Hospitality Manager

The Hospitality Manager (HM) is the department leader of the housekeeping and serving team members and oversees all aspect of a healthy, well functioning department. The HM is the guardian of the cleanliness, flow, comfort, and ambiance of the various facilities of Red Horse as well as how the guests experience those environments. The HM runs the continual training of team members on daily operations, procedures, and the core values of Red Horse Mountain Ranch.

Responsibilities Include:

Lead the Hospitality Team Members

• Train on procedures, policies, and what it looks like to be a successful team member at Red Horse using the department manual

• Run team meetings

• Use the Ranch Mission Statement and Core Values to lead your team

• Be the example of what you want them to be

• Do follow up trainings at least once a week to address issues that come up

• Run daily check-ins to insure proper communication and clarity

• Provide useful feedback throughout the season to all team members to help them grow and succeed at their positions

• Guide your team with any conflict resolution needed

• Grow yourself as a leader so you can better understand how to lead your team

• Talk with other department heads on any topics you may need guidance on

• Write schedules for housekeeping and serving team members and help find someone to fill in if something comes up

• Ensure that the team members are operating safely and in accordance with the Idaho Food Code

Guest Experience

• Ensure all guests feel welcomed at all times

• Create harmonious environments in facilities that make guests feel at ease, comfortable, safe, and welcomed

• Watch for social cues to see if a guest is not having a good experience and correct issue

• Accommodate special requests made by guests

• Predict and exceed expectations

• Create moments guests will remember the rest of their lives

• Handle all conflicts with grace and respect

• Take other guest requests to appropriate team leader to be fulfilled

• Make sure all buildings and spaces leading up to buildings are beautiful and well kept. Reporting anything effecting the guest experience outside of Hospitality department to appropriate department leader.

• Help team come up with and implement ideas for our “Unreasonable Hospitality” program

Administrative

• Inventory of all items and ordering

• Data entry using google drive

• Writing and re-writing team member work schedules

• Schedule self to work alongside team in various shifts

• Editing, printing, and copying needed documents and signs

• Staying in your department budget

• Research pricing on inventory items

• Schedule outside contractors for needed services

Housekeeping

• Oversee all procedures, tasks, and checklists regarding guest laundry, ranch laundry, the cleaning of lodge, cabins, and other facilities according to manual

• Re-Training as needed

• Complete housekeeping duties outlined in Hospitality job description

Serving

• Oversee all procedures, tasks, and checklists regarding serving according to manual

• Re-Training as needed

• Complete serving duties outlined in Hospitality job description

• Help the kitchen manager oversee the bar operations

Other Responsibilities

• Report projects you need help with to maintenance

• Perform small maintenance tasks yourself

• Decorations in lodge and cabins

• Some landscaping duties as needed

• Follow shut down and deep clean procedures for housekeeping and serving

• Organize various work stations and create systems to improve flow, efficiency, and tidiness

• Always be thinking of ways to improve efficiencies

• Greet new hires at the ranch when they arrive and show them to their housing

• Be direct contact for new hire’s questions and respond quickly to them

• Collect proper employment information from them if needed

• Update staff list with current name, email, phone, start and end dates and other useful information about your team

• Check email and phone messages several times a day

• Respond promptly to conversations and emails

• Help in other departments as needed

• Research other ways of doing things by talking with other ranches or kitchens

• Updating documents

• Update Manuals with improved procedures and policies

• Work with other department managers in how to improve systems

• Attend and participate in weekly meetings

• Grow as a leader by reading, listening to podcasts, or talking with others

• 
  A passion and a gift to lead others and a willingness to continue to learn and be coached

• Complete service requests for an exceptional guest experience in cleaning, laundry, and serving.

• Physically fit and capable of all Housekeeping/Server duties

• Courteous and professional at all times

• Work with minimal supervision and take directions from a supervisor

• Able to demonstrate good communication skills and customer relations

• Work as a team player

• Be able to maintain a safe and clean work environment.

• Be able to demonstrate good, sound judgment.

• Be able to lift 50 pounds and work long hours.

• Must wear appropriate uniforms and maintain a neat/clean appearance

• Must be a US Citizen or possess a current and appropriate working visa.

• Hold a valid drivers license

• Must be at least 21 years of age.