General Manager
18 days ago
Los Angeles
Job Description General Manager Reporting to: COO André Balazs Properties Summary of Position: Responsible for the overall management of the hotel Summary of Essential Functions: • Comprehensive oversight of Hotel Operations –Front Office, Reservations, Retail, Guest Services (includes functions of housekeeping, security & bell service), and Property Operations, • Uphold all service standards as indicated by Managing Director, • Create, implement, and oversee a detailed on-boarding/training program for all aspects of the Hotel Front Office to ensure unforgettable experiences for each guest and seamless operations behind the scenes., • Conduct regular meetings with Hotel Front Office staff, addressing and re-enforcing training points as well as any concerns which arise. Developing full monitoring strategy to uphold standards, • Demonstrate and teach effective techniques to upsell rooms, amenities & products, • Oversee budget process for the Hotel Front Office and control operating and labor costs and expenses within budget, • Working alongside the Reservations Manager, assist in developing the revenue management strategy for the property, to achieve the property's objectives. Includes use of company systems and business processes to respond to day-by-day trends and deliver reports providing Insight to management, • Working alongside the Reservations Manager, build a completely seamless Room Reservations service for the property, ensuring the Front Desk fulfil their roles in responding to reservation enquiries in a knowledgeable and efficient way, • Expand a comprehensive Concierge service, which embodies the Chateau Marmont personality, by building relationships with third-party vendors to deliver quality, originality and commercial performance., • Working with the Corporate Office, be the CRM champion for the property, maximizing guest profile data quality and volume/detail, using company systems, training team members, monitoring performance and upholding standards. Includes developing a comprehensive strategy for the capture of, and response to, detailed guest preferences, • Working with the Managing Director and the Corporate Office, responsible for the Loyalty & Recognition plan for the property. Identifying the most loyal guests, and developing ways to recognize this to deepen the relationship, • Configure and optimize software and systems to drive productivity and team efficiency across phones, concierge, and service optimization tools, • Responsible for the Front of House Ambassador team. Uphold standards for guest arrival, departure, and interaction by all members of this team., • Work with the Housekeeping team to Implement all Department SOP's uphold, monitor and evolve consistently high standards of cleanliness and attention-to-detail for hotel guests, • Responsible for Butler Service (including room service). Work with the team to develop the Butler program, ensuring that attentive, thoughtful, and comprehensive lifestyle services become indispensable to our guests, • Assist in responding appropriately to guest complaints and implement appropriate service recovery gestures to ensure total guest satisfaction; tracking repeat issues to ensure they are resolved, • Develop a thorough knowledge of Chateau Marmont, including room types, amenities, services, and brand standards to best represent the hotel, • Oversee hotel retail program; delegating properly to ensure proper inventory levels, replenishment of inventory, and tracking of sales, • Participate in P&L reviews and weekly Strategy Meetings, • Work closely with other departments to ensure smooth communication of staff, guest, and department needs., • Oversee Implementation, training and Management of Health and Safety Program, • Manage and develop the team in accordance with company policies and procedures, • Oversee recruitment and training of new staff within the hotel, specifically with Front Desk, Bell Service, Valet and Guest Relations/Security Hybrid positions, • Support training and development of Hotel Management team, • Instrumental in running of the hotel, especially Rooms Department, providing support to management team and staff as needed., • Cover other manager’s regular assignments during Vacations, Holidays or Sick leaves., • Work closely with VP or Operations and Director and Director of Finance in monthly P&L reviews, analysis, and department review meetings., • Manage hotel administration in conjunction with Finance department: including Licenses, Permits, Insurance, etc., • Key role in annual Budget process, • Handle Terminations and Disciplinary activity for Rooms Departments and support these functions in other departments as needed., • Implement weekly labor forecast reporting and reviews against forecasted revenue to manage real time changes to achieve efficiencies., • Oversee IT issues and upgrades, • Support HR in administrative matters, including risk management and investigations, • Attend Management training and meetings as and when required, led these meetings when appropriate., • Work with Managing Director to ensure rooms and staff costs are in line with monthly budgets, • Oversee all scheduling of managers and staff in Rooms department, specifically Front Desk, Bellman, Security, and always ensure adequate cover. Support other departments in these areas as needed., • Oversee daily and weekly reporting between Front Office and Security with upper management., • Work with all managers to continuously improve service levels and standards., • Facilitate communication between different departments to ensure smooth hotel operations, • Additional expansion of responsibilities where needed to complement Managing Director’s workload and focus to ensure smooth and profitable operations, • Reports to work as scheduled, in uniform, well groomed, and ready to be in position., • Informs and gets verbal consent of Directors or Managers for all breaks – meal break, 10 minute break, bathroom break., • Demonstrates a friendly attitude to co-workers and all other hotel staff at all times., • Informs and gets verbal consent from Director for all breaks, such as: meal break, 10 minute break., • Notifies appropriate individual promptly and fully of any problems and/or unusual matters of significance., • Is polite, friendly, and helpful to guests, management and fellow employees., • Executes emergency procedures in accordance with hotel standards., • Complies with required safety regulations and procedures., • Complies with hotel standards, policies and rules., • Recycles whenever possible., • Remains current with hotel information and changes., • Complies with hotel uniform and grooming standards., • Must have seven-plus years’ experience within Guest Services, Room Division, or Front Office, preferably in a Supervisory or Management role, • Excellent guest service skills., • Clear verbal and written communication skills; fluent in English, • Detail oriented with ability to work in fast paced environment., • Computer skills, including Microsoft Office and Excel., • Opera PMS experience preferred, • Experience in Housekeeping and Butler services preferred but not essential, • Fluency in another language preferred, • Excellent multi-tasking and follow up skills., • Excellent time management skills., • Excellent listening skills., • Experience training and managing multilingual staff., • Knowledge of health and Safety Standards, • Flexible availability to operate a “24 hours/day, Seven days/week” department, • Ability to thoughtfully collaborate with other departments to achieve property goals and success, • Ability to think outside the box to bring new and exciting ideas to the property operations, • 3 years’ experience at General Manager or Hotel Manager level, • Knowledge of Opera and Seven Rooms, • Excellent Management Skills, • Passionate about the Hospitality Industry and Guest Relations, • Excellent communication skills with all departments, • Ability to problem solve, • Flexible – must possess the ability to move around the company if required, • Knowledge of health and safety standards, • Strong training skills Note: This job description is not intended to be a contract for employment, and the employer reserves the right to make any necessary revisions to the job description at any time. Equal Employment Opportunity Chateau Marmont is an equal opportunity employer. The Company prohibits discrimination against any employee, applicant for employment, intern or volunteer based on the individual’s actual or perceived race (including traits associated with race, including but not limited to hair texture and protective hairstyles, which include but are not limited to braids, locs, and twists), color, religion, religious creed (including religious belief, observance, and dressing and/or grooming practices), national origin, ancestry, sex (including pregnancy, childbirth, expressing breast milk, or related medical condition), reproductive health decision-making, gender, gender identity, gender expression, transgender status, age, citizenship, primary language, immigration status, genetic characteristics, genetic information, medical condition, disability, status as a special disabled veteran or veteran of the Vietnam era, past or present membership in the uniformed/military service, marital or domestic partnership status, sexual orientation, political activities/affiliations, declination of attendance at or participation in any meeting discussing the Company’s opinion on religious or political matters, off-duty marijuana use, any other factor prohibited by law, as applicable to the Company (“Special Characteristic”), or the intersectionality of two or more Special Characteristics.
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