Job Description

The Hotel Manager assists in overseeing all front office operations, including front desk, VIP Services, Owner check-in, PBX, valet, bell desk, and transportation services to ensure quality and overall guest satisfaction. This position provides guidance and leadership in the administration of the Hotel by directing team member efforts toward guest satisfaction, employee productivity and hotel profitability.

Role and Responsibilities: (Includes but is not limited to the following)

• Implement and manage hotel’s daily quality process including: goal communication, staff member empowerment, compliance with Westgate Standards of Product and Performance, service recovery and problem resolution.
• Disseminates feedback from comment cards, guest satisfaction and service failure measurements and coaches accordingly.
• Visually observe team member performance and conduct various evaluations such as public area or room inspections, coordinate action plans in areas found deficient as needed.
• Formulate and issue proper responses to all guest feedback. Investigate incidents with the appropriate departments and take corrective action. If necessary, respond to guest with the results of investigation and offer a possible resolution.
• Conduct One on Ones for team member progression.
• Trains new Guest services department personnel.
• Maintains a detailed knowledge about the hotel's availability, services and amenities.
• Display a pro-active and leading role in terms of service, culture, development, team image, systems, procedures and skill development.
• Responsible for auditing team member cash banks. Knows cash handling procedures.
• Using information available, plan and control both the preparation of future shifts and effective communication to the team.
• During emergency situations, this individual acts as an ambassador for the hotel until Executive Leadership arrives to the property
• To act as a duty manager for the hotel, ensuring all guests are satisfied, both internal and external.
• Lobby duty plays a key role in the success of the movement of our guests around the hotel.
• Prevent abuse and/or destruction of hotel property.
• Be flexible at all times in order to cover the unexpected needs of the Hotel and outlets.
• Knows all safety and understands emergency procedures and how to act upon them. Understands accident prevention policies.
• Good understanding about the Property management software (LMS).
• Anticipates and intervenes in all incidents of guest dissatisfaction and attempts to satisfy all such guests, within hotel policy.
• Takes action on all HotSOS service orders for Hotel Management. Completes HotSOS entries with compensation issued to justify expense.
• Manages the daily operations of the department.
• Regulates daily activities of team members, providing necessary guidance and support to maintain quality performance standards.
• Interviews and selects team members and oversees department training and development.
• Maintains an inventory list of supplies and equipment in the department.
• Assume other duties and responsibilities as assigned/directed.

Qualifications

Performance Requirements: ( Knowledge, skills and abilities)

• Ability to read, write, speak and understand the English language clearly to ascertain and document important information, to follow written and/or verbal instructions and to provide clear direction and guidance.
• Ability to relate to all levels of management and team members in verbal/written form; knowledge of other languages is a plus
• Understanding of all hotel management best practices and relevant laws and guidelines
• Working knowledge of Microsoft Office; knowledge of hotel management software (LMS) is an advantage
• Excellent customer service skills as well as a business mindset
• Demonstrable aptitude in decision-making and problem-solving
• Reliable with an ability to multi-task and work well under pressure
• Outstanding leadership skills and a great attention to detail
• Ability to utilize personal computer for the purpose of storing, developing and analyzing information.
• Knowledge of systems utilized by hotel in conducting its day to day business.
• Must possess considerable knowledge in all areas of hotel management.
• Communicate effectively both verbally and in writing to provide clear direction, instruction and guidance to staff. Assign and instruct all team members in details of work. Observe performance and encourage improvement. Monitor workload and make staffing adjustments accordingly.
• Ability to effectively deal with internal/external customers, some of who will require patience, tact and diplomacy to defuse anger. Collect accurate information and solve management concerns.
• Ability to exercise judgment and implement control over the performance of team members.
• Ability to deal with a number of problems requiring initiative and good judgment.
• Social skills as demonstrated by the ability to listen and respond to employee or management inquiries/concerns using a positive, clear speaking voice, answering questions and/or offering assistance giving accurate information regarding plans, policy or procedures.
• Ability to develop and implement improvement programs.
• Demonstrate ability to lead and motivate individuals and/or groups of team members.
• Ability to maintain attendance in conformance with standards.
• Ability to multi-task situations and emergencies while maintaining composure and self-control.
• Ability to monitor policies and guidelines in the day to day operation of the hotel.
• Ability to maintain a neat, clean and well-groomed appearance

Additional Information

Experience Requirements:

• 2 years supervisory or management experience preferred.
• 5 years minimum combined experience in front office, bell desk, valet, housekeeping and/or related hotel operations departments.
• Experience with LMS or comparable property management system preferred.
• Experience handling cash, accounting procedures and general administrative tasks

Education Requirements:

• GED/High School diploma
• College degree preferred