This description reflects management’s assignment of essential functions, it does not proscribe or restrict the tasks that may be assigned. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

SUMMARY: Responsible for planning and managing the room operations of the hotel to achievecustomer satisfaction and quality service while meeting and exceeding financial goals.

ESSENTIAL DUTIES AND RESPONSIBILITIES: Other duties may be assigned by the GeneralManager.

Guest Services: 80%

• Short- and long-term planning of the room operations and related areas
• Ensure smooth operation of guest services by utilizing valet, concierge, and housekeeping
• Provide guests with quality service while maximizing room revenue and productivity
• Handle all guest complains expeditiously to complete resolution

• Implement and manage hotel’s daily quality process including goal communication, associate improvement, and compliance with standards of product and performance

• Disseminate feedback from comment cards, GSS scores, and other means of guest reviews
• Field guest complaints and conduct thorough research to develop the most effective solutions
• Prepare written correspondence to guests

• Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.

Managerial Tasks: 10%

• Recommend room’s department budget and manages expenses within approved budget constraints

• Develop and train managers and employees
• Recruit, hire, and train employees in the rooms department
• Ensure staffing is maintained at an appropriate level to match business demand
• Observe performance of rooms department staff and complete performance reviews

Administrative Tasks: 10%

• Ensure total compliance with standards of operation for IHS, Marriott, and etc.
• Establish a monthly reporting system to monitor guest comments
• Supervise and review cost and inventory controls
• Complete the hotel’s forecast

REPORTING RELATIONSHIPS:

Reports to: General Manager

Directly Supervises: Front Desk staff, Bell staff, Housekeeping Staff

QUALIFICATIONS/SKILLS: each essential duty satisfactorily. skill, and/or ability required.

To perform this job successfully, an individual must be able to perform the requirements listed below are representative of the knowledge,

• High school diploma or equivalent
• Ability to read and write in English
• Ability to read and comprehend instructions, short correspondence, and memos
• Ability to write correspondence

• Ability to effectively present information in one-on-one and small group situations to customers, clients, and employees

• Must be able to pass a background check

DESIRED QUALIFICATIONS: Bachelor’s degree in hospitality or related field and at least three yearsof experience in a hotel rooms department.

PHYSICAL DEMANDS: While performing the duties of this job, the person must be able tooccasionally move about inside the hotel to satisfy guest requests. Frequently move and lift guest room furniture, housekeeping equipment, and other items up to 50 pounds.

WORK SCHEDULE: Work a full-time weekday and weekend schedule as assigned by the department Supervisor orManager.