Hospitality - Hotel, Management

General Manager (Courtyard/Residence Inn)

General Manager (Courtyard/Residence Inn)

Company:
Paramount Hospitality

Location:
210 West Church Avenue
Knoxville, TN
37902
US

Category:
Hospitality - Hotel, Management

Degrees Required:
Not Specified

Employment Type:
Full-Time

Manages Others:
Yes

Requirements:

We are looking for a Hotel General Manager, who combines meticulous professionalism with a friendly, welcoming, and energetic personality. It is important that you are able to effectively manage P&L and financials to ensure your location's continued profitability. You should also display excellent verbal and written communication and interpersonal skills as well as strong customer-service and marketing abilities. 

Specific qualifications for the role include

  • Minimum 5 years' experience in hotel management
  • Background, credit, and job reference check; drug screening
  • Proven track record of success and/or improvement
  • Extensive knowledge of hotel operations, sales and marketing, food and beverage, human resources and hotel financial processes and analysis
  • Flexibility; willingness to travel to workshops, conventions, meetings, and the like
  • Ability to listen effectively and lead a team of professionals
  • Ability to work effectively both independently and as a team, delegate/manage/organize projects and priorities consistent with company objectives
  • Marriott brand and interface knowledge preferred

Benefits

As a Hotel General Manager with Paramount Hospitality, you will be part of a hospitality program that prides itself on cultivating a workplace that feels like home and that brings out the best in you, each and every day. It's the kind of company where many of our associates come for a job, but stay for a careerÑthe kind of place where your strengths will be appreciated, and where each of us can truly be ourselves. 

Your hard work and professional dedication will be rewarded with excellent compensation packages: 

  • Competitive salary
  • Bonus structure
  • Insurance (medical, dental, vision)
  • Paid vacation and sick leave
  • Structured retirement plan
  • Hotel room discounts at our locations around the globe
  • Professional development opportunities

Due to the nature of the hospitality industry, team members may be required to work varying schedules to reflect the business needs of the hotel.


We are seeking a hands-on, energetic General Manager to oversee our new, dual-property, 232-room Courtyard & Residence Inn by Marriott opening December 2018 in Downtown Knoxville. The position of General Manager entails management of the day to day hotel operations in keeping with all corporate and brand standards.  In addition, you must be able to maximize profitability as well as guest and team member satisfaction, communicates with hotel owners and corporate offices, as required, and ensure the development and execution of strategic sales and marketing initiatives.

The successful Paramount Hospitality Management general manager can blend strategic thinking for long term success with tactical planning and action.  Communication with and through department heads is crucial to ensuring the success of these plans.  As the general manager, you are also the chief executive officer (CEO) of a small business and need to be able to relate to other business leaders on an equal basis, through sales calls and community involvement.


Summary

To ensure continuing long-term revenue maximization and profitability while adhering to the pricing and marketing philosophy of the hotel and ensuring the guests receive complete satisfaction; continuous improvement of quality and service; protection of the owner's asset, including physical structure, financial stability and reputation.


Guest Services

  • Maintain guest service as the driving philosophy of the hotel.
  • Personally demonstrate a commitment to guest service by responding to guests' needs.
  • IS COMMITTED TO MAKING EVERY GUEST COMPLETELY SATISFIED.
  • Ensure hotel staff, including all new-hires, know all components of the Service Program, and are trained to meet service standards; develop added-value customer service programs.
  • Empower hotel staff to deliver guest service by encouraging and rewarding responsive guest assistance.
  • Ensure hotel standards contribute to the delivery of consistent guest service.
  • Ensure every guest has a memorable, positive guest experience

Marketing and Sales Management

  • Develop and implement marketing and sales plans based on demand segments to maximize revenue per available room.  Using Brand and company Sales Tool.
  • Know why competitors are successful in each demand segment and directly markets/sells against them.
  • Ensure that marketing and sales plans are appropriate for each sales period, including special plans to maximize room revenue and F&B revenue during forecasted low occupancy.
  • Coordinate advertising, public relations, and promotional programs.
  • Wors with sales and entire management team to secure banquets and meetings
  • Utilize our restaurant and meeting space to maximize revenue.
  • Know key accounts and actively “sell" through sales calls, property tours, etc.

