Hotel Manager

POSITION SUMMARY:

It is the primary responsibility of the Hotel Manager to participate as an acting member of the Team and oversee the daily operations of the Front Desk and Bell Desk. Supervise and assign tasks to all 3 shifts. Conduct and assist with daily administrative duties. All duties are to be performed in accordance with departmental and Downtown Grand policies, procedures, and practices.

POSITION RESPONSIBILITIES/DUTIES:

• Supervises assigned staff to include training; coaching; performance feedback, recommending and administering discipline, and scheduling.

• Maintains and instills with staff a high quality of guest service.

• Holding staff accountable to provide an excellent experience for all guests.

• Answers/responds to guest reviews in multiple channels.

• Through a positive example, actively promotes an environment conducive to high quality customer service.

• Reviews and updates schedules to ensure the proper coverage for the Front Desk and Bell Desk.

• Responsible for departmental budget including, but not limited to; Labor, Purchasing expenses, Cash Variances.

• Maintains and updates staff counselling and discipline.

• Interviews applicants for subordinate positions, assigns work, grants overtime and early outs, issues discipline, trains employees.

• Corresponds with guests to maintain good customer relations.

• Organizes the hotel department for effective and efficient service, as well as overall coordination and control.

• Maintains familiarity with market trends, hotel laws and statutes, and products as they pertain to the industry.

• May perform the duties of the subordinate personnel.

• Responsible for monitoring the physical appearance of the entire property, but particularly the hotel.

• Keeps administration informed of the activities and status of the operation with emphasis on uncommon or possible issues.

• Creates or initiates records, reports, and other administrative documentation in a timely manner, as required to meet expectations of the organization.

• Adhere to and uphold all appearance and uniform standards.

• Maintain an open line of communication with other Department Managers.

• Maintain a positive and professional demeanor during all interactions with guests, fellow Team Members, and Vendors.

• Ability to accept performance feedback in a professional manner.

• Regular attendance and punctuality on all scheduled shifts are considered an essential function of the job.

• Monitor over and short report from accounting and research and explain any variances.

• Attend scheduled meetings with other departments.

• Fully understand promotions from Marketing, Group specifications from Sales.

• Oversee and ensure that rooms are pre-blocked and assigned for any group requirements.

• Update staff daily on happenings within the Hotel or within the area that would affect the day-to-day operations.

• Monitor room availability multiple times per day and directly communicate with the Director of Hotel Operations, Revenue Management department as well as with Housekeeping to ensure a smooth daily process of checking guests into and out of the Hotel.

• Works closely with the Housekeeping Department Management Team to ensure rooms are readily accessible for guests to check in.

• Able to manipulate room inventories to account for any oversells of room types and ensures that all reservations have accommodations.

• Other duties as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Ability to communicate effectively in English, in both written and oral forms

• Ability to communicate effectively with various departments and all levels of management

• Ability to solve routine problems

• Ability to effectively and efficiently move around work area

• Possess strong Microsoft Office skills.

MINIMUM REQUIREMENTS:

• High School Diploma or equivalent

• Must have at least five (5) years' previous hotel front desk experience and at least three (3) years in a hotel management role of Supervisor or above.

• Previous experience at a large resort.

• Working knowledge of hotel front desk and related accounting procedures.

• Strong organizational skills.

• Must be able to comprehend all information and documentation.

• Work varied shifts, including weekends and holidays.

• HMS property management system a plus.

PHYSICAL REQUIREMENTS:

• Prolonged periods sitting at a desk and working on a computer.

• Must be able to lift up to 20 pounds at times.

• Ability to work in an environment that is subject to varying levels of noise, crowds, and smoke.

• Follow all safety procedures as established by the company.

This job description in no way states or implies that these are the only duties to be performed by the team member in this position. It is not intended to give all the details or a step-by-step account of the way each procedure or task is performed. The incumbent is expected to perform other duties necessary for the effective operation of the department.

Downtown Grand is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act. Downtown Grand will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current team members to discuss potential accommodation with the team member.