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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 ten accounts, meeting clients, hosting luncheons and receptions, and meeting with on-site contacts.
• Tour operating departments daily to ensure smooth operations and staffing, making adjustments as needed.
• Conduct weekly staff meetings, including training sessions and reviews of sales and operations efforts.
• 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 a monthly financial review with all department managers, M.OI.D.s, and available supervisors.
• Ensure department heads maintain budgeted productivity levels and Highgate Hotel standard checkbook accounting procedures.
• Develop managers for future advancement through competency and corporate training programs.
• Participate in required M.O.D. coverage as scheduled.
• Maintain, develop, 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 for compliance.
• Oversee and assist in the Highgate Hotel’s budget process as required.
• Oversee and assist in the Highgate Hotel’s monthly forecast process as required.
• Ensure training in service standards is taking place in each department using Highgate Hotel standards.
• 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 through employee development and motivation.
• Inspect rooms regularly (weekly at a minimum) with the Housekeeping Manager, Property Engineer, and General Manager.
• Ensure complete processing of invoices daily using the A/P process.
• Ensure all appropriate information for financial documents is received by the Corporate Office monthly, in compliance with the monthly accounting calendar.
• Ensure the cleanliness and maintenance of the physical property through inspections and preventive maintenance programs.
• Ensure employees are attentive, friendly, courteous, and efficient in interactions with guests and management.
• Forecast the hotel's financial position monthly by estimating revenues and expenses, and analyze data to generate an accurate reforecast.
• Prepare and conduct operational management interviews and follow hiring procedures.
• Interview all prospective final candidates for vacant operational management positions prior to extending an offer.
• Perform department manager performance appraisals according to Highgate Hotel S.O.P.'s and ensure managers comply with standards.
• Motivate, coach, counsel, and discipline all management personnel according to Highgate Hotel S.O.P.'s.
• Perform other duties as requested by the Vice President of Operations, Regional Director of Operations, or General Manager.
• Ensure all employees receive fair and equitable treatment according to Highgate Hotel S.O.P.'s.
• Meet clients on the property to assist in the sales effort.
• Be in public areas during peak times, greeting guests and offering assistance.
• Ensure procedures for handling the hotel safe, including security and monthly audits, are followed.
• Ensure monthly credit meetings are conducted and actively participate in hotel credit and collection policies.
• Complete required corporate training modules and become certified to train others as required.
• Ensure all scheduled meetings take place on the property.

Requirements

• At least 6 years progressive experience in a hotel or a related field.
• Maintain a warm and friendly demeanor at all times.
• Must be able to effectively communicate verbally and written with all levels of employees and guests.
• Must be effective at listening, understanding, and clarifying concerns raised by employees and guests.
• Must be able to 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 to encourage safe and efficient hotel operations.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Must be effective in handling problems, including anticipating, preventing, identifying, and solving problems.
• Must be able to understand and evaluate complex information, data, etc. from various sources.
• Must be able to maintain confidentiality of information.
• Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull, or otherwise move objects.
• Perform other duties as requested by management.

Skills

• Revenue generation
• Cost control
• Guest satisfaction
• Employee training
• Employee engagement
• Sales
• Financial review
• Budgeting
• Forecasting
• Service standards
• Payroll procedures
• PCI compliance
• Team-oriented environment
• Employee development
• Motivation
• Interviewing
• Hiring procedures
• Performance appraisals
• Coaching
• Counseling
• Discipline
• Conflict resolution
• Communication (verbal and written)
• Active listening
• Multitasking
• Prioritization
• Problem-solving
• Data evaluation
• Confidentiality

Location

• Highgate Hotels

Work Type

• Full-time

Experience Level

• 6+ years progressive experience in a hotel or related field

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, from planning and development through recapitalization or disposition.
• Highgate continues to demonstrate success in developing a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, featuring contemporary programming and digital acumen.
• The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value.
• With an executive team of seasoned hospitality leaders and corporate offices worldwide, Highgate is a trusted partner for top ownership groups and major hotel brands.
• www.highgate.com