at all times, take pride in representing AURO Hotels professionally with our guests and assuring that all transactions with guests are handled in a legal and ethical manner.
• Understands and apply all property safety and security procedures to maintain a secure and safe environment for associates and guests at all times. In the event of an accident or emergency, gets medical attention if necessary and contacts the GM or Human Resources immediately.
• Maintains a favorable working relationship with all company associates to foster and promote a positive working environment.

Essential Job Functions

• Responsible to meet expectations in the areas of Profit Management, Guest Services, Marketing and Sales Management, Human Resources Management, Asset Management, and Safety and Security Management as noted below:

Profit Management

• Meets or exceeds budgeted profit and margin for hotel.
• Accurately forecasts revenues/expenses.
• Prepares annual budget that accurately reflects the hotel's business plan.
• Anticipates revenue/cost problems and manages the timing of discretionary expenditures to stabilize cash flow.
• Analyzes financial and operating information on ongoing basis to adjust business plans, labor requirements and operating costs.
• Ensures hotel staff is trained in financial control procedures for cash vouchers, inventories and receivables, and that these procedures are regularly followed.
• Knows the hotel's demand segments and sources of business for each.
• Knows the principal competition for each demand segment and can take advantage of the hotel's relative strengths against each.
• Identifies major revenues and expense opportunities and possible problems.
• Accurately forecasts occupancy changes based on the changing market conditions (e.g. increased competition).
• Translates business plans into action and manages those actions toward the achievement of revenue and cost objectives.

Guest Services

• Maintains guest service as the driving philosophy of the hotel.
• Personally demonstrates a commitment to guest service by responding to guest needs.
• Is committed to making every guest a satisfied guest.
• Ensures all hotel staff, including new-hires, know all components/features of our guest service guarantee and are trained to meet service standards; develops added-value customer service programs.
• Empowers hotel staff to deliver guest service by encouraging and rewarding responsive guest assistance.
• Ensures hotel standards contribute to the delivery of consistent guest service.

Marketing and Sales Management

• Can reposition the hotel as needed, upon management's approval.
• Develops and implements marketing and sales plans based on demand segments and to maximize REVPAR.
• Knows why competitors are successful in each demand segment and directly markets/sells against them.
• Ensures that marketing and sales plans are appropriate for each sales period, including special plans to maximize room revenue during forecasted low occupancy.
• Coordinates advertising, public relations, and promotional programs.
• Knows key accounts and actively "sells" through sales calls, property tours, etc.

Human Resources Management

• Manages human resources functions including recruiting, selection, orientation, training, performance planning and evaluation, pay and reward programs to maintain a qualified work-force.
• Maintains a positive, cooperative work environment between staff and management.
• Emphasizes associate selection, training and development as a way of doing business.
• Ensures all hotel associates know hotel objectives.
• Ensures personnel files are accurate and comply with both local and Federal laws and regulations.
• Administers personnel policies fairly and consistently.
• Resolves associate grievances in a fair and timely way.
• Helps to develop management talent by acting as a mentor for direct reports.
• Ensures training objective and development plans are completed.
• Monitors and maintains acceptable turnover levels.
• Performs all performance appraisals as required for direct reports.

Asset Management

• Maintains physical product standards by managing preventive maintenance programs and by scheduling deep-cleaning activities.
• Ensures associate involvement in preventive maintenance programs.
• Protects the interests of the hotel during capital projects.
• Coordinates capital projects within budget, on time, and with minimal disruption to the guests.
• Has acceptable property quality audits.
• Personally conducts a weekly property audit with the hotel's maintenance worker and Executive Housekeeper.
• Periodically inspects rooms, building exterior, parking lot, etc.

Safety and Security Management

• Knows local health and safety codes and regulations that apply to the hotel.
• Understands and implements "Right to Know" laws.
• Recognizes and corrects potential safety hazards such as broken doors or railings, fire hazards, etc.
• Recognizes and corrects potential security problems such as locking doors after hours, etc.
• Understands and follows policies and procedures for the hotel's key control system and ensures others are trained in same.
• Uses ongoing safety training to minimize worker's compensation claims.

Other Duties and Responsibilities 

• Complies with Company Standards of Service as outlined for AURO Hotels.
• Projects a favorable image of AURO Hotels to the public at all times.
• Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position.
• Treats guests, vendors, customers and co-workers with professionalism and respect at all times.
• Completes Departmental, AURO Hotels and Brand standards training as assigned.
• Maintains a clean and neat appearance at all times. 
• Must be able to work flexible work hours/schedule including evenings, weekends and holidays.
• Nothing in this job description restricts management’s right to assign or reassign duties, work hours and/or responsibilities for this job at any time.

Experience/Education

College degree in Hotel Administration preferred; 2-3 years' hotel management experience or equivalent combination of education and experience in hotel of similar size. Must speak, read, and understand English. 

Auro Hotels is an Equal Employment Opportunity and E-Verify Employer. All applicants are subject to background and substance abuse screening prior to any offer of employment .