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General Manager - Hotel

Company: SpringHill Suites Cincinnati North/Forest Park
Location: Cincinnati
Posted on: August 7, 2022

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.


-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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