Job Details
Summary:
The term "bench" indicates this individual is not assigned permanently to any one hotel. Instead, he/she is assigned on a temporary basis to provide leadership to hotels with vacancies or the need for additional leadership staffing.Oversees two or more departments in the hotel. Accountable for achieving budgeted revenues/profits, while maintaining the operational and service standards prescribed by Hotel as well as those prescribed by White Lodging.
Responsibilities
Provide the highest quality of service to the customer at all times and ensure associates do the same.
Able to run the Perfect Shift, using checklists and/or calendars for success.
Manage and coordinate the activities of hotel staff.
Able to carry out supervisory duties for any department under the Operations Manager (i.e. Front Desk, F&B, Housekeeping, etc.)
Interpret company policies and provide a safe work environment by ensuring compliance with safety programs and job safety analysis.
Ensure adherence to the Guarantee of Fair Treatment Policy.
Source talent, interview applicants, facilitate orientation, and train new associates. Conduct ongoing training to increase job knowledge and skill level.
Coach and counsel associates to encourage positive behaviors and correct negative behaviors.
Analyze and resolve work problems or assist associates in solving work problems.
Initiate or suggest plans to motivate associates to achieve related goals.
Monitor uniform standards to ensure compliance with the Standards of Appearance.
Comply with all regulations and guidelines for Human Resource tasks.
Recommend or initiate personnel actions, such as promotions, transfers, discharges and disciplinary measures.
Be knowledgeable of associate benefits procedures and administration. Guide or direct associates to benefits information.
Ensure proper hiring practices comply with eVerify, I-9, ADA and EEO requirements.
Monitor service trends by speaking with guests, reviewing written guest comment cards, and guest tracking information to ensure service standards are achieved.
Review individual guest surveys, guest satisfaction reports, online reviews, verbal comments, and the service recovery/defect tracking.
Resolve all service issues via written communication or phone calls to complete the satisfaction of the customer.
Empower and teach all associates how to resolve guest questions and/or complaints.
Recognize associates for demonstrating outstanding service initiative with guests and fellow associates.
Coordinate implementation of service strategies at the hotel level. Ensure service strategies align with White Lodging Services Pledge and the Brand's service strategy.
Support development of new business by creatively resolving special customer requests through making sound business decisions, passing on leads, conducting tours, making sales calls, and actively participating with community organizations.
Review inventory control and selling strategy multiple times a day. Monitor house count to ensure rooms are ready for guests at checkin.
Ensure hotel staff understands national sales and marketing programs and promotions at the hotel level.
Ensure accounting policies are in place.
Perform hands on duties as needed.
Input and reconcile invoices.
Ensure all equipment is maintained in accordance to the service standards and outages are reported and resolved in a timely manner.
Responsible for management systems - accounts payable, accounts receivable, payroll, scheduling, etc.
Ensure effective and ongoing training and development plan is in effect, especially regarding the effective use of all confidential systems.
Ensure compliance with all SOPs, brand procedures, and White Lodging procedures.
Ensure associates follow safe working procedures.
Responsible for passing safety and brand audits.
Ensure food safety and sanitation.
Complete room inspections and property walks.
Ensure compliance with liquor laws and regulations.
Act as primary contact with vendors for supplies.
Associate must adhere to all work rules, procedures, and policies established by the company, including, but not limited to, those contained in the associate handbook.
Associate must perform other managerial duties as assigned, of which the associate is capable
Must be able to work flexible hours and be on call 24-hours a day if an emergency arises
Work nights, weekends, and holidays as necessary.
Other Information
COMPETENCIES
Job Knowledge
Flexibility/Adaptability
Quality of Work
Perseverance
Quantity of Work
Organization Skills
Guest Focus/Customer Service
Effort
Reliability/Dependability
Judgment/Problem Solving
Motivation/Initiative
Cooperation/Teamwork
SKILLS
If responsible for F&B, be food safety certified.
Familiar with eVerify, I-9, ADA and EEO requirements.
EDUCATION/EXPERIENCE
Minimum 2 year college degree or equivalent work experience required.
WORKING CONDITIONS
Lift, carry or otherwise move up to 10 lbs. regularly.
Lift, carry or otherwise move up to 50 lbs. occasionally with assistance.
Follow proper moving and lifting procedures identified in Departmental Orientation Handbook.
Regularly required to stand; sit; walk; reach; use hands to finger, handle or feel; talk and hear.
Location Code: A75