Job Overview:
As a member of the Executive Team, the Hotel Manager will oversee the daily operation of the hotel, providing leadership in the hotel’s continuing effort to deliver outstanding guest service and financial profitability. They will be responsible for the effective operational management of the hotel to ensure it achieves and exceeds its financial goals and guest satisfaction targets, while keeping a high level employee engagement and community involvement.
What you’ll do:
- Lead all hotel operations including, but not limited to hotel budgeting and forecasting, strategic planning, leading service initiatives, leading and managing balanced scorecard performance, implementing and complying with all company policies and standards, responding to guest inquiries and resolving concerns and hotel-wide meeting participation and facilitation
- Maintain and grow relationships with other area hotels and community leaders
- Ensure that costs are controlled throughout the operational departments and results are analyzed regularly to highlight problem areas and take appropriate action
- Development of meaningful, achievable hotel budgets and other short and long term hotel strategic goals.
- Monitor and lead the team in new strategies and approaches to customer service and guest satisfaction.
- Direct and oversee large projects such as renovations, contract changes, infrastructure upgrades, capital projects and brand updates.
- Seek and respond to Guest feedback in order to achieve positive outcomes and high levels of customer satisfaction
- Encourage communication and collaboration across and between departments
- Manage and develop the Heads of Department to ensure career progression and effective succession planning within the hotel and company
- Comply and exceed hotel and company Service Standards
- Plan, direct and coordinate the service delivery of all operational departments in order to meet and exceed guest expectations
- Hold regular briefings and communication meetings with the HOD team
- Respond to audits that are completed by the company to ensure continual improvement is achieved.
- Promote positivity and passion for hospitality through the hotel
- Provide effective leadership to the hotel management team and team members to ensure revenue targets are met and exceeded, while ensuring guest satisfaction remains a top priority
- Work in conjunction with the Area General Manager to actively manage all property issues.
What you’ll have:
- Hilton brand experience
- Previous experience in the same or similar role
- Strong leadership skills to effectively manage and motivate the team to achieve high level of perform and exceed targets
- Experience managing a Four Diamond Plus property
- Knowledge of the hotel property management systems
- F&B experience preferred
- Flexible schedule
- Performance driven, with strong leadership capability and proven ability to attract, motivate, lead, inspire and direct a talented team towards driving excellent guest and employee satisfaction results
- 3+ years of Hotel Manager, AGM or Executive Committee role or equivalent experience at a big box property or boutique hotel with luxury/elevated service standards
- Renovation background preferred
- Strong Union partnership experience
- Minimum 3-5 years previous experience in hotel management
- Acute attention to detail and a high level of commitment to delivering high quality standards
- In-depth knowledge of the hotel / leisure / service sector
- Accountable and resilient
- Ability to work under pressure
- Excellent communication skills
- A degree or diploma in Hotel Management or equivalent
- Experience in managing budgets, revenue proposals and forecasting results
- Strong commercial acumen, preferably with experience in Rooms Management and/or Food and Beverage
- Experience managing a property with revenue of $30M or greater