An ADP Client, Fay Hospitality Catskills, LLC is actively seeking a General Manager to join their team in Callicoon, NY

Job Purpose: To lead the hotel team in delivering optimal and sustainable business and financial performance through the execution of robust commercial, operational and people plans.

Receives Directions from – Internal Asset Management Team

Provides Direction to – Hotel heads of the department

Key Performance Indicators – Financial Performance Metrics; Guest Satisfaction; Team Member Experience; Relevant Quality/Brand/Safety Audits.

Behaviors and competencies which need to be demonstrated:

• Leadership
• Customer Focus
• Collaboration Judgment
• Results Focus

Essential Functions:

Planning Activities – 30% of time

• Develop vision and strategic plan for business and align with owner, hotel brand and company objectives
• Develop annual hotel budget with supporting commercial focus, resourcing, team development and capital investment documentation.
• Deliver monthly rolling forecast with supporting insight back up on both risk and opportunity.
• Schedule time effectively around critical business cycle
• Ensure the appropriate level of leadership/ support is on duty at all times
• Develop a rolling plan of self-development

Organizing Activities – 20% of time

• Ensure all guest feedback data is reviewed, followed up and that any action required is committed to by all stakeholders
• Ensure effective communication with the hotel team and owner communication expectations are met.
• Ensure that ‘change’ initiatives are implemented effectively with high levels of team involvement & engagement
• Ensure appropriate level of contact with key clients / business providers and commercial specialist support staff

Directing Activities – 20% of time

• Chair and direct the key communications within the hotel
• Be visible in the operation / front office and BoH areas at the key times and direct team as appropriate
• Constantly monitor the delivery of prescribed product and process standards across the business and personally support the conversion and up sell focus.
• Ensure that investment programs deliver the committed returns.
• Execute the tactical approaches and actions to deliver strategic plans. Support delivery of both Brand and MANAGER Company visions.
• Ensure all activity meets company and legal requirements at all times. Manage owner relationship / rapport / reporting as required.

Staffing Activities – 20% of time

• Provide team with the clear purpose they require, support with relevant learning experiences and feedback on individual/ team performance constantly
• Recognize teams and individuals and celebrate as appropriate.
• Observe and coach team to ensure they are continuing to develop their skills/behaviors.
• Work to ensure that all departments have an appropriate resource and succession plans

Controlling Activities – 10% of time

• Maintain productivity and expense performance in line with targeted improvement.
• Make the appropriate resource adjustments to forecast variances.
• Ensure the accurate reporting of trading performance and capital expenditure
• Review financial performance, process and system impact and people performance as appropriate.
• Support sustainable and continuous improvement in both guest and team experience metrics

SPECIFIC JOB KNOWLEDGE, SKILL, ABILITY and BEHAVIOUR REQUIREMENTS

The individual must possess the following knowledge, skills, abilities, and behaviors and be able to perform the essential functions of the job:

Leadership

The ability to envision possibilities, contribute to high performing teams, and inspire passion. The willingness to take calculated risks, assume responsibility, and enhance quality and service. Demonstrated through:

• Acting as a role model for the team and leading by example at all times
• Effectively articulating the company -purpose, vision, mission, strategy, goals and results
• Taking ownership and accountability for your actions / behaviors and those of your team
• Ensuring that each team member understands the purpose of their role and is equipped with the training and tools required
• Providing regular feedback on performance to both individuals and teams and seeking feedback regularly from those you lead.
• Pro-actively managing poor performance and leading the way in the development of talent.
• Creating a ‘high trust’ working environment by always doing what you said you would do – delivering what you said you would deliver.
• Overcoming barriers that limit business performance and the implementation of change.
• Creating a ‘risk aware’ culture and maintaining clear guidelines/understanding and direct leadership on ‘crisis management’
• Supporting a 'bottom-up' / coaching led working environment

