Reports to: VP of Operations
Functions as the operational leader of a new construction private hotel project managed by Mainsail Lodging & Development. The hotel will be a custom non-flag private, 160 room, upscale full service hotel with 3 food and beverage outlets. The target start date for this position is April 2019. Hotel is projected to soft open in Q1 of 2020.
The Innovation Hotel is being developed by Arthrex, Inc. for use by its guests and affiliates to support the continuing education process when visiting the Arthrex campus in Naples. The successful candidate will understand the specific needs of the Arthrex guest in order to support the ongoing and unique medical education initiatives of the company.
Functions as the operational leader of the hotel with responsibilities including guest and employee satisfaction, human resources, financial performance, sales and revenue generation and delivering a return on investment to both management company and property ownership. Ensures implementation of the Mainsail and Arthrex service strategy and initiatives with the objective of meeting or exceeding guest expectations. Holds departmental team accountable for strategy execution, and guides their individual professional development. This position is actively involved in the local community and builds strong relationships with businesses and customers. Uniquely represents both the Arthrex and Mainsail brand values in all leadership actions.
Education and Experience
JOB SPECIFIC TASKS
Business Strategy Development
Stays current with industry trends and monitors strengths and weaknesses 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 Mainsail business strategies; translates corporate strategic plan into one that can be executed on property.
Business Strategy Execution
Executes business plans designed to maximize property customer satisfaction, profitability, and occupancy; ensures that property business plans and employees are aligned with the core values and service focus of Mainsail and Arthrex; holds departmental teams 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.
Talent Management and Organizational Capacity
Creates a cohesive and high performance management team that continuously strives for positive results and improvement; coaches department managers 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.
Serves as a passionate brand advocate and ensures that the intent of the Innovation Hotel and Arthrex brands are pulled through in the guest experience; communicates a clear and consistent message regarding property and company goals to employees, property leadership team, and owners; serves as a role model by demonstrating exceptional work ethic and service delivery for all employees on property; champions change; inspires and motivates team to achieve operational excellence; represents brand values in all leadership actions.
Business Information Analysis
Reviews business related data such as market activity, 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
Ensures 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; 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. Understands and ensures compliance with local labor laws.
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; ensures that products, services, and events attain the appropriate publicity.
Company Policy, Procedures, and Standards Compliance
Ensures property compliance with legal, safety, operations, labor, and Arthrex operating 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; ensures employees are appropriately trained and performing to standard.
March 18, 2019