This is an exempt position and will be paid on a salaried basis in accordance with state and federal law.

Education and Experience 
• 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 4 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area. 
OR 
• 4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major; 2 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area. 

 
CORE WORK ACTIVITIES 

 
Managing Profitability 
• Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer. 
• Analyzes service issues and identifies trends. 
• Makes and executes the necessary decisions to keep property moving forward toward achievement of goals. 
• Works with hotel management team to develop an operational strategy that is aligned with the brand’s business strategy and leads its execution. 

 
Managing Revenue Goals 
• Monitors hotel operations sales performance against budget. 
• Reviews reports and financial statements to determine hotel operations performance against budget. 
• Coaches and supports operations team to effectively manage occupancy & rate, wages and controllable expenses. 
• Reviews the Wage Progress Report and compares budgeted wages to actual wages, coaching direct reports to address problem areas and holding team accountable for results. 

 
Leading Operations and Department Teams 
• Champions the brand’s service vision for product and service delivery and ensures alignment amongst the hotel leadership teams. 
• Develops systems to enable employees to understand guest satisfaction results. 
• Communicates a clear and consistent message regarding departmental goals to produce desired results. 
 

Managing the Guest Experience 
• Reviews guest feedback with leadership team and ensures appropriate corrective action is taken. 
• Responds to and handles guest problems and complaints. 
• Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction. 
• Creates an atmosphere in all Rooms and Food and Beverage areas that meets or exceeds guest expectations. 

 
Managing and Conducting Human Resources Activities 
• Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results. 
• Ensures employees are treated fairly and equitably. 
• Ensures that regular, ongoing communication is happening in Operations (e.g., pre-shift briefings, staff meetings). 
• Fosters employee commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and employees. 
• Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results. 
• Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance. 
• Solicits employee feedback, utilizes an “open door policy” and reviews employee satisfaction results to identify and address employee problems or concerns. 
• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process. 
• Conducts annual performance appraisal with direct reports according to Standard Operating Procedures. 
• Champions change, ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary.  

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