General Manager

About the role

Are you someone who is passionate about people, driven by purpose, and clever in your approach? At Arlo, we strive to create a sense of awe that leaves those we touch wanting more. The General Manager is responsible for effectively leading the day-to-day operations of the hotel and its team members. This includes preparing budgeting, strategizing, planning, organizing, and directing all hotel services, including front-of-house and back-of-house operations.

Responsibilities

• Always treat guests with courtesy and respect in a variety of situations.
• Display honesty and integrity.
• Conduct pre-shift meetings.
• Communicate effectively to staff using tools such as development reviews, training, departmental orientation, and monthly departmental meetings.
• Motivate, inspire, and develop team members.
• Create preventive maintenance programs for consistency of the product.
• Ensure an updated safe work environment.
• Act as an inspirational leader able to motivate team members to be consistently engaged in serving others.
• Build strong partnerships with internal customers and outside vendors.
• Oversee and manage regional and cross-functional brand standards of the organization.
• Partner with other senior management to discuss strategies, objectives, and obstacles in relation to standards.
• Act as a primary liaison between the company and the brand’s franchising groups; ensure quality control is maintained as it pertains to brand standards.
• Evaluate the effectiveness of brand/management practices, processes, and activities; recommend or ensure appropriate measures are taken to maximize performance.
• Embody the values of Arlo and be culture-driven.
• Monitor the performance of the hotel through verification and analysis of guest satisfaction systems and financial reports.
• Proactively initiate items required to remain aligned with the budget and goals.
• Work directly with the Corporate Director of Operations to strategize on forecasting and budgets.
• Oversee and direct the daily operations for Front Office, Maintenance, Housekeeping, Food & Beverage, and Security departments.
• Coordinate daily with F&B Managers to ensure a seamless, thoughtful, and excellent level of service.
• Direct, implement, and maintain a service and management philosophy which serves as a standard for respective department heads and staff.
• Design and implement training for departments to continuously exceed standard service and operational standards as set by Arlo Hotels.
• In conjunction with the Asset Manager, develop and implement strategies to ensure seamless service delivery while maximizing revenue and managing costs.
• Develop and direct the performance of departmental managers and supervisors to ensure the highest levels of guest and employee satisfaction in a cost-efficient manner.
• Assist in leading Safety Committee initiatives and Security provisions.
• Assist ownership in the protection and enhancement of all hotel assets through appropriate programs in maintenance, security, and housekeeping, as well as through the capital budgeting process.

Requirements

• A minimum of 5 years of previous General Manager experience in a hotel environment.
• Intensive direct experience in various hotel operational departments including Front Office, Guest Services, Housekeeping, Security/Loss Prevention, and/or Engineering and Food & Beverage.
• Proven track record of designing and implementing service standards and procedures that yield high guest and employee satisfaction.
• Previous experience managing third-party or leased space arrangements such as food & beverage, valet, or security.
• Strong financial acumen with an ability to partner with other departments to drive revenue and manage expenses.
• Proven ability to communicate professionally and tactfully in all interactions with guests and employees.

Skills

• Excellent communication and leadership skills.
• Strong, creative problem solver both with team members and third-party partners.
• Proactive, self-starter who can work well both independently and as part of a team.
• Comfortable being a change agent and creating a welcoming environment.
• Confident with the ability to think clearly on your feet and under pressure.
• Strong negotiation skills to create win-win situations for customers, owners, partners, and all operational team members alike.

Pay

Salary Range: $205,000 per annum - $230,000 per annum