General Manager

PAH Management•Fayetteville, AR

5d•Onsite

About The Position

The General Manager of the TownePlace Suites Fayetteville is the property’s primary business leader, with accountability for hotel operations, guest satisfaction, associate engagement, financial performance, sales activity, brand compliance, and ownership returns. Reporting to the Director of Operations, the General Manager leads the property management team, establishes the hotel’s culture, and ensures that daily operations meet Marriott brand standards and PAH Management’s associate-first commitment. This is a hands-on leadership role in a lifestyle-oriented brand environment. The General Manager oversees operational quality and property condition; owns financial performance, forecasting, and reporting; supports sales and revenue strategy; monitors guest satisfaction and brand compliance; develops and holds associates and managers accountable; and maintains safety, security, and regulatory compliance. The role is based fully on-site at the TownePlace Suites in Fayetteville, Arkansas. The schedule must be flexible to meet property needs, including evenings, weekends, and holidays as required. Occasional travel to corporate events, brand training, and portfolio property visits in Arkansas may be required. Moderate physical activity includes extended standing and walking and occasional lifting of up to 25 pounds. A pre-employment background check is required.

Requirements

At least 4 years of progressive hotel operations experience, including at least 2 years in a General Manager, Assistant General Manager, or equivalent property leadership role; OR a 4-year degree in Hospitality Management or a related field and at least 3 years of hotel management experience; OR a 2-year degree in a related field and at least 5 years of progressive hotel management experience.
Demonstrated record of meeting or exceeding financial targets, including hotel P&L ownership, budget management, and cost control.
Ability to lead, develop, and hold accountable a multi-department hotel team.
Strong working knowledge of hotel sales processes, revenue management concepts, and market-share metrics such as ADR, RevPAR, and RGI.
Valid driver's license for the state of residence.
Proficiency in Microsoft Office Suite and comfort using hotel property management and reporting platforms.
Clear, professional written and verbal communication skills, including the ability to engage with ownership, brand representatives, guests, and associates at all levels.
Working knowledge of a hotel PMS such as Opera, Fosse, or a Marriott-equivalent system, including reservations, reporting, and front desk operations.
Familiarity with Marriott reporting and performance tools, including CI/TY, One Yield or an equivalent revenue management platform, and Marriott GM dashboard and QA tools.
Working knowledge of STR/CoStar competitive-set reporting and the ability to interpret and act on RGI and market-share trends.
Familiarity with a property-level hotel sales CRM such as Delphi, CI/TY, or a comparable platform.
Working knowledge of ADP Workforce Now or a comparable hotel HRIS for scheduling, timekeeping, and employee data management.
Ability to maintain a flexible schedule and respond to property needs, including evenings, weekends, and holidays as required by business conditions.
Ability to stand and walk for extended periods and occasionally lift up to 25 pounds.
Satisfactory completion of a pre-employment background check.

Nice To Haves

Prior General Manager experience at a Marriott-branded select-service property.
Marriott certification or active familiarity with Marriott brand compliance, quality assurance processes, and performance platforms.
Experience in the local market or a comparable high-growth secondary market.
Demonstrated success improving guest satisfaction scores, brand QA results, or market-share rankings.
Experience working within PAH Management or a comparable hotel management company structure with direct ownership reporting.

Responsibilities

Tour operating departments daily and make operational adjustments through department heads to maintain service quality, cleanliness, and efficiency.
Inspect guest rooms at least weekly with the Housekeeping Manager and Property Engineer; ensure standards are met and corrective action is taken promptly.
Maintain the cleanliness, maintenance, and physical condition of the property through inspections and preventive maintenance.
Be visible in public areas during peak times, engage with guests, support team members, and model Marriott service culture.
Ensure scheduled property meetings take place and promote accountability.
Participate in Manager on Duty coverage as scheduled.
Own hotel financial performance, including revenue, expenses, profitability, budgets, and forecasts.
Prepare monthly financial forecasts and accurate reforecasts based on current and projected data.
Ensure department heads maintain budgeted productivity and follow PAH checkbook accounting procedures.
Oversee daily invoice processing and submit financial documents to the Corporate Office according to the monthly accounting calendar.
Maintain hotel safe security procedures and conduct required monthly safe audits.
Meet financial review dates and corporate reporting requirements.
Participate actively in sales efforts by calling on key accounts, hosting clients, conducting site tours, and maintaining property and community relationships.
Partner with the Area Sales Manager and corporate sales leadership to align property sales activity with portfolio strategy and brand objectives.
Monitor revenue pace, competitive performance, and market trends; implement strategies to grow market share and improve RevPAR index when goals are not met.
Participate in daily business reviews and support prospecting, lead conversion, and group and transient booking activity.
Build networking opportunities through local business, association, and industry involvement.
Implement brand service standards to meet or exceed guest expectations and improve brand rankings.
Monitor guest satisfaction scores, online reviews, and brand quality assurance metrics; review feedback with the team and implement corrective actions.
Resolve guest concerns, complaints, and escalations professionally and promptly, ensuring consistent service recovery.
Complete required Marriott and PAH training modules and maintain any required brand-training certification.
Stay current on brand updates, initiatives, and compliance requirements and keep the property team informed.
Coach, counsel, motivate, and hold management personnel accountable under PAH procedures; ensure managers apply consistent standards with their teams.
Conduct weekly staff meetings and training using approved methods and materials to improve operations and team engagement.
Conduct management interviews according to PAH hiring procedures and interview final candidates for management vacancies before offers are made.
Develop managers through on-the-job coaching, competency training, and PAH and Marriott development programs.
Oversee management trainees and ensure departmental training-in-service standards are met.
Promote fair and equitable treatment and a positive, inclusive, accountable workplace culture.
Partner with the PAH Corporate Director of Human Resources on property staffing, employee relations, and compliance matters.
Maintain property safety and security standards and ensure associates receive required safety training.
Ensure guest and associate incidents or accidents are documented and reported promptly; coordinate with HR and legal as needed.
Maintain compliance with applicable employment laws, brand standards, and PAH policies.
Ensure current licenses, permits, and certifications are maintained as required by state and local authorities.

Benefits

Competitive base salary commensurate with experience and eligibility for a quarterly performance bonus.
Medical, dental, and vision insurance.
Short-term and long-term disability insurance.
401(k) retirement plan.
Term life and AD&D insurance.
Employee incentive program.
Voluntary life insurance for the employee, spouse, and child.
Hotel stay perks at Marriott, Hilton, and other brands.
Accident, critical illness, and hospital indemnity coverage.
Educational reimbursement.
Paid time off.
Manager in Training Program, where applicable.