- Ensure exceptional customer service is provided to all hotel guests; address customer complaints, identify and resolve problems in a timely manner.
- Manage all sources of revenue; ensure departments are profitable, maximize revenue and ensure delivery of exceptional guest service.
- Perform quality assurance (QA) requirements for property and ensure property supervisors perform QA for their areas of responsibility.
- Work with sales team to create local and national marketing plans and pricing strategies and knows market segments; Responds quickly to changing market conditions and revises strategies accordingly.
- Actively participates in sales discussions, meetings and plans; knows key account executives and business base.
- Maintain and improve property standards and service to ensure guest satisfaction and the right public image.
- Ensure that the property and its inventories are always in the best of conditions.
- Achieve budgeted revenue and profit goals, balancing cost with guest satisfaction.
- Ensure the implementation of and adherence to all policies and procedures.
- Inspect property several times daily; enforce the implementation of actions towards safety, comfort, and cleanliness of the hotel.
- Ensure all accounting functions are completed; including but not limited to AP, AR, petty cash, payroll, & ordering procedures.
- Oversee on-going and new hire training; identify and implement ways to improve performance, motivate team and provide constructive criticism.
- Responsible for maintaining proper and confidential associate files, i.e., personnel files, medical files, investigative files, etc.
- Handle the selection, training, and direction of department supervisors and other associates as necessary keeping them well versed in all policies and procedures.
- Conduct performance evaluations for all employees, including department heads and supervisors.
- Set clear expectations for team members and communicate goals and results; recognize and reward good team and individual performance.
- Creates a hotel environment that emphasizes motivation, empowerment, teamwork and a passion for providing exceptional service.
- Aggressively reduce the number of accidents, and minimize worker's compensation and unemployment claims and resulting costs.
- Ensure that associates are aware of safety and health requirements, wearing and/or using personal protective equipment (PPE) as necessary, MSDS compliance, and in meeting other applicable OSHA requirements.
- Perform all shift checklist responsibilities.
- Support team members to ensure the team's entire workload is completed daily.
- Ensure scheduling based on occupancy, making sure staffing levels are appropriate to exceed guest expectations.
- Provide a professional image at all times through appearance and dress.
- Delegate various tasks to the AGM and/or department supervisors to ensure the smooth operation of the property.
- Perform other duties as required.
- Bachelors degree in Hospitality Management or related field; Preferred
- 3+ years of hotel management experience; Required.
- Previous experience with extended stay hotels; Preferred.
- Experience with P&L statements; Required.
- Outgoing personality with exceptional customer service skills.
- Work flexible hours and/or overtime as required (The hotel operates 7 days a week, 24 hours a day)
- Excellent communication and organizational skills
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