Assists in managing the execution of all operations in the rooms area departments (eg,Front Office, Engineering/Maintenance, Housekeeping) and managing staff
Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department Monitors compliance with standards and procedures 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 Room Operations Team
Verifies 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
Verifies 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 Rooms Operations Function(s)
Assists in managing the execution of all operations in the rooms area departments (eg, Front Office, Engineering/Maintenance, Housekeeping)
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
Performs other duties, as assigned, to meet business needs
Managing and Monitoring Activities that Affect the Guest Experience
Understands the brands service culture
Provides excellent customer service by being readily available/approachable for all guests
Strives to continually improve guest and employee satisfaction
Takes proactive approaches when dealing with guest concerns
Extends professionalism and courtesy to guests at all times
Responds timely to customer service department request
Verifies that all team members meet or exceed all hospitality requirements
Managing Profitability
Assists in performing required annual Quality audit with General Manager (GM) & Regional Director (RD)
Verifies that 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
Strives to maximize the financial performance of the department
Conducting Human Resources Activities
Interviews and assists in making hiring decisions
Receives hiring recommendations from team supervisors
Verifies that orientations for new team members are thorough and completed in a timely fashion
Solicits employee feedback, utilizes an open door policy, and reviews employee satisfaction results to identify and address employee problems or concerns
Verifies property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process, where applicable
Celebrates successes and publicly recognizes the contributions of team members
