General Manager- Sheraton Heathrow Airport

ABOUT THE BRAND

At Sheraton, we go above and beyond in everything we do.  We are inspired by our guests and one another – and are driven to make things better.  We love what we do, and we give it all we’ve got – on property and off.  When guests stay with us, it’s not just a room with a bed that they’re buying.  It’s an experience.  We’re looking for someone who is ready to go beyond in everything they do.  If you are someone with a genuine drive to improve your life and the lives of those around you, we encourage you to explore careers with Sheraton. 

ABOUT THE PROPERTY 

Sheraton Heathrow Hotel is the perfect home away from home with stunning nearby attractions including the historic Windsor Castle. 428 comfortable, modern bedrooms and suites feature the signature Sheraton Sleep Experience Bed, specially designed to provide a new level of comfort for a good night's sleep. Work out at our 24-hour state-of-the-art gym or hop on the train or bus into London to see the sights. In addition to being just moments from Heathrow Airport, the hotel is convenient to many of London's most celebrated attractions, such as Windsor Castle, Twickenham Stadium and Legoland. The new Cast Iron Bar & Grill is warm and welcoming, serving Great British and delicious seasonal dishes for you to enjoy. The Lobby Bar, located in the heart of the hotel, offers alongside handmade pizzas, fine wines and refreshing cocktails 

ABOUT THE POSTION 

As the lead host at our property, our General Manager creates the culture to deliver a memorable experience for our guests. By creating personal connections with guests and hosts, our leader understands how to inspire our team to deliver on-strategy services across the hotel.

The ideal candidate for this position will have at least 5 years plus experience, as a General Manager, in the premium brands. Evidence of strong operational leadership, sales, marketing, room experience and being able to drive performance within a competitive market and owner relations will be key. The natural inclination to innovation and extensive talent leadership experience is required and a busy airport experience a plus. 

Chosen candidate will be the primary strategic business leader of the property with responsibility for all aspects of the operation, including guest and employee satisfaction, human resources, financial performance, sales and revenue generation and delivering a return on investment to both Sheraton brand and property ownership.

Apart from above, a new leader for this property will take a lead in building owner loyalty through proactive communication, setting and managing expectations and delivering solid business results. The position will be also actively involved in the local community and builds strong relationships with local officials, businesses, and customers.

JOB SUMMARY

Functions as the primary strategic business leader of the property with responsibility for all aspects of the operation, including guest and employee satisfaction, human resources, financial performance, sales and revenue generation and delivering a return on investment to both Marriott International and property ownership. Verifies implementation of service strategy and initiatives with the objective of meeting or exceeding guest expectations, increased profit and market share. Holds property leadership team accountable for strategy execution, and guides their individual professional development. The position verifies that sales engines are leveraged and initiates independent and proactive sales activities, when appropriate, to generate demand. Verifies that the objectives and goals of Marriott and property owners work together to achieve brand positioning and success. Builds owner loyalty through proactive communication, setting and managing expectations and delivering solid business results. The position is actively involved in the local community and builds strong relationships with local officials, businesses, and customers.

JOB SPECIFIC TASKS

Business Strategy Development

Stays current with industry trends and monitors strengths and weakness of competition; explores new business opportunities; develops business plans designed to maximize property customer satisfaction, profitability, and market share; ensures property business plans are aligned with the hotel’s business strategies; translates Marriott global strategic plan into one that can be executed on property.

Business Strategy Execution

Executes business plans designed to maximize property customer satisfaction, profitability, and market share; ensures that property business plans and employees are aligned with business strategies; holds property leadership team accountable for successful delivery of business plans; experiments with new ideas and takes calculated risks to improve guest satisfaction and profitability; evaluates the success of property business strategies to inform future business plan enhancements; continually ensures business plans and actions have a positive impact on property performance.

Sales and Marketing

Works closely with Sales and Marketing team to develop revenue generating strategies for property; identifies new business leads, develops tailored sales approach, and actively pursues leads with Sales and Marketing team; validates that sales and marketing strategy is aligned with brand strategy and is effectively executed against established goals; verifies that property leaders understand and leverage Marriott demand engines to full potential; augments guest preference for property through booking ease and quality interactions with sales force.

Talent Management and Organizational Capability

Creates a cohesive and high-performance Executive Committee that continuously strives for positive results and improvement; coaches Executive Committee by providing specific feedback and holds them accountable for performance; creates learning and development opportunities for employees; creates and effectively executes development plans for both direct reports based on their individual strengths, development needs, and career aspirations; ensures all managers are doing the same for their direct reports; identifies resource needs to strengthen property team; creates succession plans for future job openings; actively supports the staffing process; ensures effective work processes, systems and teamwork are in place to maximize individual and overall property performance.

Business Information Analysis

Reviews business related data such as market share, financial performance, inventory, employee engagement, and customer satisfaction; analyzes business information to proactively address changing market conditions, ensure property operates within budgetary guidelines, and achieves profit margin goals; uses business information to identify indicators of product and service successes and opportunities for improvement; integrates business information into business plans.

Employee and Labor Relations

Verifies that all employees are treated fairly, and with respect; builds rapport with employees by fostering an environment of open communication and spending time with employees on the frontlines; makes self-available to employees (“open door policy”); verifies that pay and benefits are appropriate for labor market; celebrates the success of employees in a public way; works with Human Resources to maximize employee engagement and monitor local labor environment to address issues as needed.

Revenue Management

Works with Revenue Management team to develop effective pricing strategies, balancing seasonality, economy, customer segments, property objectives and customer satisfaction; established revenue strategy that supports the hotel’s positioning in local market; ensures demand forecasting and sound revenue practices are in place to maximize yield; identifies ways to grow occupancy, RevPAR, and market share by researching and staying aware of competitor strategies; controls labor and capital expenses.

Owner Relations

Builds strong rapport with property owners through proactive and on-going communication; keeps owner informed of brand initiatives and guest experiences; provides owners with in-depth analysis of property performance, incorporating guest, financial and employee business data; manages an effective balance between owner interests and Marriott brand interests and develops solutions that create value for both; develops and effectively promotes ideas for improving property service and profitability to ownership.

Customer and Public Relations Management

Interacts with guests and other customers on a frequent basis to obtain feedback about their experiences on property; utilizes guest/customer feedback to recognize outstanding employee service performance and improve service delivery; emphasizes and holds leadership team accountable for addressing service failures or potential service failures, and for developing innovative ways to exceed guest expectations; establishes presence in the market by actively promoting an exemplary property/brand image, involving oneself in the local community, and by developing strategic alliances with local officials, businesses, and customers; anticipates needs of large groups or high profile guests in order to deliver flawless service; verifies that products, services, and events attain the appropriate publicity (“PR buzz”).

Company/Brand Policy, Procedures, and Standards Compliance

Verifies property compliance with legal, safety, operations, labor, and Marriott brand product and service standards; conducts both routine and short-notice quality assurance audits with specific departments; holds employees accountable for performing audits on a regular basis; conducts detailed walk-throughs to ensure building, public areas, kitchen, and grounds are well-maintained, safe, and meet or exceed guest expectations; validates that employees are appropriately trained and performing to standard.