POSITION PURPOSE:

Create and maintain a guest-driven hotel that exceeds guest expectations at the Front Desk, Housekeeping and Food and Beverage Operations. Provide an atmosphere that inspires the hotel team members to do their best. Oversee the quality process to ensure guest satisfaction through consistent delivery of both quality product and service in accordance with the hotel’s profitability goals while fulfilling the value requirements of the guest. This should be accomplished through the daily execution of the Olshan Properties, Inc. Mission Statement (see attached). 

ESSENTIAL FUNCTIONS:

Ensure Financial Success of the Hotel

• Protect the financial assets of the hotel by ensuring Internal Audit standards are in place
• Lead sales effort of Food and Beverage outlets, promote marketing plans to achieve budgeted covers and average check tracking performance and modify as necessary
• Establish credit control with guests, monitor high balances and cash handling procedures 

Develop a High Performing Team

• Lead training of team members of of PMS system, Menu, steps of service, brand requirements etc. Build confidence by role playing and being present to support their learning. 
• Focus on training service standards and testing execution
• Work with Operation managers on each team members progress and together develop a plan to continue improve confidence and delivering outstanding service
• Build a positive high energy culture that promotes excellence, team work, and open communication through bulletin boards, break room, department meetings, daily line-up, all team meetings, Olshan Outreach, birthday’s and anniversaries etc.
• Seek team member feedback to improve hotel and team member performance through annual team member survey, and daily interactions.
• Recognize outstanding performers
• Strive to reduce turnover, evaluate why it’s happening and find ways to positively impact 

Deliver Outstanding Guest Experience

• Actively participate in the day to day operation of hotel include checking guests in/out and supporting food and beverage service where needed
• Deliver on the Brand’s loyalty program and all other Brand initiatives / trainings
• Perform above the Brand Guest Satisfaction Scores(GSS) by monitoring guest feedback on Guest Satisfaction Surveys, Trip Advisor etc. track trends that surface. Utilize findings to put actions in place to eliminate future guest issues, recognize outstanding feedback, personally connect with guests complaints to come to a positive resolution
• Make sure excellent customer service is provided throughout all steps of reservation, check-in/out process and steps of service in food & beverage areas. 
• Build a culture where Elite members are recognized, find ways to surprise and delight our guests.
• Ensure team is knowledgeable of the hotel, its amenities, Easton Town Center and area businesses
• Execute banquet event orders
• Be visible in the hotel during peak times connecting and building rapport with guests
• Step into operation roles at any Easton Hotel when necessary, lead by example

Maintain Physical Asset and Safety of Guests and Team Members

• Make sure property condition, cleanliness, and quality of product and service throughout the hotel meet expectations
• Ensure Brand Quality Inspections achieve outstanding results
• Ensure safety is a priority; team members are trained in life safety, emergency procedures, tips training, equipment is maintained etc.

Other:

Regular attendance in conformance with the standards, which may be established by the hotel from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.

Upon employment, all employees are required to fully comply with hotel rules and regulations for safe and efficient operation of hotel facilities. Employees who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.

SPECIFIC JOB KNOWLEDGE, SKILL, AND, ABILITY

The individual must possess the following knowledge, skills, and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.

• Knowledge of hotel operations, including marketing plans, security, and safety programs, personnel and labor relations, preparation of business plans, repairs, maintenance, rehabilitation plans, budget forecasting, quality assurance programs, hotel law and the development of long-range planning.
• Leadership skills to motivate and develop staff and to ensure the accomplishment of goals. Able to set priorities, plan, organize, delegate, and control.
• Ability to read, write, speak listen effectively and understand the English language to communicate with management and staff – being persuasive, clear and to the point. Written communication skills to be concise, well organized, complete, clear and understandable in order to formulate complex reports and communicate with the public, staff, corporate offices, and owners.
• Ability to move throughout premises and visually inspect conditions including bending, stooping and reaching arms overhead.
• Ability to work effectively under time constraints and deadlines.
• Ability to travel to various sites on and off hotel property and continuously perform essential job functions.
• Ability to remain stationary and concentrate on tasks for long periods of time.
• Knowledge of Yardi Payable Systems.
• Knowledge of Work Order system
• Protect employer’s privacy and data; keep passwords safe. 

QUALIFICATION STANDARDS

Education: Bachelor’s Degree or equivalent combination of education/experience

Experience: Minimum of three years hotel management experience, preferably in all areas including front office and food & beverage 

Licenses or Certificates:

• CPR Certification and First Aid training preferred
• TIPS trained
• Servsafe preferred