General Manager
3 months ago
StepStone Hospitality a leading hospitality management company is seeking a dynamic General Manager for the newly renovated Fairfield Inn & Suites by Marriott Orlando International Drive/Convention Center hotel. The General Manager will lead the hotel's day-to-day operations, ensuring optimal financial and revenue performance and continuous improvements in guest satisfaction and associate morale. Collaborating closely with the VP of Operations, VP of Sales and Marketing and the revenue generation team on deploying and executing strategies that drives top line revenues and share performance.
The institutionally owned high-quality, world class branded hotel is ideally located adjacent to ICON Park and with its proximity to Orlando Country Convention Center, Lockheed Martin and the newly announced Epic Universal Theme Park Orlando makes it the perfect business and leisure destination.
Moreover, the General Manager will oversee a full service Food and Beverage operations, including a newly constructed bar/bistro, catering, and banquets operation that boasts over 3K+ meeting space.
The GM is hands-on in managing all staff, from scheduling to training, fostering an exceptional workplace environment, and ensuring adherence to safety and security protocols. Additionally, the GM oversees HR administration, including recruitment, benefits administration, and talent development.
· Passion for providing attentive, courteous, and efficient service to all guests prior to arrival and throughout their stay.
· Ensure high standards in customer service, including reservations, guest check-in, and check-out, billing, and inquiries.
· Assists the Operations Manager in supervising and training front desk staff. Maximizes revenue and occupancy.
· Creates a positive team-oriented environment focused on the guest. Possess the ability to multitask and prioritize.
Key Responsibilities:
· Guest Service: Display an unwavering passion for delivering attentive, courteous, and efficient service, catering to guests' needs before their arrival and throughout their stay.
· Elevated Guest Satisfaction Standard: Uphold and enforce high standards of customer service, overseeing reservations, guest check-in and check-out processes, billing, and promptly addressing guest inquiries or concerns.
· Team Support and Development: Collaborate with the Operations Manager to supervise and train the front desk staff, ensuring they possess the skills and knowledge to deliver exceptional service consistently.
· Revenue Maximization: Employ strategic measures to optimize revenue and occupancy levels, utilizing innovative approaches to enhance profitability while maintaining service excellence.
· Fostering a Positive Team Environment: Cultivate a positive, team-oriented environment that prioritizes guest satisfaction, encouraging and supporting staff to deliver exceptional service at all times.
· Effective Multitasking and Prioritization: Demonstrate adeptness in multitasking and effectively prioritizing tasks, ensuring efficient and smooth operations even during peak periods.
Preferred Sales Knowledge:
· Corporate Sales: Experience in selling corporate packages to businesses, including negotiating corporate rates and managing corporate accounts.
· Group Sales: Demonstrated ability to attract and manage group bookings such as conferences, weddings, and tour groups.
· Online Travel Agencies (OTAs): Familiarity with managing relationships with OTAs, optimizing listings, and maximizing revenue through online channels.
· Direct Sales: Proficiency in conducting direct sales efforts targeting individual travelers, including promotional campaigns, loyalty programs, and partnerships.
· Revenue Management: Understanding of revenue management principles and experience in implementing pricing strategies to optimize revenue per available room (RevPAR).
· Relationship Management: The ability to build and maintain strong relationships with key stakeholders, such as corporate clients, travel agencies, and local businesses, to drive sales and repeat business in concert with the sales team.
Requirements:HOTEL EXPERIENCE REQUIRED**
· Minimum four years of hotel executive leadership experience required (GM/AGM/DOS)
· Thorough understanding of total hotel operations
· Ownership Skills and excellent communication skills are a must.
· Prior DOS/Sales experience is preferred.
· Marriott branded experience preferred.
· 3rd party management/franchise experience preferred.
· Proven track record of driving NOI results.
· Demonstrated proficiency in managing to a performance plan (budget/forecast).
· Demonstrated proficiency in reading and understanding profit and loss statements.
· Demonstrated proficiency and full understanding of labor management and expense controls.
· F&B experience is preferred.
· Hands-on leadership experience is a must.
· Must be proficient in Microsoft Office products with an emphasis on Excel.
· Must be able to work AM/PM Weekends and Holidays as needed.
· Must be able to work with and understand financial information and data, and basic arithmetic functions.
· Proven record of success with Quality Assurance reviews and Guest Satisfaction.
· Time management and organizational skills.
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