Market Manager

As a Market Manager, you will be responsible for overseeing all operational facets within your assigned market to ensure exceptional care for our guests, clients, and staff, while strategically aligning your market with Wag Hotels' broader organizational goals.

Leadership & Development:

• Coach, guide, and set expectations for General Managers within your market.
• Evaluate General Managers' performance and provide ongoing feedback.
• Hold General Managers accountable for their roles and responsibilities.
• Work closely with Chief Care Officer and HR Generalist for ongoing development and leadership of the team.

Problem Recognition and Resolution:

• Proactively identify challenges within the market and partner with Chief Care Officer on effective solutions.
• Address problems thoughtfully and considerately.
• Take ownership and accountability for the overall success of the market.

Accountability for Market Success:

• Monitor key performance indicators and take corrective actions as necessary.
• Foster a culture of accountability and continuous improvement.

Goal Execution:

• Drive the implementation of company goals and initiatives within the market set forth by the Chief Care Officer.
• Collaborate with cross-functional teams to ensure alignment and successful execution.
• Adjust strategies as needed to meet or exceed targets.

Strategic Questioning & Process Improvements:

• Evaluate existing strategies and processes within the market.
• Make recommendations for improvements and implement changes to optimize processes.

Performance Measurement:

• Understand metrics to measure the success of market goals and initiatives.
• Regularly report insights to Chief Care Officer.
• Use data-driven approaches to assess performance and make informed decisions.

Responsibilities:

• Lead overall operational efforts to support Wag Hotels' growth and profitability goals, including managing labor and costs to meet P&L needs.
• Recruit, hire, and retain talent, fostering a culture of customer service, care, and safety, while evaluating and appraising staff, leading subordinates, and enforcing disciplinary procedures.
• Collaborate with the Executive team to develop and execute company policies, ensuring compliance and fostering a safe environment.
• Oversee client requests and escalated concerns, ensuring excellent customer satisfaction, and provide guidance to General Managers on urgent guest needs.
• Has a great deal of knowledge around expectations of the General Manager.
• Provides on-going coaching and mentoring to General Manager, and provides correctives as needed.
• Knows how to on-board a new General Manager.
• Understands the “GM Playbook”, its contents, and the processes and procedures within this documented guidebook.
• Ensures the General Manager provides on-going feedback to their management team, and set’s goals to achieve outstanding results in their hotel.
• Promotes a healthy work environment, and relationship with General Managers and their management teams.
• Fosters growth within the hotels, motivates and pushes General Managers to develop a “bench” of talent. Knows who the up-coming talent is, and ensures General Managers are cultivating training and development for those individuals.
• Does random audits of hotels to ensure hotel cleanliness is at the standard Wag requires.
• Works with Facilities team to understand scope of work needed to fix, repair or make other recommendations for improvements to equipment, foundation, heat & air, foundational concerns, roofing, or beyond.
• Ensures the General Manager is informing them on facility handyman needs, maintenance concerns, especially those affecting guest care or client experience.
• Helps to organize vendor relationships, scheduling and beyond with the General Manager.
• Understands the contracts of vendors, and partners with Facilities Director on costs, PM agreements, along with sequence of visits and beyond.
• Pushes their market to complete quarterly outreach initiatives and establish new partnerships, working with marketing on understanding customer needs and tour conversions.
• Ensure compliance with policies and procedures related to time and attendance, on-boarding, payroll accuracy, and safety audits, while providing coaching and mentoring to General Managers for their growth and development.
• Uphold high standards and execute on the Wag Hotels 5 Star Experience, while continuously monitoring and managing results and fostering growth within hotels.

Qualifications:

• High school diploma/GED required;
  Bachelor's degree preferred.
• 3+ years of general management and leadership experience.
• Excellent communication skills, both verbal and written.
• Proficiency in Microsoft Office and CRM systems.
• Strong analytical and problem-solving skills.