General Manager

Job Description

Job Description

Job Description

General Manager – Delta Hotels by Marriott

Position Title

General Manager

Brand

Delta Hotels by Marriott

Reports To

Regional Director / Vice President of Operations

Location

Delta Hotels by Marriott – 7800 S Kingery Hwy. Willowbrook, IL 60527

Position Overview

The General Manager (GM) is responsible for the successful overall leadership, operation, profitability, and guest satisfaction of the Delta Hotels by Marriott property. The GM ensures all departments operate efficiently while maintaining Delta Hotels by Marriott and Marriott International brand standards, delivering exceptional guest experiences, maximizing financial performance, and fostering a positive team culture.

The General Manager serves as the primary representative of the hotel to guests, associates, ownership, corporate leadership, vendors, and the local community.

Key Responsibilities

1. Executive Leadership & Strategic Direction

• Provide strategic leadership and direction for all hotel departments.
• Develop and implement business plans, operational strategies, and annual budgets.
• Ensure achievement of revenue, profitability, and guest satisfaction goals.
• Lead hotel leadership team meetings and departmental performance reviews.
• Promote a culture of accountability, teamwork, professionalism, and service excellence.
• Represent the hotel in ownership meetings, community functions, and Marriott corporate initiatives.

2. Hotel Operations Management

Front Office Operations

• Ensure efficient guest arrival and departure experiences.
• Maintain high guest service standards and professional front office operations.
• Resolve guest concerns promptly and professionally.

Housekeeping Operations

• Ensure all guestrooms and public areas meet Delta Hotels by Marriott cleanliness standards.
• Oversee room inspections, quality assurance, and inventory controls.

Food & Beverage Operations

• Oversee restaurant, lounge, banquet, catering, and room service operations.
• Ensure exceptional food quality, sanitation, and profitability.
• Collaborate with culinary teams to improve guest satisfaction and operational efficiency.

Engineering & Maintenance

• Oversee preventive maintenance programs and property improvement initiatives.
• Ensure all equipment, systems, and facilities are fully operational and safe.
• Coordinate renovations and capital expenditure projects.

Security & Safety

• Ensure compliance with all safety, health, fire, and emergency procedures.
• Maintain a safe environment for guests and associates.

3. Financial Management & Revenue Performance

• Develop and manage annual operating budgets and forecasts.
• Analyze financial statements, labor costs, and operational expenses.
• Maximize hotel profitability and operational efficiency.
• Collaborate with Revenue Management teams to optimize ADR, occupancy, and RevPAR.
• Approve purchasing decisions, contracts, and expenditures.
• Ensure accurate financial reporting and compliance with Marriott financial policies.

Key Financial Metrics

The General Manager is accountable for:

• Occupancy Percentage
• ADR (Average Daily Rate)
• RevPAR (Revenue Per Available Room)
• GOP (Gross Operating Profit)
• Labor Cost Percentage
• Guest Satisfaction Scores
• Food & Beverage Profitability

4. Guest Experience & Brand Standards

• Deliver exceptional guest experiences aligned with Delta Hotels by Marriott service culture.
• Monitor guest feedback, online reviews, and Marriott guest satisfaction surveys.
• Handle VIP guests and service recovery situations professionally.
• Ensure compliance with Marriott brand standards, quality assurance programs, and operational audits.
• Maintain high standards of cleanliness, appearance, and hospitality throughout the property.

5. Sales, Marketing & Business Development

• Support sales initiatives to maximize occupancy and revenue.
• Work closely with Sales & Marketing teams to increase corporate, group, and leisure business.
• Develop local partnerships and community engagement opportunities.
• Monitor market trends, competitor activities, and pricing strategies.
• Participate in revenue meetings and strategic business planning.

6. Human Resources & Team Leadership

• Recruit, train, mentor, and retain department leaders and associates.
• Foster employee engagement, diversity, teamwork, and professional development.
• Conduct performance evaluations and leadership coaching.
• Ensure compliance with labor laws, company policies, and Marriott HR standards.
• Promote a positive workplace culture focused on service excellence and accountability.

Leadership Expectations

The General Manager must:

• Lead by example
• Demonstrate professionalism and integrity
• Inspire operational excellence
• Build strong team relationships
• Drive continuous improvement initiatives

7. Brand Compliance & Marriott Standards

• Ensure full compliance with Delta Hotels by Marriott and Marriott International standards.
• Maintain successful audit and inspection results.
• Implement Marriott operational programs, promotions, and initiatives.
• Ensure all hotel operations align with Marriott brand expectations.

Qualifications & Experience

Experience

• Minimum 8–15 years of progressive hotel management experience.
• Minimum 3–5 years in a senior hotel leadership role such as Hotel Manager, Director of Operations, or General Manager.
• Marriott or Delta Hotels brand experience strongly preferred.
• Full-service hotel experience preferred.

Required Skills & Competencies

Leadership Skills

• Executive leadership and team development
• Strategic planning and decision-making
• Problem-solving and conflict resolution

Financial Skills

• Budgeting and forecasting
• Revenue management
• Financial analysis and cost control

Operational Skills

• Hotel operations expertise
• Quality assurance management
• Crisis and risk management

Communication Skills

• Strong verbal and written communication
• Guest relations expertise
• Negotiation and interpersonal skills

Technical Knowledge

• Marriott systems experience preferred (Opera, FOSSE, MARSHA)
• Revenue management systems
• Microsoft Office Suite
• Hotel accounting and reporting systems

Working Conditions

• Ability to work flexible schedules including weekends, holidays, and evenings.
• Fast-paced hospitality environment requiring multitasking and leadership under pressure.
• Ability to respond quickly and effectively during emergencies.

Performance Expectations

Performance will be measured by:

• Guest Satisfaction Scores
• Financial Performance
• Employee Engagement & Retention
• Brand Audit Results
• Revenue Growth
• Operational Efficiency

Benefits

• Accident, critical medical supplement insurance
• Dental Insurance
• Employee assistance program
• Employee hotel room discount
• Health insurance
• Health savings account
• Holiday pay
• Life insurance
• Long-term disability
• Paid time off
• Paid training
• Professional development assistance
• Vision insurance