Company: Kokomo Suites
Location: Ocean City
Posted on: November 20, 2022
REPORTS TO: Vice President of Operations or Regional Operations
SUPERVISES DIRECTLY: Property Executive Committee Members
SUPERVISES DIRECTLY OR INDIRECTLY: All property associates,
vendors, consultants, service providers
Benefits/Perks of Working With Us:
Upon joining Real Hospitality Group, associates are offered
competitive compensation, career growth opportunities, flexible
access to wages, holiday, sick and vacation pay, health, dental and
vision insurance, employer paid life, accidental death, and
dismemberment insurance, an employee assistance program, a 401k,
and many associate discount options.
Purpose for the Position:The General Manager will supervise the
overall operation, sales and marketing, and fiscal operations for
the hotel. Duties include but are not limited to, physical asset
management and upkeep, ensuring the highest standards of
sanitization and cleanliness are accounted for throughout the
hotel, budgeting; costs analysis; payroll and staffing guide
control and compliance; sales activities and booking policies;
yield management in manners that maximize the revenue generation
and resulting profits; motivating and retaining associates;
communications with management company and ownership and any other
duties required for the day-to-day management and oversight
consistent with the expectations for any first-class hotel
The General Manager Essential Responsibilities:Provides
professional and courteous service at all times.
-Provide the Revenue Management Department with information that
includes a market analysis of competitors' rates by market segment
for weekday and weekend, and a forecast of local market conditions
and special events that may impact occupancy and/or rate.
-Support sales efforts as directed by the Vice President and the
Corporate Sales staff.
-Ensure that sales, front office, and reservation staffs are kept
informed of rate structure and know how to implement yield
management policies and procedures. Train front desk staff to
successfully perform all front office operations, and revenue
management and central reservations procedures. Train front desk
staff to successfully perform selling techniques and procedures for
-Use assigned franchise revenue management system (i.e. MARSHA,
OnQ, Opera, IHOTELIER, MARC) to achieve maximum revenue.
- Be able to produce the annual budget by forecasting changes in
operating expenses and labor cost.
-Use business forecasts to manage costs by scheduling labor in
accordance with staffing guidelines, control other expenses in
accordance with business demand levels, and control utility
expenses in accordance with energy management and building
-Based on forecasted monthly revenue, adjust controllable expenses
to maintain profit margins and achieve planned monthly GOP and NOI
(EBIDTA). Explain the causes for budget variances of controllable
expenses, take corrective action to avoid future occurrences and
adjust spending to eliminate variances.
-Protect the Company's financial assets by properly administering
company policies and procedures for handling cash, credit card,
accounts payable, accounts receivable, payroll and all other
financial transactions. Also, properly administer company policies
and procedures for protecting the safety of guests and
-Receive satisfactory scores for internal audits and take action to
correct any deficiencies.
-Execute company policies and procedures for purchasing.
-Train staff to successfully perform guest service procedures in
accordance with company standards (e.g., greeting, scripts,
pre-assignment of rooms, etc.).
-Train staff to successfully perform all functions for guest
service and for handling upset guest who are dissatisfied with the
products and services they received. Directly handle difficult
situations involving upset guests. Attempt to resolve all issues of
poor guest service before guests leave the property. Directly
respond to guest complaint letters and comment cards in accordance
with company standards.
-Manage the 100% guarantee process (if applicable) in accordance
with standards and eliminate service issues that result in repeated
invocations of the guarantee.
-Manage the franchise frequent guest program (guest rewards
program) in accordance with franchise/company policies and
-Receive satisfactory scores from franchise or independent
satisfaction surveys, (OSAT, GSS, GEI, SALT, Medallia) and RHG's
mystery shopper program, and take action to correct any
-Recruit, select, train, motivate and manage associates to deliver
guest services and quality products that will lead to achieving
goals for revenue and profit.
-Properly administer company policies and procedures for human
resources management, payroll administration, personnel
transactions, and fair treatment of associates. Conduct wage
surveys to provide input to annual budget and to ensure that the
hotel is offering competitive wages.
-When assigned potential management candidates and trainees, train
and develop these candidates in accordance with Human Resources
programs and guidelines.
-Provide leadership by conducting business in a professional manner
and in accordance with all company policies including standards of
conduct, business ethics and conflicts of interest.
-Receive satisfactory scores for associate satisfaction surveys and
take corrective action to correct any deficiencies. Maintain
acceptable levels of associate turnover.
-Ensure a satisfactory guest experience and protect the Company's
physical assets by maintaining the physical condition of the hotel
in accordance with established quality control standards.
-Provide input to the annual capital budget (CAPEX), then manage
the implementation within company guidelines and fiscal parameters
of owner approved plan and budget. All CAPEX plans must consider
franchise standard compliance, safety and security for guests and
associates, projects providing profitable returns on
-Manage the preventative maintenance and quick fix programs in
accordance with company standards.
-Receive satisfactory scores for product quality as measured by
franchise or independent inspection results and mystery shopper
program and take action to correct any deficiencies.
Keywords: Kokomo Suites, Hampton , General Manager, Executive , Ocean City, Virginia
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