General Manager

Summary

Grounded in our Purpose to “care for People so they can be their Best,” a Hyatt General Manager is responsible for bringing this Purpose to life through the execution and delivery of the Hyatt brand and brand experiences 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 experiences.

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 Managers 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:

- Oversee the overall strategy, performance and profitability of the property: ensuring that it is operating with excellence.
- Align with Hyatt’s core values to maximize revenue and profit opportunities and ensure the efficient and effective management of the property asset.
- With integrity and in alignment with our Leadership Expectations, lead a diverse team to 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 provide 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.
- Understand luxury touchpoints with programing and services

**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 profit and 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
- Approach 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 if situations are ambiguous, stressful, or unexpected situations.
- Elevate colleague service delivery through clear direction and consistent accountability to maintain luxury service standards

**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.