General Manager | Hilton Garden Inn, Marlborough

Essential Duties And Responsibilities

• Achieves revenue goals by developing and implementing service programs designed to enhance guest satisfaction across all departments.
• Evaluates guest feedback and sales data to implement operational improvements and drive results.
• Prepares and manages the hotel budget and ongoing forecasting efforts.
• Shares revenue forecasts with leadership team to ensure departmental expenses are adjusted accordingly.
• Manages hotel expenses to maximize profitability.
• Purchases, manages, and maintains company assets to remain within budget guidelines and extend the useful life of company resources.
• Fulfills accounts receivable and accounts payable responsibilities and ensures compliance with accounting procedures as outlined in CSM’s Internal Audit procedures.
• Leads department managers and supervisors to ensure each department is maximizing profit, minimizing risk, focusing on positive employee relations and delivering exceptional service to both internal and external customers.
• Holds direct reports accountable for proper staffing levels and scheduling.
• Able to quickly adjust operational strategies based on business needs.
• Collaborates with all departments and Corporate Shared Services to ensure proper and timely communication of important information and updates.
• Participates in the hotel’s sales efforts.
• Analyzes and negotiates business, determines pricing and yield strategies, attends sales calls/site visits to impact and maintain client relationships in partnership with the property Director of Sales.
• Works in conjunction with Revenue Manager and Sales Team to implement sales strategies and a business mix to maximum revenue potential.
• Maintains a positive presence within the community by attending Chamber and CVB meetings and events, establishing relationships with other area hotels, schools and universities, and other community organizations.
• Accountable for guest satisfaction by ensuring department managers and employees are trained and compliant with service standards.
• Communicates guest feedback to hotel team and identifies and addresses issues and trends.
• Consistently anticipates guest needs and addresses them promptly.
• Resolves guest complaints courteously and professionally, with a focus on service recovery when appropriate.
• Models exemplary guest service behaviors and leads department managers on training, coaching, and modeling exemplary guest service behaviors.
• Adheres to and reinforces brand standards and CSM’s Values.
• Ensures all employee training occurs on time and employee training records are accurately maintained.
• Analyzes quality and performance issues, identifies training needs, and ensures implementation of solutions to improve results.
• Utilizes available training resources while adhering to CSM’s training policies and Values.
• Ensures all CSM, brand, and department-specific training requirements are met.
• Acts with a sense of urgency, collaborates with all departments including Corporate Shared Services.
• Conducts routine inspections of hotel operations to ensure compliance with CSM standards, brand requirements, and local, state, and federal regulations.
• Ensures a clean, safe, positive and professional work environment and follows all CSM procedures related to guest and employee incidents.
• Leads and participates in Safety Committee Meetings.
• Effectively upholds, creates and implements Standard Operating Procedures and policies.

People Management

• Leads and motivates direct reports and employees by assuming positive intent, setting clear goals, providing ongoing and timely feedback, providing recognition and rewarding performance.
• Responsible for, and partners with Human Resources Business Partner on, recruiting, interviewing, hiring, coaching, and development and mentoring of employees.
• Leads direct reports with the expectation that employees receive effective and timely expectations, coaching and recognition, including annual performance reviews.
• Evaluates performance and implements appropriate performance management and corrective action efforts to maintain accountability.

Required Skills And Experience

• Education: High School diploma or GED required. College degree or equivalent experience preferred.
• Experience/Knowledge/Skills/Abilities: 3-5+ years of progressive hotel management experience required. Must be able to manage multiple hotel and corporate priorities in a fast paced environment. Must be able to effectively communicate with all levels within and outside the organization and have the ability to effectively problem solve with all. Must possess strong leadership skills.

Physical Requirements

• Ability to push, pull, and lift up to 20 pounds on an occasional basis.

Benefits

CSM Corporation offers a comprehensive benefits package to all regular full-time employees, designed to support the health, well-being, and financial security of our employees. Our benefits include medical, dental and vision insurance plans, company-paid life insurance and short term disability coverage, company-paid long term disability coverage for eligible employees, 401(k) plan with company match, tuition reimbursement, voluntary benefits (critical illness, hospital indemnity, accident insurance, pet insurance, identity theft), time-off, scholarship program, generous hotel discounts and more!