General Manager

Marriott•Norfolk, VA

6d•$80,000 - $120,000

About The Position

Responsible for the overall success of the hotel, meeting or exceeding planned objectives for revenue and profit, and ensuring guest satisfaction and product quality standards are met. Manages all areas of the hotel in accordance with brand standards to achieve a friendly atmosphere of superior guest service and product quality. Provides exemplary performance for staff to follow.

Requirements

Minimum five 5 - 7 +years related Hilton Full Service, Full Service or Resort HOTEL General Manager hospitality management experience in major branded hotels preferred, Industry-wide brand considered.
A Bachelor’s Degree in Hotel/Restaurant Management or Business (equivalent experience is acceptable)
Ability to read and speak the English language and to follow/comprehend instructions, short correspondence, and memos. Ability to write TripAdvisor reviews, answer Guest surveys, emails and simple correspondence.
Ability to organize multiple projects; manage and prioritize multiple tasks and meet deadlines.
Basic knowledge of computers and software including ability to use e-mail, word processing, spreadsheet software and hotel management system.
The employee must be able to work at a minimum 40 hours per week at the property. Depending on business demands this individual may be asked to work additional hours and/or perform additional hours and/or perform additional job responsibilities.

Responsibilities

Be readily available/approachable for all guests.
Ensure that departments achieve or exceed guest’s service expectations.
Take proactive approaches when dealing with guest concerns.
Extend professionalism and courtesy to guests at all times.
Become involved in community and/or government affairs.
Communicate all goals and results with associates.
Promote teamwork and associate morale.
Lead by example demonstrating self-confidence, energy and enthusiasm.
Motivate and encourage staff to solve guest and associate related concerns.
Recognize good team performance on a continuous basis through reward
and recognition programs.
Meet annually with staff on a one-to-one “Team Meeting” basis.
Conduct monthly reward and recognition meeting celebrating goal and
associate achievements.
Promote empowerment by recognizing team members that make decisions.
Develop cross-training opportunities throughout the hotel and use certificate training program as applicable.
Assist operations manager/team leaders in understanding Medialla
scores, developing game plans to attack need areas and expand on strengths.
Ensure orientations for new team members are thorough and complete in a timely fashion. Make sure associates understands all of the Hilton benefits they are entitled.
Achieve budgeted revenue and profit goals, balancing cost with guest satisfaction.
Comply with all corporate accounting procedures and complete bank deposits weekly.
Monitors collection of in-house guest balances and direct bill receivables, commission payments by vendors, and issuance of refund checks.
Develop capital expenditure plans according to the needs of hotel and brand standards.
Oversee all accounting functions, including, but not limited to, accounts
payable, accounts receivable, petty cash, payroll and ordering/approval procedures.
Participates and monitors monthly inventory of supplies and equipment. Ensures purchases made are within budgets and by approved vendors. Review with Director of Operations on site visits.
Network during Check-in and Check-out hours to assist sales in uncovering new business leads and promote guest satisfaction.
Maintain rapport with competitor hotels, lead sources, clients, and the local
community.
Works with the Vice President of Sales and Director of Sales to manage all sales activities of the property and meet revenue objectives.
Audit to ensure guest rooms, public spaces, grounds, work and kitchen areas
meet sanitation/ cleanliness and brand standards.
Perform hands-on duties as needed to deliver guest services.
Coordinate preventive maintenance and general clean program so that guest
satisfaction goals are attained.
Coordinate Medialla surveys and pass-downs to identify trends and making recommendations for improvements.
Audit a minimum of 5 suites per day identifying displeasers and ensuring that we meet brand standards.
Assist/teach team supervisors scheduling against guest and hours per occupied room goals. Look for potential need times during the week.
Walk with lead maintenance engineer once a week to identify capital items, routine preventive maintenance and guest impact areas. This weekly walk is to be documented via summary in your weekly reporting to the Director of Operations.
Monitor the Preventative Maintenance (PM) book and Maintenance ticket binder to ensure completion