General Manager

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"When you work in Hawaii, in addition to learning about the functional aspects of running a hotel — like the proper way to make a bed or how to best handle luggage — it’s critically important to understand Hawaiian culture and the spirit of ‘ohana, or ‘family.’ When opening the first Andaz property in Hawaii, our team participated in Hawaiian culture training to help us understand what ‘ohana truly means. "
Grounded in our Purpose to

“

care for People

so they can

be their Best,

”

a Hyatt General Manager

is responsible

for

bring

ing

this

Purpose to life through the execution and delivery of the Hyatt brand and brand experience

s

across all stakeholders: guests, colleagues, customers, owners

,

and communities.
With passion, care,

and

a strong

work ethic, Hyatt General Managers actively and consistently engage all stakeholders to listen, learn

,

and lead a diverse team focused on building brand loyalty and cultivating positive guest experience

s

.
This Position Overview is designed to

provide

transparency

into the role

and

encourage

development and career planning for those

pursuing

a career as a General Manager.
Hyatt General Man

a

ger

s

are

the

embodiment

of the Hyatt brand experience and culture as it relates to customers, guests, colleagues

,

and owners

.

Hyatt General Managers are accountable to:
O

versee the overall

strategy,

performance

and profitability of the property: ensuring that it is

operating

with excellence.
A

lign with Hyatt’s core values to

maximize revenue and profit opportunities

and

e

nsur

e

the efficient and effective management of the property asset

.
With integrity and in alignment with our Leader

ship

Expectations,

l

ead

a diverse team

t

o

build

the trust of others in all interactions and cultivate a positive

guest

and colleague

experience

.
Continuously find ways to improve all areas of the property and remain flexible in rapidly changing environments

.
Bring Hyatt’s values to life

for the benefit of colleagues, guests,

customers

and owners

by

demonstrating

excellence in all aspects of the guest experience and overall performance of the hotel

.
Operations& Business Acumen
Effectively manage owners’ assets with an on-going focus on maximizing returns and

identifying

the value proposition that Hyatt delivers as a management company

.
Develop, execute, and evolve a multi-year property level business strategy with focus on brand positioning.
Maintain and build a positive and effective relationship with the property ownership on behalf of Hyatt.
Understand and

utilize

data insights to inform strong business cases for decisions.
Understand property financials, including departmental P&Ls and

p

rovide

oversight of ongoing financial reporting, forecasting, and planning.
Challenge and improve current practices and environment to meet the quality

expectation

of guests and customers

.
Optimize the overall sales and revenue management strategy to capture growth and deliver long term profitability.
Maintain a pristine and well

-

maintained facility

to

preserve ownership’s asset value.
Lead the capital planning process and

utilization

of the owner’s capital to fund property improvements over time.
Embrace technology and digital initiatives to drive property performance and connectivity to guests and colleagues.
Ensure the safety of colleagues & guests.
Ensure property operations, guest service, and commercial offerings are aligned to the brand.
Practice and promote environmental sustainability.
Experiment to Improve
Balance the needs and support of the property’s leaders, colleagues, guests, customers, owners, and community reputation.
Adapt to a changing world and envision new possibilities for generating profitand revenue growth.
Exhibit sound judgement and decision making.
Use data in day-to-day problem solving to address underperformance, test ideas, learn and accurately measure impact.
Balance the efficiency of existing practices with the need to adapt

; focus energy to drive change in places where there will be a

meaningful

financial, operational, colleague, or customer experience impact
A

pproach challenges or new opportunities with a test and learn mindset.
Drive for Impact
Articulate a clear, consistent, and effective message when communicating with diverse audiences.
Execute a strategic vision through property leaders to drive daily tactics and execution.
Partner with the property’s leadership team to build accountability and achieve shared success.
Fix

systems and processes

that

aren’t

working well

quickly and

eliminate

barriers to delivering a seamless and caring experience to guests

,

members

, and

customers

.
Build a collaborative environment with cross-functional communication and engagement to drive the business forward

.
Plan and lead in a proactive way, even i

f situations are

ambiguous, stressful, or unexpected situations.
Develop Diverse

Talent
Execute Hyatt’s talent agenda and processes to

recruit, hire

, develop,

retain

, and motivate an inclusive and diverse workforce

.
Support colleagues in understanding their role as brand ambassadors so they can deliver authentic and caring service to customers and guests

.
Delegate skillfully

and allow others to develop alternative ways of accomplishing work

.
Coach, mentor

,

and develop future

leaders

for Hyatt

.
Find targeted development assignments for promising talent, including opportunities that cross functional boundaries.
Serve as a leader in the community by engaging and collaborating with local business partners while

maintaining

a positive brand reputation.
Build a diverse talent pipeline.
Measure and improve colleague engagement.
Champion

s

Hyatt’s

Purpose

&

Culture
Promote and role model Hyatt`s values (empathy, integrity, respect, inclusion, experimentation, and wellbeing).
Truly listen to others (both colleagues and guests), imagine their experience with empathy, and respond with compassion.
Cultivate an inclusive workplace rooted in fairness and respect where all colleagues feel valued for who they are and are encouraged to actively

participate

in their property’s culture and success.
Help colleagues and people leaders balance competing demands and prioritize

self care

so they can be their best selves.
Be open and honest and treat others with appreciation

.
Demonstrate open-mindedness and embrace different perspectives.
Maintain the highest level of ethical conduct as expected by all stakeholders.
Qualifications

Experienced General Manager with Luxury Operations and Commercial Services experience, preferred.
Overall operational experience of about 10 years or more strongly desirable.
Naturally driven to provide results for Guests, Team and Ownership. i.e. Business oriented, strongly desirable.
Experience developing creative programming with meaningful connections to the destination and people.
Strong work ethics of integrity and industriousness.
Relationship builder with a strong ability to make connections with guests, colleagues and community.
Ability to identify colleague talents to elevate performance and support career growth.
Desire to coach and mentor a team to ensure a consistent service culture.
Strong attention to details.
Efficient time management skills necessary.
Excellent Communication skillsand Leadership qualities required.
Comfortable working in a small property (14 rooms).
Education with degree in Hospitality / Hotel program or Management Traineeship preferred.
The salary range for this position is $160,000 to $225,000. Decisions regarding individual salaries will be made based on a number of factors, including experience and qualifications.
Miraval Berkshires Resort and Spa | Lenox ,

MA ,

US
Regional Office - EAME | Multiple Locations
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