General Manager - Hampton Inn and Suites Brier Creek

WINWOOD HOSPITALITY GROUP•Raleigh, NC

About The Position

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodation, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. And our amazing Team Members are at the heart of it all! Position Summary: The General Manager is fully responsible for all aspects of the operations hotel, including revenue strategies, compliance with brand standards of operation, strategic and operational planning to insure the hotel’s ability to meet contractual obligations with clients, vendors and franchiser. The General Manager formulates and executes an operating strategy that meets budget guidelines and quality benchmarks for the hotel. The General Manager insures compliance with brand and hotel Life Safety procedures, QA Audit standards, and all appropriate HR practices (screening, hiring, coaching and development, termination, evaluation, policies) as outlined in the Winwood Hospitality Group Operations Manual. The General Manager also understands the operation of all systems critical to the day-to-day operations of the hotel and ensures that necessary certifications are current and held by the appropriate individuals (Brand mandated certifications, SERV Safe, CARE, CPR, Pool Operator, etc.). The General Manager must understand how the standards of our hotels and HILTON Worldwide dictate the level of pre-planning, warm welcome and personal attention that must be delivered to each of our guests. The General Manager plays key roles in regular property inspection, Accounts Receivable, Quality Assurance and Training Tracking. The General Manager participates in Hampton Inn & Suites and Hilton Worldwide brand sharing of best practices, refinement of procedures, loyalty program enrollment and enhancements. The General Manager is the final resource in resolving guest or client service recovery issues at the hotel level.

Requirements

College level degree is desired, but not essential.
Previous related experience – hospitality, hotel, front desk supervision or management - required.
Experience in similar service level hotels preferred; basic food service safety and sanitation knowledge required.
Comfort in computerized environment is essential.
Lead by example, create and foster professional relationships, engender team spirit.
Work well and communicate effectively with managers, team members and departments.
Administer progressive discipline in such a way that desired behavior changes are achieved.
Read, write, perform mathematical computations such as adding, multiplying, calculating room rates, taxes, percentages.
Effectively communicate with team members, hotel guests and clients, utilizing courtesy, tact and diplomacy.
Possess excellent verbal and telephone skills
Able to remain calm and organized in times of multiple demands
Able to give and follow directions accurately and efficiently.
Must be able to sustain focus and attentiveness for extended periods of time.
Must be able to plan several steps ahead, always being ready to move on to the next task within each shift; keep written notes so that we do not lose any request or essential information.

Responsibilities

Business Performance: responsible for overall performance of the hotel to include, but not limited to: P&L Management, brand standards compliance, compliance with all local and state laws, labor, inventory and cost management. Execute all above responsibilities in a manner that leads by example; adhere to the Vision, Mission, Culture of the Hampton Inn & Suites by Hilton.
Personal: timely completion and staying current on all brand mandated training and certifications for Managers; exemplify the concepts of integrity, personal responsibility and accountability; highly professional in behavior, communication, attire; demonstrate an understanding of quality, consistency and attention to detail as it relates to our industry. Represent the hotel by local community involvement.
Hotel strategy: hiring, training and performance management such that the overall expertise and capability of our team is continuously improving (metrics: SALT, QA, TripAdvisor, payroll efficiency, PEP). As our team evolves, manage the process so that we incorporate additional skills, knowledge, best practices so that our team as a whole evolves with the needs of the hotel and is better able to exceed the expectations of our guests & clients. Ensure implementation of a new-hire / on-boarding / training process so that all brand mandated training (QA) and hotel specific training is tracked and completed. Follow the New Hire process as established by the hotel, and complete necessary safety training and briefings
Exercise judgment and direction in maximizing revenue, working with other hotels in the market and resolving any guest issues within hotel parameters (an immediate resolution that is acceptable to the guest is always preferred).
Operational strategy: coordinate property efforts to execute anticipated business needs within budget target expenditure levels. Understand the job descriptions and duties of each department manager and supervisory position and the essential roles that they must play. Understand the interrelationship and communication that must exist between hotel departments so that we can consistently exceed the expectations of our guests. Understand the need to balance expenses vs budgets and forecasts, both in payroll and operating expenses. Monitor inventories and order necessary operating supplies.
Leadership and Training: Maintain a continuing program of meetings, training and development so that we can manage transitions effectively. Administer periodic incentive programs designed to encourage specific behaviors on the part of our team.
Accounts Receivable: working with the Sales Managers and Front Office teams to ensure timely generation of invoices, posting of payments; monitor aging and keep the A/R current.
Confidential and Proprietary Information Security: ensure that brand and company policies for information security (documents and electronic) are consistently adhered to.
Liaison with key contract support vendors: fire panel, sprinkler system, A/V, landscaping telephone system and other vendors for maintenance of essential systems.
Vehicle maintenance and liability: if applicable, ensure that vehicle maintenance logs are maintained, safety inspections and maintenance performed, drivers authorized through insurance provider and meet minimum requirements for safe driving.
Highlight pertinent information to teams re: special operational needs, VIPs, group arrival, transportation needs, planning for special departures (late departures, luggage storage, transportation), special Internet access codes, weather preparation, anticipated challenges.
Lead a minimum of one huddle per department per week. Directly deal with any guest or client issues as appropriate. Respond to SALT and TripAdvisor postings according to Winwood guidelines.
Monitor hotel facilities by conducting periodic inspections of guest rooms and public areas, business center, swimming pool, lobby and breakfast area, parking lots and lighting, outdoor areas, and the like.
Contribute to a team culture that fosters continuous improvement, mutual cooperation, loyalty & stability, superior service to guests and team alike. Ensure that brand standards of operations, safety, and services are maintained at all times. Ensure that financial control procedures for cash, vouchers, inventories and receivables are followed consistently.
Ensure SALT standards by monitoring effectiveness of Guest Service Departments: Breakfast, Housekeeping, Engineering. Coordinate with Engineering Team for responsiveness to guest needs and to maintain all aspects of the hotel in a “like new” condition.
Exercise complete direction of the hotel’s departments and contribute to the hotel’s primary goal of providing hospitality and exceed guest expectations for levels of service, quality, consistency and attention to detail – all team members are evaluated against this standard. Be aware of, act on and/or report any issue that affects safety of guest or team member.