Hotel Manager

As Hotel Manager, you’ll keep our hotel running smoothly and make sure everything is working well and all our guests are safe and comfortable. You’ll maximise financial returns, driving development of people, creating and maintaining a unique guest experience, executing brand standards, in-charge of operational departments (Food and Beverage Service and Kitchen, IT, Engineering, Front Office, Risk and Housekeeping) and building awareness of hotel and brand in the local community. Act as the General Manager in his/her absence.Your day-to-day

· Establish and implement appropriate service recovery guidelines in order to ensure complete guest satisfaction.

Respond to guest complaints or concerns in a prompt and professional manner

· Review guest feedback and implement strategies for continuous improvement

· Communicate to appropriate departments all pertinent information requirements and special needs for arriving VIP’s, large groups, and other key guests

· Lead marketing efforts to up sell guests on hotel services, offerings, and amenities

· Ensure a safe and secure environment for guests, team members and hotel assets in compliance with the hotel’s or owner’s policies and procedures and regulatory requirements.

Maintain relations with outside contacts

· Comply with federal, state and local laws regarding health, safety and alcohol services

· Maintain a focus and commitment to operating a “green” hotel

· ·Perform other duties as assigned.

May also serve as manager on duty

· Manage everyday activities, plan and assign work ensuring you always have the right staffing numbers

· Develop your team and improve their performance through coaching and feedback, and create performance and development goals for colleagues - recognise good performance

· Train colleagues to make sure they deliver with compliance and to the standards we expect and have the tools they need to work efficiently

· Recommend or initiate any HR elated actions where needed

· Drive a great working environment for teams to thrive – connect departments to create sense of one team

· Oversee the day-to-day operations and assignments of the hotel staff; assist the General Manager in the development and communication of departmental strategies and goals.

Communicate and enforce policies and procedures

Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management

· Help the General Manager in the development, implementation and monitoring of financial and operational plans for the hotel.

Provide regular direction and manage hotel operations for all departments.

· Monitor and report variances against budget and control labour costs and other expenses.

· Make recommendations for capital improvements to enhance the assets of the hotel and/or company and brand loyalty

· Foster positive owner relationships if applicable and assist in providing ongoing information and status reports

· Assist General Manager in the development, implementation and monitoring of financial and operational plans for the hotel which support the overall objectives of the company.

Provide regular direction and oversee hotel operations as follows:

1.

Front office, revenue, and reservation functions to ensure the delivery of superior guest services, the security of monies, credit card transactions and guest information, and that established goals are achieved.

2.

Food and beverage departments to ensure standards of operation and quality are maintained and food and beverage profit and revenue goals are achieved.

3.

Housekeeping and Maintenance functions to ensure compliance with quality and brand standards in all areas of the hotel as it relates to appearance, cleanliness, and levels of maintenance and repair; ensure preventative maintenance programs are in place to protect the physical assets of the hotel.

4.

The Risk/security function to ensure a safe and secure environment for guests, employees, and hotel assets.

5.

Sales functions to ensure that goals are established and achieved to meet the hotel’s overall financial objectives.

· Develop, manage, and foster positive owner relationships if applicable and provide ongoing information and status reports.

· Interact with outside contacts:

1.

Guests – to ensure their total satisfaction

2.

Owners and/or Principals – regarding operational updates and current issues

3.

Vendors – to resolve any vendor performance issues, etc.

4.

Regulatory agencies – regarding safety and compliance matters

5.

Other contacts as needed (Professional organizations, community groups, local media)

6.

Perform other duties as assigned.

What we need from you

· Bachelor’s degree / higher education qualification / equivalent in Hotel Administration, Business Administration

· 3 years’ guest service/hotel experience with at least two years in a supervisory capacity, or an equivalent combination of education and experience.

· Previous extended stay experience or experience in a hotel of similar size and complexity preferred

· Must speak fluent English.

· Other languages preferred

· Comply with Hotel Rules and Regulations and provisions contained in the Employment Handbook

· Comply with Company Grooming Standards at all times to portray a professional image of self and the hotel.

· Comply with Time and Attendance Policies set by the hotel.

· Actively participate in training and development programs and maximize opportunities for self-development

· Demonstrate understanding and awareness of all policies and procedures relating to Health, Hygiene and Fire Life Safety

· Familiarize yourself with emergency and evacuation procedures

· Ensure all security incidents, accidents and near misses are always logged in a timely manner and brought to the attention of the Line Manager

· Comply with the Company’s Corporate Code of Conduct

· Familiarize self with the company values

· Perform all tasks as directed by the Manager in pursuit of the achievement of business goals

How do I deliver this?

We genuinely care about people and we show this through living out our promise of True Hospitality each and every day.

It’s what connects every colleague in all hotels.

Each hotel brand delivers Hospitality services in their own way, and at the heart of it all are specific, core service skills.

· Being caring, wanting to make a positive difference, and building genuine connections with guests

· Confidence: having the knowledge and skills to perform your role, and giving guests the confidence that they can trust you, to help and support them during their stay

· Listening: focusing on what your guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs

· Responsiveness: is about providing guests with what they need, and doing so in a timely and caring manner