Position Summary The General Manager of the TownePlace Suites Fayetteville is the primary business leader of the property, with full accountability for all aspects of hotel operations, including guest satisfaction, associate engagement, financial performance, sales activity, brand compliance, and ownership returns. Reporting to the Director of Operations, this role leads the property management team, sets the cultural tone for the hotel, and ensures that day-to-day operations consistently reflect both Marriott brand standards and PAH Management's commitment to putting associates first.
This is a hands-on leadership role in a dynamic, lifestyle-oriented brand environment. The right candidate is operationally sharp, commercially aware, guest-obsessed, and able to develop and motivate a team that delivers results and keeps the Aloft energy alive.
What You'll Do The following is a representative list of duties and is not exhaustive. Other duties may be assigned.
Operations Leadership
- Tour operating departments daily, making real-time adjustments through department heads to maintain service quality, cleanliness, and operational efficiency.
- Inspect guest rooms weekly at minimum in conjunction with the Housekeeping Manager and Property Engineer; ensure standards are met and corrective action is taken promptly.
- Ensure the cleanliness, maintenance, and physical condition of the property through structured inspections and a proactive preventive maintenance program.
- Be present and visible in public areas during peak times; greet guests, support team members, and model the Marriott service culture firsthand.
- Ensure all scheduled property meetings occur, are purposefully facilitated, and drive accountability at every level.
- Participate in Manager on Duty (MOD) coverage as scheduled.
Financial Performance and Accountability
- Own the hotel's full financial performance, including revenue generation, expense management, and profitability against budget and forecast.
- Forecast the hotel's monthly financial position by estimating revenues and line-by-line expenses; produce accurate reforecasts based on current and projected data.
- Ensure all department heads maintain budgeted productivity levels and adhere to PAH Management's checkbook accounting procedures.
- Ensure complete daily processing of invoices through the accounts payable process; submit all required financial documents to the Corporate Office in accordance with the monthly accounting calendar.
- Maintain procedures for hotel safe security and conduct monthly safe audits as required.
- Meet all financial review dates and corporate-directed reporting requirements in a timely manner.
Sales, Revenue, and Market Presence
- Play an active and visible role in the hotel's sales efforts, including calling on top accounts, hosting clients, conducting site tours, and maintaining relationships with key on-property and community contacts.
- Partner with the Area Sales Manager and PAH corporate sales leadership to align property-level activity with portfolio revenue strategy and brand commercial objectives.
- Monitor revenue pace, competitive set performance, and market trends; implement strategies to grow market share and improve RevPAR index when penetration goals are not being met.
- Participate in the daily business review process; support prospecting, lead conversion, and group and transient booking activity.
- Develop networking opportunities through active participation in the local business community, local associations, and industry events.
Guest Satisfaction and Brand Standards
- Ensure the consistent implementation of brand service standards with the objective of meeting or exceeding guest expectations and improving brand rankings.
- Monitor guest satisfaction scores, online reviews, and brand quality assurance metrics on an ongoing basis; review feedback with the team and implement corrective actions where needed.
- Address guest concerns, complaints, and escalations with professionalism and urgency; ensure service recovery is handled consistently and completely.
- Complete required Marriott and PAH corporate training modules; maintain certification to facilitate brand training as required.
- Remain current on brand updates, new initiatives, and brand compliance requirements; ensure the property team is informed and aligned.
People Leadership and Associate Development
- Motivate, coach, counsel, and hold management personnel accountable in accordance with PAH Management's SOPs and progressive discipline procedures; ensure managers apply the same standards with their direct reports.
- Conduct weekly staff meetings and training sessions using PAH Management's approved training methods and materials; use sessions to drive both operational improvement and team engagement.
- Prepare and conduct all management interviews; follow PAH Management's hiring procedures and interview all final candidates for any management vacancy before any offer is extended.
- Develop managers for future advancement through on-the-job coaching, competency training, and participation in PAH and Marriott corporate development programs.
- Maintain direct oversight of management trainees; ensure training-in-service standards are being met in each department.
- Ensure all associates receive fair and equitable treatment consistent with PAH Management policies; maintain a positive, inclusive, and accountable workplace culture.
- Partner with the PAH Corporate Director of Human Resources on staffing, employee relations, and compliance matters as they arise at the property.
