Summary Scope of Role

Primary Responsibilities

• Lead, direct, and manage all hotel operations, including budgeting and forecasting, strategic planning, service initiatives, performance management, and compliance with company policies and standards.
• Oversee and direct all sales and marketing initiatives.
• Ensure guest and associate satisfaction levels are maintained or exceed acceptable levels.
• Monitor and develop team member performance, particularly with department heads, through supervision, professional development, scheduling, counseling, evaluations, and recognition.
• Recruit, interview, and train team members as needed.
• Oversee service quality, operational efficiency, guest satisfaction, standards compliance, and service and financial measurements.
• Identify operational performance, productivity, and efficiency gaps and implement measures to correct deficiencies.
• Serve as the primary liaison with hotel owners and corporate entities.
• Foster a positive, collaborative, and service-oriented culture where every team member feels ownership of the guest experience.
• All other duties as assigned.

Secondary Responsibilities

• Conduct property orientation for associates at all levels to enhance professionalism, responsiveness, and guest service quality.
• Develop and implement an operations strategy to ensure IDM Hospitality’s operational standards are consistently met throughout the hotel.
• Lead the annual business planning and budgeting process.
• Collaborate with IDM Hospitality in recruiting and onboarding associate positions as required.
• Engage in human resource development activities aimed at team building, coaching, and mentoring to increase guest and associate satisfaction and reduce turnover.
• Perform all other duties as assigned.

Supervisory Responsibilities

• The General Manager reports to the Director of Operations for IDM Hospitality. This role will have direct oversight of all department heads on property and indirect oversight responsibilities of all employees.

Experience and Education

• Associate's degree from an accredited university in Business Administration, Hotel and Restaurant Management, or a related field;
  
  • 6+ years of hands-on experience in guest services, front desk, housekeeping, sales and marketing, or management operations.
• Bachelor's degree in Business Administration, Hotel and Restaurant Management, or a related field;
  
  • 4+ years of hands-on experience in guest services, front desk, housekeeping, sales and marketing, or management operations.

Competencies / Skills / Abilities

• Must be able to speak, read, write and understand the primary language(s) used in the workplace.
• Advanced computer skills required.
• Knowledge of and ability to use Microsoft applications (Outlook, Excel, Word, etc.).
• Excellent verbal and written communication skills.
• Knowledge of computer accounting programs, math skills as well as budgetary analysis capabilities.
• Ability to manage sensitive and confidential information with discretion.
• Ability to participate in (and lead when necessary) all departmental and hotel-wide meetings.
• Hands-on, floor-level leadership of the team. Present and visible across the hotel and restaurant, not managing from behind a desk.
• Driving associate experience to meet or exceed employee satisfaction benchmarks.
• Delivering guest experience to meet or exceed guest satisfaction expectations through personal, relationship-driven service (knowing guests by name, engaging in the restaurant, and creating moments that reflect the character of the property).
• Collaborative partner with ownership, the IDM Hospitality team, and department heads as a true team player, building consensus and sharing credit.
• Actively building and maintaining relationships within the Dubuque community, such as local businesses, organizations, and neighbors, to position the hotel as a genuine community anchor.
• Creating and implementing a cohesive Hotel Business & Marketing Plan, including P&L, direct sales, advertising, marketing, PR, revenue management, e-commerce, online reputation management, hotel F&B, and hotel programming.
• Driving RevPAR, RevPAR index, and revenue per guest.
• Enhancing the Food & Beverage experience, if applicable.
• Driving gross operating profit, flow-through, and NOI per key.

Technology Systems

• Proficiency with a Property Management System (PMS) such as Opera, Maestro, or equivalent is required.
• Experience with revenue management software (e.g., IDeaS, Duetto, or equivalent) preferred.
• Familiarity with online reputation management platforms (e.g., TrustYou, ReviewPro) and OTA extranets preferred.

Travel

• Infrequent travel up to 20% for required meetings, conferences and/or trainings is required. Travel options will include car, train and/or airline travel along with possible overnight stays will also be required.

Performance Expectations

• Performance will be evaluated annually, with mid-year check-ins, against goals established collaboratively with the Director of Operations.
• Key metrics include RevPAR and RevPAR Index growth, Guest Satisfaction Scores (GSS/NPS), Associate Satisfaction and Retention, Gross Operating Profit (GOP) and NOI per key, and compliance with brand and IDM Hospitality operational standards.

Compensation and Benefits

• Competitive base salary commensurate with experience; performance-based bonus opportunity.
  
  • ~$100,000.00 to $120,000.00 base salary
  • 10% Annual Discretionary Bonus 
• Comprehensive benefits package including medical (ezICHRA – marketplace HRA), dental, vision, and other voluntary insurances (Guardian Life); 401(k) with company match; paid time off; and hotel industry discounts.
• Professional development and continuing education support.

Pre-Employment Screening Requirements

• Background Check
• Reference Check
• E-Verify

Licenses and Certifications

• ServSafe Manager Certification
• Alcohol Service Certification (e.g., TIPS or ServSafe Alcohol) required for properties with bar/restaurant operations
• Valid driver’s license (required for property visits and off-site meetings)
• CPR / First Aid / AED Certification (or willingness to obtain)
• OSHA 10-Hour General Industry Certification (or willingness to obtain)
• Certified Hotel Administrator (CHA) through AHLEI (or willingness to obtain)

Schedule Opportunities

• Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. 
• Full-Time, 40-50+ hours per week based on business need.
• Attendance at all scheduled training sessions and meetings is required.