As a member of the hotel Executive Committee, the Hotel Manager is a highly visible role with exposure to Senior and Corporate leadership. This position reports to the General Manager.
The hotel manager provides leaddership, coaching and training to ensure the consistent execution of established standards across Rooms Division, F&B Division, Engineering, and Security. This role is responsible for maintaining a strong operational presence throughout the property by conducting regular site walks, assessing staff performance, monitoring property conditions, and providing ongoing direction and support to the team.
The Hotel Manager oversees the overall Operations function, ensuring that all departments maintain the highest standards of guest service, safety, cleanliness, efficiency, and professionalism. Key responsibilities include employee training and development, performance management, scheduling, departmental coordination, and ensuring compliance with established policies and procedures.
The Hotel Manager works closely with departmental leaders to promote accountability, operational consistency, and an exceptional guest experience. In the absence of the General Manager, the Hotel Manager assumes full responsibility for the property, providing leadership and making operational decisions necessary to ensure the successful management of the hotel.
Responsibilities: - Participates in sales calls and site visits with members of the sales team to acquire new business or close on business.
- Reviews financial reports and statements to understand property's performance versus budget and expenses. Works to determine areas of concern and develops strategies to improve performance
- Coaches and supports hotel team to effectively manage wages and controllable expenses.
- Manages costs within the hotel, including supplies, utilities, food and beverage and labor expenses.
- Ensures service, technical skills and other training occur throughout the property to support successful daily operations.
- Establishes and maintains open, collaborative relationships with direct reports and entire team.
- Hires team members who demonstrate strong functional expertise, creativity and leadership to meet the business needs of the operation.
- Fosters team member commitment to providing exceptional service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and team members.
- Serves as a guest advocate for the property. Pulls together resources to resolve guest and operational issues and impact results.
- Is highly visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels, and overall satisfaction.
- Observes service behaviors of team members and provides feedback to individuals and/or supervisors. Continuously strives to improve service performance.
- Reviews comment cards, guest survey results and other data to identify areas of improvement. Reviews findings with hotel team and ensures appropriate action is taken.
- Analyzes service issues and identifies trends. Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.
- Ensures that building is well maintained and that operational areas have an atmosphere that meets or exceeds guest expectations.
- Inspires and motivates teams to achieve operational excellence.
- Ensures policies are administered fairly and consistently and that team member performance is evaluated and recognized where appropriate.
- Communicates and ensures execution of hotel emergency procedures.
Hyatt associates work in an environment that demands exceptional performance yet reaps great rewards. Whether it's career opportunities, job enrichment or a supportive work environment, if you are ready for this challenge, then we are ready for you.
