Hotel Manager

The Hotel Manager has overall responsibility for the daily operations of multiple Rooms Division departments within the hotel. This is a developmental position for individuals to gain experience and develop demonstrated competency in all facets of hotel management including Sales and Marketing, Finance, Employee Development and ownership relations. The Hotel Manager is responsible for directing, implementing and maintaining a service and management philosophy which serves as a standard to respective department heads and staff and insures department’s goals and hotel budgets are being met. Incumbent must utilize available resources to provide excellent guest satisfaction. The Hotel Manager will meet or exceed productivity standards, taking corrective action as needed to ensure standards are maintained. The Hotel Manager works with the General Manager to uphold Hyatt’s unique corporate culture, product and Thompson brand standards.

Directing Team Members

• Review and approve staff schedules taking into consideration expected guest arrivals and departures, occupancy levels, area demands, holiday activities, guest service needs and budgetary guidelines.
• Constantly maintain effective training programs ensuring personnel are highly productive.
• Ensure that team members have proper appearance and are following all hotel procedures.
• Ensure that all employees have the tools necessary to fulfill job expectations and guest needs.
• In absence of General Manager, will be responsible for overall operation of the hotel and empowered to make all necessary decisions and actions.
• Assume the role of liaison between all departments within the hotel and third-party operators
• Coach and develop the Director of Rooms towards achieving exceptional guest service, Hotel cleanliness and employee satisfaction results.

Guest Services

• Ensure all guest issues, complaints and requests are proactively and resolved in a manner highly satisfactory to both the guest and the hotel.
• Manage responses to 3rd party internet sites such as TripAdvisor, Booking.com…etc., and maintain/enhance the hotel online reputation – all reviews must be responded within 48 hours.
• Evaluate and monitor hotel service and product quality and to ensure that systems are implemented that provide for quality at the highest levels.
• Ensure that all guests experience a “sense of arrival” and are properly “fare welled.” Support the Rooms Director on trainings aligned with established company benchmarks (HYSAT).

Financial Management

• Analyze profit and loss statements and cost projection variances.
• Constantly monitor expenses in labor, materials and third party agreements to align with budgetary goals and be in direct correlation with occupancy.
• Assist all departments with their financial performance. Work with department managers and mentor them to successfully complete their monthly P&L goals.
• Assist in the preparation of the annual budget by providing labor, operations and expense costs.
• Properly document Employee Development/Payroll transactions as directed for processing by Home Office.
• Audit accounting and credit procedures to assure adherence to policy.

Facility Management

• Conduct a weekly walkthrough of all public spaces and a reasonable representation of guest rooms with Director of Housekeeping and Director of Engineering/Chief Engineer maintaining proper documentation of action items and completion dates. In addition, daily walkthrough to insure proper appearance and safety standards in all public areas.
• Ultimately responsible for maintaining the physical assets by being accountable for the Preventive Maintenance Program with the Director of Engineering and Director of Rooms.
• Physically inspect all accommodations scheduled for VIP arrivals. Guide and mentor managers to control procurement of materials as determined by Annual Budget and as modified by actual business levels.

Safety and Security

• Must be fully knowledgeable of and be able to lead any hotel Security or Safety effort up to and including complete evacuation of hotel (fire, earthquake, city-wide emergency).
• Lead in the investigation and resolution of any reported suspicious and/or hazardous conditions with Director of Security.Represent hotel and assist with needs of any government officials or officers.
• Foster an environment of clean and safe working conditions.
• Attend and where appropriate, lead Property Safety Committee.
• Perform other tasks associated as necessary in order to achieve the financial performance and goals of the organization.
• Promotes organization in industry, manufacturing or trade associations.

Requirements are representative of minimum levels of knowledge, skills and /or abilities. To perform this job successfully, the employee will possess the abilities or aptitudes to perform each duty proficiently with or without reasonable accommodation.

• Demonstrated ability to manage operations to ensure Thompson’s unique level of personal customer service. Also detail oriented, organized, efficient and safety minded. Must be committed to high quality standards for production and service, a great team player, customer-service focused and have the ability to effectively manage staff to maintain a high level of morale and productivity.
• Bachelor’s degree in Business Management, Hotel Management or other four year or professional degree or equivalent hospitality experience.
• Proven experience in directing and motivating a team. Must have a minimum of three years varied management experience in the hotel/resort industry and previous union experience.
• Read, write, and verbally communicate effectively and professionally with guests, vendors and across the organization. Ability to diplomatically deal with difficult situations and people, while exhibiting a consistent level of professionalism.
• Strong skills with yield management, cost controls and the ability to analyze a Profit and Loss Statement. Must have strong working knowledge of accounting systems, Property Management Systems and other business applications. Familiar with OSHA, local Department of Health regulations and relevant current laws governing handling of hazardous substances.
• Ability to solve practical problems and deal with a variety of variables in situations where only limited standardizations and resources exist. Must be able to communicate problem resolution in a positive and diplomatic manner to both guests and employees.
• Previous proven experience with Employee Development including recruitment, coaching and counseling, performance management, separations, worker’s compensation issues and separation of employment (and where applicable, prior experience working with a Collective Bargaining Agreement).
• Presents oneself with impeccable grooming and appearance standards. Dress compliments individual style in a professional manner.
• Forbes standards knowledge preferably with extensive experience in Forbes rated hotels.