Four Points Flex by Sheraton London Euston, 8-11 Upper Woburn Place, London, United Kingdom, United Kingdom, WC1H 0JW
Additional Information: This hotel is owned and operated by an independent franchisee, Splendid Holdings Ltd. The franchisee is a separate company and a separate employer from Marriott International, Inc. The franchisee solely controls all aspects of the hotel’s employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment. If you accept a position at this hotel you will be employed by a franchisee and not by Marriott International, Inc.
Functions as the primary strategic business leader of the property with responsibility for all aspects of the operation, including guest and employee satisfaction, human resources, financial performance, sales and revenue generation and delivering a return on investment to both Marriott International and property ownership.
Verifies implementation of service strategy and initiatives with the objective of meeting or exceeding guest expectations, increased profit and market share. Holds property leadership team accountable for strategy execution, and guides their individual professional development.
The position verifies that sales engines are leveraged and initiates independent and proactive sales activities, when appropriate, to generate demand. Verifies that the objectives and goals of Marriott and property owners work together to achieve brand positioning and success. Builds owner loyalty through proactive communication, setting and managing expectations and delivering solid business results.
The position is actively involved in the local community and builds strong relationships with local officials, businesses, and customers.
Business Strategy Development
Stays current with industry trends and monitors strengths and weakness of competition; explores new business opportunities; develops business plans designed to maximise property customer satisfaction, profitability, and market share; ensures property business plans are aligned with the hotel’s business strategies; translates Marriott global strategic plan into one that can be executed on property.
Business Strategy Execution
Executes business plans designed to maximise property customer satisfaction, profitability, and market share; ensures that property business plans and employees are aligned with business strategies; holds property leadership team 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.
Sales and Marketing
Works closely with Regional Sales team to develop revenue generating strategies for property; identifies new business leads, develops tailored sales approach, and actively pursues leads with Regional Sales team; validates that sales and marketing strategy is aligned with brand strategy and is effectively executed against established goals; verifies that property leadership team understand and leverage Marriott demand engines to full potential; augments guest preference for property through booking ease and quality interactions with sales force.
Talent Management and Organisational Capability
Creates a cohesive and high-performance property leadership team that continuously strives for positive results and improvement; coaches 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 maximise individual and overall property performance.
Business Analytics
Reviews business related data such as market share, financial performance, inventory, employee engagement, and customer satisfaction; analyses 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 Relations
Builds rapport with Hotel Operational and Regional team by fostering an environment of open communication and spending time with the team on the frontlines; manages review processes of the Operational Team with a view to develop and manage talent within the team. Works with the People Business Partner to maximise employee engagement and address employee relation matters that arise.
Revenue Management
Works with Regional Revenue Business Partner to develop effective pricing strategies, balancing seasonality, economy, customer segments, property objectives and customer satisfaction; established revenue strategy that supports the hotel’s positioning in local market; ensures demand forecasting and sound revenue practices are in place to maximize yield; identifies ways to grow occupancy, RevPAR, and market share by researching and staying aware of competitor strategies; controls labor and capital expenses.
Regional Team Relations
Builds strong rapport with property Regional Team through proactive and on-going communication; Regional Team informed of brand initiatives and guest experiences; provides an analysis of property performance, incorporating guest, financial and employee business data; manages an effective balance between the Company interests and Marriott brand interests and develops solutions that create value for both; develops and effectively promotes ideas for improving property service and profitability.
Customer and Public Relations Management
Interacts with guests and other customers on a frequent basis to obtain feedback about their experiences on property; utilises guest/customer feedback to recognise outstanding employee service performance and improve service delivery; emphasises 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; verifies that products, services, and events attain the appropriate publicity.
Company/Brand Policy, Procedures, and Standards Compliance
Verifies property compliance with legal, safety, operations, and Marriott brand product and service standards; conducts detailed walk-throughs to ensure building, public areas, kitchen, and grounds are well-maintained, safe, and meet or exceed guest expectations; validates that employees are appropriately trained and performing to standard.
Knowledge, skills and abilities
- Experience working as a General Manager for a limited service hotel
- Operational expertise in Front Office/Reception
- Leadership & vision – inspiring team, strategic thinking
- Financial acumen – budget management, financial analysis
- Guest focus – customer service excellence, personalised experience
- Marketing & sales – brand management, revenue management
- Adaptability & flexibility – agile, resilience
- Technology proficiency – tech savvy, data driven decisions
- Attention to detail – quality assurance, consistency
- Networking & relationship building – stakeholder engagement, guest loyalty analytical and problem-solving skill
- Salary between £80,000 to £90,000
- Participation in the company bonus scheme, details and targets to be agreed, at 20% of annual salary.
- 3% pension contribution, as per Company pension scheme terms and conditions
- Personal Medical Insurance for yourself
- 25 days holiday per annum, plus Bank Holidays
- Personal life cover at 3x annual salary
- Discounted accommodation and discounts in Company food and beverage outlets in accordance with policies and procedures
- Additional Benefits, as defined within, Handbooks, Communications and Polices
This company is an equal opportunity employer.
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