The Hotel Manager reports to the Managing Director and leads all hotel operations in order to achieve customer (guest, Associate, corporate and owner) satisfaction and quality service while meeting/exceeding the management commitments in the property's Business Plan. Position is responsible for the direct supervision of the Hotel's Front Office, Housekeeping, Guest Arrival Services, Club and Security departments.
Develop a culture that promotes accountability, effective communications, service excellence, teamwork, performance feedback, recognition, mutual respect, and Associate satisfaction.
Hire, train and hold managers accountable to deliver consistent elevated service in the Rooms department to meet business plan commitments.
Adhere to all Human Resource policies include recruitment, employment matters, and training.
Create hotel business plan per the company's business planning process.
Execute the Front Office, Housekeeping, Valet, Club and Security Operating Plans to ensure predictability and consistency. Proactively anticipate and drive guest/service satisfaction and conduct root cause analysis of evaluate gaps in service delivery and initiate corrective action or recommend changes to operating/business plans.
Drive guest satisfaction to meet the property's guest satisfaction benchmark by maintaining service quality standards; completing regular property inspections; serving as primary subject matter expert on brand standards, monitoring and initiating corrective action and service recovery as necessary.
Ensure complete documentation and maintenance for all public area and rooms to SSI; advance any recommended changes to Managing Director for approval
Conduct daily visual inspection of assigned areas of responsibility, assessing compliance to life safety for Associates and guests, owner expectations, PHR standards, specifications and inventories and brand standards. Document findings from inspections and follow up to ensure that action items are promptly and effectively addressed.
Create a culture across the hotel and downstream to department heads that maximizes performance through effective communication including meaningful pre-shift, structured weekly one-on -ones, teamwork, effective contribution at weekly Executive Committee and regular performance feedback and recognition. Communicate punctually and proactively with the Managing Director on Business Plans, hotel performance, personnel changes, asset issues and any other significant concerns through structured. weekly 1-1 meetings
Assess each compliance to all standard operating procedures in weekly one on one meetings with direct reports. Assists in solving any operational shortcomings. Document findings from property visits and follow up to ensure that action items are promptly and effectively addressed.
Ensures consistent guest service of property level amenity programs and services including as applicable Resort Fee services and 3rd party vendors.
Coordinate as needed with the Revenue management for any rate maximization strategies for day of marketing/sales on property.
Monitor reservations onsite (if applicable) or brand including call volume, conversation and volume.
Critically analyze all metrics (including but not limited to financial reports, Quality Assurance Inspections, Guest Feedback, Guest Service Logs, Labor efficiency and Associate Turnover), assess actual performance to defined benchmarks, identify variances, and initiate corrective action.
Monitor performance to defined goals, provide regular feedback for all direct reports.
Perform Emergency Response duties as required for this role in the Emergency Response Organizational Chart and Plan.
Lead special projects and other responsibilities as assigned. Participate in task forces and committees as requested.
Schedule Expectations:
Schedule and monitor staffing guides and productivity standards are adhered to reviewing daily accountability reports for all operational departments
Schedule effective management coverage including being present during high volume periods (arrival, departure, events) included but not limited to high profile/exposure, VIP events, large events, signature events or in the absence of the Managing Director.
TypeQualification
SkillAbility to communicate goals and/or objectives and inspire associates to achieve desired results.
SkillBackground demonstrating proven leadership ability.
SkillAdvanced knowledge of the hospitality and business management fields.
SkillAdvanced knowledge of the hospitality and business management fields.
ExperienceFive years' experience as a manager with resort and/or convention hotel experience preferred.
ExperienceExtensive hotel operations background/experience.
SkillDemonstrated analytical thinking aptitude.
SkillProfessional verbal and written communication.
SkillComputer proficiency including - Word, Excel, Outlook, Project & Power Point.
SkillHuman Resources competency in the areas of recruitment, training, Associate motivation, and team building.
ID: 2022-4163
External Company Name: Professional Hospitality Resources, Inc. and Ocean Beach Club LLC
External Company URL: http://goldkeyphr.com/
Street: 4201 Atlantic Ave
