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 Rooms management team to develop an operational strategy that is aligned with the brand’s business strategy and leads its execution.
  
  Managing Revenue Goals  

• Monitors Rooms operations sales performance against budget.  

• Reviews reports and financial statements to determine Rooms 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 Rooms 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 Rooms (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. 

#LI-SK1