General Summary :
Responsible for assistingManagement in the overall success of the hotel by meeting or exceeding plannedobjectives in an effort to maintain maximum occupancy, revenue, efficiency andaccuracy. Ensure superior service isprovided to all guests and product quality standards are met.
Principal Responsibilities :
•Oversee thefacility operations in the absence of the Management including guest services,housekeeping, maintenance, food and beverage and human resources.
•Oversee guestservices; ensuring that superior service is a priority.
•Foster apositive, cooperative work environment between staff and management.
•Assists in thesupervision of employees in assigned departments. Carries out supervisory responsibilities inaccordance with the organizations' policies and applicable laws.
•Supervisoryresponsibilities include interviewing, training employees, appraisingperformance, rewarding and disciplining employees; planning, assigning,directing work, addressing complaints and resolving problems.
Job Duties:
•Problem Solving- Identifies and resolvesproblems in a timely manner. Developsalternative solutions, uses reason at all times. Makes timely decisions while exhibiting soundjudgment. Includes appropriate people indecision making process.
•Project Management - Prepares and supportsthose affected by change, monitors transition, and evaluates results.
•Customer Service - Maximize Customer Serviceby attaining 80% or better on Franchise Guest Service Scores. Respond and resolve all guest complaintstimely and appropriately. Managesdifficult or emotional customer situations. Responds promptly to customer needs, requests for service andassistance.
•Communication - Demonstrates grouppresentation skills. Speaks clearly andpersuasively in positive or negative situations. Writes clearly, and has the ability to readand interpret written information. Communicates change effectively.
•Team Work - Exhibits objectivity and opennessto the views of others and contributes to building a positive team spirit. Upholds organizational values, treats peoplewith respect and promotes a harassment free environment.
•Quality Management - Assists in achieving minimum scoring standard on all Brand Quality Assurance inspections. Must maintain 80% or higher on Franchiseproduct quality scoring. Inspect roomsand public areas for cleanliness and preventative maintenance upkeep on a dailybasis. Aligns work with strategic goals,looking for ways to improve and promote quality while demonstrating accuracyand thoroughness. Strives to increaseproductivity.
•Adaptability - Able to deal with frequentchange, delays or unexpected events, changing approach or method to best fit asituation.
•Initiative - Take independent actions andcalculated risks, meets challenges with resourcefulness, generates suggestionfor improving work and takes responsibility for own actions. Delegates work assignments, sets expectationsand monitors delegated activities. Asksfor and offers help when needed.
•People Management - Ensures each employeecompletes orientation and required brand training. Assists management in ensuring employeeperformance reviews are performed timely and in accordance with standards. Ensure proper and timely execution of allemployee related documentation (i.e. new hire paperwork, separation reporting,status changes, benefits documentation, etc.). Maintains effective employee relations programs within the hotel. Provides regular performance feedback to allemployees. Manages difficult oremotional employee situations. Developssubordinates skills and encourages growth.
•Compliance - Assists management in ensuringState and Federal Labor postings are current. Ensure all internal communication is posted as required. Adheres to all polices and proceduresrequired by BNA Hotels internal audit system. Maintains confidentiality.
•Business Acumen - Maintain CPOR in assigneddepartments as driven by budget. Understandsbusiness implications of decisions, aligns work with strategic goals. Accurately forecast schedule changes based onforecasted occupancy.