Overview:
This position is responsible for managing all aspects of the front office areas, which may include, but are not limited to, guest registration, bell services, business center, telephone services, concierge services, and guest reservations, to ensure guest satisfaction and maximize hotel profitability. This position must also exhibit a high level of professional and personalized guest service that embodies the Company’s brand standard and core values (K.E.E.P. – Kindness, Engagement, Empathy and Positivity).
Responsibilities:
- Assist the Director of Hotels in all operational components of the hotels and ensure the smooth-running of day-to-day operations.
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Implement productivity and efficiency initiatives and ensure that team members are enrolled for training.
- Participate and contribute to hotel innovation projects to enhance guest experience and improve operational efficiencies.
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Update SOPs to align operational strategies with corporate guidelines.
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Mentor team members in product knowledge and delivery of service to maximize guest satisfaction.
- Review all guest feedback and address issues promptly in a professional manner.
- Conduct performance reviews and establish plans for reward, recognition, and discipline in collaboration with HR.
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Track guest satisfaction scores and investigate service lapses to maintain high standards of service to guests.
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Assist in tracking of maintenance plans and conduct internal checks to ensure that safety measures are operational and up to date.
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Collaborate with all stakeholders to maximize room occupancy and revenue.
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Contribute to effective cost management and resource planning.
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Be an excellent mentor and role model. Identify talent, help team members to develop skillsets and encourage continuous learning. Build a positive work environment to keep motivation levels high.
Qualifications:
To perform this job successfully, an individual must be able to perform the duties and responsibilities satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
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Possess strong leadership qualities, and able to motivate a team with diverse backgrounds. Strong communicator with excellent management skills.
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A team player with strong business acumen and solutions-oriented, good presentation skills, creative, resourceful and results driven.
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Proficient with Microsoft Office tools.
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Adaptable to a fast-paced and dynamic work environment.
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Excellent customer service and guest recovery skills.
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Ability to perform with accuracy and attention to detail.
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Demonstrate ability to use initiative and judgment in order to identify, analyze, and solve problems.
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Effective written and verbal communication skills essential as majority of work time is spent interacting with hotel guests and staff.
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Must be able to speak English.
- Professional appearance and demeanor.
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Ability to work in a fast-paced environment.
- Knowledge of the local area and attractions is a plus.
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Minimum age requirement is 21.
EDUCATION and/or EXPERIENCE:
Bachelor’s degree in Hotel Management or related field.
Minimum 3 years’ experience in a similar capacity in an integrated resort or established Hotel with more than 500 guest rooms.
MATHEMATICAL SKILLS:
Basic math skills.
Language Skills:
Must be able to speak and understand English.
PHYSICAL DEMANDS:
- Ability to move throughout the hotel (standing, walking, kneeling, and bending) for extended periods of time.
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Ability to sit for extended periods of time.
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Ability to express or exchange ideas verbally and perceive sound by ear.
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Ability to regularly move objects (lift, push, pull, balance, carry) up to 50 pounds.
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Constantly walking up to distances of 500 ft. during shift.
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Frequently stooping, reaching.
WORK ENVIRONMENT:
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Work performed indoors in a climate-controlled environment. There are occasional hot and cold temperature changes.
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While performing the duties of this job, the employee is regularly exposed to a smoke-filled environment.
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Work with others in close spaces.
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Moderate to high noise levels.
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Walk/stand on tile/mats/carpet/cement.
Benefits:
What we offer you:
Multiple benefit plans to suit your needs
Paid Time Off
401K
Opportunities for advancement
Positive and respectful work environment where diversity is valued
Generous employee discounts on dining, retail, amusements, and hotels
Community volunteer opportunities
Disclaimer: The above information is intended as a high-level overview of the responsibilities and qualifications for the position and does not represent the full job description which will include all responsibilities, skills, duties, requirements, and working conditions associated with the job. For more information or to see the full job description, contact the Human Resources department at the location in which you are applying.
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