Hotel General Manager

6 months ago

Whitby, Canada Spark by Hilton Durham Region - Conversion Full time

**Job description**

**JOB SUMMARY**

Functions as the primary business leader of the property with responsibility for all aspects of the operation, including guest and employee satisfaction, human resources, financial performance and revenue generation. Verifies implementation of the Spark by Hilton brand service strategy and brand initiatives with the objective of meeting or exceeding guest expectations, increased profit and market share. The position is actively involved in the local community and builds strong relationships with local officials, businesses, and customers.

**CANDIDATE PROFILE**

**Education and Experience**
- General Manager experience is an asset.
- 3 years’ experience in management operations, sales and marketing, finance and accounting, or related professional area.

**Preferred**:

- Hilton or franchise operation experience preferred.
- Ability and willingness to work flexible hours including weekends and holidays.

**JOB SPECIFIC TASKS**

**Business Strategy Development**

Stays current with industry trends and monitors strengths and weakness of competition; explores new business opportunities; develops business plans designed to maximize customer satisfaction, profitability and market share.

**Business Strategy Execution**

Executes business plans designed to maximize customer satisfaction, profitability, and market share; ensures that property business plans and employees are aligned; experiments with new ideas and takes calculated risks to improve guest satisfaction and profitability.

**Sales and Marketing**

Works closely with sales to develop revenue generating strategies for property; identifies new business leads, develops tailored sales approach, and actively pursues leads.

**Talent Management and Organizational Capability**

Creates learning and development opportunities for employees; identifies resource needs to strengthen property team; creates succession plans for future job openings; actively supports the staffing process; ensures effective work processes, systems and teamwork are in place to maximize individual and overall property performance.

**Brand Champion**

Serves as a passionate brand advocate and ensures that the intent of the brand is pulled through in the guest experience; communicates a clear and consistent message regarding property and brand goals to employees; serves as a role model by demonstrating exceptional work ethic and service delivery for all employees on property; champions change; inspires and motivates team to achieve operational excellence.

**Business Information Analysis**

Reviews business related data such as market share, financial performance, inventory, employee engagement, and customer satisfaction; analyzes business information to proactively address changing market conditions, ensure property operates within budgetary guidelines, and achieves profit margin goals.

**Employee and Labor Relations**

Ensures all employees are treated fairly, and with respect; builds rapport with employees by fostering an environment of open communication and spending time with employees on the frontlines; makes self-available to employees (“open door policy”); ensures pay and benefits are appropriate for labour market; celebrates the success of employees.

**Revenue Management**

Responsible for Revenue Management with effective pricing strategies, balancing seasonality, economy, customer segments, property objectives and customer satisfaction; ensures demand forecasting and sound revenue practices are in place to maximize yield; identifies ways to grow occupancy, RevPAR, and market share by researching and staying aware of competitor strategies; controls labour and capital expenses.

**Customer and Public Relations Management**

Interacts with guests and other customers on a frequent basis to obtain feedback about their experiences on property; utilizes guest/customer feedback to recognize outstanding employee service performance and improve service delivery; and for developing innovative ways to exceed guest expectations; establishes presence in the market by actively promoting an exemplary property/brand image, involving oneself in the local community, and by developing strategic alliances with local officials, businesses, and customers; anticipates needs of guests in order to deliver flawless service.

**Company/Brand Policy, Procedures, and Standards Compliance**

Verifies property compliance with legal, safety, operations, labour, and Hilton brand product and service standards; conducts both routine and short-notice quality assurance audits with specific departments; conducts detailed walk-throughs to ensure building, public areas, kitchen, and grounds are well-maintained, safe, and meet or exceed guest expectations; ensures employees are appropriately trained and performing to standard.

**Purchasing**

Implement sound purchasing policies, systems and procedures in accordance with Company standards. Monitor vendors for quality, servi

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