| Description | Overview: Provides leadership in order to promote, support and accomplish our Vision of creating value and memorable experience for each of our guests. Acts as a role model for all associates in carrying out Promise of “doing whatever it takes to please our guests and to constantly be looking for opportunities to exceed guest’s expectations.” Acts as General Manager in the General Manager’s absence as requested. Assists General Manager in the development of Rooms Department Leadership Team, supports Food & Beverage operations in achieving objectives in revenue, sales/marketing, cost controls, quality, quality staffing, associate development, and guest satisfaction, through effective leadership, coaching, emphasizing the importance of People, Product, Positioning, Profit and Performance. Participates in the implementation and execution best practices in Rooms Department: •Achieving budgeted revenue goals, and growing revenue. •Controlling payroll expenses, other expenses and maximizing profit margins within the budgeted parameters. •Assures effective management and accurate accounting of Rooms Department. •Responsible for setting and managing inventories controls through implementation of effective systems, procedures and creative best practices. •Development and implementation of innovative personal service processes •Works closely with housekeeping department to ensure effective Room Service programs are properly promoted to ensure guests take advantage of a wonderful room service experience •Monitor hotel occupancy and make staffing adjustments accordingly. Supervise and review cost and inventory controls. •Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Prepare written correspondence to guests. Listen and extend assistance in order to resolve problems. •Supervise the budgeting, forecasting, training, motivating and staffing of the Rooms Department including: Telephone, Housekeeping Services, Front Office, Laundry, Concierge and Guest Services. •Prepare Forecast expenses and actual results for the Rooms Division revenue and expenses. •Review Security logs daily for significant incidents, and coordinate with department heads all enforcement of policy and/or improvements in service needed. Sales & Marketing •Participates in the execution sales & marketing and Food & Beverage internal action plans. •Promotes and supports the Brand initiatives and Associate Relations programs. •Actively builds awareness of the brand to guests and associates alike. •Develops and implements Rooms department creative marketing and sales programs to maximize revenue from in-house guests and local market. •Assists food and beverage team in promoting creative daily specials to enhance the dining experience and increase sales. Guest Satisfaction •Provides and ensures high-quality guest relations. Receives and resolves guest complaints in a manner consistent with Company policy. •Monitors associate interaction in Room department areas of the property and promotes optimal performance and support at Key Touch Points to include arrival, guest room experience, and departure. •Works closely with Room department teams to achieve and maintain an overall Medallia scores goals Administration •Works closely with General Manager on all safety and security concerns of property, guest and associates, including OSHA, General Liability and Workers' Compensation cases, and wage and hour issues. Ensures all state and federal guidelines are followed. •Works closely with accounting manager with daily/end-of-period reports, monitors reports for inconsistencies and takes corrective action with direction from General Manager. •Assists with Inventories and ordering in Rooms and Maintenance departments. •Recommends and implements policies on food pricing, sales and service procedures, costing out all items to acquire consistent costs, quality and price. •Implement and manage hotel’s daily quality process including goal communication, associate improvement, compliance with Crescent standards of product and performance, service recovery and problem resolution. Disseminate feedback from comment cards, guest satisfaction and service failure measurements and coach accordingly. •Work closely with the General Manager in establishing and monitoring policies and guidelines in the day to day operation of the hotel to ensure profitability and consistency. Solve problems of detail that come up in the course of the work. •Plan, organize, chair, attend and/or participate in various hotel meetings such as: Staff Meetings, Rooms Division Meetings, Executive Committee Meetings, Quality Teams Meetings, etc. |
| Requirements | Minimum Qualifications: • Four year degree preferred • Minimum three years experience as an Operations Manager, Front Office Manager, or Department Manager in a full or select service hotel or similar size and scope • Previous experience in a full service or select service environment with a major chain such as Hilton, Marriott, or Starwood. • Proven record of success with Quality Assurance reviews and Guest Satisfaction • Thorough understanding of total hotel operations •Key skills include sound decision-making and time-management skills, a basic ability to use computer hardware and software and a strong ability to foster teamwork to train, coach motivate employees. •A successful candidate will work to achieve high levels of personal and organization performance, attend to detail and constantly assess and adapt current practices to improve |