Implement and manage hotel?s daily quality process including goal communication, associate improvement, compliance with standards of product and performance, service recovery and problem resolution. Disseminate feedback from comment cards, guest satisfaction and service failure measurements and coach accordingly.
Directly oversee the budgeting, forecasting, training, motivating and staffing of the Rooms Department including: Housekeeping Services, Front Office, Laundry, Maintenance and Guest Services.
Lead the revenue management initiative to drive rooms revenue. Work with the sales team to ensure top line goals are met through upselling and last sell programs. Supervise and review cost and inventory controls.
Daily inspect what is expected, which includes: inspection of guest rooms, public access areas and outside grounds for cleanliness and appearance. Check in/out guests when needed and assist operations during peak periods.
Creates initiatives that encourage employee development, training and career growth within the Rooms Division.
Work closely with the General Manager in establishing and monitoring policies and guidelines in the day to day operation of the hotel to ensure profitability and consistency. Solve problems of detail that come up in the course of the work.
Plan, organize, chair, attend and/or participate in various hotel meetings such as: Staff Meetings, Rooms Division Meetings, Executive Committee Meetings, Quality Teams Meetings, etc.
Typical schedule is 5 days per week, likely Tuesdays through Saturdays, and available to work on a regular basis i 2 evenings a week to oversee the PM operation.
Perform any other job related duties as assigned.