Hotel General Manager

The Award Winning Hampton Inn & Suites Chapel Hill/Carrboro downtown is seeking a General Manager.

Job Purpose:

The General Manager’s role is to successfully manage the overall operations of the hotel as well as to demonstrate excellent leadership skills. The General Manager must be able to ensure hotel profitability, maintain superior customer service standards, properly maintain the company asset and instill in others the ability and confidence to succeed.

Duties and Responsibilities

Business Development

• Stay current with industry trends and monitors strengths and weakness of competition.
• Explore new business opportunities.
• Develop business plans designed to maximize property customer satisfaction, profitability, and market share.
• Ensure property business plans are aligned with company and brand business strategies.

Sales & Marketing

• Work closely with the Sales & Marketing team to develop revenue generating strategies for property.
• Identify new business leads, develop tailored sales approach, and actively pursue leads with Sales & Marketing team.
• Ensure sales and marketing strategy is aligned with brand strategy and is effectively executed against established goals.
• Ensure ease and quality of guest booking with sales team.

Team Management

• Create a cohesive and high-performance management team that continuously strives for positive results and improvement.
• Coach the management team by providing specific feedback and hold them accountable for performance.
• Create learning and development opportunities for team members.
• Create and effectively execute development plans for both direct reports based on their individual strengths, development needs, and career aspirations.
• Ensure that all managers are executing developmental action plans for their direct reports.
• Identify needs to strengthen property team.
• Actively support the staffing process.
• Ensure effective work processes, systems and teamwork are in place to maximize individual and overall hotel performance.

Brand Champion

• Serve as a passionate brand advocate and ensures that the intent of the brand is reflected through the guest experience.
• Communicate a clear and consistent message regarding hotel and brand goals to employees, hotel leadership team, and owners.
• Serve as a role model by demonstrating exceptional work ethic and service delivery for all team members.
• Champion change.
• Inspire and motivate team to achieve “service excellence”.

Financial Analysis

• Review business related data such as market share, financial performance, inventory, employee engagement, and customer satisfaction.
• Ensure property operates within budgetary guidelines to achieve profit margin goals.

Human Resources

• Ensure all team members are treated fairly, and with respect.
• Build rapport with team members by fostering an environment of open communication (open door policy).
• Ensure pay and benefits are appropriate for labor market.
• Celebrate the success of team members.
• Works with HR to control team member turnover.

Revenue Management

• Work with Revenue Manager to develop effective pricing strategies.
• Identify ways to grow occupancy, REVPAR and market share.
• Actively participate in all weekly RevPar meetings.

Owner Relations

• Build strong rapport with ownership group through proactive and on-going communications.
• Keep owners informed of brand initiatives and guest experiences.
• Provide owners with in-depth analysis of hotel performance, to include guest, financial and team members stats.
• Manage an effective balance between owner interests and Franchise interests and develops solutions that create value for both.
• Develop and effectively promote ideas for improving hotel service and profitability to ownership.

Guest Relations

• Interact with guests on a frequent basis to obtain feedback about their experience.
• Utilize guest feedback to recognize outstanding team member service performance and improve service delivery.
• Emphasize and hold leadership team accountable for addressing service failures or potential service failures, and for developing innovative ways to exceed guest expectations.
• Anticipate the needs of large groups or high profile guests in order to deliver flawless service.

Company/Brand Policies & Procedures

• Ensure property compliance with legal, safety, operations, labor, and brand product and service standards.
• Conduct routine quality assurance audits with specific departments.
• Hold management team accountable for performing audits on a regular basis.
• Conduct detailed walk-throughs to ensure building, public areas, kitchen, and grounds are well-maintained, safe, and meet or exceed guest expectations.
• Ensure that team members are properly trained and are performing to meet company/brand standards.

Job Requirements

Full Service and Marriott Experience is a Must.

Qualifications

• Four year college degree, preferably in Hotel Management.
• At least 2 years General Manager experience in similar size property.
• Strong analytical and computer skills.
• Well organized, detail oriented and excellent follow up.
• Excellent communication skills both internally and externally.
• Ability to adapt to an ever changing environment.
• Must have a proven track record of motivating associates to meet and/or exceed goals and to provide the highest quality of service to our guests.
• Comprehensive understanding of budgeting and forecasting, P&L analysis, RevPar, DayStar.
• Demonstrate the ability to mentor and develop team members.
• Able to professionally handle progressive disciplinary action.
• Willingness to work flexible hours to include weekends, holidays and late nights.
• Maintain a professional appearance at all times.
• Able to multitask and work in a fast paced environment.

*and any other job function deemed appropriate by corporate*