Assistant General Manager | Courtyard by Marriott

JOB SUMMARY

 

• Bonus Eligible

Functions as the property’s strategic business leader with responsibly for both finance and property operations including acting as General Manager in his/her absence. Areas of responsibility include Finance, Front Office, Business Center, Retail/Gift Shops, Recreation/Fitness Center, Housekeeping, Security/Loss Prevention, Engineering/Maintenance, Food and Beverage/Culinary and Event Management, where applicable. Position works with direct reports (Executive Committee members and department heads) to develop and implement the operations strategy and ensuring implementation of the brand service strategy and brand initiatives. The position ensures operations meet the brand’s target customer needs, ensuring associate satisfaction, focuses on growing revenues and maximizes financial performance. As a member of the Executive Committee, develops and implements property-wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand’s target customer and property associates and provides a return on investment to the owner and Marriott International.

 

CANDIDATE PROFILE

 

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, or related professional area.

OR

• 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, or related professional area.

 

CORE WORK ACTIVITIES

Engaging in Strategic Financial Planning and Decision Making

• Creates the annual operating budget for the property.

• Provides analytical support during budget reviews to identify cost saving and productivity opportunities for property managers.

• Produces an accurate forecast that enables operations to react to changes in the business.

• Advises GM and Executive Committee on existing and evolving operating/financial issues.

• Communicates financial concepts in a clear and persuasive manner that is easy to understand and drives desired behaviors.

• Analyzes financial data and market trends.

• Analyzes information, forecasts sales against expenses and creates annual budget plans.

• Compiles information, analyzes and monitors actual sales against projected sales.

• Develops means to improve profit, including estimating cost and benefit, exploring new business opportunities, etc.

• Analyzing differences between actual budget wages and forecasted wages for more efficient budget planning.

• Identifies the underlying principles, reasons, or facts of information by breaking down information or data into separate parts.

• Thinks creatively and practically to develop, execute and implement new business plans

• Protects and strengthens our competitive advantage by advocating and supporting sound business and financial decision making.

• Verifies a strong accounting and operational control environment to safeguard assets, improve operations and profitability.

• Implements a system of appropriate controls to manage business risks.

• Monitors all taxes that apply, ensuring that taxes are current, collected and/or accrued.

• Verifies that the P&L is accurate (e.g., costs are properly matched to revenue, costs are recorded in the proper accounts).

 

Managing Profitability and Departmental Budgets

• Keeps operations team focused on the critical components of operations to drive guest satisfaction and the desired financial results.

• Verifies that all operational areas have an atmosphere that is conducive to the overall guest experience.

• Reviews financial reports and statements to determine how Operations is performing against budget.

• Works with direct reports to determine areas of concern and establishing ways to improve the departments’ financial performance.

• Strives to maintain profit margins without compromising guest or associate satisfaction.

• Identifies and analyzes operational challenges and facilitates the development of solutions to prevent reoccurrence.

• Coaches and supports operations team to effectively manage occupancy & rate, wages and controllable expenses.

• Develops an operational strategy that is aligned with the brand’s business strategy and leads its execution.

• Makes and executes key decisions to keep property moving forward towards achievement of goals.

 

Managing Property Operations

• Strives to improve service performance.

• Communicates a clear and consistent message regarding operational goals to produce desired results on a continuous basis.

• Verifies brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary.

• Ensures core elements of the service strategy are in place to produce the desired results.

• Tours building on a regular basis speaking with associates and guests to understand business needs and assess operational opportunities.

 

Leading Property Operations Teams

• Establishes a vision for product and service delivery on property.

• Champions the brand’s service vision for product and service delivery and ensuring alignment amongst the property leadership team.

• Verifies associates are treated fairly and equitably.

• Generates and provides accurate and timely results in the form of reports, presentations, etc.

• Ensures compliance with standard and local operating procedures (SOPs and LSOPs).

• Oversees internal, external and regulatory audit processes.

• Ensures compliance with Standard Operating Procedures (SOPs).

 

Ensuring and Providing Exceptional Customer Service

• Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer.

• Delivers excellent customer service throughout the customer experience and encourages the same from other employees.

• Reviews guest feedback with leadership team and ensures appropriate corrective action is taken.

• Coordinates and communicates event details both verbally and in writing to the customer and property operations.

• Creates an atmosphere in all Rooms areas that meets or exceeds guest expectations.

• Responds to and handles guest problems and complaints.

• Uses personal judgment and expertise to enhance the customer experience.

• Stays available to solve problems and/or suggest alternatives to previous arrangements.

• Interacts with guests to obtain feedback on product quality and service levels.

• Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.

• Works to continually improve customer service by integrating obtained feedback and personal judgment into action plans.

• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

• Verifies that employees understand expectations and parameters for Room duties.

• Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.

 

Managing and Conducting Human Resources Activities

• Interviews and hires employees.

• Verifies that employees are treated fairly and equitably.

• Verifies that regular, ongoing communication is happening in Rooms (e.g., pre-shift briefings, staff meetings).

• Fosters employee commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and employees.

• Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results.

• Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance.

• Solicits employee feedback, utilizes an “open door policy” and reviews employee satisfaction results to identify and address employee problems or concerns.

• Verifies property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process.

• Conducts annual performance appraisal with direct reports according to Standard Operating Procedures.

• Champions change, ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary.

• Identifies talents of direct reports and their teams and assists with their growth and development plans.

 

The salary range for this position is $124,000 to $162,000 annually. Marriott offers a bonus program, comprehensive health care benefits, 401(k) plan with up to 5% company match, employee stock purchase plan at 15% discount, accrued paid time off (including sick leave where applicable), life insurance, group disability insurance, travel discounts, adoption assistance, paid parental leave, health savings account (except for positions based out of or performed in Hawaii), flexible spending accounts, tuition assistance, pre-tax commuter benefits, other life and work wellness benefits, and may include other incentives such as stock awards and deferred compensation plans. Benefits and incentive compensation may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.  

The compensation and benefits information is provided as of the date of this posting. Marriott reserves the right to modify compensation and benefits at any time, with or without notice, subject to applicable law.
 

In joining Courtyard, you join a portfolio of brands with Marriott International. Be where you can do your best work,​ begin your purpose, belong to an amazing global​ team, and become the best version of you.