General Manager | Hyatt Place Lansing East

• Accountable for maintaining high service and quality standards according to brand including Quality Assurance Inspections and Guest Satisfaction Surveys.

• Communicates guest feedback to hotel staff and addresses trends/issues with staff in a timely manner.

• Assists with, encourages, provides and trains guest service for all associates.

• Encourages and collaborates with hotel team to set an example of the expected level of guest service.

• Personally follows up on all guest inquiries, issues and concerns in a timely and effective manner to ensure CSM’s high standards of quality and service are maintained.

• Actively participates in the hotel’s sales efforts, analyzes and negotiates business, determines pricing and yield strategies, attends sales calls/site visits to impact and maintain client relationships.

• Maintains a positive presence within the community by attending Chamber and CVB meetings and events, establishes relationships with other area hotels, schools and universities and other community organizations.

• Responsible for maintaining accurate weekly, monthly and annual budgets, forecasts and business plans in collaboration with the hotel’s sales team.

• Works in conjunction with Revenue Manager and Sales Team to implement sales strategies and a business mix that will help ensure the hotel achieves maximum revenue potential.

• Provides direction to operations team to ensure the service and quality needs of negotiated accounts and groups are met consistently.

• Identifies potential obstacles to exemplary service.

• Uses available tools and knowledge to implement ideas to maximize guest satisfaction scores.

• Communicates results from guest satisfaction surveys with hotel team and addresses needs and trends that have been identified from the survey results.

• Responds to guest concerns which arise on surveys when necessary.

• Works with hotel team to maintain guest satisfaction scores that are within the range deemed acceptable by the brand.

• Manages expenses according to budgeted/forecasted guidelines to maximize hotel profitability.

• Responsible for reviewing/releasing payroll and ensuring effective labor management.

• Utilizes the CSM procurement system effectively and adheres to the approved vendor network for purchasing.

• Responsible for preparation and management of the hotel budget and ongoing forecasting efforts.

• Communicates financial forecasts via weekly reporting and critiques month end financial results via month end reporting.

• Shares revenue forecasts with leadership team to ensure departmental expense is adjusted accordingly.

• Reviews A/R and A/P with emphasis on following accounting procedures as outlined in CSM’s Internal Accounting Audit.

• Manages and maintains company assets to stay within budget guidelines and prolong the life of company resources.

• Responsible for assisting with the ongoing training and development of hotel associates and maintaining all necessary training records.

• Ensures the new hire training process effectively prepares new employees for their positions.

• Analyzes current training programs and adjusts as needed.

• Implements new CSM and brand training initiatives in a timely manner.

• Utilizes training resources effectively and ensures all training requirements are met.

• Responsible for effectively interviewing, hiring, coaching and developing hotel associates and management team.

• Prepares and conducts annual employee reviews in a timely manner.

• Addresses performance issues accordingly and takes appropriate corrective action to hold employees accountable.

• Motivates hotel staff by setting goals, providing ongoing feedback and rewarding/recognizing employees.

• Effectively addresses areas for improvement determined by CSM’s annual Associate Opinion Survey and communicates results from the survey to the hotel staff in a timely manner.

• Ensures annual associate turnover falls within CSM’s acceptable guidelines and reacts to any turnover concerns.

• Provides fair treatment and open door policies for all associates.

• Responsible for effective self/workload management and adjusting work schedule as dictated by business needs.

• Provides guidance and…