General Manager Job at Hu Hotel
GENERAL MANAGER,
Hu Hotel, Memphis, TN
Reports to Area Director of Operations, the position is exempt
WHO WE ARE
Hotels done differently. It is not just a slogan or catchphrase, it is who we are in everything we do. We believe in the power of People, Place, and Character; ensuring our properties are a place where individuals are valued and celebrated as a tribute to the neighborhoods and the people of the communities in which we operate; elevating our associates’ pride in who they are, where they live and who we serve.
Located in the heart of Memphis’ historic downtown, the 110-room hotel was built in 1905 as the Tennessee Trust Bank building. The building’s long history includes time as an office building, the cosmopolitan Madison Hotel, and its newest iteration, Hu. Hotel. The recent revitalization of Memphis and the city’s gritty soul have made The Bluff City a popular travel destination.
Hu. Hotel channels the spirit of the man who inspired its name. Equal parts magnate, women’s health advocate, and ascetic who helped introduce yoga to the West, Hugh “Hu.” Lawson White Brinkley was a man as ambitious and visionary as the delta in which our city resides.
WHO YOU ARE
The traits for the General Manager that propel the company's culture of translocal hospitality, intuitive service, and collaborative spirit are the need to be adventurous - comfortable in seeking out new experiences, exploring the unknown, and are unlikely to have a routine. You seek to discover the hidden stories and insights of the community, and continually explore the neighborhood and city to identify what's new. Understands that the FOMO (fear of missing out) can be a good thing. You are gregarious by nature demonstrating an extroverted personality; fueled by meeting new people, forming new partnerships, and new experiences. You enjoy seeking new partnerships and relationships within the community and take a general interest in the personal stories of the individuals you meet and work with.
You are steadfast in creating harmonious relationships by seeing the bumps in the road ahead of time, and taking precautions to steer around and resolve potential conflict with all stakeholders; and will partner within the community to establish mutually beneficial relationships, and can be a chameleon and shape their style and presence to fit any situation and audience. Finally, you are intelligent – exhibiting emotional maturity and intellectual health to adapt to a variety of situations that may occur with the demands within the lifestyle of highnet worth individuals.
The hotel is managed by Aparium Hotel Group founded in 2011 is driven by the belief that all hospitality experiences should be fueled by the poetics of their surroundings, Aparium was born with an intense focus on unearthing the amazing moments unique to every city. Since its founding, Aparium has grown into a new kind of hotel brand, one that ventures off the beaten path, both geographically and philosophically. It is a sophisticated hotel brand known for its singular ability to combine the business acumen of large hospitality companies with the charm of boutique hotels, bringing the disparate forces together in bustling, smaller markets.
THE ROLE
Healthcare benefits for this position begin on day one of employment, eligible for up to a 50% incentive, unlimited PTO, and relocation support is available. The General Manager has the responsibility to develop and drive the operating strategy for the hotel to ensure that it aligns with our company pillars of translocal hospitality, intuitive service, and collaborative culture. As the leader of the hotel, you are accountable for the guest experience, associate engagement, financial performance, and revenue generation, among other responsibilities. The General Manager actively participates in the operation – leads by example and inspects what they expect. The General Manager will need to be immediately aware of their neighborhood's concerns and needs, which may range from charitable and volunteering needs, and attendance at city council meetings to partnering with local merchants, farmers, roasters, brewmasters, and artisans.
WHAT YOU WILL DO
- Collaborate frequently with headquarters for support, clarification, direction, approval, and potential risks; comfortable in leading through ambiguity to achieve certainty; ensure the balance of needs and direction between Aparium leadership and hotel ownership and asset management
- Take ownership of the short and long-term profitability of the hotel.; although not required to be a financial genius, interpret a P&L fluently to understand what the needs are to drive top-line revenue and what costs to control to enhance GOP
- Act as the mayor of the neighborhood and create relationships and connections within the local community by knowing every merchant, operator, and owner within the hotel’s vicinity; the Gm is expected to participate in local boards, community service projects, and events that represents the translocal hospitality for the hotel
- Attract and select the most qualified, on-brand talent; develop and coach associates for future advancement; and guide the executive team in their role and purpose in developing their people and identifying ways to improve the work environment through practices, tools, and communication
- Reinforce the company's Art + Science ideologies until you are “blue in the face” to ensure the experiences of translocal hospitality, intuitive service, and collaboration are implemented and modeled by yourself and every leader of the hotel
- Create a Food + Beverage-driven environment, ensuring the hotel's restaurant concepts are in full force; partner closely with the leaders of Food+ Beverage to ensure offerings are locally sourced and produced, of the highest quality and celebrate the locality of the hotel; and be passionately aware of average checks, VIP reservations, special events, costs, signature dishes, and the mixologist's recent creation
- Encourage employees to follow instincts and use their best judgment to create experiences for guests that are thoughtful and authentic; ensure associates are educated thoroughly on Aparium's Art + Science methods; model and uphold Aparium standards consistently and utilize guest feedback to improve service delivery
- Believe in and exhibit the service chain profit theory and know that engaged employees create engaged and return guests; not only does the GM respond urgently to Trip Advisor compliments and concerns it also has a pulse on their level of engagement of the teams and knows a Glassdoor comment is just as critical
- Ensure you and the executive team achieve their quarterly incentive (among the best in the industry by the way) by driving the key metrics that make the hotel successful; the incentive is a balanced scorecard that ensures the components of people, product and profit receive equal attention
- Dive deep into revenue management and the sales and marketing efforts by measuring the effectiveness of broad-based marketing plans and yield management efforts to diversify sources of revenue and maximize the number of market segments needed, don't be a one-trick pony
- Be available to tour clients and partners with the Hu. Hotel modeling our values that drive collaboration, intuition, and translocal hospitality.
