General Manager at Chateau Marmont – Los Angeles, California

General Manager

Reporting to: COO André Balazs Properties

Summary of Position: Responsible for the overall management of the hotel

Summary of Essential Functions:

Comprehensive oversight of Hotel Operations –Front Office, Reservations, Retail, Guest Services (includes functions of housekeeping, security & bell service), and Property OperationsUphold all service standards as indicated by Managing DirectorCreate, implement, and oversee a detailed on-boarding/training program for all aspects of the Hotel Front Office to ensure unforgettable experiences for each guest and seamless operations behind the scenes.Conduct regular meetings with Hotel Front Office staff, addressing and re-enforcing training points as well as any concerns which arise. Developing full monitoring strategy to uphold standardsDemonstrate and teach effective techniques to upsell rooms, amenities & productsOversee budget process for the Hotel Front Office and control operating and labor costs and expenses within budgetWorking alongside the Reservations Manager, assist in developing the revenue management strategy for the property, to achieve the property's objectives. Includes use of company systems and business processes to respond to day-by-day trends and deliver reports providing Insight to managementWorking alongside the Reservations Manager, build a completely seamless Room Reservations service for the property, ensuring the Front Desk fulfil their roles in responding to reservation enquiries in a knowledgeable and efficient wayExpand a comprehensive Concierge service, which embodies the Chateau Marmont personality, by building relationships with third-party vendors to deliver quality, originality and commercial performance.Working with the Corporate Office, be the CRM champion for the property, maximizing guest profile data quality and volume/detail, using company systems, training team members, monitoring performance and upholding standards. Includes developing a comprehensive strategy for the capture of, and response to, detailed guest preferencesWorking with the Managing Director and the Corporate Office, responsible for the Loyalty & Recognition plan for the property. Identifying the most loyal guests, and developing ways to recognize this to deepen the relationshipConfigure and optimize software and systems to drive productivity and team efficiency across phones, concierge, and service optimization toolsResponsible for the Front of House Ambassador team. Uphold standards for guest arrival, departure, and interaction by all members of this team.Work with the Housekeeping team to Implement all Department SOP's uphold, monitor and evolve consistently high standards of cleanliness and attention-to-detail for hotel guestsResponsible for Butler Service (including room service). Work with the team to develop the Butler program, ensuring that attentive, thoughtful, and comprehensive lifestyle services become indispensable to our guestsAssist in responding appropriately to guest complaints and implement appropriate service recovery gestures to ensure total guest satisfaction; tracking repeat issues to ensure they are resolvedDevelop a thorough knowledge of Chateau Marmont, including room types, amenities, services, and brand standards to best represent the hotelOversee hotel retail program; delegating properly to ensure proper inventory levels, replenishment of inventory, and tracking of salesParticipate in P&L reviews and weekly Strategy MeetingsWork closely with other departments to ensure smooth communication of staff, guest, and department needs.Oversee Implementation, training and Management of Health and Safety ProgramManage and develop the team in accordance with company policies and proceduresOversee recruitment and training of new staff within the hotel, specifically with Front Desk, Bell Service, Valet and Guest Relations/Security Hybrid positionsSupport training and development of Hotel Management teamInstrumental in running of the hotel, especially Rooms Department, providing support to management team and staff as needed.Cover other manager’s regular assignments during Vacations, Holidays or Sick leaves.Work closely with Managing Director and Director of Finance in monthly P&L reviews, analysis, and department review meetings.Manage hotel administration in conjunction with Finance department: including Licenses, Permits, Insurance, etc.Key role in annual Budget processHandle Terminations and Disciplinary activity for Rooms Departments and support these functions in other departments as needed.Implement weekly labor forecast reporting and reviews against forecasted revenue to manage real time changes to achieve efficiencies.Oversee IT issues and upgradesSupport HR in administrative matters, including risk management and investigationsAttend Management training and meetings as and when required, led these meetings when appropriate.Work with Managing Director to ensure rooms and staff costs are in line with monthly budgetsOversee all scheduling of managers and staff in Rooms department, specifically Front Desk, Bellman, Security, and always ensure adequate cover. Support other departments in these areas as needed.Oversee daily and weekly reporting between Front Office and Security with upper management.Work with all managers to continuously improve service levels and standards.Facilitate communication between different departments to ensure smooth hotel operationsAdditional expansion of responsibilities where needed to complement Managing Director’s workload and focus to ensure smooth and profitable operationsAny tasks as assigned by the Managing Director.General:

Reports to work as scheduled, in uniform, well groomed, and ready to be in position.Informs and gets verbal consent of Directors or Managers for all breaks – meal break, 10 minute break, bathroom break.Demonstrates a friendly attitude to co-workers and all other hotel staff at all times.Informs and gets verbal consent from Director for all breaks, such as: meal break, 10 minute break.Notifies appropriate individual promptly and fully of any problems and/or unusual matters of significance.Is polite, friendly, and helpful to guests, management and fellow employees.Executes emergency procedures in accordance with hotel standards.Complies with required safety regulations and procedures.Complies with hotel standards, policies and rules.Recycles whenever possible.Remains current with hotel information and changes.Complies with hotel uniform and grooming standards.Your work schedule will be determined by the needs of the business, including weekends and evening shifts up to and including closing time within the food & beverage operation or overnight work. In addition, your schedule may change at times based on these needs.Summary of Job Requirements:

Must have seven-plus years’ experience within Guest Services, Room Division, or Front Office, preferably in a Supervisory or Management roleExcellent guest service skills.Clear verbal and written communication skills; fluent in EnglishDetail oriented with ability to work in fast paced environment.Computer skills, including Microsoft Office and Excel.Opera PMS experience preferredExperience in Housekeeping and Butler services preferred but not essentialFluency in another language preferredExcellent multi-tasking and follow up skills.Excellent time management skills.Excellent listening skills.Experience training and managing multilingual staff.Knowledge of health and Safety StandardsFlexible availability to operate a “24 hours/day, Seven days/week” departmentAbility to thoughtfully collaborate with other departments to achieve property goals and successAbility to think outside the box to bring new and exciting ideas to the property operations3 years’ experience at General Manager or Hotel Manager levelKnowledge of Opera and Seven RoomsExcellent Management SkillsPassionate about the Hospitality Industry and Guest RelationsExcellent communication skills with all departmentsAbility to problem solveFlexible – must possess the ability to move around the company if requiredKnowledge of health and safety standardsStrong training skills

Note: This job description is not intended to be a contract for employment, and the employer reserves the right to make any necessary revisions to the job description at any time.

Equal Employment Opportunity

Chateau Marmont is an equal opportunity employer. The Company prohibits discrimination against any employee, applicant for employment, intern or volunteer based on the individual’s actual or perceived race (including traits associated with race, including but not limited to hair texture and protective hairstyles, which include but are not limited to braids, locs, and twists), color, religion, religious creed (including religious belief, observance, and dressing and/or grooming practices), national origin, ancestry, sex (including pregnancy, childbirth, expressing breast milk, or related medical condition), reproductive health decision-making, gender, gender identity, gender expression, transgender status, age, citizenship, primary language, immigration status, genetic characteristics, genetic information, medical condition, disability, status as a special disabled veteran or veteran of the Vietnam era, past or present membership in the uniformed/military service, marital or domestic partnership status, sexual orientation, political activities/affiliations, declination of attendance at or participation in any meeting discussing the Company’s opinion on religious or political matters, off-duty marijuana use, any other factor prohibited by law, as applicable to the Company (“Special Characteristic”), or the intersectionality of two or more Special Characteristics.