The posting
HOTEL MANAGER
DEPARTMENT: General Management
REPORTS TO: General Manager
STATUS: Exempt
POSITION SUMMARY:
The Hotel Manager assists the General Manager in promoting, managing, and coordinating the daily operations of the hotel. In alignment with Coury Hospitality’s ethos of creating distinctive, guest experience-driven properties, the Assistant General Manager helps implement and communicate company standards while inspiring team members to deliver thoughtful, personalized service. By fostering collaboration, accountability, and an ownership mindset, this position ensures each guest interaction embodies Coury Hospitality’s dedication to authenticity, innovation, and memorable hospitality.
PRIMARY JOB DUTIES:
Assists the General Manager in leading the departmental teams in the development and implementation of property-wide strategies.
Oversees the Front Office and other hotel departments to ensure an optimal level of service and hospitality are provided to hotel guests.
Assists the GM in preparation of forecasts and reports and assists in the development, implementation and monitoring of the budget to maximize revenue and minimize expenses while ensuring adequate supplies and staff are on hand to provide top quality customer service.
Reviews financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.
Monitors and maintains the front office systems and equipment to ensure optimum performance.
Ensures that a viable key control program is in place.
Provides a safe working environment in compliance with OSHA/MSDS.
Assists in providing leadership to all hotel associates and inspiring them to achieve the hotel’s customer service goals and objectives.
Attentive to guest satisfaction scores and works toward increasing departmental and overall guest satisfaction. Creates specific, measurable, achievable, realistic, and timely action plans to remedy guest service deficiencies.
Takes proactive approaches when dealing with guest concerns. Resolves customer complaints and anticipates potential problems by reviewing and monitoring operational issues, business flow, and associate performance.
Assists employees in understanding guests’ ever-changing needs and expectations, and how to exceed them.
Ensures that staffing levels are appropriate to exceed guest expectations.
Assists with Guest Service Training, including training in Service Recovery, creating unmatched moments and opportunities to upsell and cross-sell.
Assists with interviewing, selection, training, scheduling, coaching and support of associates, ensuring they perform in accordance with established hotel standards and consistent with our hotel core values.
In conjunction with General Manager, sets clear performance expectations for managers and staff.
Works with HR to ensure orientations and trainings are completed in a timely fashion.
Takes proactive approaches when dealing with employee concerns.
Appropriately assesses contributions and performance of employees; provides appropriate recognition.
Assists team supervisors with constructive coaching and counseling.
Stays readily available and approachable for all employees. Practices open door policy. Involves HR when appropriate and in a timely manner.
Leads, by example, demonstrate self-confidence, energy, and enthusiasm.
Additional tasks and responsibilities may be assigned at the discretion of the manager. Furthermore, tasks and responsibilities may be added or revised based on the volume of business and the need for the work to be completed at the present time.
KNOWLEDGE, SKILLS AND ABILITIES:
Associate or bachelor's degree preferred.
Intermediate knowledge of overall hotel operations.
Working knowledge of Opera, Microsoft Office products including Word, Excel, and Outlook.
Must have a valid driver’s license, and acceptable driving history subject to company approval.
The ability to demonstrate leadership and a professional image to associates and guests.
Strong management skills; ability to appropriately assign/delegate work and authority to others in the accomplishment of goals.
Ability to demonstrate accuracy and thoroughness, monitors own work to ensure quality and applies feedback to improve performance.
Ability to manage difficult guest situations; respond promptly to guest needs.
Ability to show flexibility in response to change and adapt to and accommodate new methods and procedures.
Excellent interpersonal skills demonstrated positive customer service skills, and ability to relate to people of varying ages and backgrounds.
Ability to present and express ideas and information clearly and concisely in a manner appropriate to the audience, whether oral or written.
The ability to foster commitment, team spirit, and trust.
PHYSICAL DEMANDS:
Ability to stand, walk, and move throughout the property for extended periods.
Ability to use computers, phones, and standard office equipment.
Ability to respond to operational needs across multiple departments, including evenings, weekends, and holidays as required.
Must wear required personal protective equipment per job responsibilities.
This job description is not intended to create a contract of employment. Employment with the Company is at-will and may be terminated by either the employee or the Company at any time, with or without cause or notice, in accordance with applicable law.
