General Manager-MSB, Fairfield by Marriott Inn & Suites Calgary Downtown

• 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 6 years mixed management experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.

• 4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major; 4 years mixed management experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.

• Verify that service programs are in place and executed against (e.g., Service So Memorable).

• Provide timely, real-time feedback to management and hourly associates on service and operational standards; including feedback on even the smallest of service and operational details.

• Review and follow-up on property GSS scores and comments.

• Create and support clear lines of responsibility for management team, including coverage and oversight throughout the day.

• Walk the property to ensure public spaces, grounds, work and kitchen areas meet sanitation and cleanliness/maintenance standards.

• Manage the flow of labor between departments to support effective management of Labor Budget and achievement of profitability goals.

• Act as a project manager for the execution of capital improvements (e.g., renovations, reinventions, refreshes, signage, etc.).

• Delegate responsibilities for operations and projects to appropriate level of associate.

• Prepare for QA audits (i.e., daily and pre-visit activities).

• Manage relationships with decision makers at top accounts.

• Interact with in-house guests to prospect for new sources of business.

• Work with Market Sales to establish property sales strategy, extended stay occupancy (ESOcc) targets, sales goals, and action plans.

• Understand and leverage sales and marketing advantages over competitor properties within market.

• Coach and reinforce associate selling strategies that take advantage of property amenities.

• Work with the Regional Sales office (RSO) to implement sales strategy for the property (e.g., goal setting, setting rates, ESOcc, etc.).

• Develop innovative means for capturing new streams of revenue through property amenities.

• Ensure direct sales staff fully utilizes e-tools (e.g., e-proposals, e-mail signatures), as appropriate.

• Participate in and host customer recognition events to drive sales.

• Monitor sales strategy with RSO to ensure ongoing effectiveness and compliance.

• Participate in the property sales review (PSR).

• Identify key revenue generating stakeholders and customers and communicate information to sales offices.

• Collaborate with Regional Marketing & eCommerce Managers to develop and/or sustain marketing and eCommerce strategies for the hotel.

• Measure, analyze, and communicate property performance using a variety of financial/non-financial data including controllable costs, sales revenue, guest satisfaction, and associate engagement data.

• Monitor and forecast future ESOcc and length of stay rate tiers to inform revenue management and profitability strategy.

• Manage on-property controllable costs associated with rooms, housekeeping, events, and food and beverage operations.

• Initiate action to support property revenue and profitability goals.

• Update and communicate profit forecasts to associates/managers.

• Review and sign off on invoices.

• Review Property Distribution Summary (OnDemand) and Purchase Detail Reports; identify, research, and resolve balance issues.

• Consolidate reports needed for period-end review (e.g., P&L, Accounting Scorecard, Banking Report and Statistics, PACE, credit card fraud report).

• Review property performance on period basis with Regional Director.

• Manage the relationship with the revenue management office (e.g., participate in routine calls, strategy meetings, periodic update meetings, etc.).

• Review and work with appropriate revenue management reports (e.g., Demand Eye Chart, Benchmark Pricing Evaluator, Rate/Value Matrix, Smith Travel Research (STR) reports, etc.).

• Balance inventory to ensure same-day sellouts.

• Keep brand leadership team, owners, and above property stakeholders updated on property performance in the areas of financials, guest satisfaction, and associate engagement.

• Prepare and present reports for owners and above property leadership using financial/performance data.

• Conduct property critique.

• Conduct annual business reviews.

• Respond to off-property (e.g., regional and owner) requests for sales information (e.g., Market Outlook, STR Report critique, etc.).

• Participate in ad hoc owner conference calls and respond appropriately to owner requests.

• Conduct performance review process for associates (including LPP/HPP, career plan form, development plans, associate information form, mid-year check-ins, 90-day check-ins for new associates, etc.).

• Understand the performance expectations for all positions within the property (e.g. front desk associate, gourmet attendant, etc).

• Manage ongoing development of managers (e.g., one on one coaching, providing stretch assignments, etc.).

• Cascade/Deliver training to associates (e.g., Service So Memorable Quarterly Recharge).

• Facilitate cross training to support associate professional growth and operational excellence.

• Conduct day to day Human Resource transactions to support needs of the property (e.g., compensation actions, initiation and approval of hiring requisitions, etc.).

• Lead associates through property changes, and help them transition into new property roles.

• Facilitate on property activities that communicate and reinforce Residence Inn culture with associates (e.g., RIsolution Days, Culture Strength Survey, Culture Council participation, Daily Huddles, etc.).

• Complete management training (e.g., ConnectU, GM conferences, HR Skills, etc.).

• Support recruitment and hiring efforts from various sourcing channels (e.g., local job fairs, Internet, referrals) to target associates with skill sets (e.g., rooms operations) compatible for operational needs.

• Manage e-mail.

• Manage daily paper mail.

• Participate in conference calls (e.g., sales, promotion, Q&A, property performance, etc.).

• Provide follow-up information to Regional Director and other Extended Stay/Select Service executives.

• Prepare for Regional Director visits (e.g., pulling and consolidating relevant reports).

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