Address
Form of work
SalarySalary Range $100,000-$130,000 + Bonus
Relocation Assistance Available
Education and Experience
- 4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major; 2 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area. Master's course work in related fields preferred.
CORE WORK ACTIVITIES
Managing Profitability
- Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer.
- Analyzes service issues and identifies trends.
- Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.
- Works with hotel management team to develop an operational strategy that is aligned with the brand’s business strategy and leads its execution.
- Is a leading advocate of Sales and Marketing efforts.
Managing Revenue Goals
- Monitors hotel operations sales performance against budget.
- Reviews reports and financial statements to determine hotel operations performance against budget.
- Coaches and supports operations team to effectively manage occupancy & rate, wages and controllable expenses.
- Reviews the Wage Progress Report and compares budgeted wages to actual wages, coaching direct reports to address problem areas and holding team accountable for results.
- Strong F&B analysis and program development preferred.
Leading Operations and Department Teams
- Champions the brand’s service vision for product and service delivery and ensures alignment amongst the hotel leadership teams.
- Develops systems to enable employees to understand guest satisfaction results.
- Communicates a clear and consistent message regarding departmental goals to produce desired results.
Managing the Guest Experience
- Reviews guest feedback with leadership team and ensures appropriate corrective action is taken.
- Responds to and handles guest problems and complaints.
- Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
- Creates an atmosphere in all Rooms and Food and Beverage areas that meets or exceeds guest expectations.
- Analysis of Guest Feedback to constantly improve necessary.
Managing and Conducting Human Resources Activities
- Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.
- Ensures employees are treated fairly and equitably.
- Ensures that regular, ongoing communication is happening in Operations (e.g., pre-shift briefings, staff meetings).
- Fosters employee commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and employees.
- Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results.
- Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance.
- Solicits employee feedback, utilizes an “open door policy” and reviews employee satisfaction results to identify and address employee problems or concerns.
- Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process.
- Conducts annual performance appraisal with direct reports according to Standard Operating Procedures.
- Champions change, ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary.
- Union experience preferred.
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