Customer Focus

• The ability to proactively sense and take action on customer needs and opportunities. The willingness to exceed customer expectation. Demonstrated through:
• Design and delivery of service and product propositions created /modified for specific markets and customer groups
• Anticipating the needs of the guest and taking experience enhancement action before arrival.
• Keeping up to date with consumer trends and competitor activity in each area of the enterprise –responding appropriately
• Having a clear understanding of the markets the hotel operates in.
• Committing energy and focus in ensuring that all team members have the necessary skills and behaviors to deliver great experiences
• Being aware of the cultural and social differences across end user groups –planning and executing accordingly and building team awareness
• Responding to all feedback in a timely and appropriate manner and sharing this with the team daily.
• Ensuring that your teams always deliver what was promised in the distribution system, marketing material /promotion.
• Dealing effectively with underlying issues that impact the experience and loyalty of guests.
• Encouraging feedback at all times to inform product development and team learning
• Recognizing and rewarding excellence in customer service

Living the Values

The ability to inspire day to day demonstration of the Villa Roma hotel values. The willingness to walk the talk and positively project the face of Villa Roma, Demonstrated through:

• Demonstrating passion, pride, integrity and urgency in your everyday work
• Being able to take multiple perspectives to reach balanced decisions
• Demonstrating empathy with team members and delivering activity that improves their work experience
• Being ‘at your best’ all the time
• Leading your business with your own unique style but in alignment with these values
• Communicating openly with customers, owners, corporate colleagues, other leaders and team members
• Maintaining the highest ethical standards (aligned with organization) when directing business strategy and/or assessing competition.
• Being involved in the selection of all new team members

Collaboration

The ability to work inter-dependently with others, within or across groups, functions to improve effectiveness. The willingness to put the interests of the enterprise above your own and seek win-win solutions. Demonstrated through:

• Actively working to build strong and effective working relationships with colleagues, owners and customers at an emotional level
• Taking on additional personal ‘work’ for the benefit of a wider group.
• Demonstrating active listening skills and a willingness to understand and respect the perspective of others.
• Seeking out opportunities where personal ‘strength’ attributes may positively impact others
• The optimal use of available tools, systems and specialist support resources.
• Actively looking for opportunities to work with others outside your sphere of influence.

Judgment

The ability to process information effectively. The willingness to use facts and data to make sound decisions, and to learn from experience. Demonstrated through:

• An awareness of decisions taken that have exceeded outcome expectations as well as those that didn’t meet expectations.
• An understanding of what is important and then investing time and energy on the issue
• Self-Awareness – the emotional and physiological signs of stress in ourselves and others – triggers that drive negative responses
• Taking calculated business risks
• An awareness of the impact our actions /behaviors will have on others
• Maintaining an open non-judgmental approach to individuals / situations when facts and circumstances are unclear
• A specific understanding of owner requirements / expectations and the benefit of strong working relationships.

Results Focus

The ability to deliver results and solutions and keep the focus on driving customer value. The willingness to assume personal ownership and accountability. Demonstrated through:

• Prioritizing time and energy into areas that add sustainable value to the guest experience, team engagement or profitability of the business
• The building of strong relationships with specialist support, team members and customers to optimize the impact of Commercial Focus plans
• High levels of team engagement and awareness of purpose, goals and business objectives.
• The implementation of own and others’ initiatives to drive both organizational and personal effectiveness in a sustainable manner.
• The effective delivery of learning experiences and deployment of incentives to support workforce effectiveness.
• A commitment to learn from business and personal performance reviews – to keep learning and looking for improvement.
• Being able to articulate the value you personally have added to the business and the changes implemented to improve performance.

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY

The individual must possess the following knowledge, skills and abilities and be able to perform the essential functions of the job, with or without reasonable accommodation.

PREFERRED QUALIFICATIONS

• Degree / Higher diploma or equivalent in Hospitality Management
• Significant experience and strong delivery track record in Leadership roles
• Certificated learning in delivering training, coaching and performance management techniques
• Change Management / Personal Effectiveness and Leadership certification and experience.

GROOMING

• All leaders / team members must maintain a neat, clean and well-groomed appearance (specific standards available).