General Manager - Courtyard by Marriott Melaka

HOTEL DESCRIPTION Courtyard by Marriott Melaka is located in the heart of the historic city of Melaka, just minutes from key attractions including Jonker Street, A Famosa, Stadthuys, and St. Peter’s Church. The hotel features 286 guestrooms and suites, along with a range of facilities including an infinity swimming pool, fitness centre, Courtyard Café, 1939 Lounge, and versatile meeting and event spaces. It offers a modern stay experience for both business and leisure travellers. JOB SUMMARY Functions as the primary strategic business leader of the property with responsibility for all aspects of the operation, including: managing general property performance, managing and sustaining sales and marketing strategy, managing profitability, managing revenue generation, and delivering a return on investment to both Marriott International and ownership. Leads the team in the development and implementation of property-wide strategies. Acts as a steward and key leader for reinforcing culture. Supports the implementation of the brand service strategy and brand initiatives with the objective of meeting or exceeding guest expectations and developing strong associate teams. Builds relationships with key customers and is a key leader in the sales process. Build relationship with ownership or asset manager. CANDIDATE PROFILE The ideal candidate for this role would have General Manager experience in Malaysia, local language proficiency, with a strong track record in driving operational performance, associate engagement, and guest satisfaction. Education and Experience • 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 6 years mixed management experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area. OR • 4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major; 4 years mixed management experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area. CORE WORK ACTIVITIES Managing Property Operations and Department Budgets • Ensure service programs are in place and executed against (e.g., Refreshing Service). • Provide timely, real-time feedback to management and hourly/non-management associates on service and operational standards; including feedback on even the smallest of service and operational details. • Review and follow-up on property Guest Service Satisfaction (GSS) scores and comments. • Create and support clear lines of responsibility for management team, including coverage and oversight throughout the day. • Walk the property to ensure public spaces, grounds, work and kitchen areas meet sanitation and cleanliness/maintenance standards. • Inspect guest rooms on a weekly basis to ensure cleanliness/maintenance. • Manage the flow of labor between departments to support effective management of Labor Budget and achievement of profitability goals. • Act as a project manager for the execution of capital improvements (e.g., renovations, reinventions, refreshes, signage, etc.). • Delegate responsibilities for operations and projects to appropriate level of associate. • Prepare for Quality Assurance (QA) audits (i.e., daily and pre-visit activities). • Encourage all departments to operate under Standard Operating Procedures (SOP) or Local SOPs (LSOP) and make sure they are up to date. • Actively participate in GSS committee. • Follow and adapt Standard Operating Procedures in all areas of responsibility according with local laws. • Maintain accountability for results for each one of the team members. • Engage management and associates to deliver the best service in all interactions with guest, customers, etc. Managing and Sustaining Sales and Marketing Strategy • Manage relationships with decision makers at top accounts. • Interact with in-house guests to prospect for new sources of business. • Work with Market Sales to establish property sales strategy, extended stay occupancy (ESOcc) targets, sales goals, and action plans. • Understand and leverage sales and marketing advantages over competitor properties within market. • Coach and reinforce associate selling strategies that take advantage of property amenities. • Work with the Regional Sales office (RSO) to implement sales strategy for the property (e.g., goal setting, setting rates, Occ, etc.). • Develop innovative means for capturing new streams of revenue through property amenities. • Ensure direct sales staff fully utilizes e-tools (e.g., e-proposals, e-mail signatures), as appropriate. • Participate in and host customer recognition events to drive sales. • Monitor sales strategy with RSO to ensure ongoing effectiveness and compliance. • Participate in the property sales review (PSR). • Identify key revenue generating stakeholders and customers and communicate information to sales offices. • Collaborate with Regional Marketing and eCommerce Managers to develop and/or sustain marketing and eCommerce strategies for the hotel. • Actively participate in sales calls and sales visits to generate demand for the property and build relationships with potential customers. • Participate and encourage leaders to participate in sales events, local and international promotions. • Help and direct all efforts to contribute to increase sales in the Marriott portfolio. • Follow up appropriately and in a timely manner to answer guest and customer questions. • Actively identifies ‘local talent’ to grow Company in new markets. • Engages with the community to build strong relationships with neighbors. • Champions and leads BLT process. • Acts as an Ambassador for the Company within the community. Managing Profitability • Measure, analyze, and communicate property performance using a variety of financial/non-financial data including controllable costs, sales re…