General Manager

Grounded in our Purpose to “care for People so they can be their Best,” a Hyatt General Manager is responsible for bringing this Purpose to life through the execution and delivery of the Hyatt brand and brand experiences across all stakeholders: guests, colleagues, customers, owners, and communities.

With passion, care, and a strong work ethic, Hyatt General Managers actively and consistently engage all stakeholders to listen, learn, and lead a diverse team focused on building brand loyalty and cultivating positive guest experiences. 

Operations & Business Acumen

· Effectively manage owners’ assets with an on-going focus on maximizing returns and identifying the value proposition that Hyatt delivers as a management company. 

· Develop, execute, and evolve a multi-year property level business strategy with focus on brand positioning.

· Maintain and build a positive and effective relationship with the property ownership on behalf of Hyatt.

· Understand and utilize data insights to inform strong business cases for decisions.

· Understand property financials, including departmental P&Ls and provide oversight of ongoing financial reporting, forecasting, and planning.

· Challenge and improve current practices and environment to meet the quality expectation of guests and customers. 

· Optimize the overall sales and revenue management strategy to capture growth and deliver long term profitability.

· Maintain a pristine and well-maintained facility to preserve ownership’s asset value.

· Lead the capital planning process and utilization of the owner’s capital to fund property improvements over time.

· Embrace technology and digital initiatives to drive property performance and connectivity to guests and colleagues.

· Ensure the safety of colleagues & guests.

· Ensure property operations, guest service, and commercial offerings are aligned to the brand.

· Practice and promote environmental sustainability.

Experiment to Improve

· Balance the needs and support of the property’s leaders, colleagues, guests, customers, owners, and community reputation.

· Adapt to a changing world and envision new possibilities for generating profit and revenue growth.

· Exhibit sound judgement and decision making.

· Use data in day-to-day problem solving to address underperformance, test ideas, learn and accurately measure impact.

· Balance the efficiency of existing practices with the need to adapt; focus energy to drive change in places where there will be a meaningful financial, operational, colleague, or customer experience impact

· Approach challenges or new opportunities with a test and learn mindset.

Drive Impact

· Articulate a clear, consistent, and effective message when communicating with diverse audiences.

· Execute a strategic vision through property leaders to drive daily tactics and execution.

· Partner with the property’s leadership team to build accountability and achieve shared success.

· Quickly recognize and act on critical feedback from customers and colleagues.

· Take initiative to fix systems and processes that aren’t working well quickly and eliminate barriers to delivering a seamless and caring experience to guests, members, and customers.

· Build a collaborative environment with open, clear, cross-functional communication and engagement to drive the business forward.

· Plan and lead in a proactive way, even if situations are ambiguous, stressful, or unexpected situations.

Develop Talent

· Execute Hyatt’s talent agenda and processes to recruit, hire, develop, retain, and motivate an inclusive workforce.

· Support colleagues in understanding their role as brand ambassadors so they can deliver authentic and caring service to customers and guests.

· Delegate skillfully and allow others to develop alternative ways of accomplishing work.

· Coach, mentor, and develop future leaders for Hyatt.

· Find targeted development assignments for promising talent, including opportunities that cross functional boundaries.

· Serve as a leader in the community by engaging and collaborating with local business partners while maintaining a positive brand reputation.

· Build a strong talent pipeline.

· Measure and improve colleague engagement.

Champions Hyatt’s Purpose & Culture

· Promote and role model Hyatt`s values (empathy, integrity, respect, inclusion, experimentation, and wellbeing).

· Truly listen to others (both colleagues and guests), imagine their experience with empathy, and respond with compassion.

· Cultivate an inclusive workplace rooted in fairness and respect where all colleagues feel valued for who they are and are encouraged to actively participate in their property’s culture and success.

· Help colleagues and people leaders balance competing demands and prioritize self-care so they can be their best selves.

· Be open and honest and treat others with appreciation. 

· Demonstrate open-mindedness and embrace a range of perspectives.

· Maintain the highest level of ethical conduct as expected by all stakeholders.