General Manager

Full-Time

Functions as the primary strategic business leader of the property with responsibility for all aspects of the operation including managing general property performance, managing, and sustaining sales and marketing strategy, managing profitability, managing revenue generation, and delivering a return on investment to both Coastal Hospitality Associates and ownership. Leads the team in the development and implementation of property-wide strategies. Acts as a steward and key leader for reinforcing Residence Inn’s culture. Supports the implementation of the brand service strategy and brand initiatives with the objective of meeting or exceeding guest expectations and developing a strong associate team. Build relationships with key customers and is involved in the sales process.

• Verify that service programs are in place.

• Provide timely, real-time feedback to management and hourly associates on service and operational standards, including feedback on the smallest of service and operational details.

• Review and follow-up on property GSS scores and comments.

• Create and support clear lines of responsibility for management team, including coverage and oversight throughout the day.

• Walk the property to ensure public spaces, grounds, work, and kitchen areas meet sanitation and cleanliness/maintenance standards.

• Manage the flow of labor between departments to support effective management of Labor Budget and achievement of profitability goals.

• Act as a project manager for the execution of capital improvements (e.g., renovations, reinventions, refreshes, signage, etc.).

• Delegate responsibilities for operations and projects to an appropriate level of associate.

• Prepare for successful QA audits (i.e., daily and pre-visit activities).

• Manage relationships with decision makers at top accounts.

• Interact with in-house guests to prospect new sources of business.

• Work with Sales Team to establish property sales strategies, extended stay occupancy targets, sales goals, and action plans.

• Understand and leverage sales and marketing advantages over competitor properties within market.

• Coach and reinforce associate selling strategies that take advantage of property amenities.

• Work with the Corporate Sales office to implement sales strategy for the property (e.g., goal setting, setting rates, etc.).

• Participate in the annual RFP process.

• Participate in and/or host customer recognition events to drive sales.

• Monitor sales strategy to ensure ongoing effectiveness and compliance.

• Participate in the property sales review.

• Identify key revenue generating stakeholders and customers and communicate information to sales offices.

• Lead and participate in writing the annual Business Plan. Track and measure achievement of plan goals and initiatives throughout the year.

• Participate in the annual Sales Booking Goal setting process. Monitor achievement of goals throughout the year.

•Maintain positive online reputation and social media presence for the property.

• Measure, analyze, and communicate property performance using a variety of financial/non-financial data including controllable costs, sales revenue, guest satisfaction, and associate engagement data.

• Monitor and forecast future Extended Stay Occupancy and Rate Tiers to sustain revenue management and profitability strategy.

• Manage on-property controllable costs associated with rooms, housekeeping, events, and food and beverage operations

• Initiate action to support property revenue and profitability goals.

• Update and communicate profit forecasts to associates/managers.

• Review and sign off on invoices.

• Review Property Distribution Summary (OnDemand) and Purchase Detail Reports; identify, research, and resolve balance issues.

• Consolidate reports needed for period-end review (e.g., P&L, Accounting Scorecard and PACE).

• Manage the relationship with the revenue management office (e.g., participate in routine calls, strategy meetings, periodic update meetings, etc.).

• Review and work with appropriate revenue management reports (e.g., Demand, Pricing, Rate to Value, Pace, Smith Travel Research (STR) reports, Brand Strategy etc.).

• Balance inventory to ensure maximized inventory and same-day sellouts.

• Keep brand leadership team, owners, and above property stakeholders updated on property performance in the areas of financials, guest satisfaction, and associate engagement.

• Prepare and present reports for owners and above property leadership using financial performance data.

• Conduct property tours and site visits (e.g., ownership insurance, banking, etc.)

• Conduct annual business reviews.

• Respond to off-property (e.g., regional and owner) requests for sales information (e.g., Market Outlook, STR Report, Pace, etc.).

• Participate in ad hoc owner conference calls and respond appropriately to owner requests.

• Conduct performance review process for associate development plans, 90-day check-ins for new associates, etc.

• Understand the performance expectations for all positions within the property

• Manage ongoing development of managers (e.g., one on one coaching, etc.).

• Ensure proper delivery of training to associates.

• Facilitate cross training to support associate professional growth and operational excellence.

• Conduct day to day Human Resource transactions to support property needs (e.g., compensation actions, initiation, and approval of hiring, etc.).

• Lead associates through property changes and support their transition into new property roles.

• Facilitate on property activities that communicate and reinforce Residence Inn culture with associates.

• Complete required management training (e.g., ConnectU, GM conferences, HR Skills, etc.).

• Support recruitment and hiring efforts from various sourcing channels (e.g., local job fairs, Internet, referrals) to target associates with skill sets that aid in property successes.

• Create a hotel culture based on Coastal Core Values

• Manage e-mail.

• Manage daily paper mail.

• Participate in conference calls (e.g., sales, revenue, brand, property performance, etc.).

• Provide follow-up of pertinent property information to Coastal Corporate Office

• Prepare for SVP of Operations visits (e.g., pulling and consolidating relevant reports).

The salary range for this position is $85,000 to $100,000 annually. Coastal Hospitality offers a bonus program, comprehensive health care benefits, 401(k) plan with up to 5% company match, accrued paid time off, life insurance, group disability insurance, travel discounts, health savings accounts, flexible spending accounts, tuition assistance, as well as other life and work wellness benefits.

At Coastal Hospitality Associates, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law. Coastal Hospitality Associates considers qualified applicants with criminal histories consistent with applicable federal, state, and local law.