Job summary
Responsible for assisting in successfully executing all operations in the hotel Operations departments and managing staffStrives to continually improve guest and employee satisfaction and maximize the financial performance of the departmentLeads specific team while assisting with meeting or exceeding property goals
Job seniority: mid-to-senior level
Responsibilities
• Ensuring goals are being translated to the team as they relate to guest tracking and productivity• Creating and nurturing a property environment that emphasizes motivation, empowerment, teamwork, continuous improvement, and a passion for providing service• Understanding employee and guest satisfaction results and developing game plans to attack need areas and expand on the strengths• Ensuring that the team has the capabilities to meet expectations• Leading by example demonstrating self-confidence, energy, and enthusiasm• Assisting employees in understanding guests' ever-changing needs and expectations, and exceeding them• Following property specific second effort and recovery plan• Publishing all guest satisfaction results in a timely fashion• Taking proactive approaches when dealing with employee and guest concerns• Extending professionalism and courtesy to employees and guests at all times• Managing financial performance and productivity• Interviewing and assisting in making hiring decisions• Ensuring orientations for new team members are thorough and completed in a timely fashion
Requirements
• High school diploma or GED; 4 years experience in guest services, front desk, housekeeping, or related professional area• OR 2-year degree in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years experience in guest services, front desk, housekeeping, or related professional area
Key Skills Needed
• Excellent customer service• Leadership• Teamwork• Communication• Problem-solving• Financial management
Benefits
• Bonus program• Comprehensive health care benefits• 401(k) plan with up to 5% company match• Employee stock purchase plan at 15% discount• Accrued paid time off• Life insurance• Group disability insurance• Travel discounts• Adoption assistance• Paid parental leave• Health savings account• Flexible spending accounts• Tuition assistance• Pre-tax commuter benefits• Other life and work wellness benefits• May include other incentives such as stock awards and deferred compensation plans
