GM Complex

Reports to: Vice President, Operations

Status: Exempt

Job Overview: The Complex General Manager is responsible for the leadership and operational oversight of multiple hotel properties ensuring alignment with Crescent Hotels & Resorts standards/Brand standards and ownership objectives. This role requires strategic leadership, operational excellence, and financial acumen.

Reports to: Vice President of Operations

Essential Job Functions

Strategic Leadership & Owner Relations

Serve as the primary liaison between the General Managers, Ownership, and Crescent Hotels & Resorts, maintaining open, transparent, and initiative-taking communication. Understand and align hotel operations with ownership's investment goals, delivering timely updates on performance, strategic plans, and key initiatives. Prepare and present comprehensive reports to owners, including financial performance, operational efficiencies, and capital improvement needs. Build trust and credibility with ownership by demonstrating a deep understanding of market dynamics, risk management, and long-term asset value enhancement. Conduct regular site visits to each property to assess performance, mentor leaders, and implement improvements.

Financial Performance

Critically analyze reports and budgets for each property identifying opportunities for revenue growth and cost savings. Monitor and ensure consistent achievement of financial targets for each hotel. Formulate complex financial and operational reports for internal and external stakeholders. Support in the properties in the development and execution of budgets and forecasts.

Talent Management:

Evaluate management performance, deliver coaching and counseling, and ensure adherence to company standards and HR policies, including the appropriate handling of associate relations and disciplinary actions. Interview, Hire and ensure required associate training is conducted. Guide and mentor General Managers, fostering leadership development and succession planning.

Communication & Relationship Building:

Maintain open lines of communication with General Managers, Corporate support teams, and the ownership group. Foster a culture of service excellence, clear communication, and collaboration across all levels of the organization.

Corporate Engagement & Brand Standards:

Represent the hotel at corporate meetings, sales trips, and participate in company committees as needed. Ensure alignment with brand standards, Crescent's operational policies, and company-wide initiatives.

Other Duties:

Comply with attendance standards and maintain regular availability, including weekends and holidays as needed. Perform other job-related duties and projects assigned.

Required Skills & Abilities:

• Minimum 8 years of progressive hotel leadership experience, including multi-property oversight.
• Ability to travel regularly to assigned properties.
• Possess strong relationship building skills with hotel ownership groups, demonstrating professionalism, transparency and responsiveness. Proven ability to communicate performance results, strategic initiatives and business plans effectively while balancing brand standards and ownership objectives.
• Strong financial acumen with experience in budgeting, forecasting, and P&L oversight.
• Knowledge of hotel operations, including marketing plans, security and safety programs, personnel and labor relations, preparation of business plans, repairs, maintenance, budget forecasting, quality assurance programs, hospitality law, and long-range planning.
• Ability to move throughout premises and visually inspect conditions including bending, stooping, and reaching arms overhead.
• Ability to work effectively under time constraints and deadlines.

Performance Standards:

Customer Satisfaction:

Our customers are what we are about. One of the keys to a positive guest experience is the positive interaction with Crescent staff. It is essential that you always remain professional, and that you treat all guests and associates with courtesy and respect, under all circumstances. Every Crescent associate is a guest relations ambassador, every working minute of every day.

Work Habits:

To maintain a positive guest and associate experience, your work habits should always meet and strive to exceed hotel standards for work procedures, dress, grooming, punctuality, and attendance. You should be adaptable to change in your work area and in hotel procedures with a willingness to learn new skills and/or improve existing ones, have the ability to solve routine problems that occur on the job and ask for help whenever you are not sure how to do something.

Safety & Security:

The safety and security of our guests and associates is of utmost importance to Crescent. Every Crescent associate should adhere to the hotel security policies and procedures, particularly regarding key controls, lifting heavy objects, using chemicals, and effectively reporting safety hazards and safety concerns.

Note:

This description excludes non-essential and marginal functions of the position that are incidental to the performance of the fundamental job duties. Furthermore, the specific examples in each section are not intended to be all-inclusive. Rather, they represent the typical elements and criteria considered necessary to perform the job successfully. The associate's supervisor may assign other job-related duties.

Furthermore, this description is subject to change, in the sole discretion of the Company, and in no way creates an employment contract, implied or otherwise; each associate remains, always, an "at will" associate.