General Manager

Holiday Inn Express-Broadway @ the Beach; Myrtle Beach (SC); Sur place; USD 90 000 - 150 000; Plein temps

Avantages offerts par ce poste

Competitive salary

Performance bonuses

Paid time off

Health coverage reimbursement

Bonus program

Employee discounts

Career development

Résumé du poste

Holiday Inn Express-Broadway @ the Beach is seeking a General Manager to lead all hotel operations, drive financial performance, and ensure exceptional guest experiences. This onsite role requires strong presence to uphold brand standards and foster a high-performing team across departments.

The GM will shape strategic direction, monitor KPIs, and collaborate with ownership to maximize occupancy, ADR, and guest loyalty while maintaining a positive work environment.

Qualifications

• Bachelor’s degree in hospitality management, business administration, or related field, or equivalent experience.
• Proven experience in hotel management or similar leadership role.
• Strong leadership and team management skills with ability to motivate diverse teams.
• Excellent financial acumen, budgeting, forecasting, and analysis.
• Exceptional communication and guest-service orientation.
• Strategic thinking with ability to manage multiple priorities in a fast-paced environment.
• Proficiency in hotel management software and reporting tools.

Responsabilités

• Oversee hotel operations across departments, including front desk, housekeeping, F&B, and maintenance.
• Lead, supervise, train, and mentor management team and staff.
• Develop and manage budgets; monitor revenue, expenses, and profitability.
• Ensure brand standards, quality audits, and guest service excellence.
• Recruit, hire, schedule, and develop staff; manage training compliance.
• Drive guest satisfaction, occupancy, ADR, and revenue growth.

Connaissances

Leadership

Financial management

Guest service

Strategic thinking

Communication

Hotel software

Formation

Bachelor's degree or equivalent experience

Outils

Hotel management software

Financial reporting systems

MS Office

Description du poste

JobSummary: The General Manager (GM) is responsible for the overall management and successof the hotel, ensuring that all aspects of operations run smoothly andefficiently. This role involves overseeing all departments, leading the hotel team, managing financial performance, and ensuring exceptional guest experience. The GM plays a key role in setting the strategic direction of the hotel and maintaining a positive work environment. This is an onsite role that requires substantial presence at the property to ensure operations meet brand standards. Ensure full compliance with all applicable brand standards, operational requirements, quality assurance programs, and guest service expectations.

Key Responsibilities

Operational Leadership

• Ensure the property consistently meets or exceeds all brand standards, audit requirements, and quality assurance expectations.
• Oversee the daily operations of the hotel, ensuring that all departments, including front office, housekeeping, food & beverage, and maintenance, meet or exceed established standards.
• Develop and implement operational policies and procedures to ensure consistency and efficiency across all hotel functions.
• Monitor daily operations to ensure guest satisfaction, operational efficiency, and adherence to hotel policies and standards.
• Conduct regular operational inspections and brand readiness reviews to ensure compliance with franchise standards, cleanliness expectations, service delivery, and operational procedures.
• Resolve any operational issues or challenges, working closely with department heads to ensure smooth operations.
• Collaborate with department leaders to implement corrective action plans related to brand inspections, guest satisfaction scores, and operational deficiencies.

Financial Management

• Develop and manage the hotel’s budget, ensuring financial goals are met and profitability is maximized.
• Monitor financial performance, including revenue, expenses, and profitability, and implement strategies to improve financial results.
• Review financial reports, including daily revenue reports, monthly profit and loss statements, and budget variances, to track performance and identify areas for improvement.
• Work with the sales and marketing team to develop and execute strategies for increasing occupancy, average daily rate (ADR), and overall revenue.

