• Accountable for maintaining high service and quality standards according to brand including Quality Assurance Inspections and Guest Satisfaction Surveys.
• Communicates guest feedback to hotel staff and addresses trends/issues with staff in a timely manner.
• Assists with, encourages, provides and trains guest service for all associates.
• Encourages and collaborates with hotel team to set an example of the expected level of guest service.
• Personally follows up on all guest inquiries, issues and concerns in a timely and effective manner to ensure CSM’s high standards of quality and service are maintained.
• Actively participates in the hotel’s sales efforts, analyzes and negotiates business, determines pricing and yield strategies, attends sales calls/site visits to impact and maintain client relationships.
• Maintains a positive presence within the community by attending Chamber and CVB meetings and events, establishes relationships with other area hotels, schools and universities and other community organizations.
• Responsible for maintaining accurate weekly, monthly and annual budgets, forecasts and business plans in collaboration with the hotel’s sales team.
• Works in conjunction with Revenue Manager and Sales Team to implement sales strategies and a business mix that will help ensure the hotel achieves maximum revenue potential.
• Provides direction to operations team to ensure the service and quality needs of negotiated accounts and groups are met consistently.
• Identifies potential obstacles to exemplary service.
• Uses available tools and knowledge to implement ideas to maximize guest satisfaction scores.
• Communicates results from guest satisfaction surveys with hotel team and addresses needs and trends that have been identified from the survey results.
• Responds to guest concerns which arise on surveys when necessary.
• Works with hotel team to maintain guest satisfaction scores that are within the range deemed acceptable by the brand.
• Manages expenses according to budgeted/forecasted guidelines to maximize hotel profitability.
• Responsible for reviewing/releasing payroll and ensuring effective labor management.
• Utilizes the CSM procurement system effectively and adheres to the approved vendor network for purchasing.
• Responsible for preparation and management of the hotel budget and ongoing forecasting efforts.
• Communicates financial forecasts via weekly reporting and critiques month end financial results via month end reporting.
• Shares revenue forecasts with leadership team to ensure departmental expense is adjusted accordingly.
• Reviews A/R and A/P with emphasis on following accounting procedures as outlined in CSM’s Internal Accounting Audit.
• Manages and maintains company assets to stay within budget guidelines and prolong the life of company resources.
• Responsible for assisting with the ongoing training and development of hotel associates and maintaining all necessary training records.
• Ensures the new hire training process effectively prepares new employees for their positions.
• Analyzes current training programs and adjusts as needed.
• Implements new CSM and brand training initiatives in a timely manner.
• Utilizes training resources effectively and ensures all training requirements are met.
• Responsible for effectively interviewing, hiring, coaching and developing hotel associates and management team.
• Prepares and conducts annual employee reviews in a timely manner.
• Addresses performance issues accordingly and takes appropriate corrective action to hold employees accountable.
• Motivates hotel staff by setting goals, providing ongoing feedback and rewarding/recognizing employees.
• Effectively addresses areas for improvement determined by CSM’s annual Associate Opinion Survey and communicates results from the survey to the hotel staff in a timely manner.
• Ensures annual associate turnover falls within CSM’s acceptable guidelines and reacts to any turnover concerns.
• Provides fair treatment and open door policies for all associates.
• Responsible for effective self/workload management and adjusting work schedule as dictated by business needs.
• Provides guidance and assistance to the hotel associates and leadership team to ensure their workloads are appropriate and managed effectively.
• Demonstrates clear written and verbal skills.
• Promotes a productive, professional and collaborative work environment.
• Plays an active role in leading daily team meetings and weekly/monthly departmental/hotel meetings to ensure proper communication and planning occurs.
• Leads and participates in monthly Safety Committee Meetings.
• Assists in conducting routine inspections of the hotel operation/building to maintain standards of CSM, brand, local, state and federal regulations.
• Ensures a clean and safe work environment.
• Understands the importance of handling all guest and employee accidents/incidents in a timely and effective manner while following CSM policy.
• Completes CSM incident reports and follows up within appropriate time frame.
• Assists in promoting corporate safety programs and initiatives.
• Ensures OSHA/SDS Management and Compliance.
Competencies/Skills Required: Must be able to manage multiple hotel and corporate priorities in a fast paced environment. Must be able to effectively communicate with all levels within and outside the organization and have the ability to effectively problem solve with all. Must possess strong leadership skills.
Education: High school diploma or GED required. College degree or equivalent experience required.
Physical: Ability to lift, push and pull up to 20 pounds on an occasional basis. Talking and hearing occur continuously in the process of communicating. Vision occurs continuously with the most common visual functions being those of near vision and depth perception.