Responsibilities

• Ensure that Associates are meeting guest needs and appropriately responding to any guest concerns and escalating as appropriate.
• Create a best-in-class guest experience by engaging with guests, providing friendly courteous service, anticipating guest needs, increasing guest loyalty, and maintaining relationships.
• Coordinate activities with other departments to ensure that services are provided in an efficient and timely manner.
• Ensure financial goals of the department and the hotel are being met by managing labor costs, controlling expenses for supplies and equipment, and determining revenue-driving initiatives.
• Evaluate and recommend revenue driving initiatives and monitor revenue performance.
• Recommend and implement approved changes that could improve service and increase operational efficiency.
• Ability to serve as Manager on Duty.
• Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
• Must be able to maintain confidentiality of information.
• Perform other duties as requested by management, and
• Any and all other work as required to complete the primary purpose of the position.

Job Requirements and Qualifications

• At least 3 years of progressive experience in a hotel or a related field; or a 2-year college degree and 1 or more years of related experience; or a 4-year college degree and at least 1 year of related experience.
• Supervisory experience required.
• The ability to demonstrate exceptional Customer Service Skills.
• Must be proficient in Windows and Microsoft Office.
• Able to work weekends, holidays and long hours as sometimes required.
• Always maintain a warm and friendly demeanor.
• Must be able to effectively communicate both verbally and written, with all levels of team members and guests in an attentive, friendly, courteous and service oriented manner.
• Must be effective at listening to, understanding, and clarifying concerns raised by team members and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and team members in an attentive, friendly, courteous, and service-oriented manner.
• Attend all hotel required meetings and trainings.
• Advanced computer knowledge, including the Microsoft Suite of Word, Excel, PowerPoint Outlook, and Teams