Location: Syracuse,NY, USA
Responsible for supporting all aspects of the operation including guest and employee satisfaction, human resources, financial performance, sales and revenue generation and delivering a return on investment. Assists the General Manager in leading the team in the development and implementation of property-wide strategies. Ensures implementation of the brand service strategy and brand initiatives with the objective of meeting or exceeding guest expectations. Builds relationships with key customers. CANDIDATE PROFILE Education and Experience •High school diploma or GED; 4 years experience in the guest services, front desk, housekeeping, or related professional area. OR •2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years experience in the guest services, front desk, housekeeping, or related professional area. CORE WORK ACTIVITIES Assisting the Operational and Financial Management of the Property •Ensures that all brand standards are being maintained in each area of the property. •Ensures all team members meet or exceed all brand requirements. •Oversees the operation of the all property departments. •Promotes both Guarantee of Fair Treatment and Open Door policies. •Ensures a viable key control program is in place. •Maintains current licenses and permits as prescribed by local, state and federal agencies. •Provides a safe working environment in compliance with OSHA/MSDS. •Oversees all finance and accounting functions, including, but not limited to, accounts payable, accounts receivable, petty cash, payroll and ordering procedures, end of period, banking procedures •Review financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement. •Complies with all corporate accounting procedures. •Performs required annual Quality audit with GM and RD. Supporting the Management and Development of Departmental Teams •Stays readily available/approachable for all employees. •Extends professionalism and courtesy to employees at all times. •Leads by example demonstrating self-confidence, energy and enthusiasm. •Assists/teaches team managers scheduling (using Scheduling Tool) against guest and hours/occupied room goals. Makes sure that staffing levels are appropriate to exceed guest expectations. •Sets clear performance expectations with the General Manager. •Assists team supervisors with constructive coaching and counseling. •Solicits feedback for continuous improvement. Managing the Guest Experience •Extends professionalism and courtesy to guests at all times. •Motivates and encourages staff to solve guest and employee related concerns. •Provides excellent customer service by being readily available/approachable for all guests. •Takes proactive approaches when dealing with guest concerns. •Assists employees in understanding guests ever-changing needs and expectations, and how to exceed them. •Takes proactive approaches when dealing with employee concerns. MANAGEMENT COMPETENCIES Leadership •Adaptability - Determines how change impacts self and others; displays flexibility in adjusting priorities; and communicates both thereasons for change and how it impacts the workplace. •Communication - Customizes approach to conveying complex information and ideas to others in a convincing and engaging manner; appropriately interprets verbal and non-verbal behavior; and models active listening to ensure understanding.. •Problem Solving and Decision Making - Models and coaches others on breaking complex issues into manageable parts, identifying and evaluating alternatives and their implications before making decisions, and involving and gaining agreement from others when making key decisions. •Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required. •Customer Relationships - Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company's service standards. •Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential. General Hotel Operations - Required Knowledge of the operating principles and practices of all brand/hotel-specific functions to support successful operations of the overall property (e.g., Engineering/Maintenance, Event Management, Finance and Accounting, Human Resources, Legal/Contracting, Food and Beverage, Guest Services/Front Desk, Sales & Marketing, Security/Loss Prevention. We are an equal opportunity employer. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)