Hotel General Manager

Americana Conference Resort and Spa - Niagara Falls, ON (30+ days ago)

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Position Summary: The General Manager is a hands-on leader who provides day-to-day leadership and direction by maximizing financial returns, drives the development of people, creates and maintains a unique guest experience, executes standards and builds awareness of hotel in the local community.

Primary Responsibilities:

  • Has exceptional knowledge of all aspects of the resort operation, specifically within food and beverage and guest services.
  • Has a strong business and financial acumen, understanding of marketing and sales, rooms and yield management, guest service and satisfaction, and human resources.
  • Provides and ensures the highest level of customer service for all customers and guests.
  • Exemplifies professional standards, communications, ethics, practice/work habits, productivity and outstanding results to staff, guests and owners.
  • Plans, coordinates and controls the operation of the hotel and resort.
  • Implements the business and operating budget plans to ensure an ongoing basis for optimum guest satisfaction, sales potential and profitability.
  • Monitors all aspects of the operation including business components, such as revenues, food cost, labour cost, supply costs and ensure cost controls are in place, noting variances to budget and reduction in waste, with actions to be taken.
  • Develop, implement and evaluate policies and procedures for the general operation of any department and/or the resort.
  • Ensure that all employees and department heads adhere to hotel policies, procedures and safety regulations.
  • Weekly and monthly forecasting of business volumes for operating departments.
  • Prepares financial reports for ownership and management that clearly explain operational effectiveness, trends and variances.
  • Maintains product and service quality standards by conducting ongoing evaluations and investigating complaints; initiates corrective action.
  • Establishes and maintains effective internal communications including regular department head meetings to ensure optimum teamwork and productivity.
  • Provides leadership to the departments, communicates goals and objectives, inspires, empowers and engages employees to achieve these goals.
  • Provides training, mentoring, coaching and feedback to support the ongoing development of leaders within the operating departments.
  • Addresses and takes responsibility for all guest concerns and deals effectively and efficiently with follow up on concerns.
  • Provides leadership, motivation and training for managers and staff including creating and/or assisting with department incentive programs.
  • Implements and maintains an effective open-door communication system that crosses departmental lines in order to reach all employees.
  • Makes recommendations including but not limited to budget creation, marketing strategies, price lists, rate structures, equipment, supplies and services etc.
  • Participates as necessary with Human Resources in staff recruitment, training and development, and retention.
  • Understands the government regulations affecting hotel operations, ensuring hotel is operated in compliance with all applicable laws, ordinances, regulations, and requirements of any federal, provincial or municipal authority.
  • Performs personnel procedures consisting of coaching, discipline, terminations and conducting performance evaluations in a timely and fair manner.
  • Has strong working knowledge of the Employment Standards Act, 2000, Occupational Health and Safety Act, Human Rights Code.
  • Ensure all safety regulations are implemented and followed in accordance with the Ontario Occupational Health & Safety Act.
  • In conjunction with Human Resources, responds to department concerns in a timely and professional manner.
  • Inspects property on a regular basis and enforces the implementation of actions to wards the safety, comfort, cleanliness and maintenance standards.
  • Professionally represents the resort and departments at all times.
  • Follow owner’s guidelines in the overall function of the resort.
  • Performs such additional duties, such as hotel Manager on Duty that may from time to time be required in order to fulfill the obligations of the Americana.

Professional Qualifications:

  • Completion of post-secondary education in Hospitality or Hospitality Management or related field.
  • A minimum of 4-6 years’ experience in hotel general management with proven success in team leadership.

Personal Qualities:

  • Strong knowledge of revenue management in a hotel environment.
  • Exceptional customer service skills and the ability to work cohesively as part of a team.
  • Proven experience with scheduling and budgeting.
  • Strong leadership, organizational and time management skills.
  • Excellent communication skills, both verbally and in writing, and listening skills.
  • Strong interpersonal skills and the ability to establish and maintain working relationships with Team Members, customers, and other association representatives while maintaining an objective perspective of the issues at hand.
  • Strong analytical, problem solving and decision-making skills.
  • Strong multitasking skills and be able to work under pressure in a dynamic, fast-paced environment.
  • Ability to work a flexible schedule including evenings, weekends and holidays.

The Americana Conference Resort & Spa is an equal opportunity employer committed to inclusive, barrier-free recruitment and selection processes and work environments. We will make reasonable accommodations for the needs of applicants under the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA) throughout all stages of the recruitment and selection process. Please advise the Human Resources Department to ensure your accessibility needs are accommodated throughout this process.

Job Type: Full-time


  • previous hotel general management: 4 years (Preferred)
  • food & beverage management: 2 years (Preferred)


  • Niagara Falls, ON (Preferred)


  • English (Preferred)