General Manager

Sonesta Hotels - Hampton, VA

Full-time - Manager

Hampton, VA

Accommodation

About the position

The General Manager (GM) is the onsite leader of the hotel, responsible for delivering results that contribute to the hotel's mission and overall success. This role involves driving revenue, controlling costs, ensuring guest and associate satisfaction, and maintaining product and service quality. The GM collaborates with various teams, including marketing, revenue management, and sales, to achieve performance objectives and enhance the hotel's reputation.

Responsibilities

• Deliver on the promise of Sonesta Service in all interactions with guests and clients.
• Manage according to the Sonesta G.U.E.S.T. standards and instill a passion for customer service in all associates of the hotel.
• Create processes and procedures to ensure the hotel is properly supplied with all guest amenities and that all food and beverage outlets meet guest expectations.
• Manage the direct sales activities of the hotel in partnership with the hotel's Regional Sales Director and Global Sales Office.
• Directly supervise the hotel's Director of Sales and partner with the sales support team to create and execute the hotel's sales and marketing plan.
• Manage the overall seasonal demand strategy in partnership with the hotel's Regional Revenue Manager regarding room type and length of stay pricing.
• Work with the hotel's property management system (Opera) and reservation system (Synxis) to maximize revenue through occupancy and rate adjustments based on market conditions.
• Regularly sell hotel rooms through direct client contact.
• Establish and implement appropriate service recovery guidelines to ensure complete guest satisfaction.
• Respond to guest complaints or concerns in a prompt and professional manner.
• Manage the Sonesta ES Suites brand positioning through the proper use of all marketing programs.
• Manage the front office, housekeeping, and food and beverage operation of the hotel through the direct supervision of the Operations Manager.
• Manage the appearance, condition, and preventive maintenance of the physical plant through the direct supervision of the Maintenance Manager.
• Attend Evening Social and Breakfast events as a representative of the management team of the hotel and to prospect for additional sales leads.
• Lead the development, implementation, and monitoring of capital and operational budgets for the hotel.
• Work with the Finance Department on the identification of variances and communication to ownership on the hotel's financial condition.
• Ensure the proper process is in place to manage and report the inflow of money in and out of the hotel.
• Ensure the proper process is in place to manage and report on the condition of the physical building(s), grounds, and parking surfaces.
• Ensure the proper process is in place to manage and report on the human resources and benefits programs within the hotel.
• Ensure the proper process is in place to manage and report on the proper use, maintenance, and location of all information technology hardware and software provided to the hotel.
• Ensure the proper process is in place to manage and report on the purchasing of all supplies needed to manage the hotel.
• Enforce hotel standards, policies, and procedures within the hotel departments.
• Act as 'Manager on duty' as required.
• Ensure compliance with federal, state, and local laws regarding health, safety, and alcohol services.

Requirements

• Bachelor's degree in Hotel Administration, Business Administration or related field preferred.
• Three years as a General Manager, Operations Manager, and/or Director of Sales in extended stay hotels preferred.
• Ability to speak, read, and write fluent English; other languages beneficial.
• Professional verbal and written communication skills.
• Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances.
• Problem solving, reasoning, motivating, organizational and training abilities.
• Ability to prioritize and organize work assignments.
• Experience with Microsoft Office and Opera systems preferred.
• Ability to travel including some overnight travel is required.
• Valid driver's license required.

Nice-to-haves

• Experience in Sales is beneficial.

Benefits

• 401(k) matching
• Dental insurance
• Disability insurance
• Health insurance
• Health savings account
• Life insurance
• Paid parental leave
• Paid vacation and sick days
• Sonesta Hotel Discounts
• Educational Assistance
• Company Paid Life Insurance
• Company Paid Short Term and Long Term Disability Insurance
• Various Employee Perks and Discounts
• Hospital Indemnity
• Critical Illness Insurance
• Accident Insurance