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About the Role

The Hotel Manager is responsible for continually focusing on achieving hotel profitability through revenue generation, cost control, guest satisfaction, and employee development, while maintaining the integrity of the hotel.

Responsibilities

• Participate in hotel sales efforts, including calling on top accounts, meeting clients, and hosting events.
• Tour operating departments daily to ensure smooth operations and adequate staffing, making adjustments as needed.
• Conduct weekly staff meetings, including training sessions and reviews of sales and operations.
• Conduct weekly one-on-one meetings with operational department heads to review financials, goals, and performance.
• Attend operational line-ups at least once a week.
• Meet all financial review dates and corporate directed programs in a timely fashion.
• Hold monthly financial reviews with department managers, M.O.I.D.s, and supervisors.
• Ensure department heads maintain budgeted productivity levels and adhere to accounting procedures.
• Develop managers for future advancement through training programs.
• Participate in M.O.D. coverage as scheduled.
• Maintain and monitor the effectiveness of the Lobby Ambassador program.
• Maintain direct contact with and monitor the development of management trainees.
• Adhere to all Highgate Hotel policies and procedures and train new managers.
• Oversee and assist in the Highgate Hotel’s budget and monthly forecast processes.
• Ensure training in service standards is conducted in each department.
• Ensure department heads follow payroll procedures, managing overtime and meal break penalties.
• Ensure all operational departments, vendors, and partners follow PCI compliance protocol.
• Assist in creating a positive, team-oriented environment focused on the guest.
• Inspect rooms regularly with the Housekeeping Manager and Property Engineer.
• Ensure complete processing of invoices daily using the A/P process.
• Ensure all financial document information is received by the Corporate Office monthly.
• Ensure the cleanliness and maintenance of the physical property through inspections and preventive maintenance.
• Ensure employees are attentive, friendly, courteous, and efficient in guest interactions.
• Forecast the hotel's financial position monthly by estimating revenues and expenses.
• Prepare and conduct operational management interviews and follow hiring procedures.
• Interview final candidates for operational management positions prior to extending offers.
• Perform department manager performance appraisals and ensure managers comply with appraisal standards.
• Motivate, coach, counsel, and discipline management personnel.
• Perform other duties as requested by management.
• Ensure all employees receive fair and equitable treatment.
• Meet clients on the property to assist in the sales effort.
• Be present in public areas during peak times, greeting guests and offering assistance.
• Ensure procedures for handling the hotel safe and conducting monthly safe audits are followed.
• Ensure monthly credit meetings are conducted and participate in credit and collection policies.
• Complete required corporate training modules and become certified to train others.
• Ensure all scheduled meetings take place on the property.
• Conduct daily WBR meetings in conjunction with the Director of Sales.

Requirements

• At least 6 years progressive experience in a hotel or a related field.
• Maintain a warm and friendly demeanor at all times.
• Effectively communicate verbally and written with all levels of employees and guests.
• Be effective at listening, understanding, and clarifying concerns.
• Multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in an attentive, friendly, courteous, and service-oriented manner.
• Attend all hotel required meetings and trainings.
• Participate in M.O.D. coverage as required.
• Maintain regular attendance in compliance with Highgate Hotel Standards.
• Maintain high standards of personal appearance and grooming.
• Comply with Highgate Hotel Standards and regulations.
• Maximize efforts towards productivity, identify problem areas, and assist in implementing solutions.
• Be effective in handling problems, including anticipating, preventing, identifying, and solving them.
• Understand and evaluate complex information from various sources.
• Maintain confidentiality of information.
• Perform other duties as requested by management.

Skills

• Revenue generation
• Cost control
• Guest satisfaction
• Employee development
• Training
• Sales
• Financial review
• Budgeting
• Forecasting
• Service standards
• Payroll management
• PCI compliance
• Team-oriented environment
• Preventive maintenance
• Hiring procedures
• Performance appraisals
• Coaching
• Counseling
• Disciplinary procedures
• Credit and collection policies

Location

• On-site

Work Type

• Full-time

Experience Level

• 6+ years progressive experience

Education Level

• Bachelor's Degree preferred

About the Company

• Highgate is a leading real estate investment and hospitality management company with over $15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America.
• With a 30-year track record as an innovator in the hospitality industry, this forward-thinking company provides expert guidance through all stages of the property cycle.
• Highgate develops a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts.
• The company utilizes industry-leading revenue management tools to drive outperformance and maximize asset value.
• Highgate is a trusted partner for top ownership groups and major hotel brands.