General Manager

at  Embassy Suites by Hilton Toronto Airport

Job Overview
Manage the operations of the hotel to maximize profitability, ensure superior service and product quality, and drive brand and value initiatives, hotel performance, and the development of people

Duties and Responsibilities

• Manage day-to-day operations and assignments of the hotel. Plan and organize work, communicate goals, and schedule/assign work. Comply with and advise staff of formal policies and procedures, identify options, and resolve issues. Initiate salary, disciplinary, or other staffing-related actions per company rules and policies. Alert regional management or corporate office of serious issues.
• Meet or exceed Gross Operating Profit (GOP) and flow through goals. Maximize room revenues and achieve Revenue Growth Index (RGI) and Revenue Per Available Room goals. Anticipate and plan for market shifts.
• Develop and monitor the performance of financial and operational plans/budgets and sales and marketing plans for the hotel which support the overall objectives of the corporation. Control labour and expenses in all areas of operations. Generate well-written commentary and correct departmental control issues.
• Generate and execute the Capital Expenditure Plans for capital improvements to enhance the assets of the company and brand loyalty.
• Achieve and maintain Overall Satisfaction Score (OSS) goals. Oversee the guest service function to ensure guest complaints are resolved appropriately and that appropriate service recovery gestures are made to ensure complete guest satisfaction. Establish and implement superior VIP services and programs that meet and/or exceed the expectations of the hotel’s clientele.
• Ensure that food and beverage profitability and revenue goals are met or exceeded by ensuring optimal use of banquet/outlet space and the cost-effective management of the hotel’s food and beverage outlets. Adhere to brand standards.
• Achieve satisfactory results on internal audits and Controls Self-Assessment (CSA). Manage aging of receivables to ensure bad debt expense is at a minimum.
• Ensure that product quality standards are met in all areas of the hotel as it relates to the appearance, levels of maintenance and cleanliness; establish and maintain preventative maintenance programs to protect the physical assets of the hotel. Achieve productivity and quality goals.
• Actively promote employee participation in the Employee Satisfaction Pulse Survey (ESPS). Achieve established ESPS goals. Ensure the development and implementation of programs and events that foster a positive work environment, e.g., New Employee Orientation, employee recognition programs, harassment-free workplace training, etc.
• Establish performance goals for employees and provide regular feedback. Develop a succession plan to ensure adequate future bench strength. Ensure all staff is properly trained and have the tools and equipment needed to effectively carry out their job functions.
• Ensure a safe and secure environment for guests, employees, and hotel assets. Achieve established Worker’s Compensation and safety compliance goals. Comply with all standards and inspection requirements.
• Develop and maintain rapport with key community contacts to ensure a visible presence in the local community.
• Promote teamwork and quality service through daily communication and coordination with all departments, regional contacts, and the corporate office.
• Interact with outside contacts:
• Guests – to ensure their total satisfaction
• Owners and/or Principals – regarding operational updates and current issues
• Vendors – to ensure adequate inventory of supplies and equipment, to discuss pricing or service issues, to resolve any vendor performance issues, etc.
• Regulatory agencies – regarding safety and compliance matters
• Other contacts as needed (Professional organizations, community groups, local media)
• May assist with other duties as assigned.

QUALIFICATIONS AND REQUIREMENTS

Education

• Minimum: Bachelor’s degree in Hotel Administration, Business Administration or equivalent

Experience

• 5-10 years of general management experience in a related full-service, luxury or resort property. The type and level of experience required may vary slightly based on the size and complexity of the operation. Must speak fluid English. Other languages preferred.

Other:

• Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances are utilized frequently.
• Strong reading and writing abilities are required
• Problem-solving, reasoning, motivating, organizational and training abilities are used often.
• May be required to work nights, weekends, and/or holidays.

Physical Requirements

• This job requires the ability to perform the following:
• Carrying or lifting items weighing up to 25 pounds
• Remain stationary for extended periods
• Handling objects
• Bending, stooping, kneeling
• Demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand, and the Company.

• Manage day-to-day operations and assignments of the hotel. Plan and organize work, communicate goals, and schedule/assign work. Comply with and advise staff of formal policies and procedures, identify options, and resolve issues. Initiate salary, disciplinary, or other staffing-related actions per company rules and policies. Alert regional management or corporate office of serious issues.
• Meet or exceed Gross Operating Profit (GOP) and flow through goals. Maximize room revenues and achieve Revenue Growth Index (RGI) and Revenue Per Available Room goals. Anticipate and plan for market shifts.
• Develop and monitor the performance of financial and operational plans/budgets and sales and marketing plans for the hotel which support the overall objectives of the corporation. Control labour and expenses in all areas of operations. Generate well-written commentary and correct departmental control issues.
• Generate and execute the Capital Expenditure Plans for capital improvements to enhance the assets of the company and brand loyalty.
• Achieve and maintain Overall Satisfaction Score (OSS) goals. Oversee the guest service function to ensure guest complaints are resolved appropriately and that appropriate service recovery gestures are made to ensure complete guest satisfaction. Establish and implement superior VIP services and programs that meet and/or exceed the expectations of the hotel’s clientele.
• Ensure that food and beverage profitability and revenue goals are met or exceeded by ensuring optimal use of banquet/outlet space and the cost-effective management of the hotel’s food and beverage outlets. Adhere to brand standards.
• Achieve satisfactory results on internal audits and Controls Self-Assessment (CSA). Manage aging of receivables to ensure bad debt expense is at a minimum.
• Ensure that product quality standards are met in all areas of the hotel as it relates to the appearance, levels of maintenance and cleanliness; establish and maintain preventative maintenance programs to protect the physical assets of the hotel. Achieve productivity and quality goals.
• Actively promote employee participation in the Employee Satisfaction Pulse Survey (ESPS). Achieve established ESPS goals. Ensure the development and implementation of programs and events that foster a positive work environment, e.g., New Employee Orientation, employee recognition programs, harassment-free workplace training, etc.
• Establish performance goals for employees and provide regular feedback. Develop a succession plan to ensure adequate future bench strength. Ensure all staff is properly trained and have the tools and equipment needed to effectively carry out their job functions.
• Ensure a safe and secure environment for guests, employees, and hotel assets. Achieve established Worker’s Compensation and safety compliance goals. Comply with all standards and inspection requirements.
• Develop and maintain rapport with key community contacts to ensure a visible presence in the local community.
• Promote teamwork and quality service through daily communication and coordination with all departments, regional contacts, and the corporate office.
• Interact with outside contacts:
• Guests – to ensure their total satisfaction
• Owners and/or Principals – regarding operational updates and current issues
• Vendors – to ensure adequate inventory of supplies and equipment, to discuss pricing or service issues, to resolve any vendor performance issues, etc.
• Regulatory agencies – regarding safety and compliance matters
• Other contacts as needed (Professional organizations, community groups, local media)
• May assist with other duties as assigned