JOB SUMMARY
Ensure 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 focusing on hotel profitability through revenue generation, cost control, guest satisfaction, and employee development.
QUALIFICATION STANDARDS
Education & Experience:
- At least 5 years of progressive experience in a Rooms or F&B department at a hotel; or a 4-year college degree with 2-3 years of experience in a Rooms or F&B department; or a 2-year college degree with 3-4 years of experience.
- Previous supervisory experience required.
- Proficiency in Windows Operating Systems.
Physical requirements:
- Long hours sometimes required, typically a 50-hour workweek.
- Light work involving exerting up to 20 pounds occasionally and 10 pounds frequently.
- Ability to stand during entire shift.
Mental requirements:
- Ability to evaluate and select among alternative actions quickly and accurately.
- Work well under stress and high-pressure situations.
- Maintain composure and objectivity under pressure.
- Handle workplace problems effectively, including anticipating, preventing, identifying, and solving issues.
- Ability to assimilate complex information from various sources and adjust accordingly.
- Effective listening, understanding, and communication skills.
- Ability to work with and understand financial data and perform basic arithmetic.
Requirements
DUTIES & FUNCTIONS
Essential:
- Approach all interactions with guests and employees in an attentive, friendly, courteous, and service-oriented manner.
- Maintain regular attendance as per Avion Hospitality standards.
- Maintain high standards of personal appearance and grooming, including adherence to dress code and wearing a nametag.
- Ensure compliance with all hotel standards, regulations, and safety procedures.
- Complete required certifications such as Food Handlers, Alcohol Awareness, CPR & First Aid.
- Supervise and support hotel departments in the absence of the General Manager, including communication and correction of deficiencies.
- Use training materials to develop operational knowledge across departments.
- Assist in revenue generation and participate in sales activities.
- Contribute to employee development through training programs and regular meetings.
- Create an environment empowering employees to ensure guest satisfaction.
- Assist in financial reporting and meet deadlines.
- Participate in scheduled MOD coverage.
- Ensure service standards training is conducted in each department.
- Oversee recruiting, hiring, and training based on occupancy.
- Manage weekly front desk meetings and oversee accounts receivable/payable, payroll, and month-end processes.
- Promote a positive, team-oriented environment focused on guest service.
- Ensure adherence to Preventative Maintenance and Deep Cleaning programs.
- Maintain attentive, friendly, and efficient interactions with guests and staff.
- Familiarize with and ensure compliance with SOPs across departments.
- Maintain professional relationships and open communication lines.
- Support operational needs during peak periods.
- Ensure fair treatment of employees and complete mandatory training modules.
- Potentially require relocation for promotional opportunities.
Marginal:
- Be present in public areas during peak times to greet guests and offer assistance.
- Handle hotel safe procedures and conduct monthly safe audits.
- Ensure scheduled meetings occur on the property.
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