Functions as the primary strategic business leader of the property with responsibility for all aspects of the operation, including: managing general property performance, managing and sustaining sales and marketing strategy, managing profitability, managing revenue generation, and delivering a return on investment to both Marriott International and ownership
Leads the team in the development and implementation of property-wide strategies Acts as a steward and key leader for reinforcing culture Supports the implementation of the brand service strategy and brand initiatives with the objective of meeting or exceeding guest expectations and developing strong associate teams Builds relationships with key customers and is a key leader in the sales process Build relationship with ownership or asset manager
CANDIDATE PROFILE
Education and Experience
2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 6 years mixed management experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area
OR
4-year bachelors degree in Business Administration, Hotel and Restaurant Management, or related major; 4 years mixed management experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area
CORE WORK ACTIVITIES
Managing Property Operations and Department Budgets
Ensure service programs are in place and executed against (eg Refreshing Service)
Provide timely, real-time feedback to management and hourly/non-management associates on service and operational standards; including feedback on even the smallest of service and operational details
Review and follow-up on property Guest Service Satisfaction (GSS) scores and comments
Create and support clear lines of responsibility for management team, including coverage and oversight throughout the day
Walk the property to ensure public spaces, grounds, work and kitchen areas meet sanitation and cleanliness/maintece standards
Inspect guest rooms on a weekly basis to ensure cleanliness/maintece
Manage the flow of labor between departments to support effective management of Labor Budget and achievement of profitability goals
Act as a project manager for the execution of capital improvements (eg renovations, reinventions, refreshes, signage, etc)
Delegate responsibilities for operations and projects to appropriate level of associate
Prepare for Quality Assurance (QA) audits (ie daily and pre-visit activities)
Encourage all departments to operate under Standard Operating Procedures (SOP) or Local SOPs (LSOP) and make sure they are up to date
Actively participate in GSS committee
Follow and adapt Standard Operating Procedures in all areas of responsibility according with local laws
Maintain accountability for results for each one of the team members
Engage management and associates to deliver the best service in all interactions with guest, customers, etc
Managing and Sustaining Sales and Marketing Strategy
Manage relationships with decision makers at top accounts
Interact with in-house guests to prospect for new sources of business
Work with Market Sales to establish property sales strategy, extended stay occupancy (ESOcc) targets, sales goals, and action plans
Understand and leverage sales and marketing advantages over competitor properties within market
Coach and reinforce associate selling strategies that take advantage of property amenities
Work with the Regional Sales office (RSO) to implement sales strategy for the property (eg goal setting, setting rates, Occ, etc)
Develop innovative means for capturing new streams of revenue through property amenities
Ensure direct sales staff fully utilizes e-tools (eg e-proposals, e-mail signatures), as appropriate
Participate in and host customer recognition events to drive sales
Monitor sales strategy with RSO to ensure ongoing effectiveness and compliance
Participate in the property sales review (PSR)
Identify key revenue generating stakeholders and customers and communicate information to sales offices
Collaborate with Regional Marketing and eCommerce Managers to develop and/or sustain marketing and eCommerce strategies for the hotel
Actively participate in sales calls and sales visits to generate demand for the property and build relationships with potential customers
Participate and encourage leaders to participate in sales events, local and international promotions
Help and direct all efforts to contribute to increase sales in the Marriott portfolio
Follow up appropriately and in a timely manner to answer guest and customer questions
Actively identifies local talent to grow Company in new markets
Engages with the community to build strong relationships with neighbors
Champions and leads BLT process
Acts as an Ambassador for the Company within the community
Managing Profitability
Measure, analyze, and communicate property performance using a variety of ficial/non-ficial data including controllable costs, sales revenueguest satisfaction, and associate engagement data
Manage on-property controllable costs associated with rooms, housekeeping, events, and food and beverage operations
Initiate action to support property revenue and profitability goals
Update and communicate profit forecasts to associates/managers
Review and sign off on invoices
Review Property Distribution Summary (OnDemand) and Purchase Detail Reports; identify, research, and resolve balance issues
Consolidate reports needed for period-end review (eg P&L, Accounting Scorecard, Banking Report and Statistics, PACE, credit card fraud report)
Review property performance on period basis with Regional Director
Conduct h-end critiques with each manager
Prepare and review forecast vs
actual to adjust and modify in accordance with goals in sales and profitability
Review with team leaders and support actions to achieve results in alignment with property and brand goals
Train leaders and associates to critique results and generate plans and actions to improve results
Maintaining Revenue Management Goals
Manage the relationship with the revenue management office (eg participate in routine calls, strategy meetings, periodic update meetings, etc)
Review and work with appropriate revenue management reports (eg Demand Eye Chart, Benchmark Pricing Evaluator, Rate/Value Matrix, Smith Travel Research (STR) reports, etc)
Balance inventory to ensure same-day sellouts
Support and test strategies, review rates and adjust them to manage optimal mix in the segmentation
Managing Relationships with Property Stakeholders (eg Owner and Above Property)
Keep brand leadership team, owners, and above property stakeholders updated on property performance in the areas of ficials, guest satisfaction, and associate engagement
Prepare and present reports for owners and above property leadership using ficial/performance data
Conduct property critique
Conduct annual business reviews
Respond to off-property (eg regional and owner) requests for sales information (eg Market Outlook, STR Report critique, etc)
Participate in ad hoc owner conference calls and respond appropriately to owner requests
Meet with other managers from the competitive set and built the relation with other business related to the hotel activity
Managing and Conducting Human Resource activities
Conduct performance review process for associates (including LPP/HPP, career plan form, development plans, associate information form, mid-year check-ins, 90-day check-ins for new associates, etc)
Understand the performance expectations for all positions within the property (eg front desk associategourmet attendant, etc)
Ensure ongoing development of managers (eg one on one coaching, providing stretch assignments, etc)
Cascade/Deliver training to associates
Facilitate cross training to support associate professional growth and operational excellence
Conduct day to day Human Resource transactions to support needs of the property (eg compensation actions, initiation and approval of hiring requisitions, etc)
Lead associates through property changes, and help them transition into new property roles
Facilitate on property activities that communicate and reinforce culture with associates
Complete management training (eg ConnectU, GM conferences, HR Skills, etc)
Support recruitment and hiring efforts from various sourcing channels (eg local job fairs, Internet, referrals) to target associates with skill sets (eg rooms operations) compatible for operational needs
Complete all trainings regarding the human resources systems
Conduct All Associates meeting every quarter
Create a local benefits package for associates
Review and follow up on pending items from HR audits and other audits that include HR items
Participate in hly departmental meetings and engage associates to contribute in a positive manner
Conduct town hall meetings with associates to share results vs
actuals forecast
Meet with other property HR managers to have a better understanding of their operations and benefits, compare wages, and prepare plans of actions if necessary
Closely involved in Engagement Survey (ES) process
Additional Responsibilities
Manage e-mail
Manage daily paper mail
Participate in conference calls (eg sales, promotion, questions and answers, property performance, etc)
Provide follow-up information to Regional Director and other Extended Stay/Select Service executives
Prepare for Regional Director visits (eg pulling and consolidating relevant reports)
