General Manager | Courtyard, Boston Natick

CSM Careers•Natick, MA

2d•Onsite

About The Position

This position is responsible for overseeing the overall management and operation of the hotel. Uses leadership skills to drive revenue, maximize profit and ensure quality. Effective management of assigned staff to ensure achievement of overall revenue, financial results, guest satisfaction and positive employee relations. Accountable for maintaining high service and quality standards according to brand including Quality Assurance Inspections and Guest Satisfaction Surveys. Communicates guest feedback to hotel staff and addresses trends/issues with staff in a timely manner. Assists with, encourages, provides and trains guest service for all associates. Encourages and collaborates with hotel team to set an example of the expected level of guest service. Personally follows up on all guest inquiries, issues and concerns in a timely and effective manner to ensure CSM’s high standards of quality and service are maintained. Actively participates in the hotel’s sales efforts, analyzes and negotiates business, determines pricing and yield strategies, attends sales calls/site visits to impact and maintain client relationships. Maintains a positive presence within the community by attending Chamber and CVB meetings and events, establishes relationships with other area hotels, schools and universities and other community organizations. Responsible for maintaining accurate weekly, monthly and annual budgets, forecasts and business plans in collaboration with the hotel’s sales team. Works in conjunction with Revenue Manager and Sales Team to implement sales strategies and a business mix that will help ensure the hotel achieves maximum revenue potential. Provides direction to operations team to ensure the service and quality needs of negotiated accounts and groups are met consistently. Identifies potential obstacles to exemplary service. Uses available tools and knowledge to implement ideas to maximize guest satisfaction scores. Communicates results from guest satisfaction surveys with hotel team and addresses needs and trends that have been identified from the survey results. Responds to guest concerns which arise on surveys when necessary. Works with hotel team to maintain guest satisfaction scores that are within the range deemed acceptable by the brand. Manages expenses according to budgeted/forecasted guidelines to maximize hotel profitability. Responsible for reviewing/releasing payroll and ensuring effective labor management. Utilizes the CSM procurement system effectively and adheres to the approved vendor network for purchasing. Responsible for preparation and management of the hotel budget and ongoing forecasting efforts. Communicates financial forecasts via weekly reporting and critiques month end financial results via month end reporting. Shares revenue forecasts with leadership team to ensure departmental expense is adjusted accordingly. Reviews A/R and A/P with emphasis on following accounting procedures as outlined in CSM’s Internal Accounting Audit. Manages and maintains company assets to stay within budget guidelines and prolong the life of company resources. Responsible for assisting with the ongoing training and development of hotel associates and maintaining all necessary training records. Ensures the new hire training process effectively prepares new employees for their positions. Analyzes current training programs and adjusts as needed. Implements new CSM and brand training initiatives in a timely manner. Utilizes training resources effectively and ensures all training requirements are met. Responsible for effectively interviewing, hiring, coaching and developing hotel associates and management team. Prepares and conducts annual employee reviews in a timely manner. Addresses performance issues accordingly and takes appropriate corrective action to hold employees accountable. Motivates hotel staff by setting goals, providing ongoing feedback and rewarding/recognizing employees. Ensures annual associate turnover falls within CSM’s acceptable guidelines and reacts to any turnover concerns. Provides fair treatment and open door policies for all associates. Responsible for effective self/workload management and adjusting work schedule as dictated by business needs. Provides guidance and assistance to the hotel associates and leadership team to ensure their workloads are appropriate and managed effectively. Demonstrates clear written and verbal skills. Promotes a productive, professional and collaborative work environment. Plays an active role in leading daily team meetings and weekly/monthly departmental/hotel meetings to ensure proper communication and planning occurs.

Requirements

Must be able to manage multiple hotel and corporate priorities in a fast paced environment.
Must be able to effectively communicate with all levels within and outside the organization.
Must have the ability to effectively problem solve with all.
Must possess strong leadership skills.
High school diploma or GED required.
College degree or equivalent experience required.

Responsibilities

Overseeing the overall management and operation of the hotel.
Driving revenue, maximizing profit, and ensuring quality through leadership skills.
Managing assigned staff to achieve revenue, financial results, guest satisfaction, and positive employee relations.
Maintaining high service and quality standards according to brand standards, including Quality Assurance Inspections and Guest Satisfaction Surveys.
Communicating guest feedback to hotel staff and addressing trends/issues promptly.
Assisting, encouraging, providing, and training guest service for all associates.
Collaborating with the hotel team to set an example of expected guest service levels.
Following up on all guest inquiries, issues, and concerns in a timely and effective manner.
Actively participating in the hotel’s sales efforts, including analyzing and negotiating business, determining pricing and yield strategies, and attending sales calls/site visits.
Maintaining a positive presence within the community by attending meetings and events, and establishing relationships with other organizations.
Maintaining accurate weekly, monthly, and annual budgets, forecasts, and business plans in collaboration with the sales team.
Implementing sales strategies and a business mix to achieve maximum revenue potential with the Revenue Manager and Sales Team.
Providing direction to the operations team to ensure service and quality needs of negotiated accounts and groups are met consistently.
Identifying potential obstacles to exemplary service and implementing ideas to maximize guest satisfaction scores.
Communicating results from guest satisfaction surveys with the hotel team and addressing identified needs and trends.
Responding to guest concerns that arise on surveys.
Working with the hotel team to maintain guest satisfaction scores within acceptable brand ranges.
Managing expenses according to budgeted/forecasted guidelines to maximize hotel profitability.
Reviewing/releasing payroll and ensuring effective labor management.
Utilizing the CSM procurement system effectively and adhering to the approved vendor network for purchasing.
Preparing and managing the hotel budget and ongoing forecasting efforts.
Communicating financial forecasts via weekly reporting and critiquing month-end financial results via month-end reporting.
Sharing revenue forecasts with the leadership team to ensure departmental expenses are adjusted accordingly.
Reviewing A/R and A/P with emphasis on following accounting procedures.
Managing and maintaining company assets within budget guidelines and prolonging the life of company resources.
Assisting with the ongoing training and development of hotel associates and maintaining training records.
Ensuring the new hire training process effectively prepares new employees.
Analyzing current training programs and adjusting as needed.
Implementing new CSM and brand training initiatives in a timely manner.
Utilizing training resources effectively and ensuring all training requirements are met.
Effectively interviewing, hiring, coaching, and developing hotel associates and the management team.
Preparing and conducting annual employee reviews in a timely manner.
Addressing performance issues and taking appropriate corrective action.
Motivating hotel staff by setting goals, providing ongoing feedback, and rewarding/recognizing employees.
Ensuring annual associate turnover falls within acceptable guidelines and reacting to turnover concerns.
Providing fair treatment and open door policies for all associates.
Managing workload effectively and adjusting work schedules as dictated by business needs.
Providing guidance and assistance to hotel associates and the leadership team to ensure their workloads are appropriate and managed effectively.
Demonstrating clear written and verbal skills.
Promoting a productive, professional, and collaborative work environment.
Leading daily team meetings and weekly/monthly departmental/hotel meetings to ensure proper communication and planning.