Hotel Bench Manager

 Hotel Bench Manager - Valdosta, GA Market

What makes Williams Hotel Group a great place to work? It’s our people. We understand that our employees are our greatest asset. We are committed to developing and empowering our people. And our culture proves it. Our core values include Trust, Caring, Service, and Respect. We strive to deliver Excellence every day with every customer and associate interaction. We work as a team and have a true sense of community and belonging. If you strive for Excellence and are searching for a place where you belong and are appreciated, we would love to speak with you.

Job Summary

As a key member of the Williams Hotel Group Leadership team, the Hotel Bench Manager works with the Regional Directors of Operations to help support hotel properties throughout the company during times of absence of management, or to help hotel properties with specific goal areas. The primary responsibilities of this position are managing daily hotel operations to achieve planned goals for revenue and profit while maintaining high standards for guest satisfaction, employee satisfaction, quality assurance, and asset protection; providing leadership, training, direction and support to hotel employees; maintaining a high-quality product; and most importantly upholding our company’s vision and culture.

Here's what we have to offer you:

• Competitive Pay
• Incentive Program
• Fun place to work
• Clear path for growth and career advancement
• Mentorship Program
• Hotel Discounts
• Paid Vacation
• Health Insurance Benefits

Fundamental Requirements

Guest Satisfaction:

• Train staff to successfully perform guest service procedures in accordance with company standards (e.g., greeting, scripts, pre-assignment of rooms, etc.).
• Train staff to successfully perform all functions for guest service and for handling guests who are dissatisfied with the products and services they received.  Personally handle difficult situations involving unsatisfied guests.  Attempt to resolve all guest issues before guests leave the hotel. 
• Personally respond to guest complaint letters, Guest Assistance Contact Forms, and comment cards in accordance with company standards. 
• Receive satisfactory scores for Medallia (i.e., guest satisfaction survey) and take action to correct any deficiencies.

Revenue Management:

• Support sales efforts as directed by the Director of Operations and the corporate sales organization.
• Support revenue management efforts as directed by the Chief Operating Officer.  
• Training and coaching the front desk team on rate strategies and selling techniques.
• Growing revenue faster than competitor hotels (as measured by weekly and monthly STR reports)
• Perform front desk sales representative and night auditor duties as required by staffing levels and business demand.

Financial Results & Administrative Dutes:

• Use business forecasts to manage costs by scheduling labor in accordance with staffing guidelines, control other expenses in accordance with business demand levels and control utility expenses in accordance with energy management and building operations standards.
• Execute company policies and procedures for purchasing.
• Accurately update daily, weekly, and monthly administrative reporting required by the company.
• Complete the month end administrative process accurately and promptly.
• Meet all required deadlines for administrative functions.

Employee Satisfaction:

• Recruit, select, train and manage employees to deliver guest services and quality products that will lead to achieving goals for revenue and profit.
• Properly administer company policies and procedures for human resources and payroll administration.
• Train and develop assigned potential management candidates and trainees in accordance with Human Resources programs and guidelines.
• Provide leadership by conducting business in a professional manner and in accordance with all company policies including our core values, business ethics and conflicts of interest.

Product Quality:

• Ensure a satisfactory guest experience and protect the company’s physical assets by maintaining the physical condition of the hotel in accordance with established quality control standards.
• Manage the preventative maintenance and quick-fix programs in accordance with company standards.
• Exceed goals for product and service quality as measured by Medallia and external guest reviews. Take action to correct any deficiencies.