Hotel Manager - Hilton Norfolk The Main

Goldkey•Norfolk, VA

3d•Onsite

About The Position

The Hotel Manager is the visionary leader responsible for managing hotel operations in order to achieve customer (guest, associate, corporate and owner) satisfaction and quality service while meeting/exceeding company established financial goals; through the creation of a dynamic culture of guest service which values the Associate, their contributions and development. The position recommends the hotel’s budget, marketing and business plans, and manages within approved plans and objectives. The position is responsible for the direct supervision of the hotel’s department heads for Housekeeping and Front Office (Main includes Security and Empyrean, Hilton includes Security and Valet) and the indirect supervision of all hotel associates. The position has regular contact with the hotel owners, local officials, social and charitable organizations, and franchise operator to provide information and discuss operations and Hotel positioning.

Requirements

Ability to communicate goals and/or objectives and inspire associates to achieve desired results.
Background demonstrating proven leadership ability.
Advanced knowledge of the hospitality and business management fields.
Five years’ experience as a manager with resort and/or convention hotel experience preferred.
Extensive hotel operations background/experience.
Demonstrated analytical thinking aptitude.
Professional verbal and written communication skills.
Computer proficiency including Word, Excel, Outlook, Project & PowerPoint.
Human Resources competency in the areas of recruitment, training, Associate motivation, and team building.

Nice To Haves

Resort and/or convention hotel experience preferred.

Responsibilities

Participate in community and professional organizations to maintain high visibility and promote a good image, fostering future company growth.
Maintain the property in first-class condition; protect, secure, and enhance the assets as appropriate.
Resolve customer complaints as appropriate to maintain a high level of satisfaction and quality, ensuring integration between OSAT and SALT franchise.
Support consistent Asset Management and Engineering Services, ensuring company policies, procedures, and processes are followed and adhered to.
Support consistent Human Resources management through the Corporate HR function, ensuring company policies, procedures, and processes are followed and adhered to, aiming to attract, hire, train, develop, motivate, retain, empower, coach, counsel, provide performance feedback, resolve problems, offer open communications, discipline, and terminate as appropriate.
Direct oversight and management of Housekeeping, Bell staff, Operators, Guest Service Agents, Security, Front Drive, and Valet.
Implement direction from the Executive Vice President regarding the hotel’s annual and long-term operational, sales and marketing, capital, revenue, expense, and profit goals to meet/exceed owner and corporate management expectations, maximizing company profits.
Drive Customer Satisfaction Index (SALT, MEDALIA, etc.).
Resolve guest concerns in a timely manner and respond to all negative comment cards according to the process.
Promote company incentive programs rewarding guest service and comment card penetration and scoring.
Review current and prior day's Prompt Response Log, recognizing good performance and identifying areas for improvement.
Meet or exceed company benchmarks for all guest satisfaction rating systems.
Implement company programs (Corporate and Franchise), and develop and manage property programs and operations in a manner consistent with the requirements of the Management Contract, the Franchise Agreement, Federal/State laws and regulations, and PHR Company policies and procedures, to maintain a high level of customer satisfaction, manage a strong profit line, and limit liability.
Direct Managers with the ongoing focus of guest service, responsiveness, and safety.
Ensure all pre-shift departmental meetings occur, attending same on a rotational basis, enabling clear two-way communication.
Conduct a monthly meeting with associates in all departments.
Promote company culture of performance recognition and reward.
Enforce all company SOPs, processes, operating plans, and standards.
Determine and assign work to direct reports on a daily and project basis.
Ensure all associates receive sufficient training to perform their jobs and that all supervisory and managerial staff are adequately trained to administer their respective duties in their respective departments.
Guarantee that all performance evaluations are performed in a timely and equitable fashion.
Direct property asset management staff in accordance with operating plan, budget, and property standards.
Direct the Safety Committee as an active member.
Direct property-based post orders and security coverage, maintaining a tight key control system and a secure, safe environment.
Ensure checkbook system is accurately implemented and adhered to, managing any pending items.
Monitor staffing guides and productivity standards adherence, reviewing daily accountability reports for all operational departments.
Conduct continual random auditing of all processes to confirm functionality and effectiveness, correcting deficiencies as determined.
Manage Walk-In marketing of available inventory for maximum revenue.
Assist with the annual budget for each operating department under his/her contact.
Contribute to Division project work as assigned by Senior Executives.
Ensure promising associates and supervisors receive developmental and ongoing training, building bench strength in Human Resources for growth and natural attrition.
Perform a monthly Quality Assurance Inspection of the property.
Verify Deposits and ensure they are taken to the bank before 2 pm.
Oversee property RFR projects as assigned.
Perform Emergency Response duties as required by this role in the Emergency Response Organizational Chart and Plan.