SUPERVISES DIRECTLY: All Front Desk Agents, Night Auditors, Housekeeping and Breakfast Attendants.
Benefits/Perks of Working With Us: Upon joining Real Hospitality Group, associates are offered competitive compensation, career growth opportunities, flexible access to wages, holiday, sick and vacation pay, health, dental and vision insurance, employer paid life, accidental death, and dismemberment insurance, an employee assistance program, a 401k, and many associate discount options.
Purpose for the Position: To assume full responsibility for the management of the day-to-day and long-term hotel guest reception, reservations and telephone service operations, while maintaining established revenue, expense and quality standards. To work with the Assistant General Manager to ensure an efficient operation that provides levels of service that consistently exceeds visitor, guest, and ownership expectations. To support the Front Office, Housekeeping, Engineer and F&B daily based on needs. Project based within the week, within the day will support and step in for allotments of time. Manage facets of respective departments in the absence of the Department Managers, ensuring high levels of cleanliness, guest service and satisfaction throughout the Hotel. This includes guestrooms, hallways, lobbies, public areas, rest areas, storage, and work areas.
To ensure that guests are greeted, checked in, and allocated to rooms promptly and courteously.
To ensure that check-in procedures are strictly adhered to and that the correct address and charge out details are obtained from each guest.
To be readily available at all times to deal with problems or complaints.
To ensure that rooms have been serviced and maintained to the standards established by the Company.
To ensure maximum room occupancy within agreed overbooking policy.
To ensure effective liaison between reservations and front office staff with other departments (e.g. Housekeeping).
To ensure that all charges are correctly entered on the guest’s bill and that this is up to date at all times.
To ensure that credit control procedures are strictly adhered to, that no bills exceed the stipulated limit without prior approval and that written confirmation, purchase orders, or order numbers are on file.
To ensure that accounts are balanced daily.
To ensure effective and speedy check-out procedures.
To ensure that luggage is delivered to and collected from rooms speedily.
To ensure that inquiries, messages, theatre bookings are dealt with courteously and efficiently.
To ensure that all Front of House staff are correctly dressed at all times.
To ensure that all Front of House areas are clean and orderly at all times.
To ensure that newspapers and parcels are delivered to rooms without delay.
To ensure that incoming and outgoing telephone calls are handled promptly and courteously.
To ensure maximum security of all items left in safety deposit boxes.
To ensure that the Hotel entrance is easily accessible to cars and taxis at all times.
To hold regular performance appraisals with all staff, identifying areas for development and training needs and ensuring that this training is affected.
To carry out or ensure that regular On-the-Job training is taking place to agreed standards.
To ensure that the most suitably qualified person is appointed in the event of a vacancy – wherever possible this should be an internal promotion.
To ensure maximum security in all areas under your control.
To act as Manager on Duty when required.
To attend Management Meetings as required.
To ensure accurate and timeliness submission of all reports and administrative work.
To monitor trends within the industry and make suggestions how these could be implemented.
To be familiar with all local Civil Defense measures.
To ensure that staff under your control are trained in Civil Defense measures.
Takes responsibility of supervising the Food & Beverage outlets (café) in the absence of the Food & Beverage Supervisor.
Supervises Housekeeping staff: participating in associate performance evaluations, training and development.
Assists the Housekeeping Manager in the development of the department’s annual budget.
Participates in cost control systems for staffing, inventories, (linen, terry, OS&E and cleaning supplies.
Enforces policies and procedures in the department.
Ensures quality services are rendered in meeting guest needs and that guest relations are enhanced.
Directs hourly associates in all areas of the department.
Prepares daily assignment sheets for all Housekeeping associates in the absence of Executive Housekeeper.
Maintains cleanliness quality based on hotel objectives.
Inspects, monitors and maintains level of cleanliness in all assigned guest rooms.
Reports all unsatisfactory conditions to the Room Attendant assigned and takes personal responsibility to ensure that actions are taken to remedy any substandard cleanliness or maintenance related conditions in each guestroom.
Assumes responsibility for the guest feedback and guest service scores in all departmental related indices.
Inspects monitors and maintains level of cleanliness in event areas, storage areas, restrooms and public areas and offices.
Maintains productivity and labor cost goals.
Checks all vacant rooms and spaces, public spaces, storage areas and rest areas each day.
Maintains departmental key control.
Maintains deep cleaning program.
Monitors electric, gas, oil and water consumption on a prescribed basis.
Supervises assigned associates: Hiring, terminations, performance evaluations, and development.
Coordinates with security to maintain key inventory for all locks.
Trains hotel staff in emergency procedures.
Aids and instructs craftsmen in scheduling work, ordering material, and completing assignments by a specified date.
Develops and maintains an ongoing maintenance program for guestrooms, meeting rooms, public space back of house spaces, kitchens and all hotel equipment.
Ensures cleanliness and orderliness of all workspace and storage areas.
Conducts monthly department meetings.
Participates in revenue calls, giving insight about ancillary revenues.
Maintains GSS/Marriott commentary weekly reporting.
Complete projects as determined by the Assistant General Manager.
To do this kind of work, you must be able to:
Read and interpret business records and statistical reports.
Use mathematical skills to interpret financial information and prepare budgets.
Analyze and interpret established policies.
Understand government regulations covering business operation.
Make business decisions based on production reports and similar facts as well as on your own experience and personal opinions.
See differences in widths and lengths of lines such as those on graphs.
Deal with the general public, customers, associates, union and government officials with tact and courtesy.
Plan and organize the work of others.
Change activity frequently and cope with interruptions.
Speak and write clearly.
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