What are the responsibilities and job description for the Hotel Manager - Hilton Norfolk The Main position at Professional Hospitality Resources, Inc. and Ocean Beach Club LLC?
Overview
The Hotel Manager is the visionary leader responsible for managing hotel operations in order to achieve customer (guest, associate, corporate and owner) satisfaction and quality service while meeting/exceeding company established financial goals; through the creation of a dynamic culture of guest service which values the Associate, their contributions and development. Position recommends hotel’s budget, marketing and business plans, and manages within approved plans and objectives. Position is responsible for the direct supervision of the hotel’s department heads for Housekeepingand Front Office (Main includes Security and Empyrean, Hilton includes Security and Valet) and the indirect supervision of all hotel associates. Position has regular contact with the hotel owners, local officials, social and charitable organizations franchise operator to provide information and discuss operations and Hotel positioning.
Responsibilities
1. Participate in community and professional organizations to maintain high visibility and promote a good image. The goal is to foster future company growth.
2. Maintain the property in first class condition; protect, secure and enhance the assets as appropriate.
3. Resolve customer complaints as appropriate to maintain a high level of satisfaction and quality. Ensure the integration between the OSAT (and SALT franchise)
4. Support consistent Asset Management and Engineering Services and ensure that company policies, procedures and processes are followed and adhered to.
5. Support consistent Human Resources management through the Corporate HR function and ensure that company policies, procedures and processes are followed and adhered to. The goal is to attract, hire, train, develop, motivate, retain, empower, coach and counsel, provide performance feedback, resolve problems, offer open communications, discipline and terminate, as appropriate.
6. Principle responsibility for direct oversight and management of: Housekeeping, Bell staff, Operators, Guest Service Agents, Security, Front Drive and Valet.
7. Implement direction from the Executive Vice President as to the hotel’s annual and long term operational, sales and marketing, capital, revenue, expense and profit goals to meet/exceed owner and corporate management expectations. The goal is to maximize company profits.
8. Drives Customer Satisfaction Index (SALT, MEDALIA, etc.)
9. Resolve guest concerns in a timely manner. Respond to all negative comment cards according to the process.
10. Promotes company incentive programs rewarding guest service and comment card penetration and scoring
11. Review current and prior day's Prompt Response Log, recognizing good performance and identifying areas for improvement
12. Meet or exceed company benchmarks for all guest satisfaction rating systems
13. Implement company programs (Corporate and Franchise). Develop and manage property programs and operations of the hotel in a manner that is consistent with the requirements of: the Management Contract, the Franchise Agreement, Federal/Statelaws and regulations, and PHR Company policies and procedures. The goal is to maintain a high level of customer satisfaction and at the same time, manage a strong profit line and limit liability.
14. Directs Manager's with the ongoing focus of guest service, responsiveness and safety
15. Ensure all pre-shift departmental meetings occur, attending same on a rotational basis, enabling clear two way communication.
16. Conduct a monthly meeting with associates in all departments
17. Promote company culture of performance recognition and reward
18. Enforce all company SOP's, processes, operating plans and standards
19. Determines and assign work to direct reports on a daily and project basis
20. Ensure all associates receive sufficient training to perform their jobs and that all supervisory and managerial staff are adequately trained to administer their respective duties in their respective department.
21. Guarantees that all performance evaluations are performed in a timely and equitable fashion
22. Direct property asset management staff in accord with operating plan, budget and property standards
23. Directs the Safety Committee as an active member
24. Directs property based post orders and security coverage, maintaining a tight key control system and a secure, safe environment
25. Ensure checkbook system is accurately implemented and adhered to. Manage any pending item
26. Monitor staffing guides and productivity standards are adhered to reviewing daily accountability reports for all operational departments
27. Continual random auditing of all processes to confirm functionality and effectiveness of each, correcting deficiencies as determined
28. Manages Walk-In marketing of available inventory for maximum revenue
29. Assists with annual budget for each operating department under his/her contact
30. Contribute to the Division project work as assigned by Senior Executives
31. Ensure promising associates and supervisors receive developmental and ongoing training, building bench strength in Human
32. Resources for growth and natural attrition
33. Perform a monthly Quality Assurance Inspection of the property
34. Verify Deposits and ensure they are taken to the bank before 2pm
35. Oversees property RFR projects as assigned
36. Perform Emergency Response duties as required by this role in the Emergency Response Organizational Chart and Plan
Qualifications
TypeQualificationSkillAbility to communicate goals and/or objectives and inspire associates to achieve desired results.SkillBackground demonstrating proven leadership ability.SkillAdvanced knowledge of the hospitality and business management fields.SkillAdvanced knowledge of the hospitality and business management fields.ExperienceFive years’ experience as a manager with resort and/or convention hotel experience preferred.ExperienceExtensive hotel operations background/experience.SkillDemonstrated analytical thinking aptitude.SkillProfessional verbal and written communication.SkillComputer proficiency including - Word, Excel, Outlook, Project & Power Point.SkillHuman Resources competency in the areas of recruitment, training, Associate motivation, and team building.