General Manager

Marriott•Tucson, AZ

4d•Onsite

About The Position

We have an exciting opportunity for an experienced Hotel leader! We are looking for a General Manager to lead our team at the Four Points by Sheraton Tucson Airport. This position is hands-on and requires a dynamic leader who can add value to the operation and enhance overall guest satisfaction. The General Manager is responsible for generating profit to meet or exceed budget expectations while maintaining operational and guest service standards as described for Johnson Hospitality hotels.

Requirements

Prior leadership experience
Strong understanding of the hotel industry
Strong background in customer service, safety, sales, and operations
Ability to handle difficult situations and people while maintaining a consistent level of professionalism
High level of technical understanding
Regularly use a computer and various programs, including Excel and other Accounting software
Strong working knowledge of A/R, Budgeting, Forecasting, Sales, Employee Relations, and Preventive Maintenance
Strong understanding of industry reports and metrics

Nice To Haves

Solid leader with strong interpersonal skills and awareness of emotional intelligence
Highly organized
Proactive, adaptive, decisive, and reliable
Proven track record of running an exceptional hotel operation, as demonstrated by productivity, meeting profit margins, and GSS growth
Focus on Employee Morale and Guest Satisfaction while meeting financial goals
Excellent communication skills

Responsibilities

Develop, administer, and control the hotel revenue and expense budgets
Analyze profit & loss and general ledger statements. Submit P&L variance reports in a timely manner
Review and approve the hotel payroll
Review and approve transmittals, other front office paperwork, and reports
Authorize direct bill accounts and monitor the administration of accounts receivable
Handle certain top and target accounts; participate in joint sales calls
Provide direction, input, and approve the hotel marketing plan
Follow up as needed on the Marketing Plan. Review top and target accounts and weekly call reports with sales staff
Review room inventory management to ensure maximization of room revenue
Monitor negotiated rates
Ensure proper selection, training, counseling, and motivation of hourly employees. Hire, train, counsel, and motivate the management team
Ensure proper administration of benefits programs to all hotel employees
Review all hourly personnel performance appraisals. Conduct all management (direct reports) performance appraisals
Review all hourly employee disciplinary procedures and documentation. Follow positive discipline steps, up to and including termination, to correct all performance deficiencies
Ensure an employee attitude of attentiveness and anticipation of guest needs
Ensure proper delivery of guest special requests
Use the L.E.A.R.N Model for all guest recovery incidents that occur. (Listen, Empathize, Apologize, React, Notify)
Always have a friendly and welcoming demeanor when interacting with our guests
Meet with and solicit comments from guests regularly to determine their level of satisfaction with all guest services and facilities
Monitor results of GSS. Take appropriate corrective actions on a timely basis
Respond and follow up on all written guest complaints. Ensure guest satisfaction with the resolution of the complaint or problem
Inspect guest rooms on a spot-check basis for cleanliness and proper suite care
Develop and maintain hotel programs to ensure that the quality assurance program criteria are met
Complete written reports on the status of the property after a QA inspection
Complete and submit all forms for capital improvement for the hotel
Ensure all employees are trained to act according to procedure in the event of an emergency or accident at the hotel
Ensure a viable key control program is in place in all hotel departments
Ensure front office associates follow proper cash control procedures
Ensure that the security and safety needs of the employees, property, and guests are met
Maintain an active and visible position in the local community and industry
Develop and maintain rapport with competitor hotels, City Convention, and Visitors Bureau, Chamber of Commerce, lead sources, clients, etc.
Participate in community activities, employee functions, and guest events
Attend brand business & marketing council meetings
Conduct regular staff and sales meetings
Respond to Corporate/Ownership requests. Follow up with the management and ownership on a regular basis
Evaluate and respond to annual Employee Engagement Survey results
Perform all other tasks and assignments as requested by the Manager