Staff Management and Development

• Lead, supervise, train, and mentor the hotel management team and staff, ensuring employees have the skills, resources, and support needed to perform effectively.
• Oversee recruitment, interviewing, hiring, onboarding, scheduling, and staffing levels to ensure operational coverage and labor efficiency across all departments.
• Develop and manage employee work schedules in alignment with occupancy levels, business demands, labor budgets, and operational needs.
• Ensure all required employee training assignments are completed in a timely manner, including brand standards training, safety training, harassment prevention, and other compliance-related programs.
• Monitor and maintain training compliance records and follow up with employees and department leaders regarding overdue or incomplete training requirements.
• Hold department leaders and staff accountable for maintaining brand consistency, service excellence, and adherence to franchise operational standards.
• Establish and maintain accountability standards for employee performance, attendance, professionalism, guest service, and adherence to company policies and procedures.
• Conduct regular performance evaluations and provide ongoing coaching, counseling, feedback, and development plans to support employee growth and operational excellence.
• Administer corrective action and disciplinary procedures consistently and professionally, including documentation of performance concerns, policy violations, attendance issues, and behavioral matters in accordance with company policy and employment laws.
• Foster a positive, inclusive, and respectful work environment that encourages teamwork, collaboration, engagement, and continuous improvement.
• Promote employee retention and morale through effective communication, recognition, and leadership presence throughout the property.

Guest Experience Management

• Ensure that all guest interactions are handled with the highest level of professionalism and courtesy, with a focus on delivering exceptional guest experience.
• Ensure guest experience delivery aligns with IHG, Hilton, and Marriott brand standards and service culture expectations, with a focus on guest satisfaction, loyalty program engagement, and service recovery excellence.
• Monitor guest feedback through surveys, reviews, and direct interactions, using insights to improve service quality and guest satisfaction.
• Address and resolve guest complaints and issues promptly, ensuring a positive outcome and maintaining the hotel’s reputation.
• Ensure that all guest rooms, public areas, and amenities are clean, well-maintained, and meet guest expectations.

Strategic Planning and Development

• Work with ownership and senior management to develop and execute the hotel’s strategic plan, aligning with overall business goals and market opportunities.
• Identify new business opportunities, including partnerships, special events, and other revenue-generating initiatives, to drive growth.
• Stay informed about industry trends, competitive landscape, and market conditions, adjusting strategies as needed to maintain the hotel’s competitive edge.
• Oversee capital improvement projects and property upgrades, ensuring they are completed on time, within budget, and to the required standards.

Compliance and Risk Management

• Maintain compliance with all franchise agreements, brand operational standards, quality assurance audits, and required reporting for properties.
• Prepare for and successfully manage brand inspections, quality audits, and property evaluations, ensuring timely resolution of identified deficiencies.
• Ensure departmental procedures, documentation, signage, and operational practices remain aligned with current franchise standards and updates.
• Ensure compliance with all company policies, employee handbook standards, wage and hour regulations, and applicable employment laws.
• Maintain accurate and confidential employee records related to scheduling, attendance, training completion, disciplinary actions, and performance evaluations.
• Conduct regular inspections of the property, identifying and addressing potential risks, maintenance issues, and safety concerns.
• Partner with Human Resources and ownership to address employee relations concerns, workplace investigations, policy interpretation, and compliance matters.

Other duties as assigned to meet the needs of the property.

Qualifications

• Bachelor’s degree in hospitality management, business administration, or a related field; equivalent experience may be considered.
• Proven experience in hotel management or a similar leadership role, with a strong background in operations, financial management, and guest services.
• Exceptional leadership and team management skills, with the ability to motivate and inspire a diverse team.
• Strong financial acumen and experience in budgeting, forecasting, and financial analysis.
• Excellent communication and interpersonal skills, with a focus on delivering exceptional guest service.
• Strategic thinking and problem-solving abilities, with the ability to manage multiple priorities in a fast-paced environment.
• Proficiency in hotel management software, financial reporting systems, and Microsoft Office Suite.

Working Conditions

• Flexible working hours, including weekends, holidays, and on-call availability for emergencies.
• May require long periods of standing, walking, and interaction with guests and staff.
• Ability to work under pressure and handle challenging situations with professionalism and poise.

Benefits

• Competitive salary and performance-based bonuses.
• Paid Time off & Holiday Pay
• Reimbursement for health coverage.
• Bonus program available.
• Employee discounts on hotel stays and services.
• Opportunities for career advancement and professional development.

The statements in this job description are intended to represent key duties and the level of work being performed. They are not intended to be ALL responsibilities of the job.

Crossroads Hospitality, LLC and its affiliates are Equal Opportunity/Affirmative Action Employers, and encourage women, minorities, individuals with disabilities, and protected veterans to apply.