General Manager - Hilton

Chase Hotel Group

Buffalo New York

Salary: Neg Per Hour

GUEST RELATIONS

• Be readily available/approachable for all guests.
• Ensure that departments achieve or exceed guest’s service expectations.
• Take proactive approaches when dealing with guest concerns.
• Extend professionalism and courtesy to guests at all times.
• Become involved in the community and/or government affairs.

ASSOCIATE TEAM

• Communicate all goals and results with associates.
• Promote teamwork and associate morale.
• Lead by example demonstrating self-confidence, energy, and enthusiasm.
• Motivate and encourage staff to solve guest and associate related concerns.
• Communicate career opportunities to team leaders and associates.
• Recognize good team performance on a continuous basis through reward and recognition programs.
• Assist team leaders in meeting and exceeding development goals.
• Meet semi-annually with staff on a one-to-one basis.
• Conduct monthly reward and recognition meeting celebrating goal’s and associate achievements.
• Promote empowerment by recognizing team members that make decisions.
• Develop cross-training opportunities throughout the hotel and within.
• Use a certificate training program as applicable.
• Assist team leaders in understanding GSS
• Assist the team leaders in doing the same for each team member.
• Conduct one-on-one with the team leaders, and team members bi-annually.
• Provide service training on a quarterly basis. Utilizing local classes, trainers and other corporate training resources.
• Ensure orientations for new team members are thorough and complete in a timely fashion. Make sure associates understand all of the hotel benefits they are entitled.

FINANCIAL

• Achieve budgeted revenue and profit goals, balancing cost with guest satisfaction.
• Comply with all corporate accounting procedures.
• Maximize revenue through the Yield Management and inventory control systems.
• Aggressively minimize accident, workmen’s compensation, and unemployment claims and resulting costs.
• Utilize budgets to teach team leaders to understand financial objectives. Balancing costs with associates/guest satisfaction.
• Develop and communicate selling strategies, utilizing inventory control reports, and other forecasting tools.
• Review these weekly with Revenue & Sales.
• Oversee all accounting functions, including, but not limited to, accounts payable, accounts receivable, petty cash, payroll and ordering procedures.

OPERATIONS

• Perform hands-on duties as needed to deliver guest services.
• Resides as General Manager over full responsibilities for one property.
• Provide a safe working environment
• Responsible for accident prevention programs.
• Audit to ensure guest rooms, public spaces, grounds, work and kitchen areas meet sanitation and cleanliness standards.
• Coordinate preventive maintenance and general clean program so that guest satisfaction goals are attained.
• Attend all regional training seminars as outlined in key success factors.
• Coordinate suite care programs (including general cleans). Identifying trends and making recommendations for improvements.
• Audit a minimum of 15 suites per week identifying challenge areas and ensuring programs (Guest Cleanliness/PM’s) meet standards.
• Assist/teach team supervisors scheduling against guest and hours per occupied room goals. Look for potential need times during the week.
• Ensure the cross-training of all associates.

ADMINISTRATIVE

• Ensure property hiring practices comply with I-9, ADA and EEO requirements and strive for a culturally diverse workplace.
• Promote both Guarantee of Fair Treatment and Open Door policies.
• Use constructive coaching and counseling when addressing associates concerns.
• Maintain current licenses and permits as prescribed by local, state and federal agencies.
• Have working knowledge of all corporate brands manuals.
• Scheduling of management team includes coverage of weekend and evening hours.
• Pursue additional personal development.
• Carry out all reasonable requests of which you are capable of performing.
• With input from the team supervisors, conduct reviews in a timely fashion.

Job Requirements

• One year of General management experience (required); ability to appropriately assign/delegate work and authority to others toward the accomplishment of goals; provides coaching, advice, and assistance as required
• Excellent customer service skills
• Maintains professional appearance and demeanor at all times
• Ability to manage difficult guest situations; responds promptly to guest needs, solicits guest feedback to improve service, responds to requests for service and assistance and meets commitments
• Ability to demonstrate accuracy and thoroughness, monitors own work to ensure quality and applies feedback to improve performance
• Ability to show flexibility in response to change and adapt to and accommodate new methods and procedures

Benefits

• Employee discount
• Flexible schedule
• Paid time off
• Relocation assistance

Schedule

• 10 hour shift
• 12 hour shift
• 8 hour shift
• Day shift
• Holidays
• Monday to Friday
• Night shift
• On call
• Weekends as needed

Job Overview

Posted Date: 16 Feb 2025

Location: Buffalo New York

Salary: Neg Per Hour

Company Information

Chase Hotel Group

Name: Chase Hotel Group

Web: https://www.chasehotelgroup.com/

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