• Assists and responds to guests in a friendly and positive fashion, while providing the highest level of service to the guest.
• Addresses guest needs and concerns in a proactive and effective manner.
• Sets a strong example for other associates through exemplary guest service.
• Works with sales team to ensure needs of negotiated accounts and groups are met in an organized and effective fashion.
• Communicates the needs of clients as identified on Group Resumes and BEO’s to appropriate hotel staff. Comfortable in taking sales calls or performing walk in tours when necessary.
• Encourages Guest Services Associates to pass on leads and referrals to the Sales Team.
• Works with the General Manager to identify potential obstacles to exemplary service.
• Uses available tools and knowledge to suggest ideas to maximize guest satisfaction scores.
• Communicates results from guest satisfaction surveys with hotel team and addresses needs and trends
• Works with hotel team to maintain guest satisfaction scores that are within the range deemed acceptable by the brand.
• Manages expenses according to budgeted/forecasted guidelines
• Responsible for payroll.
• Adjusts expenditures according to fluctuating business needs
• Responsible for assisting with the ongoing training and development of hotel associates and maintaining all necessary training records.
• Ensures the new hire training process effectively prepares new team members for their positions. Analyzes current training programs and adjusts as needed.
• Implements new CSM and brand training initiatives
• Utilizes training resources effectively and ensures all training requirements are met.
• Responsible for effectively interviewing, hiring, coaching and developing hotel associates.
• Prepares and conducts annual employee reviews
• Motivates hotel staff by setting goals, providing ongoing feedback and rewarding/recognizing employees.
• Promotes fair treatment and open door policies with all associates.
• Responsible for effective self/workload management and adjusting personal work schedule as dictated by business needs.
• Demonstrates clear and effective written and verbal skills.
• Promotes a productive, professional and collaborative work environment.
• Provides clear direction to the hotel team.
• Plays an active role in leading daily team meetings and weekly/monthly departmental/hotel meetings to ensure proper communication and planning occurs.
• Assists in conducting routine inspections of the hotel operation/building
• Ensures OSHA/SDS Management and Compliance.

Education: High school diploma or GED required.

Competencies/Skills Preferred: Prefer multi department knowledge/experience. Should possess strong leadership skills. Outstanding organizational skills, the ability to quickly identify priorities and flexibility in assuming additional responsibilities and goals according to the needs of the hotel are essential to the position.

PTO, Holidays, 401K match, Health Benefits package.