- If the GM is not available, the Director of Operations to be available
- Oversee execution of event blocks and B&C business contracted at the hotel.
- This would include overseeing the execution of all resume and BEO details from the group’s arrival to departure.
- Share feedback back to the task force sales leader or on property sales associate from in-house groups to log in Delphi and use for future notes.
- Review funnel with task force sales leader or on property sales associate to understand incoming leads, what is in the pipeline and what is needed to drive these groups to definite status.
- This is done weekly and reviewed together to ensure the funnel is constantly in motion for new business.
- Partner with the Regional Director of Sales, drafting and validating monthly group, banquet and catering forecasts utilizing pace reports and trend data.
- Negotiate with clients. Task force sales leader or on property sales associate will take initial lead on all Hu. Hotel group/B&C opportunities and set initial proposal but will reach out for further discussion on any business where further negotiation is needed on property to drive the win.
- Drive conversation with an Hu. Hotel guest and encourage all associates to help uncover potential business through check-ins, check-outs, guests in the lobby, Hu Rooftop business, etc. Lead the entire hotel to be an extension of the sales team searching for business.
- Ensuring the task force sales leader or on property sales associate operates within budgeted expense guidelines, achieves revenue management goals; drives optimal business mix and ADR goals.
- Coach on property sales associate by collaboratively helping them creatively solve problems when challenges arise; ensure the team receives the necessary learning and development to grow within their roles whether is functional training or soft skill development activities.
- Develop and maintain good relationships with officials and representatives of local community groups and companies to promote new business and increase sales for the hotel. You are the face of the Hu. Hotel and therefore should make your presence known at community events to drive conversation about the new Hu.
- Clever in maximizing hotel revenue through effective pricing strategies for catering, group, and space inventory, which is done by analyzing sales statistics against booked vs. consumed business; and having an educated understanding of your price positioning in the comp set and local market
- Strategize with the on property sales associate any short-term strategy to compensate for short-term needs, without compromising long-term goals, such as placing business on the books in the current quarter, without losing focus on the next quarter and gaining traction on long-term goals.
- Lead EC team on strategic management of meeting/public space to ensure maximum revenue capture and seamless customer experience.
- Communicate regularly with the Regional Director of Sales to provide updates on all new business calls, tours and other opportunities to drive revenue with group/B&C business.
WHAT YOU WILL NEED
- Previous General Manager in a full-service hotel for at least three (3) years within an upper-upscale or boutique-lifestyle company or property
- Career path demonstrates previous direct Sales + Marketing experience, such as a Director of Sales
- Worked in secondary markets for a boutique-style hotel company or independent hotel
- Tenured local ownership relations, as the owners and investors frequent the hotel daily
- Strong demonstration of financial acumen, emphasizing P+L fluency, cost control measures, and revenue-generating practices
- Adaptable interpersonal skills to represent the hotel to local stakeholders, ownership, opinion makers, business executives, and employees
- Comfortable in your own skin, know who you are and have a point of view, and can articulate a perspective or opinion with substance and clarity
HOW YOU LEAD
- Highly analytical in thought and recommendations; although will never act like the smartest person in the room, and continually seek out the facts; can express a point of view without it being driven by an ego
- Engages others in general conversation tactics to build rapport quickly, and can lead and adapt communication and presentation tactics to engage an audience; displays adaptable interpersonal skills for a wide range of audiences and stakeholders
- Approaches fact-finding and discovery missions in a collaborative effort; values input and experiences of others that creates additional insight to uncover deeper issues that need to be addressed or removed as a barrier to implementation
- Passionate in driving results of their effort and others; can influence others to take direction to execute the strategy through tactical methods, and is comfortable in prioritizing their work and that of others
- Comfortable in being a “general” in identifying strategic needs, yet can be a “soldier” to ensure the implementation of a strategic plan is implemented
- Values the importance of making decisions with integrity, maintaining confidentiality across internal workgroups, and knows how to use discretion when appropriate; understands the difference between transparency and confidentiality.
As an Equal Opportunity Employer, Aparium Hospitality Services celebrates diversity and is committed to creating an equitable and inclusive environment, and a sense of belonging for all employees. We do not discriminate and believe every individual should be proud of who they are, where they come from, and take pride in who we serve.
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