General Manager, Homewood Suites by Hilton (Surrey, BC)

POSITION:           General Manager

LOCATION:          Surrey, BC

Summary:

The General Manager is responsible for overseeing all aspects of hotel operations, ensuring profitability, guest satisfaction, and the highest standards of cleanliness, maintenance, and overall property quality.

This leadership role involves guiding and motivating staff to perform their daily responsibilities effectively, maintain their departments, and address operational challenges as they arise. The GM is instrumental in identifying issues, developing solutions, and fostering a collaborative, results-driven team environment.

The General Manager sets the tone for a welcoming, service-oriented atmosphere for both guests and employees. They are actively involved in sales and revenue management, monitoring business trends, identifying need periods, and supporting team efforts to meet performance goals. As the face of the property, the GM ensures that every guest interaction is met with professionalism, warmth, and genuine hospitality.

Work Experience

Job Duties:

• Lead the team effectively
• Plans, develops, and implements hotel policies and goals.
• Coordinate the operation of each individual's department and special projects, and assist in identifying problems and solutions
• Lead monthly call with Corporate Staff
• Monthly forecasting of operating staff and cost expenditure
• Establish and implement guest service standards for all departments, periodically review, identify problems, and take corrective actions
• Periodically inspect guest rooms, public areas, and back of house to make sure operation is consistent with brand standards
• Directs and coordinates promotion of products and services to develop new markets, increase share of market, and obtain a competitive position in the industry.
• Involvement in sales & revenue management to help with strategy and identify need periods, and supporting the team to accomplish top-line goals
• Directs preparation of directives to departments outlining policy, program, or operations changes to be implemented.
• Direct maintenance of the asset and report any building or product issues to the Corporate Office.
• Ensuring that the hotel is strategically aligned within the local hospitality industry and the community through active support and participation in various organizations and events.
• Achieving the hotel’s service, revenue, and financial performance goals that are products of strategic and visionary planning, development, and execution. This includes:
• Providing a core, foundational, and dynamic guest and team member relation platforms that culminate in the highest levels of satisfaction and loyalty.
• Business and operational forecasting and planning that incorporates broad-based strategies and metrics that fulfill financial performance goals.
• Leading and directing the efforts of an Executive Team that includes Rooms, Housekeeping, Sales & Marketing, Revenue Management, Finance, Engineering, and Human Resources. This includes:
• Providing clear, concise, and timely guidance, direction, and accountability expectations to each Executive Team member.
• Providing a platform for inclusion, collaboration, and coordination among and between each Executive Team member.
• Ensuring that the highest level of compliance with Ownership and Franchise Brand Standards is adhered to and met.
• Fulfilling and improving upon the Hotel’s ethics and compliance standards through the established Internal Audit processes.

Job Requirements:

• 3+ years of experience as a General Manager
• 3+ years as a GM with Major Brand Experience (Hilton preferred)
• Previous background, experience, and commitment to lead within a diverse, vibrant, and engaged team member environment are required.
• Experience with local governments in negotiations and development of presentations.
• Ability to understand Guests’ service needs.
• Ability to be well organized, maintain concentration, and complete all work assigned.
• Ability to focus attention on the performance of tasks despite frequent, stressful, or unusual interruptions.
• Ability to converse calmly with irate Guests, co-workers, or supervisors in sometimes tense situations.
• Ability to perform job functions with minimal supervision.
• Ability to take and give direction.
• Ability to work cohesively with co-workers and other departments as part of a team. Ability to build morale and spirit.
• Ability to interact with people beyond giving and receiving instructions, particularly in resolving complaints and problems.
• Ability to adhere to work schedule and arrive on time in a neat and alert condition, and adhere to company dress standards.
• Ability to negotiate, prospect, plan, prioritize, and organize.
• Ability to read and understand financial statements, forecast business, prepare annual budget, and marketing plan.

Benefits Offered:

• Employee discount
• Health insurance
• Paid time off
• Bonus