Hotel Manager

General Summary of Duties

This position will be the strategic business leader of property operations and act as General Manager in his/her absence. Areas of responsibility include but are not limited to Front Office, Retail/Gift Shops, Recreation/Fitness Center, Spa by JW, Housekeeping, and Food and Beverage/Culinary. Position works with direct reports (Executive Committee members and Department heads) to develop and implement the operations strategy and ensure the implementation of the brand service strategy and brand initiatives. The position ensures operations meet the brand’s target customer needs, ensuring employee satisfaction, focuses on growing revenues and maximizes financial performance. As a member of the Executive Committee, he/she will develop and implement property-wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand’s target customer and property employees and provides a return on investment.

Examples of Duties (including but are not limited to the following): 

Operations Management

• Oversee hotel operational areas including but not limited to Rooms Division and Food & Beverage.  
• Ensure adherence to hotel policies, procedures, and standards of service.
• Keeps operations team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
• Ensures all operational areas have an atmosphere that is conducive to the overall guest experience.
• Ensures capital expenditure funds are being used to address the priorities outlined in the service strategy.
• Communicates a clear and consistent message regarding operational goals to produce desired results on a continuous basis.
• Ensures brand and company’s business initiatives are implemented and communicates follow-up actions to team as necessary.
• Strives to maintain profit margins without compromising guest or employee satisfaction.
• Identifies and analyzes operational challenges and facilitates the development of solutions to prevent reoccurrence.
• Coaches and supports operations team to effectively manage occupancy, rate, wages and controllable expenses.
• Develops an operational strategy that is aligned with the brand’s business strategy and leads its execution.
• Makes and executes key decisions to keep property moving forward towards achievement of goals.
• Tours building on a regular basis speaking with employees and guests to understand business needs and assess operational opportunities.

Guest experience

• Foster a culture of exceptional guest service, address guest needs and feedback promptly.
• Implement strategies to enhance guest satisfaction and loyalty. 
• Champions the brand’s service vision for product and service delivery and ensures alignment with the property leadership team. 
• Ensures core elements of the service strategy are in place to produce the desired results. 
• Observes service behaviors of employees and provides feedback to individuals and/or managers. 
• Uphold brand and Forbes standards. 

Team Leadership

• Recruit, train, and develop hotel staff to ensure high performance and professional growth as well as management team members who demonstrate strong functional expertise, creativity and entrepreneurial leadership to meet the business needs of the operation. 
• Complete annual performance evaluations and conduct regular staff meetings (daily standups and weekly rooms meeting).
• Utilizes an “open door” policy and monitors employee satisfaction to identify and address employee problems and/or concerns. 
• Serve as a representative on the hotel Forbes committee.
• Ensures employees are treated fairly and equitably. 
• Attend weekly EC meetings as an active member of the hotel’s Executive Committee.
• Acting General Manager when GM is not on property.

Financial Oversight

• Manage hotel’s budget, financial forecasting, and reporting in tandem with accounting department.
• Optimize revenue through effective pricing strategies and inventory management.
• Reviews Labor Reports and compares budgeted wages to actual wages, coaching direct reports to address problem areas and holds team accountable for results.
• Works with direct reports to determine areas of concern and establish ways to improve the departments’ financial performance.
• Reviews financial reports and statements to determine how Operations is performing against budget.

Facility Management

• Oversee the maintenance and cleanliness of the hotel property.
• Coordinate with Engineering, vendors, and contractors for repairs and renovations.
• Ensure compliance with health, safety, and sanitation regulations.

Perform additional duties and projects as assigned.

Position Requirements:

• Minimum of 5-7 years of experience in hotel management, preferably in a luxury setting.
• Strong leadership and interpersonal skills, with a focus on guest satisfaction.
• Excellent financial acumen and experience with budgeting and forecasting.
• Proficient in hotel management software and Microsoft Office Suite.
• Ability to work flexible hours, including but not limited to weekends and holidays.
• Exceptional communication and problem-solving abilities.
• Strong organizational and multitasking skills.
• A keen eye for detail and a passion for hospitality.
• Ability to work well under pressure in a fast-paced environment.

Education

• Bachelor’s degree in Hospitality Management, Business Administration, or a related field preferred.

Physical Requirements

• Must be able to stand, walk, sit for prolonged periods of time
• Must be able to bend, stoop, crouch
• Must use hands to reach, grasp, handle, pull and push
• Must be able to lift a minimum of 25 lbs.