SUMMARY: Responsible for generating profit to meet or exceed budget expectations, while maintaining operational and guest services standards as defined by Hotel Services Group (HSG).
ESSENTIAL FUNCTIONS
Please note that the essential functions listed under each heading may apply to more than one heading. They are provided only as aids to break up the functions of this position for easy reference.
SERVICE
- Ensure that HSG Operating Values are embraced and practiced by all team members, including oneself
- Acknowledge every encountered guest with appropriate gesture (i.e. nod), smile and courtesy
- Ensure team member attitude of attentiveness and anticipation of guest needs.
- Ensure proper delivery of guest special requests.
- Meet with and solicit comments from guests on a regular basis to determine their level of satisfaction with guest services and facilities.
- Monitor guest compliments and complaints and ensure corrective action is taken to consistently achieve complete guest satisfaction. Respond and follow up on all written guest compliments and complaints.
- Inspect rooms according to quality standards for cleanliness and proper preventative maintenance.
- Develop and maintain hotel programs to assure that quality program criteria are met.
- Ensure a viable key control program is in place in all hotel departments, with documentation.
- Ensure that the hotel’s preventative maintenance program is functioning and effective.
- Ensure the security needs of the property and guests are met.
BUSINESS/FINANCIAL
- Manage all administrative aspects of the hotel operation.
- Develop, administer and control the hotel revenue and expense budgets.
- Analyze Profit & Loss and General Ledger statements. Submit P&L Variance Reports in a timely manner.
- Review and approve the hotel payroll.
- Review and approve transmittals and other front office paperwork and reports.
- Authorize direct bill accounts and monitor the administration of Accounts Receivable.
- Review room inventory management to ensure maximization of room revenue.
- Ensure proper administration of benefits programs to all hotel team members.
- Complete and submit all forms for capital improvement for the hotel.
- Ensure team members follow appropriate cash control procedures.
- Possess a working knowledge of Microsoft Excel for financial and other reporting requirements
- Must be able to spend extended periods of work standing
- Must be able sit, stand, bend, squat, reach and walk
- Possess reliable transportation
DEVELOPMENT
- Coach and train all members of the hotel team on their role in the sales process.
- Oversee the effective hiring, training and development, motivating, counseling, and performance reviews of staff to ensure the achievement of hotel service and quality standards
- Review all hourly team member disciplinary procedures and documentation. Follow progressive discipline steps, up to and including termination, to correct team member performance deficiencies.
- Ensure all team members are trained to act according to procedure, in the event of an emergency or accident at the hotel.
- Respond to requests from immediate supervisor. Follow-up with immediate supervisor on a regular basis.
- Successfully complete the General Manager’s training program
LEADERSHIP
- Consistently demonstrate professional appearance and behavior that is positive and consistent with the expectations of the ownership and Hotel Services Group (HSG)
- Create a hotel and business environment that is positive, team-oriented, rewards good performance, collaborative, goal-oriented and that develops the talents of others.
- Strong ability to lead by example
- Communicate effectively with all hotel guests and employees
- Able and willing to work weekends and holidays, any time of day, as determined by business needs and leadership needs.
- Review all hourly personnel performance appraisals. Conduct all management performance appraisals.
- Conduct regular team and sales meetings.
- Be available via telephone 24/7 to assist the hotel with a variety of issues and challenges that occur, notwithstanding going to the hotel to resolve an issue whenever appropriate and necessary.
- Work seamlessly with other hotel departments to ensure synergetic guest services and operational efficiency
- Manage hotel inventories, develop and execute strategies that are consistent with occupancy demands and daily rate objectives
SALES & MARKETING
- Maintain a current understanding of surrounding area, events and demand drivers.
- Facilitate lead management processes within the hotel and provide sales support to team.
- Oversee tracking of leads and results, follow up with Director of Sales (DOS) to ensure leads are actively managed and followed up on.
- Maintain relationships with target accounts. Sustain pieces of business that are core business. Retain and service that business.
- Take ownership of sales when the DOS isn’t available.
- Assist DOS in joint calls on accounts.
- Maintain an active and visible position in the local community and industry.
- Develop and maintain rapport with competitive hotels: City Convention and Visitors Bureau, Chamber of Commerce, lead sources, clients, etc.
- Participate in community activities, team member functions and guest events.
- Ensure team member attitude of attentiveness and anticipation of guest needs.
- Ensure proper delivery of guest special requests.
- Meet with and solicit comments from guests on a regular basis to determine their level of satisfaction with guest services and facilities.
- Ensure the security needs of the property and guests are met.
Required experience:
Job Type: Full-time
Pay: $80,168.40 - $83,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Employee discount
- Health insurance
- Paid time off
- Retirement plan
Education:
Experience:
- Hotel management: 1 year (Preferred)
- Hospitality: 1 year (Preferred)
Work Location: In person
