General Manager - AC Hotel by Marriott

Oversee all aspects of property management in accordance with our company’s policy, established procedures, brand standards, and mission statement. The General Manager will assume the responsibility of improving our level of service to enhance profitability of our hotel which includes maximization of financial performance, guest satisfaction and staff development within established quality standards. (S)he oversees all hiring, training, development, and discipline of congenial, efficient, and effective team members. Promotes sales activity to maintain and increase occupancy and average daily rate (ADR) while maintaining the property in an efficient and cost-effective manner maximizing guest satisfaction and profitability.

Professional Experience

Bachelor’s degree in Hospitality Management or similar degree or an equivalent combination of education and experience

Hotel operations experience to include knowledge of all applicable laws, ordinances, regulations, and requirements of federal, state, and municipal authority

Certified Hospitality Administrator designation (preferred)

2 years or more in Hotel Management Operations experience

Knowledge of government relations regarding hotel operations (preferred)

Essential Functions

Direct the day-to-day activities of the hotel establishment; supervise direct reports and indirect reports; perform supervisory responsibilities in accordance with the company policies, training programs, and applicable laws; plan, organize, and assign work as needed; develop and communicate strategies and goals; train and advise team of policies and procedures; responsible for recruiting, interviewing, hiring, and performance appraisals

Set performance expectations as aligned in the General Manager Standard Operating Procedures manual; ensures regular, on-going communication is communicated within all departments of the hotel establishment; create an operations environment that ensures consistent guest satisfaction; monitor the performance of the hotel establishment through verification and analysis of guest satisfaction tools and financial reports; continually communicate a clear and consistent message regarding departmental goals to produce desired results

Maintain product and service quality standards by conducting ongoing evaluations and investigating guests and employee complaints and providing resolution; develop long and short-term financial objectives that aligns with the company’s mission statement and objectives; prepare financial reports for executive leadership with clear and concise explanations pertaining to operational effectiveness, trends, and variances

Analyze current/potential market sales and trends; coordinate all activity to maintain and increase revenue and market share through added business volume and increase rate; ensure brand initiatives are implemented and communicate follow-up actions to team members as necessary; identify key drivers of business success and keep leadership focused on those considered most critical

Reinforce and maintain high standards of safety and cleanliness to ensure guest expectation is achieved; assist with emergency and security procedures if and when needed; promote good safety practices within the hotel establishment of team members and guest; establish and monitor preventive maintenance program to protect physical assets of the hotel establishment

Focus on building the hotel establishment top line revenue by assisting in the development of a sales and marketing strategy; provide input and support overall sales strategy; provide recommendation to meet yield and penetration objectives; develop strong community and public relations by participating in local events and sponsor events showcasing the hotel establishment

Perform other tasks as necessary or required to meet or exceed guest satisfaction

Wear hotel uniform per hotel standards; adhere to professional grooming standards

Guest Service

Maintains guest service as the driving philosophy of the hotel.

Personally, demonstrates a commitment to guest service by responding promptly to guests' needs with an interest and concern in satisfying every guest.

Ensures hotel staff, including all new hires are trained to meet service standards.

Develops added-value customer service programs regarding housekeeping services.

Can communicate to guests about hotel promotions, local attractions, and points of interest.

Empowers hotel staff to deliver great guest service by encouraging responsiveness to guests' needs.

Meets or exceeds hotel guest satisfaction measures.

Ensures hotel standards and services contribute to the delivery of consistent guest service.

Engage every guest in conversation and recognition

Resolve any guest issue immediately

Promote the hotel by demonstrating high level of positive attitude and energy to serve our guests

Take proactive approaches when dealing with guest concerns