* Provide the highest quality of service to the customer at all times and ensure associates do the same. * Able to run the Perfect Shift, using checklists and/or calendars for success. * Manage and coordinate the activities of hotel staff. * Able to carry out supervisory duties for any department under the Operations Manager (i.e. Front Desk, F&B, Housekeeping, etc.) * Interpret company policies and provide a safe work environment by ensuring compliance with safety programs and job safety analysis. * Ensure adherence to the Guarantee of Fair Treatment Policy. * Source talent, interview applicants, facilitate orientation, and train new associates. Conduct ongoing training to increase job knowledge and skill level. * Coach and counsel associates to encourage positive behaviors and correct negative behaviors. * Analyze and resolve work problems or assist associates in solving work problems. * Initiate or suggest plans to motivate associates to achieve related goals. * Monitor uniform standards to ensure compliance with the Standards of Appearance. * Comply with all regulations and guidelines for Human Resource tasks. * Recommend or initiate personnel actions, such as promotions, transfers, discharges and disciplinary measures. * Be knowledgeable of associate benefits procedures and administration. Guide or direct associates to benefits information. * Ensure proper hiring practices comply with eVerify, I-9, ADA and EEO requirements. * Monitor service trends by speaking with guests, reviewing written guest comment cards, and guest tracking information to ensure service standards are achieved. * Review individual guest surveys, guest satisfaction reports, online reviews, verbal comments, and the service recovery/defect tracking. * Resolve all service issues via written communication or phone calls to complete the satisfaction of the customer. * Empower and teach all associates how to resolve guest questions and/or complaints. * Recognize associates for demonstrating outstanding service initiative with guests and fellow associates. * Coordinate implementation of service strategies at the hotel level. Ensure service strategies align with White Lodging Services Pledge and the Brand’s service strategy. * Support development of new business by creatively resolving special customer requests through making sound business decisions, passing on leads, conducting tours, making sales calls, and actively participating with community organizations. * Review inventory control and selling strategy multiple times a day. Monitor house count to ensure rooms are ready for guests at checkin. * Ensure hotel staff understands national sales and marketing programs and promotions at the hotel level. * Ensure accounting policies are in place. * Perform hands on duties as needed. * Input and reconcile invoices. * Ensure all equipment is maintained in accordance to the service standards and outages are reported and resolved in a timely manner. * Responsible for management systems - accounts payable, accounts receivable, payroll, scheduling, etc. * Ensure effective and ongoing training and development plan is in effect, especially regarding the effective use of all confidential systems. * Ensure compliance with all SOPs, brand procedures, and White Lodging procedures. * Ensure associates follow safe working procedures. * Responsible for passing safety and brand audits. * Ensure food safety and sanitation. * Complete room inspections and property walks. * Ensure compliance with liquor laws and regulations. * Act as primary contact with vendors for supplies. * Associate must adhere to all work rules, procedures, and policies established by the company, including, but not limited to, those contained in the associate handbook. * Associate must perform other managerial duties as assigned, of which the associate is capable * Must be able to work flexible hours and be on call 24-hours a day if an emergency arises * Work nights, weekends, and holidays as necessary.
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