Overall operations support for all leadership team, management, supervisors and line level associates. This role is responsible for ensuring profitability, one-degree service standards, sustainability, and training/staff development. This role must present an outstanding professional image of Hotel Rose, AHC Hospitality and the ownership group to the surrounding community.
KNOWLEDGE REQUIRED
- Understand the mission and vision for Hotel Rose, AHC Hospitality, and ownership.
- Extensive knowledge of all hotel department operations, with an emphasis in Food & Beverage.
- Prior F&B experience, including restaurant General Management or Director of F&B preferred.
- Strong understanding of all hotel operations and services preferred.
- Advanced guest service and interpersonal skills. Previous management/leadership experience.
- Knowledge of problem-solving tools and techniques for guest and associate issues.
- Ability to creatively execute against the strategy and drive results; can originate and invent new ways to create a unique guest experience and maximize revenues.
- Strong organizational skills.
- Ability to effectively manage labor costs and overall productivity.
- Ability to lead an opening team and develop a welcoming culture that translates to both guests and associates alike.
- Strong communication skills including the ability to deal effectively with vastly diverse staff.
- Comprehensive understanding of leadership skills and has the ability to apply them.
- Financial management skills e.g., ability to analyze P&L statements, develop operating budgets, forecasting and capital expenditure planning and revenue management.
- Ability to use strategic planning and product positioning skills to grow all areas of business.
- Good negotiation skills.
- Ability to use standard software applications and hotel systems.
- Previous experience managing multiple revenue generating outlets is preferred.
- Able to innovate, adapt, and flex to the current economic landscape and recommend corporate initiatives.
- Up to date with current hospitality trends and initiatives locally and nationally.
- Previous experience with social media management in a professional environment is preferred.
- Highly knowledgeable of hospitality programming software, including room management, reservations, and purchasing systems.
- Advanced food & beverage knowledge with an emphasis on bourbon/rye/whiskey is preferred.
ESSENTIAL DUTIES/RESPONSIBILITIES
- Directly responsible for overseeing the day-to-day operations for all hotel departments.
- Manages all hotel operations with efficient cost spending and maximum profitability through proficient management of staff, internal controls, administration of company policies and procedures, and excellent guest service.
- Sets expectation and holds management team accountable for implementing the hotel strategy and the Hotel Rose brand initiatives.
- Will perform all cash handling with no errors and following policies set by the hotel and AHC Hospitality accounting departments.
- Provide a safe working environment by ensuring compliance with safety programs and job safety analysis. Be knowledgeable about all emergency plans and know how to act upon them.
- Focuses team on delivering services and products to exceed guest expectations, create customer loyalty and grow market share.
- Highly visible and interfaces with guests on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction. Is in the guest areas during high traffic times to ensure smooth and efficient hotel operations.
- Continued engagement on hotel social channels to ensure that Hotel Rose is being received in the highest regard by the community.
- Creates a synergistic team and business environment that consistently delivers positive results and continuously strives to improve these results.
- Creates and sustains a work environment that embraces AHC Hospitality and ownership cultures, ensures fair and equitable treatment and associate satisfaction to enable business success.
- Leads by example: Provides a high-quality service and anticipatory hospitality towards all customers.
- Communicates with each department leader on a daily basis.
- Administers weekly/monthly department & leadership meetings and will attend AHC Hospitality management meetings bi-annually.
- Train and develop associates to the highest possible extent. Ensure daily training is provided for technical, hospitality, communication, management, and organizational skills.
- Observes service behaviors/processes of associates and provides feedback to individuals and/or supervisors.
- Understanding of the purchasing system (Birchstreet) and inventory controls/process within all departments and purchasing team. Work on solid relationship with all vendors and always ensure we are getting best products and service from each of our vendors.
- Controls costs effectively to meet budget guidelines. Has a control system in place for all controllable costs and hours worked.
- Review weekly overtime report and discuss with department manager/leader to control/eliminate.
