General Manager

Gideon Toal Management Services • Tulsa, OK, United States • $200k - $250k / year • 1m ago

JOB DESCRIPTION

The description below is designed to indicate the general nature and level of work performed by team members within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications, which may be required of team members assigned to this job classification.

The work of the General Manager includes: working within established corporate policies and procedures to achieve customer satisfaction, company standards of quality and safety, through quality customer service, communication and general problem solving, as well as coordinating administrative and operational activities of assigned team members. In addition, the Assistant Manager 1 shall perform a full range of bartender, concierge and customer service duties in support of company and customer operations. The General Manager will have proficient knowledge of all operational policies and procedures and the general management of all positions. The General Manager may be assigned additional duties by the Director of Operations or the Regional Manager. The duties of an Assistant Manager 1 include but are not limited to:

Ability to perform all duties and requirements of Customer Service.
Interacting with airline/airport passengers via a first class or premier clubroom/bar environment.
Coordinate and deliver local training programs.
Verify time cards, produce and submit payroll reports. Correct internal errors prior to the end of the applicable pay period.
Support and communicate corporate or local level changes, confirming the understanding of team members through professional and courteous communication.
Motivate and maintain positive team morale through recognition and positive reinforcement.
Respond to common inquiries and complaints from customers.
Address complaints and resolve local customer and team member challenges.
Accurately complete and monitor local licenses and certificates, inventory, and audit reports to ensure corporate compliance.
Coordinate with corporate vendors to reorder liquor and food inventory.
Research and resolve service issues requested by the customer.
Monitor paperwork to observe assigned team members' technical accuracy and conformity to federal, local law as well as Company policies and procedures.
Maintain neat work environment and passenger seating area including all areas of the clubroom.
Restock snacks, coffee, cups, glasses, ice, etc. in all service areas.
Perform administrative tasks as required.
Perform tasks safely and according to established procedures to prevent personal injury, injury to others and avoid damage to the environment, facilities, and equipment.
Direct the activities of up to 50 team members.
Continuously train and develop assigned team members.
Prepare work schedules and expedite workflow.
Issue written and oral instructions to assigned team members.
Issue written and oral discipline to assigned team members.

The General Manager reports directly to the Regional Manager as applicable by location.

JOB REQUIREMENTS

High school diploma or GED is required. Five years previous customer service or hospitality experience and/or training, or equivalent combination of education and experience preferred. Proficient PC skills required including Microsoft Office Suite, including Email and Excel. Must be at least 18 or 21 years of age as applicable by state law. Must be able to handle multiple tasks at once as well as possess excellent interpersonal skills in order to communicate effectively to customers and passengers in a friendly and professional manner. Knowledge of and experience in general office/document administration. Able to work rotating shifts including weekends (i.e. Friday, Saturday and Sunday), holidays and days off. Ability to read, write, fluently speak and understand the English language.

ESSENTIAL JOB FUNCTIONS

Must be able to perform the following essential duties complying with company standards:

Ability to cooperate with peers, customers, and supervisors of diverse nature who may hold divergent views.
Read, analyze, and complete documents for compliance such as the Alcohol Management Certification, Liquor License requirements, month-end customer audits, professional journals, safety rules, operations and internal policy and procedure manuals.
Pass and maintain all necessary licenses and certifications including, but not limited to, state liquor seller-server certification (TIPS/TABC) and state/local health department food handler certification.
Must be able to stand during entire scheduled shift.
Ability to handle the stress of a fast-paced work shift up to ten (10) hours.
Ability to speak effectively in one-on-one and small group situations before customers or Company team members.
Ability to read and interpret basic documents, and comply with all company policies and procedures.
Add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals.
Ability to compute discounts and percentages.
Motivate assigned team members to achieve desired results.
Ability to solve practical problems and deal with a variety of passenger/customer issues.
Ability to interpret instructions furnished in written, oral, diagram, or schedule form.
Ability to bend, climb up/down, crouch, hear, kneel, reach, speak, stand, turn, twist, walk.
Must be able to lift 40 pounds, 40 inches high without the aid of another person.
Must be able to push and/or pull 120 pounds with the assistance of a wheeled cart.
Ability to perform tasks safely and according to established procedures to prevent personal injury, injury to others and avoid damage to the environment, facilities, and equipment.
Ability to follow all lawful safety, health and liquor rules and regulations.
Personal appearance and grooming that will present a favorable corporate and customer image.
Must be able to pass and obtain security background check and clearance to work in airport environment.