Safety, Security, and Compliance
- Ensure that safety and security standards are maintained throughout the property and that all associates receive required safety training.
- Ensure proper documentation and timely reporting of all guest and associate incidents or accidents; coordinate with HR and legal as required.
- Maintain compliance with all applicable federal, state, and local employment laws, brand standards, and PAH Management policies.
- Ensure the hotel maintains current licenses, permits, and certifications as required by state and local authorities.
What You Bring Required
- Minimum 4 years of progressive hotel operations experience, with at least 2 years in a General Manager, Assistant General Manager, or equivalent property leadership role; OR a 4-year degree in Hospitality Management or a related field with at least 3 years of hotel management experience; OR a 2-year degree in a related field with at least 5 years of progressive hotel management experience.
- Demonstrated track record of meeting or exceeding financial targets, including P&L ownership, budget management, and cost control in a hotel environment.
- Proven ability to lead, develop, and hold accountable a multi-department hotel team.
- Strong working knowledge of hotel sales processes, revenue management concepts, and market share metrics (ADR, RevPAR, RGI).
- Valid driver's license for your state of residence.
- Proficiency in Microsoft Office Suite; comfort with hotel PMS and reporting platforms.
- Clear, professional written and verbal communication skills; able to engage confidently with ownership, brand representatives, guests, and associates at all levels.
Preferred
- Prior General Manager experience at a Marriott-branded select-service property.
- Marriott certification or active familiarity with Marriott brand compliance, quality assurance processes, and performance platforms.
- Experience in the local market or comparable high-growth secondary market.
- Demonstrated success in improving guest satisfaction scores, brand QA results, or market share rankings.
- Experience managing in a PAH Management or comparable hotel management company structure with direct ownership reporting.
Technology and System Proficiency
- Property Management System (PMS): Opera, Fosse, or Marriott-equivalent PMS; ability to manage reservations, generate reports, and oversee front desk operations.
- Marriott Brand Platforms: familiarity with Marriott reporting and performance tools including CI/TY, One Yield or equivalent revenue management platform, and Marriott GM dashboard and QA tools.
- Revenue and Market Data: working knowledge of STR/CoStar competitive set reporting and how to read and act on RGI and market share trends.
- Microsoft Office Suite: Excel for financial tracking and reporting, Word for communications and documentation, Outlook for scheduling and correspondence, PowerPoint for ownership and leadership presentations.
- Hotel Sales CRM: familiarity with Delphi, CI/TY, or comparable sales management platforms used at the property level.
- Payroll and HR Systems: working knowledge of ADP Workforce Now or comparable hotel HRIS for scheduling, timekeeping, and employee data management.
Work Environment and Physical Requirements
- This position is based on-property at the TownePlace Suites in Fayetteville, AR. This is a fully on-site role.
- The hospitality business operates seven days a week, 24 hours a day. The General Manager must maintain a flexible schedule and be available to respond to property needs including evenings, weekends, and holidays as required by business conditions.
- Occasional travel to PAH Management corporate events, brand training, and property visits within the Arkansas area portfolio may be required.
- Moderate physical activity: ability to stand and walk for extended periods during property tours, floor coverage, and guest engagement; ability to lift up to 25 pounds occasionally.
- This position is subject to a pre-employment background check.
Compensation and Benefits Compensation: PAH Management offers a competitive base salary commensurate with experience, plus eligibility for quarterly performance bonus.
Benefits include:
- Medical, Dental, and Vision Insurance • Short-Term and Long-Term Disability • 401(k) Retirement Plan
- Term Life and AD&D Insurance • Employee Incentive Program • Voluntary Life Insurance (self, spouse, child) • Hotel Stay Perks (Marriott, Hilton, and other brands) • Accident, Critical Illness, Hospital Indemnity • Educational Reimbursement • Paid Time Off • Manager in Training Program (where applicable)
Why PAH PAH Management is dedicated to developing a culture that places associates first while becoming America's preferred hotel management company. As General Manager of the TownePlace Suites Fayetteville, you will lead one of the most exciting lifestyle brands in the Marriott portfolio in one of the fastest-growing markets in the South.
Equal Opportunity Employer Phoenix American Hospitality Management, LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by applicable law.
