Supervisor, Hotel

Position Summary:   Serve as the Supervisor to the Hotel and Airbnb, overseeing all accommodation operations, including supervision of all staff members, from front desk personnel to housekeeping services. Planning workloads, allocating tasks and monitoring progress against targets. Train and supervise Hotel staff, while modeling superior customer service and aiding guests and visitors in the lodging environment.  

Essential Job Functions:               

1. Act as Manager on Duty for all Hotel and Airbnb operations when needed.
2. Lead and direct work of the staff while maintaining superior customer service for all guests and visitors.
3. Assist in coordinating and implementing all aspects of guest service, including inbound phone calls and in-person requests for lodging reservations and assist guest with questions and requests.
4. Perform the scheduling, booking, check-in, check-out and cleaning of both the Hotel and the Airbnbs as needed.
5. Order supplies and maintain records in conjunction with management, as needed.
6. Assist, recommend and order breakfast/food items so that quality and variety are available to guests.
7. Responsible for execution of hotel room block contracts for all Events, Retreats and Weddings on campus, working in partnership with the Hospitality Department.
8. Assist the Hotel Manager with all lodging and health department permits and licensing and maintenance thereof for all Hotel staff.
9. Assist Hotel Manager with the planning and scheduling of all Hotel staff, approves the time cards of direct reports.
10. Recruiting, training, and helping staff reach their professional development goals.
11. Conduct performance reviews.
12. Manage room book, and room book contracts. Serving as a liaison for the events sales team to maintain schedule for group events and retreats.
13. Post payments, balance receipts and prepare accommodation reports daily following accounting procedures; maintain an accurate posting of charges and payments and keep an accurate accounting of the cash drawer.    
14. Work overtime, weekends, and holidays, as business necessity dictates.
15. Regular and reliable attendance at the worksite and adhere to assigned schedule. – this position is not a remote or telecommute position.
16. Adhere to all company and departmental policies and procedures per the guidebook including all safety requirements including all safety guidelines.
17. Utilize electronic time management system to input time, attendance and paid off request.

Non-Essential Job Functions:

1. Assist Lodging management to remain within set budget and control expenses.
2. Perform housekeeping duties to include but not limited to, dusting, changing bed linens, vacuum/mop and clean guest bathrooms, as requested.
3. Maintaining safety standards, conducting risk assessments, ensuring staff have adequate first aid and fire safety training.
4. Assist guests and visitors with travel arrangements, including transportation to and from the airport, as needed.
5. Communicate with other local hotels, and various Unity departments, as requested.

Education: 

• Minimum High School Diploma/GED Equivalent and/or Associates Degree in hotel management or related field, preferred.

License:   

• Valid Drivers’ license – this position requires operating a company vehicle or personal vehicle for company use. 

Experience:        

1. Three-years hotel/motel or guest services experience.
2. One-year experience as a lead in a hotel/motel or guest services.
3. Former experience training in a customer service environment.
4. Demonstrated phone system experience to adequately accept incoming calls, transfer and provide interdepartmental support.
5. Customer service skills and demonstrated problem solving abilities
6. Former cash handling/cashier experience with the ability to train others on best practices
7. Written communications skills experience to successfully interact with all levels of the organization and variety of guests and visitors.
8. Basic office skills experience including use of office equipment, room set-up, and work order requests.

Computer Skills:   

• Basic end user of MS Office:  MS Word, MS Outlook 
• Basic user of keyboarding and demonstrated data entry skills
• Former experience with hotel management software, preferred or the demonstrated ability to learn and operate the system.

Preferred Prerequisites:   

• Complete pre-employment skills testing:   MS Word, Data Entry A/N, Basic Office Skills, 
• Fluent reading, writing and speaking bilingual skills (Spanish/English) required, only when indicated. 

Competency: 

• Able to acquire and apply knowledge, skills and experience to accomplish results.
• Able to provide high quality service while consistently seeking ways to improve outcomes and enhance service.
• Able to demonstrate Unity core valued which are, honesty, trust, excellence, integrity and respect. 
• Able to maintain great organizational skills. (moved from essential functions to here.)
• Work Environment & Physical Requirements 

Additional Information  

Work Environment: Lodging and Conference Center Environment  

Acknowledgment 

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.