PURPOSE AND PERFORMANCE GOALS
Plan and manage the operations front office areas of the hotel to achieve customer (guests, employees, and owners) satisfaction and quality service in the General Managers absence.
Position is responsible for short and long-term planning and day-to-day operations of the operational and front office areas. The major areas of responsibility/management include: the front desk department, catering, housekeeping, maintenance, departments. Participates in hotel management as a member of the hotel executive committee.
ESSENTIAL DUTIES AND RESPONSIBILITIES
· Schedule, hire, train and monitor front desk employees.
· Work with sales department on rooming blocks, contracts and banquet event orders.
· Implement company programs and manage the operational departments to ensure an optimal level of quality service and hospitality are provided to the hotel customers.
· Resolve customer complaints; anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality.
· Manage the human resources in the department in order resolve problems, provide open communication vehicles, discipline and terminate, as appropriate.
· Implement emergency organization procedures and training to ensure appropriate protection for hotel guests, staff and company assets.
· Serve as hotel resource in other areas as necessary based on previous experience.
· Assumes the responsibilities of the General Manager in his/her absence.
· Perform special projects and other responsibilities as assigned. Participate in task forces and committees as requested.
· Maintain good working relationships and open lines of communication with all other departments.
· Must be available to work mornings, evenings and overnight shifts as needed on an on-call basis.
Indirect supervisory responsibility for all hourly employees that report to individual department directors. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Planning, assigning, and directing work, appraising performance, rewarding and disciplining employees, addressing complaints and resolving problems.
· Requires advanced knowledge of the principles and practices within the hospitality industry. This includes experiential knowledge required for management of people and complex problems.
· Ability to study, analyze and interpret complex activities and/or information in order to improve new practices or develop new approaches.
· Ability to make decisions with only general policies and procedures available for guidance.
· Supervisory/management skills.
· Must possess communication skills in terms of the ability to negotiate, convince, sell and influence professionals and/or hotel guests.
EDUCATION AND/OR EXPERIENCE
Four year college degree or equivalent education/experience. From two to three full years of full time employment in a related position with this hotel or other hotel companies.
Excellent speech communication skills are required to communicate both in person and via telephone with guests, associates and corporate contacts in a professional and extensive manner. Excellent literacy is required. Must be able to both assimilate and generate explicit and concise documents for publication within the hotel and management company environment.
Ability to calculate amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form. Must be able to use appropriate judgments as it pertains to supervisory duties.
CERTIFICATES, LICENSES, REGISTRATIONS – Driver’s License required
Lifting, pushing, pulling and carrying - must be able to accomplish any task required of associates within assigned departments. Bending/kneeling - must be able to accomplish any task required of associates within assigned departments.
Due to the seasonal nature of the hospitality industry, and the fact that the hotel provides guest services 24 hours a day, 7 days a week, any employee may be required to work rotating shifts, night shifts, and/or overtime.
- Associates are held accountable for all duties of job -