General Manager - Hotel
Company: SpringHill Suites Cincinnati North/Forest Park
Location: Cincinnati
Posted on: August 7, 2022
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Job Description:
The General Manager oversees and directs all aspects of hotel
operations including, but not limited to, guest service,
housekeeping, property maintenance, asset protection, sales, food
and beverage, accounting/budgeting and human resources. The General
Manager creates and maintains guest -driven operations with a
vision that inspires hotel associates to do their best to
accomplish company goals. The General Manager oversees the quality
process to ensure guest satisfaction by consistent delivery of both
product quality and service while simultaneously controlling costs
and expenses to achieve the hotel's financial objectives.
Requirements:
-Effective written and verbal communication skills
-Self-starting personality with an even disposition
-Strong leadership and team building skills
-Willing to "pitch-in" and help associates when needed
-Knowledge of hotel operations, including marketing plans, security
and safety programs, personnel and labor relations, business plans,
repairs, maintenance, budget forecasting, quality assurance
programs, hospitality law and long-range planning
-Able to set priorities, plan, organize and delegate
-Ability to work effectively under time constraints and
deadlines
-Flexible schedule and attendance are crucial
-This position may require physical mobility including, but not
limited to, bending, carrying, climbing stairs, reaching or
squatting
Essential Job Functions:
Operational and Financial Management
-Perform administrative duties including reading and writing
reports and communicating with shareholders (associates, guests,
corporate office, local associations, etc.)
-Critically review reports of occupancy, revenue, etc. to
aggressively pursue revenue goals, effectively utilize yield
management and revenue maximization tools, and manage the annual
budget
-Effectively manage and control all operational expenses including
labor, overtime, supplies, etc. and seek and implement cost saving
strategies
-Supervise development of and revision to business plan, annual
budget, and monthly/annual forecasts
-Ensure brand standards are being maintained in each area of the
property
-Ensure a viable key control program is in place
-Maintains current licenses and permits as needed by local, state,
and federal agencies
-Oversees all finance and accounting functions of property
including, but not limited to, accounts payable, accounts
receivable, petty cash, payroll, ordering procedures, end of period
and banking procedures
-Review financial statements, sales and activity reports, and other
performance data to measure productivity and determine areas
needing cost reduction and program involvement
-Physically tour and visually inspect property on a daily basis and
maintain a high personal visibility throughout the property
-Monitor cost control, property condition, cleanliness and quality
of product and service throughout the property
-Gain and maintain excellent knowledge of local competition and
general industry trends
-Take the lead on any and all emergencies at the property and
handle appropriately
-Champion green/sustainability programs and assure ongoing
participation
-Ensure all equipment is in good working condition
-Ensure all company polices are being administered consistently and
standard operating procedures are being followed
-Attain budgeted New Operating Income (NOI) by achieving budgeted
goals in the following metrics:
-Revenue per Available Room (RPAR or RevPar)
-Market Share Index (MSI)
-Rooms Gross Profit (RGP)
-Brand Guest Service Satisfaction Index (GSS)
-Brand Quality Evaluation (QE/QA)
Managing the Associate Experience
-Stay readily available and approachable for all associates
-Always extend professionalism and courtesy to all associates
-Lead by example demonstrating self-confidence, energy, and
enthusiasm
-Set clear performance expectations for all associates
-Ensure proper staffing levels to exceed guest expectation
-Ensure all associates are trained on emergency and security
policies and procedures
-Assist and train department managers with constructive coaching
and counseling
-Interview, hire, supervise and counsel department managers in the
efficient operation of their respective areas
-Ensure onboarding and orientations for new associates are thorough
and completed in a timely fashion
-Meet with, develop and delegate improvement plans for operation
and review performance of management team
-Take a proactive approach when dealing with associate concerns and
address in a timely manner
-Appropriately handle all associate issues in conjunction with
Human Resources
-Ensure property hiring practices comply with I-9, ADA and EEO
requirements
-Motivate and encourage associates to solve guest and associate
related concerns
-Minimizing safety hazards by practicing safety and following all
safety rules and procedures
-Conduct daily meetings with department managers and associates to
review prior day's outcome and current goals
-Conduct weekly/monthly meetings with all associates to address
business concerns, protocol updates and other communications
-Lead and participate as a member of the team to move the team
toward common goals while fostering cohesion and collaboration
among associates
-Support associates with diverse abilities, styles, motivations,
and/or cultural perspectives; utilize differences to drive
innovation, engagement and business results
-Provide guidance and feedback to help associates and managers
develop and strengthen skills and abilities
-Analyze service and quality issues, identify training needs,
ensure implementation of training programs to optimize results
--- Managing the Guest Experience
-Ensure the safety and security of all guests by adhering to hotel
security policies and procedures particularly regarding key
controls and effectively reporting safety hazards and concerns
-Always extend professionalism and courtesy to guests
-Motivate and encourage associates to solve guest issues
-Provide excellent guest service
-Be readily available/approachable for all guests
-Take proactive approach when dealing with guest concerns
-Develop and sustain guest relations based on an understanding of
the guest needs and act consistent with company's guest service
standards
-Assist associates in understanding guests ever-changing needs and
expectations, and how to exceed them
-Ensure the property meets/exceeds company and brand standards
-Ensure good standing in the community by developing and
maintaining relationships with the Chamber of Commerce, Convention
and Visitors Bureaus, other hotels, local schools, local government
and other community and civic organizations
-Participate in community affairs and maintain positive public
image for property
-Meet with potential and current clients and promote property
--- Additional Duties
-Performs other additional and related duties as assigned
-Meet and exceed guest and associate expectations by providing
service and teamwork in a timely and efficient manner in accordance
with established company policies and procedures
Key Performance Indicators:
-Hotel Financial Performance
-Consistently meeting and/or exceeding budgeted Top-Line Revenue,
RevPAR, and GOP
-Brand Compliance/Performance
-Passing all Brand QA (Quality Assessments) and compliance
audits
-Guest Satisfaction
-Consistently meeting and/or exceeding guest satisfaction score
goals
-Associate Satisfaction
This job description excludes non-essential and marginal functions
of the position that are incidental to the performance of the
fundamental job duties. Specific examples in each section are not
intended to be all-inclusive. They represent the typical elements
and criteria necessary to perform the job successfully. Other
job-related duties may be assigned by management. This description
is subject to change at the sole discretion of the company and in
no way creates an employment contact, implied or otherwise.
Keywords: SpringHill Suites Cincinnati North/Forest Park, Cincinnati , General Manager - Hotel, Hospitality & Tourism , Cincinnati, Ohio
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