Assist in leading, directing and managing all hotel operations including, but not limited to, hotel budgeting and forecasting, strategic planning, daily arrival list, service recovery and problem resolution while implementing and complying with all company policies and brand standards.

Serving as multi-department head while assisting in recruiting, hiring, supervising, training, assessing, evaluating, coaching and counseling, recognizing and rewarding operational departments.

Oversee service quality, operational efficiency, guest satisfaction, financial measurement productivity and efficiency gaps while implementing measures to correct those deficiencies.

Provides guidance and leadership ensuring consistent compliance with hotel policies, and quality of guest service while maximizing departmental profits.

Implement and manage hotel’s daily quality process including goal communication, associate improvement, and compliance with hotel standards of product and performance.

Work closely with the Hotel Manager, Ownership and other Executive Leaders in establishing and monitoring policies and guidelines in the day to day operation of the hotel to ensure profitability and consistency.

Direct, coach and manage colleagues to ensure all standards and operating procedures are adhered to and recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate.

Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Prepare written correspondence to guests as needed. Plan and implement detailed steps or problem resolutions by using experienced judgment.

Actively participate in room revenue and occupancy planning and execution and work closely with other departments on group room requirements. Ensure colleagues are knowledgeable of daily functions and group requirements. Maintain guest service satisfaction initiatives and ensure the standards of each are adhered to.

Prepare forecast expenses and actual results for the Rooms Division revenue and expenses. Review daily logs for significant incidents, and coordinate with department heads all enforcement of policy and/or improvements in service needed.

Plan, organize, chair, attend and/or participate in various hotel meetings.

Creating and sustaining a dynamic environment that fosters the development opportunities and motivates the high performance among the team members.

Monitoring day-to-day operations, ensuring the quality, standards and meeting the expectations of the guests on a daily basis

Ensuring effective development of specific goals and plans to prioritize, organize, and accomplish work

Resolving complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
Supervise staffing levels to ensure that guest service, operational needs and financial objectives are met

Making sure that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations recognizes performance, and produces desired results.

Understanding the impact of department’s operations on the overall property financial goals and objectives and
manages to achieve or exceed goals.

Enhancing service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed. Empower employees to provide excellent customer service. Observe
service behaviors of employees and provides feedback to individuals.

Collaborating with guests to obtain feedback on quality of product, service levels and overall satisfaction. Ensure employees understand customer service expectations and parameters.

Emphasizing guest satisfaction during all departmental meetings and focuses on continuous improvement

Implementing the customer recognition/service program, communicating and ensuring the process

Imparting training to staff and managing adherence to all credit policies and procedures to reduce bad debts and rebates

Managing same day selling procedures to maximize room revenue and control property occupancy

Directing daily Front Desk shift operations and ensures compliance with all policies, standards and procedures. Ensure property policies are administered fairly and consistently; disciplinary procedures and documentation are completed
according to Standard and Local Operating Procedures (SOPs and LSOPs).

Soliciting employee feedback, utilizes an “open door” policy and reviews employee satisfaction results to identify and
address employee problems or concerns.