Job Type Full-timeDescriptionJOB SUMMARYEnsure guest satisfaction and the efficient operation of the hotel by supervising operating departments in the absence of the General Manager and/or the Manager on Duty. Assist the General Manager by continually focusing on achieving hotel profitability through revenue generation, cost control, guest satisfaction, and development of employees. QUALIFICATION STANDARDSEducation & Experience:
- At least 5 years progressive experience in a Rooms or F&B department Hotel; or a 4-year college degree and at least 2 to 3 years experience in a Rooms or F&B department at a Hotel; or a 2-year college degree and at least 3 to 4 years of experience in a Rooms or F&B department at a Hotel.
- Previous supervisory experience required.
- Must be proficient in Windows Operating Systems.
Physical requirements:
- Long hours sometimes required. Typically a 50 hour workweek.
- Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull, or otherwise move objects.
- Ability to stand during entire shift.
Mental requirements:
- Must be able to evaluate and select among alternative courses of action quickly and accurately.
- Must work well in stressful, high-pressure situations.
- Must maintain composure and objectivity under pressure.
- Must be effective in handling problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessary.
- Must have the ability to assimilate complex information, data, etc. from disparate sources and consider, adjust, or modify to meet the constraints of the particular need.
- Must be effective at listening to, understanding, clarifying and resolving the concerns and issues raised by coworkers and guests.
- Must be able to work with and understand financial information and data, and basic arithmetic functions.
- Must be able to convey information and ideas clearly.
RequirementsDUTIES & FUNCTIONSEssential:
- Approach all encounters with guests and employees in an attentive, friendly, courteous and service oriented manner.
- Maintain regular attendance in compliance with Avion Hospitality standards, as required by scheduling which will vary according to the needs of the hotel.
- Maintain high standards of personal appearance and grooming, which include compliance with Avion Hospitality's dress code and wearing a nametag when working (per brand standards)
- Comply and ensure adherence to Avion Hospitality standards and regulations to encourage safe and efficient hotel operations.
- Comply with certification requirements as applicable for position to include: Food Handlers, Alcohol Awareness, CPR & First Aid.
- Ensure the efficient operation of the hotel in the absence of the General Manager by supervising and supporting the Guest Services, Food & Beverage, Food Production, Engineering, Accounting, Sales and Housekeeping departments. Communicate and/or correct deficiencies in these departments in conjunction with the supervisor on duty.
- Use competencies from Avion & Brand training materials to develop self in all operational departments. Work with Department Heads to gain a good understanding of each position and how it affects the operation of the hotel.
- Assist the General Manager as needed in revenue generation programs. Participate in the sales effort by meeting on-site contacts for evening functions, greeting important clients and participating in sales calls with Sales Team members.
- Assist the General Manager in the development of managerial and hourly employees through the implementation of Corporate-approved training programs. Participate in (at a minimum) bi-weekly one-on-one's with the Department Heads to facilitate personnel development.
- Assist in creating an environment where employees make empowered decisions to ensure guest satisfaction. Follow up on all empowerment successes and opportunities with the appropriate Department Head.
- Assist the General Manager with the creation of financial reports as required by the Corporate Office. Meet all Corporate imposed deadlines as well as those imposed by the General Manager.
- Participate in required M.O.D. coverage as scheduled.
- Ensure that training in service standards is taking place in each department using the steps to effective training.
- Ensure recruiting, hiring and training for Guest Services based on occupancy
- Ensure weekly meetings with Front Desk to address oversell settings and react accordingly
- Oversee AR/AP, payroll, month end, etc.
- Assist in creating a positive team-oriented environment that focuses on the guest, through employee development and motivation.
- Ensure compliance with Preventative Maintenance and Deep Cleaning Programs through the daily and/or weekly inspection of rooms with the Housekeeping Manager and Property Engineer.
- Ensure that employees are at all times attentive, friendly, courteous and efficient in their interactions with guests, management and all other employees.
- Be familiar with S.O.P.'s in all Operations departments. Ensure that each department is in compliance or has developed an Action Plan for achieving compliance with S.O.P.'s.
- Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
- Support Operations departments during peak periods.
- Ensure that all employees receive fair and equitable treatment according to Avion Hospitality S.O.P.'s.
- Complete required corporate training modules, and become certified to train those as required.
- Generally a promotional opportunity will require relocation to another property.
Marginal:
- Be in the public areas during peak times, greeting guests and offering assistance as needed.
- Maintain procedures for handling of the hotel safe specifically with regard to security and initiate a monthly safe audit.
- Ensure that all scheduled meetings take place on the property