Title: Hotel Manager I
Location: CHN-China-Shanghai-JW Marriott Hotel Shanghai at Tomorrow Square
Job Number: 1400001R
With more than 300 managed properties worldwide (including conference centers) our flagship brand, Marriott Hotels & Resorts celebrates the drive, focus, and resilience of our guests while focusing on exceptional service and genuine comfort. As part of the Marriott Hotels & Resorts team, you'll work to make the most of the travel experience of each and every guests. Find Your World™ at Marriott Hotels & Resorts.
Experience
· Varies by size and complexity of property
Skills and Knowledge
· Extensive knowledge of hotel operations and operating strategies
· Extensive knowledge of rooms operations
· Solid knowledge of food and beverage concepts and sales strategies
· Knowledge of revenue management and marketing strategies
· Ability to understand complex sales organization and corresponding sales processes
· Retail merchandising skills
· Knowledge of purchasing, inventory controls, supplies and equipment
· Knowledge of governmental regulations and safety standards (OSHA, EPA, ADA, CFC, NFPA)
· Working knowledge of hotel laws governing operations
· Strong organization skills
· Ability to effectively manage labor productivity
· Financial management skills e.g., ability to analyze P&L statements, develop operating budgets, forecasting and capital expenditure planning
· Ability to use standard software applications and hotel systems
· Strategic Planning Skills
· Ability to evaluate business trends, determine applicability to customer profile and modify business strategies accordingly
· Ability to creatively execute against the strategy and drive results; can originate and invent new ways to create a unique guest experience and maximize revenue
· Ability to take constructive action without relying on directions from others
· Ability to network and build relationships to grow the business
· Ability to exercise flexibility rather than rigid adherence to procedures in order to accomplish goals
· Effective decision-making skills; can choose a course of action amongst options involving uncertainty or risk
· Strong problem-solving skills; encourages new innovative solutions when appropriate
· Strong communication skills (verbal, listening, writing)
· Effective influence skills
· Strong consensus building skills
· Effective change management skills
· Strong customer and associate relation skills
Human Resources
· Hires operations management team members who demonstrate strong functional expertise, creativity and entrepreneurial leadership to meet the business needs of the operation.
· Ensures operations managers develop a departmental orientation program and associates receive the appropriate new hire training to successfully perform their job. Ensures managers cross-train associates to support successful daily operations.
· Creates appropriate development plans and develops team members based on their individual strengths, development needs, career aspirations and abilities. Ensures the same is done for all managers in the property.
· Is knowledgeable of leadership talent in the property; identifies resource needs to strengthen team and plans for future openings.
· Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance. Coaches team by providing specific feedback to improve performance. Conducts annual performance appraisals with direct reports according to Standard Operating Procedures.
· Participates in the Management Candidacy Review Board process.
· Ensures service, technical skills and leadership training occurs throughout operations to support successful daily operations.
· Establishes and maintains open, collaborative relationships with direct reports and entire team. Ensures direct reports do the same for their team.
· Establishes a presence with associates on property and actively solicits associate feedback. Utilizes an open door” policy and reviews associate satisfaction results to identify and address associate problems or concerns. Ensures associates are treated fairly and equitably.
· Ensures that regular on-going communication takes place throughout operations to recognize performance, set expectations and create awareness of business objectives.
· Celebrates successes and publicly recognizes the contributions of team members; ensures recognition occurs in all operations areas.
· Ensures hotel policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process.
· Ensures team participates in community service events sponsored by Marriott International to build teamwork and enhance community relationships (e.g., Community Clean-up Day, visits to senior citizens homes and homeless shelters).
Sales and Revenue Management
· Provides input and supports overall sales strategy.
· Suggests innovative marketing ideas to gain market share.
· Balances sales goals and commitments with operations ability to deliver against them.
· Participates in weekly sales strategy meeting to anticipate service and staffing needs.
· Attends the revenue management meeting, evaluates mix of transient and group revenue and provides pricing recommendations, anticipates problem dates and proactively takes action to resolve problems.
· Reviews sales contracts for current year and next year. Identifies dates when transient rates may be listing lower than group rates and recommends changes to rates if necessary or develops alternate strategy.
· Ensures operations team has a sales strategy with aggressive goals and motivates individuals to achieve these goals and maximize performance.
· Attends monthly projection meeting to anticipate long term planning needs.
· Communicates regularly with meeting planners on property, evaluates if operations is meeting service needs and provides feedback to operations team.
· Uses the STAR report, competitive shopping and other resources to maintain an awareness of the hotel’s market position. Researches competitor’s strategies to identify ways to increase market share and maximize revenue.
· Participates in meeting planner site visits or inspections and prepares operations team for the same.
· Develops strong community and public relations by participating in local events or sponsoring activities that showcase the property.
· Has overall responsibility for operations sales performance against budget. Monitors the department’s actual and projected sales to ensure revenue goals are met or exceeded and opportunities are identified and addressed. Reviews RevPAR, meal period covers, room capture ratio and average check on a daily basis.
· Participates in sales calls with members of the sales team to acquire new business.
Financial Management
· Reviews financial reports and statements to determine how Operations is performing against budget. Works with direct reports to determine areas of concern and establish ways to improve the departments’ financial performance. Leads cost containment efforts within operations including organizational restructuring when necessary.
· Coaches and supports operations team to effectively manage occupancy & rate, wages and controllable expenses. Strives to maintain profit margins without compromising guest or associate satisfaction.
· Reviews the Wage Progress Report and compares budgeted wages to actual wages, coaches direct reports to address problem areas and holds team accountable for results.
· Conducts comparative analysis and gathers best practices. Encourages operations team to either establish new processes or improve existing processes to yield greater productivity e.g., banquet set-up and group check-in process.
· Facilitates the capital expenditure process with the operations departments. Works with direct reports to identify ways to improve product or service levels and add value for the customer and associates. Ensures capital expenditure funds are being used to address the priorities outlined in the service strategy.
· Negotiates contracts with retailers, service vendors and other contractors to obtain agreements that are beneficial for the property in accordance with SOPs (e.g., Avendra).
Owner Relations
· Provides the operational expertise during owner meetings; gives meaning or context to the financial results, demonstrates an understanding of cash flow and owner priorities.
· Shares new ideas for stimulating business opportunities, improving service and increasing profitability.
· Builds owner loyalty through good communication, recognition and involvement in key decisions.
· Understands the Management Agreement and ensures decisions are made in accordance to the agreement.
· Establishes relationship with owner as a business partnership and supports the relationship between the General Manager and the owner.
· Balances owner’s objectives and Marriott International’s objectives to produce mutually beneficial solutions.
Other
· Performs other duties as assigned to meet business needs.
Qualifications:
JOB SUMMARY
Functions as the Strategic Business Leader of Hotel Operations and acts as General Manager in his/her absence. Areas of responsibility include Front Office, Business Center, Retail, Recreation/Fitness Center, Housekeeping, Loss Prevention, Engineering, Food and Beverage and Event Management, where applicable. Position works with direct reports (executive committee members and department heads) to develop and implement the operations strategy and ensures implementation of the brand service strategy and brand initiatives. The position ensures operations meets the brand’s target customer needs, ensures associate satisfaction, focuses on growing revenues and maximizes financial performance. As a member of the executive committee, develops and implements hotel-wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand’s target customer and property associates and provide a return on investment to the owner and Marriott International.
Job: Property Leadership
Organization: Marriott Hotels Resorts