Lodging Manager

JOB SUMMARY

The Lodging Manager leads the Nantahala based Housekeeping In-Room Lead, Night Security and Staff Housing Inspections (seasonally). The successful candidate will create and modify processes that ensure that the Guest experience is positive and a priority. The position will own the guest experience from lodging booking through check-out. The Manager will directly own repeatable processes that allow for each staff to understand their specific roles in delivering the guest experience and ways to measure through audits and regular feedback. Working together with other departments the manager will clearly and effectively communicate and successfully lead NOC Lodging. The Lodging Manager will lead through NOC’s Core Values and drive forward it’s mission and vision in relation to the Guest experience and employee expectations.

Responsibilities

Process and Procedure Creation

• Within the first 90 days:
  • Create Inventory controls and processes from product use to ordering
  • Working with the Housekeeping In-Room Lead, create a cleaning and scheduling process and checklist that can scale based on business needs. Making sure accountability is in place and all areas have the dedicated time allotted to properly clean each specific area
  • Create an audit process that daily ensures locations are cleaned to expectation
  • Evaluate current processes of night security and make suggested improvements
• Create a process to collect all capital improvement needs throughout each year
• Set expectations for all new housekeeping staff on standards and working with Housekeeping In-Room Lead, create/train to a specific process for cleaning each location
• Create the weekly housekeeping schedule based on weekly/daily needs
• Place all furniture/fixtures on regular replacement cycle to ensure each are kept up to a specific working order and replaced when broken early
• Suggest new ideas to improve staff housing and life while living at the NOC for the season
• Make sure all processes, handbook and other rules and regulations are followed

Interdepartmental Communication

• Evaluate night security report and pass along necessary information to department heads
• Work directly with repair and maintenance to report and track the ongoing upkeep and improvements to each location being cleaned and inspected. Work with manager on long term planning of capital projects
• Work with the guest relations office to make sure each reservation is booked appropriately, communication flow to/from guest occurs and information is communicated accurately. Review guest feedback/respond, so reservationist can accurately follow-up in a timely manner. Report damages made by guest directly
• Maintain relations with group sales to understand group needs and communicate any internal information needed to provide a great guest experience
• Work closely with human resources to communicate staff housing concerns and monthly reports on staff housing needs and ideas for improvement
• Work with the vehicle shop to communicate needs and address issues with housekeeping vehicles
• Other departmental managers where appropriate to ensure proper communication across the NOC

Budget, Forecasting, Measurement

• Create annual budget with director and throughout the year, ensure it is being held to
• Evaluate ways to reduce costs in supplies and other areas without diminishing service/standards
• In season, run weekly key performance indicators for the department to determine how each area is functioning to both guest experience and financial expectations
• Approve all weekly payroll through ADP

Operational Execution

• Oversee Housekeeping In-Room Lead making sure that the position is fully supported with what is required to perform to expectation
• Schedule at least two deep cleanings a year across all lodging and evaluate needs to improve in room housekeeping service and repair and maintenance
• Throughout the season, conduct monthly staff housing inspections to ensure standards/expectations are being adhered to and problems are outlined to HR and R&M as appropriate
• Constantly evaluate opportunities to enhance the Guest experience
• Assist in the recruiting of qualified candidates to fill roles in lodging
• Order linens/towel/supplies based on necessary inventory levels
• Own the guest check in process to make sure Guest are able to clearly and safely check in to their rental units

Supervision and Support

• Conduct employee performance evaluations as prescribed and ensure that all employees are trained for their positions to maximize service, production and efficiency; Control staffing, maximize profits, control costs and insure the security of the operation; Clearly describe, assign, and delegate responsibility and authority for the operation; Conduct appropriate meetings and coordinate with the other department heads to insure that proper communication leads to guest satisfaction and maximum profit and productivity.
• Ensure that employees are upholding the organizations core values
• Coordinate with staff regarding time-tables, work schedules, payroll limits, OSHA laws and federal/state employment policies
• Accountable for responsibilities of direct reports in his/her absence
• Ensure each job function is implemented appropriate to operating procedures

Qualifications

Education:

• Bachelor’s Degree or equivalent education/experience preferred.
• Preferred course of Study: Business Administration, Hospitality, Tourism, Hotel Administration or related

Experience:

• 5 years Housekeeping leadership experience with a capability for demonstrated financial and business acumen
• Previously owned/operated housekeeping services preferred
• A visible, proactive, personally involved leader with excellent organization and project management background is required
• Working with a variety of reservation systems, maintenance management software and Microsoft products including Word, Excel, Outlook

The above noted job description is not intended to describe, in detail, the multitude of tasks that may be assigned but rather to provide a general sense of the responsibilities and expectations of this position. As the nature of business demands change, so too may the essential functions of this position.

Please note that as an employer with over 100 employees, NOC will be required to comply with any OSHA Vaccination and Testing Emergency Temporary Standard should that standard be enacted.

The Nantahala Outdoor Center (NOC) is dedicated to the principles of equal employment opportunity in any and all terms, conditions or privileges of employment including hiring, promotions, termination, training and compensation. The NOC does not discriminate against applicants or employees on the basis of age, race, sex, color, religion, national origin, disability, veteran status, sexual orientation, gender identity or expression, genetic condition or any other status protected by federal, state or local law, where applicable. Furthermore, the NOC is committed to a work environment free of discrimination and harassment through respecting and valuing the diversity among employees and all those with whom the NOC does business.