- Ensures that recognition programs for associates are in place and working properly.
- Initiates additional projects/initiatives to improve existing procedures and guest satisfaction.
- Resolves system problems and can operate the system manually. Can lead the staff through down times/challenging times.
- Have plans and actions in place to meet goals and mission of the company and the hotel.
- Reviews and helps respond to all comment cards, online comment channels, and guest satisfaction results and other data to identify areas of improvement.
- Conducts routine quality audits, and create action plans to rectify gaps in service.
- Be well groomed and conform to the hotel’s dress code.
- Be informed about daily operations and events.
- Be highly visible during extraordinary events.
- Be familiar with sales and marketing strategies. Post on social media routinely.
- Develop a thorough knowledge about all properties in AHC Hospitality portfolio.
- Knowledge and compliance of all AHC Hospitality and ownership group operating and specific requirements.
- Knowledge of all frequent guests and be familiar with their special requests. Ensure that their needs are met.
- Be familiar with cultural differences and learn/know correct behavior for each culture. Also know the different protocols and etiquette.
- Familiar with local/state health codes/be involved with health inspections.
- ServSafe certification.
- Ensures awareness and compliance with all company safety and security policies and procedures. Ensures guest and associate safety by proper training and maintenance of equipment and work area.
- Report any unusual occurrences immediately to the Regional AHC Representatives.
- Identifies legal requirements and government reporting regulations affecting human resources functions and ensures policies, procedures and reporting comply.
- Recruits, interviews, tests and selects associates to fill vacant positions.
- Plans and conducts new associate orientation to foster positive attitude toward company goals.
- Keeps a record of benefits plans participations such as insurance and pension plan, personnel transactions such as hires, promotions, transfers, performance reviews, and terminations and associate statistics for government reporting in hand with loss prevention team.
- Coordinates management training in interviewing, hiring, terminations, promotions, performance review, safety and sexual harassment.
- Advises management in appropriate resolution of associate relations issues.
- Responds to inquiries regarding policies, procedures and programs.
- Administers performance review program to ensure effectiveness, compliance and equity within the organization.
- Prepares associate separation notices and related documentation and conducts exit interviews to determine reasons behind separations.
- Prepares reports and recommends procedures to reduce absenteeism and turnover.
- Performs additional duties as assigned.
- Sets expectations and holds leadership team accountable for demonstrating desired one-degree service behaviors.
- Establishes challenging, realistic and obtainable goals to guide operation and performance.
- Monitors the department’s actual and projected sales to ensure revenue goals are met or exceeded and opportunities are identified and addressed.
- Stays aware of market trends and introduces new products to meet or exceed customer expectations, create more efficient processes, and generate increased revenue and ensure a competitive position in the market.
- Reviews findings from comment cards and guest satisfaction results with leadership team and ensures appropriate corrective action is taken.
- Provides guidance and direction to subordinates, including setting performance standards and monitoring performance with regular coaching sessions.
- Conduct regular walk-throughs for maintenance in outlets to continuously maintain or improve the physical properties.
- Educate staff and leaders daily on VIPs and community leaders the outlets and meeting/greeting them at some point during their visit.
- Ability to work a flexible schedule based on the needs of the operation to include second shifts, nights, weekends and holidays.
EDUCATION OR CERTIFICATION
- Bachelor’s Degree preferred and minimum 5 years of leadership/management experience in hospitality.
- Minimum two years Restaurant GM/Director of F&B related experience and/or training; or equivalent combination of education and experience
Job Type: Full-time
Pay: From $85,000.00 per year
Benefits:
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Paid training
- Vision insurance
Shift:
- 10 hour shift
- 12 hour shift
- 8 hour shift
- Day shift
- Evening shift
- Morning shift
Ability to Commute:
- Rockford, MI 49341 (Required)
Ability to Relocate:
- Rockford, MI 49341: Relocate before starting work (Required)
Work Location: In person
