General Manager - Shs

With more than 300 managed properties worldwide (including conference centers) our flagship brand, Marriott Hotels & Resorts celebrates the drive, focus, and resilience of our guests while focusing on exceptional service and genuine comfort. As part of the Marriott Hotels & Resorts team, you'll work to make the most of the travel experience of each and every guests. Find Your World™ at Marriott Hotels & Resorts.

This hotel is owned and operated by an independent franchisee, Avalon Hotel Group, LLC. The franchisee controls all aspects of the hotel’s employment policies and practices, including the selection and hiring process. If you accept a position at this hotel you will be employed by a franchisee and not by Marriott International.

Job Summary

Overall profit and loss responsibility for management of the hotel. Working knowledge of hotel disciplines/departments; including food & beverage, rooms operations, sales and marketing, accounting, human resources, an engineering. Responsible for profitability, guest service, product quality, risk management, and overall cleanliness and maintenance of the hotel property. This involves early identification of potential problems, assignment of task(s) to resolve the problem(s), monitoring of the progress and evaluation of the results. The overall quality and profitability of the hotel is the responsibility of each General Manager/Operations Manager. Corporate Relationships: other corporate personnel (including the CEO, Controller, Vice President of Operations, Human Resources) will interface and assist in the direction of their functional counterparts.

Duties and Responsibilities

• Ensures efficient and effective operation of the Housekeeping, Front Office, Maintenance, Food & Beverage and Sales areas.
• Oversees implementation of all hotel operational and human resource policies and procedures.
• Recruits, interviews and selects new employees; disciplines and discharges employees when necessary.
• Supervises training of all personnel.
• Evaluates employee performance.
• Conducts staff meetings.
• Keeps accurate and detailed documentation of personnel discipline issues, utilizing forms and procedures provided by Avalon. Assists department supervisor to document thoroughly, legibly, and in line with Avalon’s expectations.
• Assures all guest complaints are resolved immediately, speaking with the guest personally whenever possible. Promotes 100% guest satisfaction throughout property. Ensures that guest related issues are resolved in a manner consistent with the company’s goal and objectives and instills 100% guest satisfaction objective to all associates.
• Maintains a close, professional relationship with individuals and contacts important to the operation of the hotel. Receives and follows through on all letters, social media communication, emails, and telephone calls to the hotel.
• Responsible for maintaining Brand Standards throughout the Hotel.
• Meet all financial review dates and corporate directed programs in a timely fashion.
• Manages all aspects of P&L by controlling costs and achieving budgeted goals.
• Maintains an up-to-date General Ledger.
• Monitors labor productivity, departmental scheduling.
• Monitors CPOR and MPOR.
• Must be familiar with Marriott QA inspection procedures and questions.
• Inspects rooms and other property facilities weekly.
• Ability to maintain guest confidence through prompt and courteous communication with guests and associates. Resolves customer complaints as appropriate to maintain a high level of customer satisfaction and quality.
• Travels to attend corporate training, meetings and other event(s) as deemed necessary.

Qualifications

• Bachelor's or higher degree from an accredited college/university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major
• Qualified candidates will have at least six years General Manager experience, in full-service hotels of similar size and caliber.
• Previous experience with Marriott brand preferred.
• Must have proven ability to identify revenue enhancement opportunities and be skilled in sound fiscal management practices.
• Verifiable record improving guest service and satisfaction.
• Excellent communication skills, conflict resolution skills
• Excellent knowledge of computers
• Must maintain high standards of personal appearance and grooming
• Must be able to demonstrate a high level of integrity, take ownership of personal and team actions, promote collaborating, nurture a positive professional work environment and adhere to Avalon’s Standard Operating Procedures

Working Conditions

• Must be able and willing to work evenings & weekends, or various hours when needed or required
• Participate in required M.O.D. coverage as scheduled.
• Must be able to respond to emergencies 24/7
• Must be able to work with challenging clients / employees.
• Emphatic and tolerant.

Physical Requirements

Flow of work and character of duties involve the coordination of manual dexterity and normal and visual attention. Activities: standing and walking, reaching with hands and arms, bending, stooping, kneeling and crouching. Some heavy lifting and moving of objects weighing up to 40 lbs.

Direct Reports

• Operations Manager
• Executive Housekeeper
• Front Office Manager
• Engineer