General Manager

Job Description

JOB SUMMARY

Functions as the primary strategic business leader of the property with responsibility for all aspects of the operation, including: managing general property performance, as well as food and beverage operations, managing and sustaining sales and marketing strategy, managing profitability, managing revenue generation, managing and conducting human resources activities, and delivering a return on investment to both Marriott International and ownership. Leads the team in the development and implementation of property-wide strategies. Ensures implementation of the brand service strategy and brand initiatives with the objective of meeting or exceeding guest expectations. Builds relationships with key customers and is involved in the sales process.

CANDIDATE PROFILE

Education and Experience


• 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 4 years' experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.


OR


• 4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major; 2 years' experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.

JOB SPECIFIC TASKS

Managing Property Operations


• Ensures service programs are in place and executed against (e.g., Refreshing Business, Service Snapshots, Service So Memorable, etc.).


• Provides timely, real-time feedback to management and hourly associates on service and operational standards; including feedback on even the smallest of service and operational details.


• Manages the flow of labor between departments to support effective management of Labor Budget and achievement of profitability goals.


• Creates and support clear lines of responsibility for management team, including coverage and oversight throughout the day.


• Prepares for QA audits (i.e., daily and pre-visit activities).


• Review sand follows-up on property GSS scores and comments.


• Acts as a project manager for the execution of capital improvements (e.g., renovations, reinventions, refreshes, signage, etc.).


• Walks the property to ensure public spaces, grounds, work and kitchen areas meet sanitation and cleanliness/maintenance standards.


• Manages the implementation of major brand standards (e.g., HSIA, the Market, TPS A.M. Eats).


• Delegates responsibilities for operations and projects to appropriate level of associate.

Managing Food and Beverage Operations


• Monitors Food and Beverage forecasting and par levels to reduce waste and maximize Food and Beverage profit margins.


• Provides timely, real-time feedback to management and hourly associates on service and operational standards; including feedback on even the smallest of service and operational details.


• Establishes and leverages local vendor relationships to support food and beverage operational needs.


• Ensures bar and kitchen meet standards of quality with regard to organization, productivity, sanitation, and inventory management.


• Conducts periodic compliance audits with Back of House associates to ensure they use job aids (HA checklist open and close, production charts, freezer pull check, Inventory ordering checklist, temp logs, mapping/zoning fridge, org of space, etc.)


• Provides coaching on operations and troubleshooting of Micros and other technology components within property common areas.

Managing and Sustaining Sales and Marketing Strategy


• Works with the Regional Sales office (RSO) to implement sales strategy for the property (e.g., goal setting, setting rates, etc.).


• Works with Market Sales to establish property sales strategy, goals, and action plans.


• Identifies and champion creative marketing solutions that fit the brand and property needs.


• Participates in the property sales review (PSR).


• Manages relationships with decision makers at top accounts.


• Develops innovative means for capturing new streams of revenue through property amenities.


• Interacts with in-house guests to prospect for new sources of business.


• Ensures direct sales staff fully utilizes e-tools (e.g., e-proposals, e-mail signatures), as appropriate.


• Identifies key revenue generating stakeholders and customers and communicate information to sales offices.


• Coaches and reinforces associate selling strategies that take advantage of property amenities.


• Ensures all national and regional marketing programs (e.g., HSIA, etc.) are pulled through to relevant departments.


• Participates in and host customer recognition events to drive sales.


• Understands and leverage sales and marketing advantages over competitor properties within market.


• Monitors sales strategy with RSO to ensure ongoing effectiveness and compliance.

Managing Profitability


• Manages on-property controllable costs associated with rooms, housekeeping, events, and food and beverage operations.


• Measures, analyzes, and communicates property performance using a variety of financial/non-financial data including controllable costs, sales revenue, guest satisfaction, and associate engagement data.


• Updates and communicates profit forecasts to associates/managers.


• Initiates action to support property revenue and profitability goals.


• Understands how food and beverage product variability can affect profitability.


• Reviews and signs off on invoices.


• Reviews Property Distribution Summary (OnDemand) and Purchase Detail Reports; identify, research, and resolve balance issues.


• Consolidates reports needed for period-end review (e.g., P&L, Accounting Scorecard, Banking Report and Statistics, PACE, credit card fraud report).


• Reviews property performance on period basis with Regional Director.


• Ensures compliance with Avendra.

Maintaining Revenue Management Goals


• Manages the relationship with the revenue management office (e.g., participate in routine calls, strategy meetings, periodic update meetings, etc.).


• Reviews and works with appropriate revenue management reports (e.g., Demand Eye Chart, Benchmark Pricing Evaluator, Rate/Value Matrix, Smith Travel Research (STR) reports, etc.).


• Balances inventory to ensure same-day sellouts.

Managing and conducting Human Resource activities


• Leads associates through property changes, and help them transition into new property roles.


• Understands the performance expectations for all positions within the property (e.g. front desk associate, gourmet attendant, etc).


• Conducts day to day Human Resource transactions to support needs of the property (e.g., compensation actions, initiation and approval of hiring requisitions, movement of subordinates through phases of performance management cycle).


• Completes management training (e.g., ConnectU, GM conferences, HR Skills, etc.).


• Cascades/Delivers training to associates (e.g., Service So Memorable Quarterly Recharge, Service Snapshot, etc.).


• Facilitates cross training to support associate professional growth and operational excellence.


• Ensures ongoing development of managers (e.g., one on one coaching, providing stretch assignments, etc.).


• Monitors local hiring and compensation trends for like positions; ensure that the organization understands any change in fundamentals.


• Conducts performance review process for associates (including LPP, career plan form, development plans, associate information form, mid-year check-ins, 90-day check ins for new associates, etc.).


• Supports recruitment efforts from various sourcing channels (e.g., local job fairs, Internet, referrals) to target associates with skill sets (e.g., food and beverage, rooms operations) compatible for operational needs.


• Actively recruits and hires qualified associates.

Managing Relationships with Property Stakeholders (e.g., Owner and Above Property)


• Keeps brand leadership team, owners, and above property stakeholders updated on property performance in the areas of financials, guest satisfaction, and associate engagement.


• Prepares and presents reports for owners and above property leadership using financial/performance data to show how the Refreshing Business model is affecting property performance.


• Conducts property critique.


• Conducts annual business reviews.


• Participates in ad hoc owner conference calls and respond appropriately to owner requests.


• Responds to off-property (e.g., regional and owner) requests for sales information (e.g., Market Outlook, STR Report critique, etc.).

Additional Responsibilities


• Manages e-mail.


• Manages daily paper mail.


• Participates in conference calls (e.g., sales, promotion, Q&A, property performance, etc.).


• Provides follow-up information to RD and other CFRST managers.


• Prepares for RD visits (e.g., pulling and consolidating relevant reports).

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

About the Team

At Courtyard, we're passionate about better serving the needs of travelers everywhere. It's what inspired us to create the first hotel designed specifically for business travelers, and it's why the Courtyard experience today empowers our guests, no matter the purpose of their trip. We're looking for achievers who are passionate about providing a guest experience that goes above and beyond, enjoy being part of a small yet ambitious team, and love learning how to always improve - all while having fun.


In joining Courtyard, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.