GENERAL MANAGER

Company: Sonesta Boston Westborough
Location: Westborough
Posted on: November 26, 2022

Job Description:

POSITION TITLE: General Manager REPORTS TO: IGH Regional Leadership JOB SUMMARY: The Hotel General Manager functions as the strategic business leader for the property with responsibility for all aspects of the operations including, but not limited to, guest and employee satisfaction, financial performance, sales and revenue generation, marketing and delivering a return for investors. Responsible to ensure appropriate implementation of brand specific initiatives and strategies. Leads the team in the development and implementation of strategies to drive guest and associate satisfaction and loyalty. Manages relationships between Brand, property ownership and the management company through proactive communication, setting performance objectives, and delivering solid returns for all stakeholders. The General Manager should be actively involved in the local community, engaged with peers and customers to build solid relationships with local officials, business, and customers. RESPONSIBILITIES:

• Leads and represents the hotel in alignment with IGH Core Values and Mission.
• Develops and executes business plans to maximize guest satisfaction, profitability and market share.
• Has awareness and understanding of current market trends, understanding of local competition as it relates to rooms, meeting space and F&B outlets if applicable.
• Ensures Brand strategies and initiatives are executed on property to ensure compliance with Brand Standards and meeting guest expectations of the Brand.
• Ensures all services programs are in place and executed.
• Provides timely feedback to direct and in-direct reports regarding performance to ensure hotel and Brand Standards are maintained or exceeded.
• Effectively manage the flow of operating costs, labor, revenues, and profitability to ensure they are maintained according to goals.
• Reviews and follows up on property guest satisfaction scores and comments; identifies trends and creates plans to address.
• Establishes clear lines of responsibility and expectations for management team.
• Represent the hotel in a professional, knowledgeable, and eloquent manner.
• Through daily inspection of the property, ensures all public spaces, grounds, work and kitchen areas and heart of house areas meet sanitation and cleanliness standards.
• Acts as project manager for any capital improvements.
• Dress appropriately in business attire at all times.
• Ensure compliance with all Brand standards.
• Works with Regional Sales, Marketing and Revenue teams to develop and implement strategies to gain market share and increase profitability in all areas of the property.
• Support the sales efforts through partnership with property Director of Sales.
• Interact with on-property guests to prospect new business and build awareness of guest insights.
• Ensures all national and regional marking programs are pulled through to relevant areas.
• Manages on property controllable costs associated with all departments in the hotel.
• Effectively shares profit forecasts with all employees; creatively identifies ways to engage the associates in hotel's profitability.
• Ensures all reporting and expenses are complete for month/ year end by established deadlines,
• Reviews and approves all invoices; reconciles and submits all credit card expenses.
• Prepares for monthly reviews with Area Director of Operations and Asset Manager/Owner.
• Keeps all stakeholders (regional teams, asset managers, property management team) advised of performance in areas of finance and guest and associate satisfaction.
• Conducts monthly and annual property critiques & business reviews.
• Leads on-property associates through changes, providing leadership and support.
• Understand performance expecations for all position; ability to communicate expectations of performance consistently and with fairness.
• Ensures ongoing development of management team
• Appropriately seeks approval in staffing changes, regarding positions and compensation.
• Maintain awareness of associate satisfaction by actively engaging with associates at all levels.
• Ensure compliance with all IGH Standards as outlined in the Employee Handbook and Company Standard Operating Procedures (SPOs)
• Ensures compliance with all labor requirements, compliance with federal, state, and local requirements as well as Company policy and procedure.
• Ensures compliance with all OSHA and Worker's Compensation programs and compliance requirements, reporting and training as directed.
• Ensures all hiring practices, discipline and terminations are conducted in accordance with company SOPs and are consistently applied to all associates. REQUIREMENTS:
  • Walking, bending, stretching, excessive standing and/or sitting as required to support the successful operation of the hotel and to train associates in job duties.
  • Some exposure to chemicals used in cleaning and maintaining the hotel. QUALIFICATIONS:
    • Minimum three years' experience as an Assist General Manager, Operations Manager, Front Office Manager, or Department Manager in a full or select service hotel.
    • Ability to read, write, and speak English fluently.
    • Proficiency in computers to include Microsoft Word, Excel, and other hotel operating systems.
    • Proven record of success with Quality Assurance reviews and Guest Satisfaction.
    • Excellent oral and written communication skills.
    • Time management and organizational skills.
    • Demonstrated proficiency in managing to a performance plan (budget/forecast).
    • Demonstrated proficiency reading and understanding profit and loss statements.
    • Thorough understanding of total hotel operations. PI195431780

Keywords: Sonesta Boston Westborough, Worcester , GENERAL MANAGER, Executive , Westborough, Massachusetts