General Manager

OVERALL RESPONSIBILITIES

The General Manager is responsible for the overall success of the Orlando Marriott Lake Mary, ensuring operational excellence, financial performance, and outstanding guest experience. This role requires a strategic leader who can drive revenue growth, elevate service standards, and foster a guest- and associate-focused culture. The GM will oversee all aspects of hotel operations, including rooms, food & beverage, sales, and finance, while ensuring compliance with brand standards and ownership expectations.

ESSENTIAL FUNCTIONS:

Leadership & Culture Development

• Champion a culture of excellence, leading by example and fostering an engaged, motivated team that delivers exceptional guest experiences.
• Drive employee engagement and retention by ensuring proper selection, training, motivation, and coaching.
• Conduct regular leadership meetings and ensure strong internal communication between departments.
• Maintain an open-door policy, promoting trust, transparency, and professional growth.

Guest Experience & Brand Compliance

• Uphold Marriott standards to ensure a consistently high-quality experience for all guests.
• Monitor Guest Satisfaction Scores (GSS) and online reputation, proactively addressing concerns and implementing service improvements.
• Ensure that guest feedback channels (e.g., surveys, online reviews, comment cards) are actively monitored and responded to promptly.
• Work closely with department heads to create memorable experiences for guests, particularly loyalty members and VIPs.

Financial & Revenue Management

• Develop and control the annual revenue and expense budget, working closely with department heads and ownership.
• Analyze Profit & Loss (P&L) statements, ensuring budgetary alignment and making necessary adjustments to operational procedures.
• Oversee labor management and cost controls to optimize profitability while maintaining service standards.
• Work closely with the Director of Sales & Revenue Management to develop strategic plans for maximizing occupancy, ADR (Average Daily Rate), and RevPAR (Revenue per Available Room).
• Ensure compliance with financial reporting and accounting best practices.

Sales, Marketing & Business Development

• Collaborate with the Director of Sales & Marketing to drive revenue through group business, transient sales, and F&B initiatives.
• Actively engage in key client and community relationships (e.g., Chamber of Commerce, CVB, corporate partners).
• Participate in sales calls and industry networking events to generate new business opportunities.
• Monitor competitive market trends and ensure the hotel’s positioning remains strong.
• Evaluate and approve corporate rate negotiations, promotional packages, and marketing strategies.

Operations & Property Management

• Ensure smooth daily operations across all departments, fostering collaboration between front-of-house and back-of-house teams.
• Conduct regular property inspections (guest rooms, public areas, F&B outlets) to ensure quality and cleanliness.
• Oversee the execution of preventative maintenance programs to uphold property condition.
• Ensure compliance with safety, security, and brand standards, working with department heads on corrective actions when needed.

Talent Management & HR Oversight

• Lead recruitment, selection, and onboarding for key leadership positions.
• Conduct performance evaluations for department heads and oversee professional development plans.
• Take the lead on employee disciplinary actions, performance management, and termination discussions.
• Foster diversity, equity, and inclusion (DEI) initiatives within the workplace.
• Ensure proper administration of payroll and benefits programs for eligible employees.

JOB REQUIREMENTS:

• Proven leadership experience as a General Manager or senior leadership role in a full-service hotel environment (preferably with Marriott or similar brands).
• Strong financial acumen with experience in budgeting, forecasting, and P&L analysis.
• Exceptional communication and presentation skills, with the ability to engage effectively with employees, guests, and ownership.
• Experience in sales & revenue management, with the ability to drive topline performance and profitability.
• Hands-on approach to operations, with a passion for delivering outstanding guest experiences.
• Adaptability and problem-solving skills to lead through change and navigate challenges.
• Knowledge of brand standards, compliance requirements, and industry best practices.

401k, Dental Insurance, Life Insurance, Medical Insurance, Vision