Profit Management

  • Meet or exceed budgeted profit margin for hotel.
  • Accurately forecast revenues/expenses.
  • Prepare annual budget that accurately reflects the hotel's business plan.
  • Anticipate revenue/cost problems and manage the timing of discretionary expenditures to stabilize cash flow.
  • Analyze financial and operating information on ongoing basis to adjust business plans, labor requirements and operating costs.
  • Ensure hotel staff is trained in financial control procedures for cash, vouchers, inventories and receivables, and that these procedures are regularly followed.
  • Produce accurate, timely financial reports.
  • Know the hotel's demand segments and sources of business for each, the principal competition for each segment, and can take advantage to hotel's relative strengths against each
  • Identify major revenue and expense opportunities and possible problems.
  • Accurately forecast occupancy changes based on the changing market conditions (e.g. increased competition).
  • Translate business plans into action and manage those actions toward the achievement of revenue and cost objectives.

Human Resource Management

  • Manage human resources functions including recruiting, selection, orientation, training, performance planning and evaluation and pay/reward programs to maintain a qualified workforce.
  • Maintain a positive, cooperative work environment between staff and management.
  • Emphasize employee selection, training and development as a way of doing business.
  • Ensure all hotel employees know hotel objectives.
  • Ensure personnel files are accurate and comply with both local and federal laws and regulations.
  • Administer personnel policies fairly and consistently.
  • Resolve employee grievances in a fair and timely way
  • Ensure employees understand policies, pay procedures, bonus plans and benefits.
  • Help to develop management talent by acting as a mentor for direct subordinates.
  • Ensure training objectives and development plans are completed.
  • Monitor and maintains acceptable turnover levels.

Asset Management

  • Maintain physical product standards by managing preventive maintenance programs and by scheduling deep-cleaning activities.
  • Ensure ongoing staff and employee involvement in preventive maintenance programs.
  • Protect the interests of the hotel during capital projects.
  • Coordinate capital projects within budget, on time, and with minimal disruption to the guests.
  • Have outstanding property Quality Assurance Evaluations.
  • Personally conduct a weekly property audit with the hotel's guest services manager, maintenance, supervisor and executive housekeeper.
  • Inspect rooms, building exterior, parking lot, etc.

Safety and Security Management

  • Know local health and safety codes and regulations that apply to the hotel.
  • Understand and implement “Right to Know" laws.
  • Recognize and correct potential safety hazards such as broken doors or railings, fire hazards, etc.
  • Recognize and correct potential security problems such as locking doors after hours, etc.
  • Understand and follow policies and procedures for the hotel's key control system and ensures others are trained in same.
  • Use ongoing safety training to minimize worker's compensation claims.

Additional Operations Responsibilities will include but are not limited to the following:

  • Approve hotel department budgets, defining and directing changes as required.
  • Facilitate the preparation of hotel budgets and forecasts for corporate submission and approvals 
  • Review forecasts and balanced scorecard.  Maximize profitability, increase service levels and improve team member satisfaction.
  • Ensure hotel implementation and compliance of corporate policies and procedures as well as brand standards
  • Oversee sales and marketing activity.  Lead and/or participate in efforts to secure business as needed.
  • Work with sales team to maximize meeting space profitability
  • Lead department heads to ensure overall profit, service and team member satisfaction goals are met/exceeded.   
  • Respond to guests regarding service challenges.
  • Facilitate hotel meetings.
  • Hire, supervise, coach, discipline and conduct performance evaluations for department heads and key personnel. 
  • Monitor high potential department heads and team member activity and ensure their growth within the company.
  • Lead hotel operations, sales and marketing, food and beverage, human resources and hotel financial processes and analysis.
  • Lead the restaurant team
  • Comply with all local and brand restaurant policies and procedures
  • Communicate with hotel owners regarding results and aligning strategic plans for future development of the hotel. 
  • Attend industry meetings and participate in industry organizations.
  • Participate in and maintains active community relations.
  • Participate in corporate activities and meetings, as requested.
  • Participate in and ensure the hotel maintains active college relations
  • Input and retrieve information form computer system for file maintenance, correspondence, and preparation of forecasts

To maintain a competitive advantage in the marketplace, our hotel must provide a totally satisfying stay to every guest, every time.  Each point of contact with the guest is a “moment of truth"Ñan opportunity that will make or break the guest's experience.


