Created: February 20, 2018
The Opportunity
We are currently searching for an experienced and dynamic General Manager to lead the team at our Hard Rock Hotel.
Located at the entrance of the Gaslamp Quarter across from the San Diego Convention Center, Hard Rock Hotel San Diego boasts an upscale, contemporary design, signature restaurants, a sophisticated nightlife, superior customer service and, of course, the distinctive thread running through all Hard Rock properties- rock 'n' roll. Amenities include 420 rooms and suites including 17 Rock Star Suites, over 40,000 square feet of unique meeting and event space, a world-class Nobu restaurant, and two bars - Float and 207. Additional features include Maryjane's Coffee Shop, a Rock Spa and fitness center, a landscaped rooftop pool deck with private cabanas, a 5,000 square foot live music venue, a Rock Shop and Nobu. Additional features include Maryjane's Coffee Shop, a Rock Spa and fitness center, a landscaped rooftop pool deck with private cabanas, a 5,000 square foot live music venue, a Rock Shop and a Pinkberry yogurt store.
Job Responsibilities
The General Manager is responsible for all facets of the operations of the property, including effectively positioning this property in this ever changing market, generating sales, maintaining operating standards to ensure a strong culture that drives guest experience, creating an effective culture and working environment, developing and maintaining an effective working relationship with owners/developers and key corporate staff, and achieving all objectives as defined by annual business plans and market positioning.
Essential job functions are as follows:
Lead the Sales driven culture:
•Direct the efforts of the Director of Marketing & Director of Revenue Management to drive distribution and increase awareness
•Be actively engaged in assessing all marketing effectiveness/ROI
•Drive group sales revenue through highly involved leadership with the team
•Strategize with the Director of Revenue Management daily on ways to insure we are taking the right business at the right time, for the right price
•Participate in sales related community relations - SD Chamber, SDTA, SDCC, etc.
•Partner with sales team on conducting customer site inspection, meet/greet, and pre-post cons, entertainment and sales trips
•Rigorously hold our third party partners accountable for a proactive sales effort and associated results
Create and oversee a systemic guest service environment, blending AAA Four Diamond Standards with Hard Rock's irreverent kick ass service:
•Implement and expect a level of service that surpasses any other hotel in downtown San Diego
•Utilize the crew’s ability to continuously assess guest reaction to established procedures and service behaviors & adjust as needed
•Embrace and enforce the implementation of the Kick Ass Manifestos and the 5 F’s •Continually engage the staff
•The creation of new and fresh FUN behaviors that amplify kick ass service
•Encourage "pushing the envelope" in relation to providing memorable guest experiences
•Utilize the AAA Four Diamond standards & Hard Rock's service standards to ensure Hard Rock attains the 4 Diamond designation
•Encourage, recognize and celebrate each attempt at providing memorable experiences, regardless of outcome
Drive profit through proactively managing the middle of the page:
•Work with director of finance to produce a zero based Annual Operating Plan based on potential, history and trends
•Insure accurate monthly forecast of revenues, expenses and GOP are produced and communicated to the team
•Be accountable and understand the importance of following all of Evolution’s business practices related to maximizing GOP
•Educate and communicate monthly forecast results to the team
•Work side by side with DOF to lead managers in labor and purchase decisions to meet flow-through expectations
•Insure team systemically uses tools including the Evolution Schedule Optimizer (ESO), CFB; and Horizon web to access daily and monthly reports
•Ensure hotel's adherence to all finance signature standards as measured by internal audit.
Treat our owners like rock royalty:
•Oversee the Rock Royalty Crew, responsible for delivering on two promises made to the over 700 Owners of the 420 condos:
• "Life behind the velvet ropes"- deliver experiences commensurate with owning a piece of the hottest destination in San Diego; treat them like Rock Royalty
• "Make them as much money from rentals as possible"
•Assist in developing strong working relationships between the Rock Royalty Crew, Guest Services and the other departments integral to delivering on these two promises
•Deliver a consistent message to all departments that ensures all team members understand the Owners service and revenue expectations
Develop and maintain an associate environment that clearly establishes the hotel as the employer of choice in San Diego:
•Actively engage crew on all levels. Create and maintain vehicles for continuous climate assessment including GM Roundtables.
•Actively use & respond to comments from suggestion boxes, crew email inbox, departmental meetings, etc.
•Value and celebrate the unique style of the crew that the hotel attracts. Encourage individuality. Listen, advise and mentor. Be open to and interested in learning from the crew. Involve crew members in the development of standards and procedures
•Realize and be respectful of the intelligence, passion, drive and involvement that most of the crew possess and leverage that to drive crew and guest satisfaction
•Be mindful of the interests of the crew and actively support initiatives such as environmental issues addressed by the green committee; encourage music interests, support philanthropic initiatives.
•Support & encourage frequent crew events & The Culture Club
Oversee a killer vibe throughout all areas of the hotel that truly differentiates us from the competition:
•Continuously refine Hotel's "sensory vibe", Inc. public space 'touch' aspects of visual sights, musical sounds & scent
•Continuously review & direct the Vibe Manager job performance, including all "sensory" responsibilities
•Benchmark existing operations of our 3rd party partners to create a congruent and seamless property-wide vibe & culture
•Continually solicit critical feedback from Team & Guests on Hotel Vibe for continuous improvement
• Rigorously work with Director of Marketing to create & exploit continuous PR opportunities that drive Hotel awareness thru 'Vibe' promotion, Experience Calendar, etc.
Job Requirements:
• Minimum of 5 years’ experience senior level hotel management experience. Luxury independent hotel experience REQUIRED; GM experience with a luxury condo hotel is a plus.
• Group experience from a hotel that has significant group need is a plus
• Knowledge of third party revenue streams and experience driving sales and managing marketing and PR initiatives is desirable
• Proven track record in delivering financial results
• Proven track record of building a cohesive team and facilitating goal accomplishment
• Ability to inspire associates and to create a culture of care and accountability
• Proven track record of positive associate satisfaction scores
• Commitment to exceptional guest service
• Strong communication and listening skills, excellent speaking, reading and writing skills
• Aptitude in financial management, financial reports and analysis
• Excellent leadership skills with a hands-on, lead-by-example work style
• Bachelor’s degree; a hotel school degree is preferable
An Equal Opportunity Employer
About Evolution Hospitality
Headquartered in Orange County, CA, Evolution Hospitality is one of the top privately-owned hotel management companies in the US. Evolution Hospitality has a well-defined vision, a strong sense of values and guiding principles, and a long-range, quality-minded approach to business. From unassuming beginnings with a single property, today Evolution Hospitality is recognized as a first-class operator of hotels.
We are proud to offer candidates a dynamic career, personal growth, a strong tradition of mutual trust, integrity and an opportunity to make an impact on the business. Simply put, it means that it feels a bit different to work here. We are universally driven by our fundamental values and beliefs. At Evolution Hospitality, all associates are selected and evaluated on two criteria equally: results and culture. Honesty and humility are equally important as intellect and ability, and each member of the team embraces the challenge of becoming a better human being, both personally and professionally, as part of the package. Superstars are those individuals that not only create value for the company but also genuinely embrace and live Evolution Hospitality’s unique culture.
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