General Manager| Hilton Garden Inn Marlborough

Overview

General Manager | Hilton Garden Inn Marlborough

Job Category : Operations

Requisition Number : GENER008052

Location : Hilton Garden Inn, Marlborough, MA 01752, USA

Responsibilities

• Lead the overall management and operation of the hotel, driving revenue, maximizing profit and ensuring quality.
• Manage assigned staff to achieve revenue, financial results, guest satisfaction and positive employee relations.
• Maintain high service and quality standards according to brand requirements, including Quality Assurance Inspections and Guest Satisfaction Surveys.
• Communicate guest feedback to hotel staff and address trends / issues in a timely manner.
• Assist with, encourage, provide and train guest service for all associates; set an example of the expected level of guest service.
• Follow up on guest inquiries, issues and concerns promptly to maintain CSM’s standards of quality and service.
• Participate in the hotel’s sales efforts : analyze and negotiate business, determine pricing and yield strategies, and attend sales calls / site visits to sustain client relationships.
• Maintain community presence by attending Chamber and CVB meetings, and establishing relationships with other hotels, schools, universities and local organizations.
• Manage budgets, forecasts and business plans in collaboration with the sales team; implement sales strategies to maximize revenue potential with the Revenue Manager and Sales Team.
• Provide direction to the operations team to meet service and quality needs of negotiated accounts and groups.
• Identify potential obstacles to exemplary service and implement ideas to maximize guest satisfaction scores.
• Communicate guest satisfaction results to the hotel team and address identified trends; respond to guest concerns from surveys when necessary.
• Work with the hotel team to maintain guest satisfaction scores within brand-acceptable ranges.
• Manage expenses to maximize profitability; review and release payroll and ensure effective labor management.
• Utilize procurement systems and adhere to approved vendor networks for purchasing; manage hotel budget and ongoing forecasting.
• Communicate financial forecasts via weekly reporting and critique month-end results; share revenue forecasts with leadership to adjust departmental expenses.
• Review A / R and A / P following internal accounting procedures; manage company assets within budget guidelines.
• Assist with ongoing training and development of hotel associates; maintain training records and ensure effective new hire training.
• Interview, hire, coach and develop hotel staff and management; conduct annual employee reviews and address performance issues appropriately.
• Motivate staff through goal setting, feedback and recognition; address areas for improvement identified by surveys and maintain turnover within acceptable guidelines.
• Provide fair treatment and open-door policy for all associates; manage workload and adjust schedules as needed.
• Lead daily team meetings and regular departmental / hotel meetings; participate in monthly Safety Committee meetings.
• Conduct routine inspections to maintain standards of CSM, brand, and compliance with local, state and federal regulations; promote a clean and safe work environment.
• Handle guest and employee incidents in a timely and effective manner; complete incident reports and follow up as required; promote corporate safety programs and OSHA / SDS compliance.

Qualifications

Benefits

CSM Corporation offers a comprehensive benefits package to regular full-time employees, including medical, dental and vision insurance, company-paid life insurance and short / long-term disability, 401(k) with company match, tuition reimbursement, voluntary benefits, paid time off, hotel discounts and more. For benefits for regular part-time or on-call employees, please email benefits@csmcorp.net.

Equal Opportunity

Equal Opportunity Employer. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

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