Typical Daily Activities

  • Meet with each department head, either individually or as a group, to review the days planned activities, maintain focus and troubleshoot problems.  
  • Visit each department area (Housekeeping/Laundry, Maintenance Shop, Sales Office, etc.) and greet as many employees and guests as possible during your visits.
  • “Work" the breakfast area; visit with guests (to solicit guest comments and obtain sales leads    and referrals). Make sure that the breakfast presentation is attractive, and adheres to brand standards.
  • Tour the property, both interior and exterior, including pool, parking lot, corridors, meeting rooms and inspection of several guestrooms. Follow up on action items with department heads or staff members.
  • Check reservations, review and analyze room inventory and forecast.
  • Review Revenue Maximization Reports and any restrictions and policies in effect, implement revenue maximization strategies.
  • Review and approve audit pack. Prepare and/or verify daily approve deposit.
  • Review all vouchers reports and revenue adjustments.  Determine if adjustments are supported
  • Balance accounts receivable, verify billing, send statements and call past due accounts.
  • Review and sign applicable logs: front desk, security, etc. Follow up on items requiring action.
  • Review previous day's labor cost; compare to required labor standards

Typical Weekly Activities

  • Prepare weekly control reports and reports to submit to accounting.
  • Review activities designed to develop and maintain guest loyalty.
  • Prepare or approve weekly payroll; compare to labor standards.
  • Review progress on Preventive Maintenance Program and special projects.
  • Review and follow up on maintenance requests.
  • Conduct two to four personal sales calls, either in person or over the telephone.
  • Review Housekeeping performance: quality inspections, efficiency (minutes per room), and deep cleaning

Typical Monthly Activities

  • Drive by all billboards. Follow up on any problems.
  • Active in community and business organizations, such as Chamber of Commerce meetings or mixers, Convention and Visitors' Bureau or Hospitality Association meetings, etc.
  • Review financial performance on Profit and Loss (P&L) Statement. Prepare variance report.
  • Review Brand Business Information Reports from (Star Reports, GSRS, etc.) for revenue performance and Guest Satisfaction Tracking System (GSRS) report and Diagnostics, etc. for quality and Service performance. Share with department heads, prepare action steps and follow up; communicate with all staff members.
  • Review hotel sales and marketing plan. Prepare scheduled action items.
  • Evaluate plan and take appropriate actions.
  • Review all training needs and schedule appropriate actions.

Meetings

  • Daily management meeting with all department heads to review day's planned activities, maintain focus, troubleshoot problems and maximize opportunities.
  • Weekly staff meeting with all department heads to review forecast, groups and/or meetings, staffing, discuss training issues, budget adjustments and capital projects.
  • Weekly sales meeting with all sales staff (if any) and assistant general manager to discuss sales call volume and reports, forecast, performance against budget and to determine strategies.
  • Weekly revenue meeting with sales manager, assistant general manager, front desk manager and F&B manager to review Revenue Management Reports, discuss revenue maximization strategies and determine action steps.
  • Facilitate monthly meetings to discuss issues related to hotel improvement plans, team communication, employee motivation and other topics that support the “Every Guest is Completely Satisfied" culture.
  • Monthly all-staff meeting with all hotel employees, general manager and department heads report to the entire staff on operations, financial, quality results and progress toward goals in each area. Discuss GSRS and Star reports, internal departmental reports (i.e. sales call reports, housekeeping quality and efficiency scores, front desk reservation conversion rates, shopping scores, etc.) And portions of monthly Profit and Loss Statements along with budgeted goals. Progress toward goals should be the primary focus of the meeting, with celebrations of milestones and individual improvement.
  • Hotels often hold other types of meetings, such as safety and security meetings, inter-departmental problem-solving sessions and various types of training sessions

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