Hotel GM: Guest Experience & Operations Leader

Sigma Management LLC; Nashville (TN); On-site; USD 90,000 - 160,000; Full time

Job summary

Sigma Management LLC is seeking a General Manager for a Nashville-area hotel. You will oversee facility operations across guest services, housekeeping, maintenance, sales, food & beverage and human resources to meet revenue and profit objectives and ensure service excellence.

Responsibilities include supervising employees, interviewing and hiring, training, performance reviews, and enforcing company policies.

Responsibilities

• Oversee facility operations including guest services, housekeeping, maintenance, sales, food & beverage and human resources.
• Foster a positive, cooperative work environment between staff and management.
• Directly supervise employees in all departments. Carry out supervisory responsibilities in accordance with the organizations’ policies and applicable laws.
• Supervisory responsibilities include interviewing, hiring, training employees, appraising performance, rewarding and disciplining employees; planning, assigning, directing work, addressing complaints and resolving problems.
• Problem Solving- Identifies and resolves problems in a timely manner. Develops alternative solutions, uses reason at all times. Makes timely decisions while exhibiting sound judgment. Includes appropriate people in decision making process.
• Project Management – Coordinates capitol projects within budget, on time and with minimal disruption to guests. Manages and communicates changes and progress. Prepares and supports those affected by change, monitors transition, and evaluates results.
• Customer Service – Maximize Customer Service by attaining 80% or better on Franchise Guest Service Scores. Respond and resolve all guest complaints timely and appropriately. Manages difficult or emotional customer situations. Responds promptly to customer needs, requests for service and assistance.
• Communication - Demonstrates group presentation skills. Speaks clearly and persuasively in positive or negative situations. Writes clearly, and has the ability to read and interpret written information. Communicates change effectively.
• Team Work – Exhibits objectivity and openness to the views of others and contributes to building a positive team spirit. Upholds organizational values, treats people with respect and promotes a harassment free environment.
• Quality Management – Must achieve Sigma Management LLC minimum scoring standard on all Brand Quality Assurance inspections. Must maintain 80% or higher on Franchise product quality scoring. Inspect rooms and public areas for cleanliness and preventative maintenance upkeep on a daily basis. Aligns work with strategic goals, looking for ways to improve and promote quality while demonstrating accuracy and thoroughness. Strives to increase productivity.
• Adaptability – Able to deal with frequent change, delays or unexpected events, changing approach or method to best fit a situation.
• Initiative - Take independent actions and calculated risks, meets challenges with resourcefulness, generates suggestion for improving work and takes responsibility for own actions. Delegates work assignments, sets expectations and monitors delegated activities.
• People Management – Ensures each employee completes orientation and required brand training. Ensures employee performance reviews are performed timely and in accordance with Sigma Management LLC standards. Ensure proper and timely execution of all employee related documentation (i.e. new hire paperwork, separation reporting, status changes, benefits documentation, etc.). Maintains effective employee relations programs within the hotel. Provides regular performance feedback to all employees. Develops subordinates skills and encourages growth. Manages difficult or emotional employee situations.
• Compliance - Ensure State and Federal Labor postings are current. Ensure all internal Sigma Management LLC communication is posted as required. Adheres to all polices and procedures required by Sigma Management LLC internal audit system. Maintains confidentiality.
• Business Acumen – Must achieve occupancy and rate index as outlined by Sigma Management LLC. Achieve or exceed occupancy, rate and RevPar as outlined in property budget. Leads and directs sales efforts of hotel. Maintain CPOR in all departments as driven by budget. Understands business implications of decisions, aligns work with strategic goals. Accurately forecast occupancy changes based on the changing market conditions.

Job description

Sigma Management LLC is seeking a General Manager for a Nashville-area hotel. You will oversee facility operations across guest services, housekeeping, maintenance, sales, food & beverage and human resources to meet revenue and profit objectives and ensure service excellence.

Responsibilities include supervising employees, interviewing and hiring, training, performance reviews, and enforcing company policies.