Hotel Manager

Summary of Position

The Hotel Manager HM position is responsible for oversight, direction, and leadership of the daily operations of the Front Desk and Housekeeping Departments. This position develops, implements, promotes and follows through on actions and activities to achieve the hotel's goals for guest service and business revenues. This position is a "Results Oriented" position. This individual must have the ability to easily and willingly adapt to changes of policy, procedures, or work environment. A primary duty is to adhere to established reporting guidelines consistently, completing all projects assigned in an accurate and thorough manner.

Essential Duties and Responsibilities

• This position is empowered to guarantee total guest satisfaction.
• Display hospitality and professionalism to our guests at all times.
• Assure that all transactions with guests are handled in a legal, ethical manner.
• Project a favorable image of The Ridges Resort to the public at all times.
• Treats guests, vendors, customers and co-workers with professionalism and respect at all times.
• Complete Departmental and Ridges Way training as assigned.
• Maintains a clean and neat appearance at all times. A complete uniform (or business dress for non-uniformed associates) must be worn at all times in public areas, including name tag.
• Have a thorough knowledge of emergency procedures.
• Ensures our hotels guests are provided with friendly, courteous, and attentive service at all times.
• Maintains the highest level of professionalism in personal activities and appearance at all times.
• Ensures all Front Desk and Housekeeping Associates are trained in Life Safety & Fire Safety procedures.
• Identifies, Develops and Initiates all actions necessary and appropriate to achieve established guest service goals, business revenue goals, and cost efficiencies for the hotel.
• Proficient in functionality of Property PMS Systems, MS Word, and MS Excel.
• Ensures the company's cash handling procedures are adhered to at all times.
• Directs the Hotels Guest Service culture through understanding, training, supporting and participating in all aspects of providing our hotels guests with Superior service
• Service to consistently achieve a score that is above the brands average.
• Traces VIP & Loyalty Program guests for arrival, room assignments, and amenities.
• HM must plan personal and associates work schedules to meet needs of business levels present in hotel within established budgetary cost guidelines.
• Maintains all work areas in a neat and clean manner.
• Maintains organization of par levels, office supplies, record keeping, filing, reference materials, and correspondence.
• Prioritizes work tasks, and department responsibilities towards consistently successful completion.
• Responds to guest contacts for assistance and information in a courteous and timely manner to bring about resolution acceptable to guest(s).
• Reviews and confirms successful completion of daily operations reports.
• Actively and consistently directs Front Desk Associates activities towards increasing daily room sales and cleanliness standards and results for hotels business.
• Ensures daily check lists are completed and holds Associates accountable
• Prepares and distributes internal/external correspondence, forms, rooming lists, event schedules, and mail in an accurate and timely manner.
• Monitors Group Reservations to ensure rooming lists are received by cut-off date and properly entered in Property PMS System, with copies inserted in Front Desk Group Resume Book.
• Participates in the hotel's Manager on Duty program (once trained on responsibilities).
• Any other duties directed by the Vice President
• Maintains all Front Desk and Housekeeping inventories to necessary levels for successful operations.
• Ensures all local, state, corporate, and Ridges standards are adhered to
• Prepare Front Desk and Housekeeping schedules.

Supervisory Responsibilities

Front Desk Staff AM/PM Shifts, Night Audit; Housekeeping Staff - Room Attendants, Laundry Attendants, House persons

Education and Experience

• High School Diploma required. (university degree in related fields preferred.)
• 3 years experience in a similar position
• Excellent interpersonal and organizational skills with a high degree of persuasiveness
• Excellent customer service skills
• Ability to handle multiple tasks with strict deadlines in a fast paced, dynamic work environment
• Must type at least 30 wpm and have high proficiency in MSWord, MSExcel
• Must possess strong organizational skills, accuracy in document preparation, and detail oriented.

Key Skills

• Excellent industry reputation and interpersonal communication skills.
• Must have analytical and problem solving expertise.
• A strong business orientation, capable of and comfortable with operating in an environment, which places high expectation on integrity and relationship building skills.
• A roll up the sleeves leader who is detail oriented with a strong work ethic.
• Someone who is creative yet has common sense and is practical in the real world.
• A good communicator, someone that will keep all parties informed in an organized, coherent manner.
• Must have basic knowledge of Microsoft Word, Excel, computers, and systems.
• Must have basic mathematical skills and basic calculator skills.
• Capability of building long-term relationships and being part of a rapidly growing business.
• Personal accountability and pride in results will be important for this executive to possess.
• Must have the ability to effectively deal with guests or associates in a friendly and positive manner. This involves listening to the nature of concern, demonstrating empathy with the customer, vendor, or associate and providing positive and proactive solutions.
• Must be proficient with computer and computer-generated data.