Spark by Hilton (RKHLL)
Position Title
General Manager
Reports to:
Director, Hotel Operations
Department:
Administration
FLSA Designation:
Non-exempt
POSITION PURPOSE
As a Hotel General Manager, you will be the leader responsible for driving overall property success by maximizing profitability, ensuring high-quality guest satisfaction, and overseeing all operational departments, while ensuring brand standards are met. You will provide strategic leadership, manage staff performance, and ensure safety, corporate, and financial goals are met.
EXAMPLE OF ESSENTIAL DUTIES
Financial Leadership:
- Prepare annual capital, cash flow, and sales and marketing plans to accurately forecast budgets and drive revenue.
- Utilize financial data to maximize profitability and return on investment.
- Leverage distribution channels and technology to enhance market share and revenue.
- Oversee capital plans and asset management initiatives, ensuring the property maintains its competitive position.
- Oversees the sales and marketing activities and results. Leads all sales and marketing strategy meetings, along with participating in efforts to secure business as needed.
Team Development & Leadership:
- Hires, supervises, trains, and conducts performance evaluations for Hotel staff.
- Facilitates meetings with hotel leadership and all Team members.
- Develops team member engagement programs aligned with brand service behaviors.
- Implements and monitors succession planning to ensure strong future leadership.
- Sets performance goals, provides mentoring, coaching, and regular feedback to enhance team performance.
- Leads by example and demonstrates Hilton’s core values.
Guest Experience:
- Maintains compliance with brand standards, hallmarks, and license agreements.
- Drives improvement in guest satisfaction scores, ensuring services exceed guest expectations.
- Engages with guests, solicits feedback, and builds strong relationships to enhance guest loyalty.
Operational Excellence & Responsible Business Practices:
- Ensures a safe and secure environment for guests, team members, and hotel assets, following all regulatory and company policies.
- Acts as a public relations representative, raising awareness of the hotel and brand in the local community.
- Drives environmentally conscious initiatives to reduce the hotel’s carbon footprint.
- Maintains a safe working environment, including hazard prevention and safe use of cleaning chemicals.
- Leads the hotel’s recycling and sustainability efforts.
SUPPORTIVE FUNCTIONS
In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.
- Attends industry meetings and participates in industry organizations
- Participates in and maintains active community relationships
- Participates in and ensures the hotel maintains active college relationships
- Participates in corporate activities and meetings, as requested
- Inputs and retrieves information from computer system for file maintenance, correspondence, and preparation on forecasts
PHYSICAL REQUIREMENTS
Climbing Stairs
Crouching-Bending-Stooping
Reaching
Grasping
Pushing/Pulling
Lifting/Carrying (20 lbs)
Travel
Sitting
Walking
Near Vision
Far Vision
Hearing
Talking
OTHER DUTIES
Regular attendance in conformance with the standards, which may be established by Hilton from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment. Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. Assimilate into The Hilton Family PRIDE/CARE culture through understanding, supporting and participating in all elements of PRIDE/CARE. Demonstrate working knowledge of the service standards.
SAFETY REQUIREMENTS
Personal Protective Equipment (PPE) may be required when performing work duties that may have the potential of risk to your health or safety. The hotel will provide the required PPE. Team members will be trained in the proper use and care of any assigned PPE. It is your responsibility to report defective, damaged or lost PPE, or equipment that does not fit properly, to your Manager.
ORGANIZATIONAL RELATIONSHIPS
Positions reporting directly to this position:
- Maintenance Technician
- Housekeeping
- Front desk
- Sales
- Breakfast Hostess
- Houseman
SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY
The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that they can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities:
- Ability to perform critical analysis.
- Ability to manage extensive amounts of information and provide constructive feedback/direction.
- Extensive knowledge of hotel and industry operations, including but not limited to sales and marketing, food & beverage, human resources, safety and security, structural terminology, city ordinances, and hotel financial processes and analysis.
- Ability to delegate, manage, and organize projects and establish priorities consistent with company objectives.
- Proficiency in the use and operations of computer systems with the ability to navigate efficiently through Word, Excel, Access, Outlook, M3, Delphi (or in house sales system), Market Vision, OnQ, InFocus, SuccessFactors, Internet and Intranet and Optimum Settings (or in house CAD program)
- Ability to complete a contract in compliance with all checklists, standards and hotel policies
- Interpersonal skills to provide overall guest satisfaction
- Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to diffuse anger, collect accurate information and resolve conflicts.
- Ability to read listens and communicates effectively in English and in writing, using correct grammar, spelling and sentence structure
- Prepare official correspondence on behalf of management for both external and internal communications verbally and in writing.
QUALIFICATION STANDARDS
Education:
- High School Diploma
- Bachelor Degree or equivalent experience
Experience:
- Requires substantial and successful track record in hotel maintenance operations
- Minimum 3 years experience as a General Manager or Assistant General Manager
- Hotel general management experience highly desirable
- Proven track record of success in achieving revenue and service objectives
- Proven ability to recruit, motivate, and train a team of professionals
Licenses or Certifications:
- You will be required to participate in and pass a series of training sessions provided and required by Hilton.
Grooming/Uniforms:
All employees must maintain a neat, clean and well-groomed appearance. Specific uniform guidelines and/or required articles of clothing will be explained to you as a part of the orientation process. As General Manager, you do not have to wear a Hilton embossed uniform, but must be professionally dressed. This would include a collared shirt and long slacks (no jeans). Shorts are not permitted under any circumstances. There should be no logos, other than Hilton, (i.e., sports teams, company endorsement) on any clothing. All shoes must be close-toed; steel toe shoes are recommended. No sandals or open toed shoes of any kind are permitted at any time in any role.
Other:
Additional language ability preferred.
NOTICE
The hospitality business functions seven days a week, twenty-four hours a day, and as such, a hospitable service atmosphere must be projected at all times.
Upon employment, all employees are required to fully comply with Hilton rules and regulations for the safe and efficient operation of hotel facilities. Employees who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.
I HAVE READ AND UNDERSTAND THE POSITION DESCRIPTION INFORMATION AND HEREBY STATE THAT I CAN PERFORM THE ESSENTIAL FUNCTIONS OF THE JOB WITH OR WITHOUT REASONABLE ACCOMMODATION.
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