Position Information

Location: Residence Inn by Marriott Rochester 1300 Jefferson Rd, Rochester, NY 14623 • (585) 272-8850

Responsible for assisting General Manager in the overall success of the hotel by meeting or exceeding planned objectives in an effort to maintain maximum occupancy, revenue, efficiency and accuracy. Ensure superior service is provided to all guests and product quality standards are met.

Responsibilities

• Oversee the facility operations in the absence of the General Manager including guest services, housekeeping, maintenance, sales, food and beverage and human resources.
• Oversee guest services; ensuring that superior service is a priority.
• Foster a positive, cooperative work environment between staff and management.
• Assists in the supervision of employees in assigned departments. Carries out supervisory responsibilities in accordance with the organizations’ policies and applicable laws.
• Supervisory responsibilities include interviewing, hiring, training employees, appraising performance, rewarding and disciplining employees; planning, assigning, directing work, addressing complaints and resolving problems.

Job Duties:

• Problem Solving- Identifies and resolves problems in a timely manner. Develops alternative solutions, uses reason at all times. Makes timely decisions while exhibiting sound judgment. Includes appropriate people in decision making process.
• Project Management – Prepares and supports those affected by change, monitors transition, and evaluates results.
• Customer Service – Maximize Customer Service by attaining 80% or better on Franchise Guest Service Scores.
• Respond and resolve all guest complaints timely and appropriately. Manages difficult or emotional customer situations. Responds promptly to customer needs, requests for service and assistance.
• Communication - Demonstrates group presentation skills. Speaks clearly and persuasively in positive or negative situations. Writes clearly, and has the ability to read and interpret written information. Communicates change effectively.
• Team Work – Exhibits objectivity and openness to the views of others and contributes to building a positive team spirit. Upholds organizational values, treats people with respect and promotes a harassment free environment.
• Quality Management – Assists in achieving BLA minimum scoring standard on all Brand Quality Assurance inspections. Must maintain 80% or higher on Franchise product quality scoring. Inspect rooms and public areas for cleanliness and preventative maintenance upkeep on a daily basis. Aligns work with strategic goals, looking for ways to improve and promote quality while demonstrating accuracy and thoroughness. Strives to increase productivity.
• Adaptability – Able to deal with frequent change, delays or unexpected events, changing approach or method to best fit a situation.
• Initiative - Take independent actions and calculated risks, meets challenges with resourcefulness, generates suggestion for improving work and takes responsibility for own actions. Delegates work assignments, sets expectations and monitors delegated activities. Asks for and offers help when needed.
• People Management – Ensures each employee completes orientation and required brand training. Assists General Manager in ensuring employee performance reviews are performed timely and in accordance with BLA standards. Ensure proper and timely execution of all employee 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 all employees. Manages difficult or emotional employee situations. Develops subordinates skills and encourages growth.
• Compliance – Assists General Manager in ensuring State and Federal Labor postings are current. Ensure all internal BLA communication is posted as required. Adheres to all polices and procedures required by Buffalo Lodgings internal audit system. Maintains confidentiality.
• Business Acumen – Maintain CPOR in assigned departments as driven by budget. Understands business implications of decisions, aligns work with strategic goals. Accurately forecast schedule changes based on forecasted occupancy.

Requirements

A Bachelor’s degree (B.A) from a four year college or university; or at least two years related management or comparable experience is strongly preferred. Ability to develop an understanding of concepts, practices, pre-established guidelines and procedures used by the company in relation to guest service is necessary. Computer knowledge including intranet, Property management system, WORD, and EXCEL is strongly preferred. Must have valid drivers license, and acceptable driving history subject to company approval.

What we Offer:

At Buffalo Lodging, we are committed to keeping our most important assets – our employees – healthy, happy and productive. To achieve this, we offer a variety of benefits including the following:

• Medical, Dental & Vision Insurance
• Competitive 401 (k) Retirement Savings Plan with Generous Employer Match
• Paid Vacation and Sick Time
• Paid Holidays
• Tuition Reimbursement
• Flexible Spending Account
• Company Paid Life Insurance
• Company Paid Short-Term Disability Insurance
• Long-Term Disability Insurance
• Employee Assistance Program
• Hotel Discounts – for You, Your Friends and Family
• Monthly Employee Appreciation Activities & Events
• Learning and Development Opportunities
• Employee Referral Program