- Assists the GM in directing and overseeing all operational activities and departments in the hotel to maximize revenue and to deliver a positive experience and provide exceptional customer service for guests.
- Assists with on-going and new hire training for all associates; identify and implement ways to improve performance, motivate associates and provide constructive criticism.
- Encourages staff to solve guest and associate related concerns.
- Sets clear expectations for team members; communicates goals and results; recognizes good team and individual performance on a continuous basis.
- Addresses customer complaints, identifies and resolves problems in a timely manner.
- Creates a hotel environment that emphasizes motivation, empowerment, teamwork and a passion for providing exceptional service.
- Strives to increase the level of guest satisfaction by delivery of an improved product through employee development and quality image.
- Assists and/or leads revenue management with the implementation and execution of programs to ensure that the hotel's room occupancy and Average Daily Rate objectives are met.
- Assists in the development and implementation of goals, policies, procedures, and priorities relating to the area(s) of responsibility.
- Assists the GM in developing the hotel budget and capital expenditure plans.
- Assists General Manager with all accounting functions, including but not limited to accounts payable and receivable, petty cash, payroll, and ordering procedures.
- Assists GM in developing and communicating selling strategies, utilizing brand-specific inventory control, RMS reports and other forecasting tools. Reviews these weekly with GM and sales.
- Assists the General Manager with scheduling based on occupancy, making sure staffing levels are appropriate to exceed guest expectations.
- Walk property numerous times daily, noting positives and deficiencies. Follows-up with team to assess training requirements.
- Assists with sales, networking and marketing efforts as directed and when opportunities arise.
- Supports team members to ensure their entire workload is completed daily.
- Assists General Manager with daily guestroom inspections.
- Assists in safety training ensuring 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.
- Performs quality assurance (QA) requirements and audits for areas of responsibility.
- Adheres to all franchise and company procedures and regulations as well as standard operating procedures.
- Fulfills Manager on Duty shifts.
- Performs other duties as required.
- Bachelors degree in Hospitality Management or related field; Preferred
- 1+ year experience working in a customer facing position at a similar hotel environment; Required.
- Previous experience in a lead hotel position or AGM experience; Preferred.
- 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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