About this role
ACTIVITIES:
• Direct and control the activities of the Front Office, Reservations, Guest Activities, and to ensure adherence to brand & Company standards, policies and procedures.
• Ensure that qualified personnel are selected, hired and trained in all areas of responsibility.
• Must ensure that all personnel are trained & kept well informed of department objectives and policies.
• Ensure the proper image is being maintained by all Team Members with respect to grooming and uniform standards.
• Participates in the development of short-term and long-term financial and operational plans for the hotel which support the overall objectives of the Company.
• Assists General Manager with the execution of marketing, sales, and operational activities, producing results that meet or exceed the hotel's business plan.
• Maintains reservations systems such as Yield Management System and Property Management
System.
• Assists General Manager with the monitoring of the performance of the hotel through verification and analysis of guest satisfaction systems and financial reports. Suggests and implements corrective actions.
• Maintains product and service quality standards by conducting ongoing evaluations and investigating complaints. Suggests and implements corrective actions.
• Creates an operating environment that assures consistent guest satisfaction. Ensures proper
handling of guest complaints.
• Ensures implementation of appropriate technology solutions to increase customer service and hotel revenues.
• Prepare all necessary forecasts; to work closely with Reservations, Front Office and Sales to maximize occupancy, rate and revenue. Keeps all departments notified of any fluctuations in business levels, special guests, groups, etc.
• Establish and maintain close working relationships with all departments of the hotel to ensure maximum cooperation, productivity, morale and guest service.
• Develop relationships with clients, return guests, group contacts etc. to provide maximum personalized guest service.
• Make suggestions for improvements in overall operations with an emphasis on increasing guest satisfaction, revenues as well as reducing costs.
• Monitor and analyze the payroll for Rooms Division to ensure maximum effectiveness towards guests services while realizing full profit potential.
• Display a high degree of professionalism and integrity as befitting a member of management.
• Respond properly and take a supervisory role in any hotel emergency or safety situation, as well as ensure the proper control and instructions of said emergency procedures to the Rooms Division.
• Understands the government regulations affecting hotel's operations, ensuring hotel is operated in compliance with all applicable laws, ordinances, regulations, and requirements of any federal, provincial or municipal authority.
• Ensures good safety practices of employees and guests, assisting in the maintenance of proper
emergency and security procedures.
• Ensures implementation of applicable preventive maintenance programs that protect the physical assets of the hotel.
• Personal vehicle to travel locally or to other locations is a primary job duty
• As required of all hotel associates, assists any customer or potential customer in a prompt, courteous, friendly, and helpful manner at all times.
Note: Other duties as assigned by supervisor or management
HEALTH & SAFETY RESPONSIBILITIES:
Because safety is a management responsibility, department managers are held directly accountable for safe work practices and control of physical hazards in their areas.
DUTIES AND RESPONSIBILITIES:
• Establish and enforce all safety policies and procedures. Correct any employee who is observed breaking a safety rule. Any employee who continues to violate safety rules should be disciplined immediately.
• Detect and eliminate, or report for correction, all physical hazards and unsafe conditions immediately by completing a safety work order. Perform random checks on a monthly basis and report deficiencies to the appropriate personnel.
• Re-instruct all regular employees who develop unsafe work practices as soon as possible after such practices are observed..
• Insist on good housekeeping and enforce the “Clean as You Go” practice.
• Maintain active involvement in the accomplishment of the accident prevention and reduction objective. Take every precaution reasonable in the circumstances for the protection of employees.
COMPETENCIES:
• Strong background in the development & execution of business, marketing & sales plans & operating budgets.
• Proven track record in revenue management, exceeding market share and sales targets.
• Must be a results oriented, hands-on leader with high ethics, personal accountability and a proven track record of being an exceptional communicator, coach and mentor to ensure high performance and superior customer service delivery.
• Must be able to delegate responsibilities, organize projects, and establish priorities consistent with hotel objectives.
EDUCATION/EXPERIENCE:
Four-year college degree is preferred but not required and/or equivalent work experience. Special consideration will be given to those who exhibit exemplary performance.
Certification and/or License Requirement:
Valid provincial driver's license.
Alcohol awareness certification.
Certifications as required by franchise.
SKILLS:
• Analytical and problem-solving skills, developed through researching, evaluating and presenting arguments and data;
• IT skills to collect, analyse and present information in spreadsheets and databases;
• Oral and Written communication skills;
• Negotiation and teamwork skills, developed through working both independently and on group projects;
• Leadership and delegation skills gained through group work.
• Attention to detail;
• Planning and organizational ability;
• Customer Service skills;
• Ability to deal with all levels of management & staff in a professional manner.
• Strong Accounting knowledge
• Ability to work within deadlines.
RELATIONSHIPS:
Internal: All hotel departments and employees: For leadership, communication and effective
operations.
External: Account Executives: To promote business.
Hotel Guests: To retain business.
WORKING CONDITIONS:
• Will be required to work nights, weekends and holidays
• Will be required to work in fast paced, stressful environment
• Will be required to be on call when away from work
• Ability to travel regularly/operate own vehicle