Responsible for assisting in successfully executing all operations in the hotel Operations departments (may include Front Office, Business Center, Food and Beverage/Culinary) and managing staff on the PM shift. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department.
Ensures that standards and procedures are being followed. Leads specific team while assisting with meeting or exceeding property goals.
- High school diploma or GED; 4 years experience in the guest services, front desk, housekeeping, or related professional area.
- 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years experience in the guest services, front desk, housekeeping, or related professional area.
- Ensures that goals are being translated to the team as they relate to guest tracking and productivity.
- Creates and nurtures a property environment that emphasizes motivation, empowerment, teamwork, continuous improvement and a passion for providing service.
- Understands employee and guest satisfaction results and developing game plans to attack need areas and expand on the strengths.
- Ensures that the team has the capabilities to meet expectations.
- Leads by example demonstrating self-confidence, energy and enthusiasm.
- Assists employees in understanding guests’ ever-changing needs and expectations, and exceeding them.
- Follows property specific second effort and recovery plan.
- Publishes all guest satisfaction results in a timely fashion including all guest satisfaction forms, comment cards and guest letters.
- Takes proactive approaches when dealing with employee concerns.
- Extends professionalism and courtesy to employees at all times.
- Communicates/updates all goals and results with employees.
- Assists/teaches the team scheduling against guest and hours/occupied room goals.
Managing and Monitoring Activities that Affect the Guest Experience
- Provides excellent customer service by being readily available/approachable for all guests.
- Takes proactive approaches when dealing with guest concerns.
- Extends professionalism and courtesy to guests at all times.
- Ensures all team members meet or exceed all hospitality requirements.
- Assists in performing required annual Quality audit with GM & RD.
- Reviews financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.
- Ensures orientations for new team members are thorough and completed in a timely fashion.