Posted March 27, 2020
“Excellent opportunity with this growing and innovative company located in Nashville, TN! Company offers a great work environment, excellent benefits and career development opportunities!”
General Manager - Luxury Hotel
Chartwell Hospitality is presenting an incredible opportunity for an experienced candidate with a proven track record of successfully managing a luxury hotel's overall operation. Lead the pre-opening efforts and operation of Nashville’s Conrad Hotels & Resorts, the global contemporary luxury hotel brand. The ideal candidate will possess a strong sense of urgency, personal initiative, and determination, be able to drive sales and exceed expectations of both team members and guests. A strong leader that can create a motivating work environment, develop team members and deliver results while upholding all brand quality standards and maintain budgeted revenues and expenses.
- Functions as the primary strategic business leader of the property with responsibility for all aspects of the operation, including guest and employee satisfaction, human resources, financial performance, sales and revenue generation and delivering a return on investment.
- Conveys the Conrad brand service strategy and brand initiatives with the objective of meeting or exceeding guest expectations and increasing profit and market share.
- Holds the property leadership team accountable for delivering and maintaining the brand strategy, and guides their individual professional development.
- Builds owner loyalty through proactive communication, setting and managing expectations and delivering strong and positive business results.
- Active involvement with the local community and building strong relationships with local officials, businesses, and customers is required.
- Represents Chartwell Hospitality and the Conrad brand in all leadership actions.
Business Strategy Development
Remains current with industry trends and monitors strengths and weakness of competition; explores new business opportunities; develops business plans designed to maximize property customer satisfaction, profitability, and market share; verifies that property business plans are aligned with the Conrad brand and Chartwell Hospitality’s business strategies; executes the Conrad global strategic plan on property.
Business Strategy Execution
Executes business plans designed to maximize property customer satisfaction, profitability, and market share; verifies that property business plans and employees are aligned with business strategies; holds property leadership team accountable for successful delivery of business plans; experiments with new ideas and takes calculated risks to improve guest satisfaction and profitability; evaluates the success of property business strategies to inform future business plan enhancements; continually verifies that business plans and actions have a positive impact on property performance.
Sales and Marketing
Works closely with Sales and Marketing team to develop revenue generating strategies for property; identifies new business leads, develops tailored sales approach, and actively pursues leads with Sales and Marketing team; verifies that sales and marketing strategy is aligned with brand and business strategy and is effectively executed against established goals; verifies that property leaders understand and leverage Sales Plans to full potential; works with eCommerce efforts to augment guest preference for property through booking ease and quality interactions.
Food and Beverage
Works directly with the Director of Food and Beverage on the Food & Beverage Operation which includes all restaurant outlets, bars & lounges, banqueting, room service and private bars; ensure guests receive the highest level of food quality and service, manage and develop a team, devise and monitor an annual budget, manage labor control and operating expenses and develop relationships with key suppliers and industry associates.
Must possess a solid knowledge of food & beverage, strong wine knowledge and creativity; preferably a minimum of five years’ experience with a diversity of Food and Beverage management positions.
Talent Management and Organizational Capability
Works with Human Resources to create a cohesive and high-performance Executive Committee that continuously strives for positive results and improvement; coaches Executive Committee by providing specific feedback and holds them accountable for performance; creates learning and development opportunities for employees; creates and effectively executes development plans for both direct reports based on their individual strengths, development needs, and career aspirations; Verifies that all managers are doing the same for their direct reports; identifies resource needs to strengthen property team; Creates succession plans for future job openings; actively supports the staffing process; verifies effective work processes, systems and teamwork are in place to maximize individual and overall property performance.
Serves as a passionate brand advocate and verifies that the intent of the brand is pulled through in the guest experience; communicates a clear and consistent message regarding property and the Conrad brand goals to employees, property leadership team, and owners; serves as a role model by demonstrating exceptional work ethic and service delivery for all employees on property; champions change; inspires and motivates team to achieve operational excellence; represents the Conrad brand and Chartwell Hospitality’s values in all leadership actions.
Business Information Analysis
Reviews business related data such as market share, financial performance, inventory, employee engagement, and customer satisfaction.; analyzes business information to proactively address changing market conditions; verifies that property operates within budgetary guidelines, and achieves profit margin goals; uses business information to identify indicators of product and service successes and opportunities for improvement; integrates business information into business plans.
Employee and Labor Relations
Verifies that all employees are treated fairly, and with respect; builds rapport with employees by fostering an environment of open communication and spending time with employees on the frontlines; has an “open door policy” regarding availability to all employees; validates that pay and benefits are appropriate for labor market; recognizes and celebrates the success of employees; works with Human Resources to maximize employee engagement and monitor local labor environment to address issues as needed.
Works with Revenue Management team to develop effective pricing strategies, balancing seasonality, economy, customer segments, property objectives and customer satisfaction; establishes a revenue strategy that supports the Conrad brand positioning in local market; verifies that demand forecasting and sound revenue practices are in place to maximize yield; identifies ways to grow occupancy, RevPAR, and market share by researching and staying aware of competitor strategies; controls labor and capital expenses.
Builds strong rapport with property owners through proactive and on-going communication; keeps owner informed of brand initiatives and guest experiences; provides owners with in-depth analysis of property performance, incorporating guest, financial and employee business data; manages an effective balance between owner interests and the Conrad brand interests and develops solutions that create value for both; develops and effectively promotes ideas for improving property service and profitability to ownership.
Customer and Public Relations Management
Interacts with guests and other customers on a frequent basis to obtain feedback about their experiences on property; utilizes guest/customer feedback to recognize excellent employee service performance and improve service delivery; emphasizes and holds leadership team accountable for addressing service areas of improvement or potential gaps, and for developing innovative ways to exceed guest expectations; establishes presence in the market by actively promoting an exemplary property/brand image, involving oneself in the local community, and by developing strategic alliances with local officials, businesses, and customers; anticipates needs of large groups or high profile guests in order to deliver flawless service; verifies that products, services, and events attain the appropriate publicity (“PR buzz”).
Company/Brand Policy, Procedures, and Standards Compliance
Verifies property compliance with legal, safety, operations, labor, and the Conrad brand product and service standards; conducts both routine and short-notice quality assurance audits with specific departments; holds employees accountable for performing internal audits on a regular basis; conducts detailed walk-throughs to verifies that building, public areas, kitchen, and grounds are well-maintained, safe, and meet or exceed guest expectations; verifies that employees are appropriately trained and performing to standard.
Education and Experience
2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 8 years’ experience in the management operations, sales and marketing, finance and accounting, or related professional area. Four Star/Four Diamond, Luxury Hotel preferred.
4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major; 6 years’ experience in the management operations, sales and marketing, finance and accounting, or related professional area. Four Star/Four Diamond, Luxury Hotel preferred.
Passion to provide exemplary guest service
Ability to create and develop a dynamic team
Ability and willingness to work flexible hours including weekends, holidays and late nights
Ability to read, write, and speak English
Proficiency with basic computer (PC) and office technology
Local market experience a plus
- Life and AD/D
- Voluntary Life
- Supplemental Benefits
- Long/Short Term
- 401-K with company match
- Professional Growth and Development Opportunities
- Compensation: Based on Experience
237 Room Hotel