Key Areas of Responsibility
1. Operational Leadership & Oversight
- Daily Operations: Oversee the day-to-day functions of all hotel departments, including Front Office, Housekeeping, Engineering, ensuring adherence to brand standards and SOPs.
- Quality Assurance: Conduct regular property inspections (A-team walks) to maintain optimal physical condition, cleanliness, and operational readiness.
- Problem Resolution: Serve as the final escalation point for guest and operational issues, resolving complex situations effectively and professionally.
2. Financial & Business Management
- Revenue Management: Work closely with the Sales and Revenue teams to optimize pricing strategies, occupancy rates, and average daily rate (ADR).
- Purchasing & Inventory: Oversee effective inventory control and departmental purchasing to minimize waste and ensure cost-effective operations.
3. Team Management & Development
- Employee Relations: Champion a positive, inclusive, and engaging work environment.
- Training & Mentoring: Identify training needs, facilitate departmental training, and directly mentor department heads (e.g., Front Office Manager, Executive Housekeeper) for career growth and performance improvement.
- Performance Management: Participate in the hiring, on-boarding, performance reviews, and disciplinary processes for management and staff.
4. Guest Experience & Brand Loyalty
- Service Culture: Lead by example to foster a genuine, service-focused culture that drives repeat business and positive reviews.
- Guest Feedback: Monitor and analyze guest feedback platforms (e.g., GSS, TripAdvisor, Medallia) and develop action plans for continuous service improvement.
- Community Relations: Act as a representative of the hotel in the local community and with key business partners as directed by the GM.
Success Metrics (How Performance is Measured)
- Guest Service Scores (GSS/NPS): Achievement of target scores for overall satisfaction and key service attributes.
- Associate Engagement: Positive results on employee satisfaction surveys (e.g., high response rates, positive engagement scores).
- Brand Audit Compliance: Achieving high scores on all internal and external brand/quality assurance inspections.
Work schedule
- 8 hour shift
- Weekend availability
- On call
- Holidays
- Day shift
- Night shift
Supplemental pay
Benefits
- Paid time off
- Health insurance
- Dental insurance
- Vision insurance
- Life insurance
- Employee discount
- 401(k)
