DUTIES & FUNCTIONS

• Provide day to day leadership to the Front Desk, Bell staff and Housekeeping staff to ensure that all departmental goals are met.
• Effectively schedules, monitors, and evaluates controllable expenditures to stay within the restraints of the established budget through: wage control, purchasing control systems and proper inventory levels.
• Assists in the development of the annual operating budget.
• Maintain, order and secure proper inventory to ensure staff members have all the tools and supplies for maximum productivity and guest satisfaction according to company standards.
• Maintains purchasing and inventory, receiving all items relating to telephones, internal physical items such as plants, business center, etc. according to policy.
• Accurately assesses, trains and develops staff members and/or locates sources to provide the tools necessary training.
• Ensure that all staff members are adhering to all safety and security procedures including entering of guest rooms (both staff member and guest request to open guest room doors), lost and found, master key protection, chemical usage, work space safety, reporting lost or damage hotel property, fire safety and reporting suspicious situations.
• Ensure that all employees meet the uniform standards at all times which includes clean uniforms, neat presentation, proper daily hygiene and use of name tags.
• Plan, organize, and monitor staff activities to ensure compliance with quality assurance standards set by hotel, which requires continuous visual inspection of guest rooms and public space areas including restaurants, lounges, meeting rooms, etc.
• Ensure proper usage of chemicals and cleaning supplies by monitoring usage, providing complete training for employees and ensuring proper labeling of hazardous supplies in accordance with hotel program.
• Evaluate condition of furniture, fixtures, décor, etc., make recommendations and assist in the coordinating of rehab projects.
• Ensures that guests receive excellent service by training, motivating and properly managing the team members.
• Ensures team members have current knowledge of hotel products, services, facilities, events, pricing, policies and knowledge of the local area and events.
• Oversees and supervises guest arrivals and departures with front office team and department managers.
• Provide high level of customer service, maintains a high profile in the day to day guest services operations and handles any guest complaints or contentious issues that cannot be settled directly by team members.
• Set goals and expectations for direct reports that align performance and rewards, addresses performance issues and holds staff accountable for successful results.
• Partner with Human Resources to manage the talent acquisition and retention strategy which includes forecasting talent needs, attracting, developing and supporting the right people.
• Manage and lead team according to established company policies and procedures.
• Take ownership of the department and be ready to step in and support employees as needed to ensure efficient operation.
• Conducts rooms division cost control inventories as required.
• Monitors and helps control energy consumption.
• Plans and coordinates all functions effectively.
• Perform duties, special assignments and projects as requested by management.
• Participate in Manager On Duty (MOD) coverage as applicable.

QUALIFICATION STANDARDS

General Requirements

• Ability to attend to guests, associates and management in an attentive, friendly, courteous and service oriented manner which requires strong customer service as well as written and oral communication skills.
• Maintain a warm and friendly demeanor at all times.
• Must be able to speak, read, write and communicate in English to adequately perform the duties of the job.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to multitask, delegate and prioritize to meet deadlines.
• Attend all hotel required meetings and trainings.
• Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
• Must be able to maintain confidentiality of information.
• Must be able to show initiative, including anticipating guest or operational needs.
• Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform/attire and nametag.
• Comply with company, hotel and brand standards and regulations to encourage safe and efficient hotel operations.
• Employee must be able to maintain standards of attendance and punctuality and must be able to work varying schedules that include evenings, weekends, holidays and extended hours as business dictates.

Education & Experience:

• High School diploma / GED or equivalent education/experience required.
• 5+ years of hotel rooms experience with at least 2 years of management experience required.
• Proficient computer skills including but not limited to Microsoft Word, PowerPoint, Excel and Outlook and use of Point of Sales Systems and other required systems.

Physical Requirements

• While performing the duties of this job, the employee is required to stand, walk, balance, reach, push, pull, lift, grasp, feel, talk, hear, see, smell, taste, climb in and out of vehicle and perform repetitive motions that require manual dexterity during and throughout their shift.
• This position requires the exertion of up to 50 pounds of force and lifting up to 50 pounds occasionally.
• The employee is required to have visual acuity to prepare and analyze data and figures, operate machinery, tools and vehicles, view computer terminals, determine accuracy, neatness and thoroughness of work quality, and make general observations of facilities.
• This position is primarily indoors and may subject the employee to high or cold temperatures from machinery and moderate noise level and require frequent use of computers, 10 key touch, copiers, facsimiles, keyboards, telephones and other devices like radios and headsets.