Responsible for assisting in successfully executing all operations in the hotel Operations departments (may include Front Office, Business Center, Recreation/Health Club, Housekeeping, Food and Beverage/Culinary and Engineering/Maintenance) and managing staff
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
CANDIDATE PROFILE
Education and Experience
High school diploma or GED; 4 years experience in the guest services, front desk, housekeeping, or related professional area
OR
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
CORE WORK ACTIVITIES
Leading Operations Team
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
Managing Property Operations Function(s)
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
Meets semiannually with staff on a one-to-one basis
Assists/teaches the team scheduling against guest and hours/occupied room goals
Performs hourly job functions as needed
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
Responds timely to customer service department request
Ensures all team members meet or exceed all hospitality requirements
Managing Profitability
Assists in performing required annual Quality audit with GM & RD
Ensures a viable key control program is in place
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
Conducting Human Resources Activities
Interviews and assists in making hiring decisions
Receives hiring recommendations from team supervisors
Ensures orientations for new team members are thorough and completed in a timely fashion
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