POSITION: Xperience Manager (General Manager)
REPORTS TO: Xperience Director (Director of Operations)
MIN REQUIREMENTS: High School Degree or Higher, 3 years hotel operations experience with a
minimum of 2 years at the management level OR Have successfully completed
the Concept Hotels’ Xperience Manager Training Program, Must be strong leader,
self-motivator, and a team builder.
SCHEDULE REQUIREMENTS: Must be willing to work 50+ hours per week (minimum 5 days per week) and be
available by telephone during off-hours in case of emergency.
OPTIMAL REQUIREMENTS: 4-year College Degree + all minimum requirements
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SUMMARY/OBJECTIVE:
The Xperience Manager is responsible for all aspects of operations at the hotel. He / She is responsible for
managing the Hotel’s management team as well as the entire staff while ensuring profitability and guest
satisfaction. The Xperience Manager should be an ambassador for the hotel providing leadership and strategic
planning to all departments in support of our service culture, maximized operations and guest satisfaction. The
Xperience Manager will work very closely with the hotel owners and other stake holders.
GENERAL RESPONSIBILITIES:
Responsible for the overall success of the hotel, using strong leadership skills to drive revenue,
maximize profits, and ensure quality.
Ensure all decisions are made in the best interest of the guests, the hotel staff, hotel ownership
and Concept management.
Guest Experience Management
Champion of the hotel’s unique concept through product, people & vibe.
Optimize and maximize Guest experience.
Maintain a high personal visibility throughout the property.
Handle complaints and oversee the service recovery procedures.
Handle key corporate clients and take part in new client acquisition along with the sales team
whenever required.
Lead all key property issues including capital projects, customer service and refurbishment.
Responsible for safeguarding the quality of operations and ensuring continual improvement
through XD Reviews.
Gain and maintain excellent knowledge of local competition and general industry trends.
Ensure that all property equipment is in good working condition.
Associate Experience Management
Effectively manage and motivate associates to ensure optimization and maximization of overall
financial results, guest and associate satisfaction.
Provide effective leadership to hotel team members.
Successfully maintain adequate staffing and act as a final decision maker in hiring staff.
Ensure career progression and development of staff.
Assess and/or ensure regular and timely assessment and performance reviews of all hotel
associates and the processing of all personnel records.
Oversee the operations functions of the hotel, as per the Organizational chart.
Oversee and manage all departments and work closely with them on a daily basis holding
regular briefings and meetings with all Department Heads.
Be ultimately accountable for responsibilities of the department heads.
Help in the procurement of operating supplies and equipment, and contracting with third-party
vendors for essential equipment and services.
Ensure full compliance to Hotel operating controls, SOP’s, and service standards. Champion the
hotel’s internal and external communications and record keeping.
Ensure all associates are trained on emergency and security procedures and policies.
Stakeholder Experience Management
Responsible for the preparation, presentation and subsequent achievement of the hotel's
annual Operating, Sales & Marketing, Human Resources and Capital Expenditure Plans.
Responsible for the preparation, presentation and subsequent achievement of the hotel's
annual Operating Budget.
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Deliver short term strategic goals for the property.
Send a daily end of the day activity and accomplishment email to Director of Operations or
immediate Supervisor.
Closely monitor the hotels business reports on a daily basis and take decisions accordingly.
Ensure that monthly financial outlooks for food & beverage, rooms, admin & general, sales
&marketing, information & technology, utilities, and maintenance the P&L are on target and
accurate.
Develop improvement action plans, carry out costs savings.
Prepare a quarterly financial presentation for the owners and stake holders.
Responsible for limiting hotel liability through Occupational Health & Safety Act, fire regulations
and other legal requirements.
Maximize room yield and hotel revenue through innovative sales practices and yield
management programs.
Handle any emergencies at the hotel.
