Complex General Manager

Job Description Summary The General Manager functions as the primary strategic business leader of a full-service property and is responsible for the leadership and management of properties within a designated region. Responsibilities include all aspects of the operation, including guest and associate satisfaction, human resources, financial performance, sales and revenue generation, and delivering a return on investment to both Sonesta and ownership. Leads the leadership team in developing and implementing property-wide strategies. Ensures the implementation of Sonesta's Guiding Principles, Mission Statement, brand service strategy, and brand initiatives to meet or exceed guest expectations. The position works in close partnership with the General Managers of each unit and provides leadership, resources, and influence for the overall performance of the properties. It is responsible for sales and revenue generation for all units within the region. In addition, the General Manager builds relationships with key customers through personal involvement in the sales process. The General Manager is also responsible for creating a long-term strategy for the business positioning of the area hotels and their components and the long-term capital investment plan in partnership with Ownership and Sonesta. Qualifications and Skills To perform this job successfully, an individual must be able to satisfactorily perform each essential duty. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. A bachelor’s degree in hotel administration, business administration, or a related field is preferred. It is preferred that the candidate have three years of experience as a General Manager, Operations Manager, and/or Director of Sales in full-service hotels. Must speak fluent English. Other languages preferred. Must have strong experience with Microsoft Excel. Strong verbal and written communication skills. Strong interpersonal, supervisory, and customer service skills required. Ability to multi-task, work under pressure, and meet deadlines required. Employee Engagement Sets the tone of the hotels assuring Sonesta culture and values are known and lived. The General Manager will overview HR matters, including interviewing, hiring, training, assigning work, coaching/counseling, and performance appraisals. Assured Human Resource policies and procedures are followed, and human capital is optimized and synergized with other Sonesta properties. Creates appropriate development plans based on individual strengths, development needs, career aspirations, and abilities. Conducts annual performance appraisals with direct reports according to Standard Operating Procedures. Hires executive committee team members who demonstrate strong functional expertise, creativity, and entrepreneurial leadership to meet the operation's business needs. Guest Experience Ensures that product quality standards are met in all areas of the area hotels, including appearance, levels of maintenance, and cleanliness; establishes and maintains preventative maintenance programs to protect the physical assets of the hotels. Oversees the guest service function to ensure corrective action is taken to solve guest complaints and deliver superior guest service. Ensures guest service and recognition programs are in place to maximize results in overall guest engagement and online review sites. Ensures the properties are delivering amazing moments and use online review sites to enhance the guest experience. Financial / Owner Engagement Supports executing the sales and revenue management activities to maximize performance. Works closely with the corporate leadership team to meet and exceed desired results in all areas. Directs and manages property operations to ensure optimum performance and continual improvement in the five Key Results Areas (guest service, employees, sales and marketing, property appearance, and profit/financial control). This position is responsible for consistently delivering results that contribute to the mission and overall success of the hotels by accomplishing performance objectives focused on business revenues, guest and associate satisfaction, and effectiveness and efficiencies. Develops annual budgets for properties with Sonesta and Ownership, focusing on market trends and forecasts and optimizing revenue and flow-through goals. Creates a long-term Capital Investment Plan in partnership with Ownership for area hotels. Establishes trust and ongoing communication with Ownership, Asset Management, and Area General Managers. Operational/Functional Manages the hotel's direct sales activities in partnership with the hotel’s Regional Sales Director (RSD) and Global Sales Office (GSO) to uncover the appropriate demand in the hotel’s trade area. Directly supervises the hotel’s Director of Sales and partners with the above sales support team to create and execute the hotel’s sales and marketing plan to secure the hotel's fair market share of business. Manages the overall seasonal demand strategy in partnership with the hotel’s Regional Revenue Manager (RRM) regarding room type and length of stay pricing. Works 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 sells hotel rooms through direct client contact. Manages the appearance, condition, and preventive maintenance of the physical plant through the direct supervision of the Maintenance Manager. Attends Evening Social and Breakfast events as a representative of the management team of the hotel and to prospect for additional sales leads. Manages the Sonesta ES Suites brand positioning by properly using all marketing programs. Manages the front office, housekeeping, and food and beverage operation of the hotel through the direct supervision of the Operations Manager. Other duties and responsibilities as assigned. Additional Job Information/Anticipated Pay Range $175,000-$225,000. The base pay offered may vary based on various factors, including but not limited to job-related knowledge, skills, and specific/overall experience. Benefits Sonesta recognizes that benefits play a vital role in helping ensure the health and financial security of employees and their families. We offer a variety of benefits to our employees including: Medical, Dental and Vision Insurance Health Savings Account with Company Match 401(k) Retirement Plan with Company Match Paid Vacation and Sick Days Sonesta Hotel Discounts Educational Assistance Paid Parental Leave 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 Upon submitting your application, please ensure you complete a full application in addition to attaching a resume. Incomplete applications received will not be considered.

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