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POSITION SUMMARY

Ensure staff is working together as a team to ensure optimum service and that guest needs are met. Inspect grooming and attire of staff, and rectify any deficiencies. Complete opening and closing duties including setting up necessary supplies and tools, cleaning all equipment and areas, locking doors, etc. Inspect storage areas for organization, use of FIFO, and cleanliness. Complete scheduled inventories and stock and requisition necessary supplies. Monitor dining rooms for seating availability, service, safety, and well being of guests. Complete work orders for maintenance repairs.

Assist management in hiring, training, scheduling, evaluating, counseling, disciplining, and motivating and coaching employees; and serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Follow all company and safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager; and complete safety training and certifications. Ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets. Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Speak with others using clear and professional language. Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other employees. Ensure adherence to quality expectations and standards; and identify, recommend, develop, and implement new ways to increase organizational efficiency, productivity, quality, safety, and/or cost-savings. Read and visually verify information in a variety of formats (e.g., small print). Visually inspect tools, equipment, or machines (e.g., to identify defects). Stand, sit, or walk for an extended period of time or for an entire work shift. Move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance. Grasp, turn, and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye coordination. Move through narrow, confined, or elevated spaces. Move up and down stairs and/or service ramps. Reach overhead and below the knees, including bending, twisting, pulling, and stooping. Perform other reasonable job duties as requested by Supervisors.

PREFERRED QUALIFICATIONS

Education: High school diploma or G.E.D. equivalent.

Related Work Experience: At least 2 years of related work experience.

Supervisory Experience: At least 1 year of supervisory experience.

License or Certification: None

POSITION SUMMARY

Install, maintain, perform preventative maintenance on, and recommend replacement of tools, appliances, and equipment. Calibrate all controls, gauges, meters, etc. Identify, locate, and operate all shut-off valves. Order, mark, and stock parts and supplies as needed. Maintain inventory and purchase orders log. Inspect tools, equipment, or machines. Enter and locate work-related information using computers. Operate power lift. Complete the life safety checklist, including the fire-pump run test and generator run test. Inspect fire sprinkler valves and alarm systems. Assist in development of disaster response protocols. Respond and attend to guest repair requests.

Assist management in hiring, training, scheduling, evaluating, counseling, disciplining, and motivating and coaching employees. Follow all company and safety and security policies and procedures; report maintenance problems, safety hazards, accidents, or injuries; and complete safety training and certifications. Ensure uniform and personal appearance are clean and professional and maintain confidentiality of proprietary information. Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, and assist individuals with disabilities. Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other employees. Ensure adherence to quality expectations and standards; and identify, recommend, develop, and implement new ways to increase organizational efficiency, productivity, quality, safety, and/or cost-savings. Speak with others using clear and professional language. Visually inspect tools, equipment, or machines. Reach overhead and below the knees, including bending, twisting, pulling, and stooping. Move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance. Grasp, turn, and manipulate objects of varying size and weight. Stand, sit, or walk for an extended period of time. Move up and down stairs and/or service ramps. Perform other reasonable job duties as requested by Supervisors.

PREFERRED QUALIFICATIONS 

Education: Technical, Trade, or Vocational School Degree.

Related Work Experience: At least 2 years of related work experience.

Supervisory Experience: At least 2 years of supervisory experience.

License or Certification: None 

JOB SUMMARY 

Responsible for the analysis of revenue, profit and demand associated with hotel rooms and space inventory in a given market or cluster. Position prepares forecasts, budgets, weekly and daily projections and analyzes the progress of each. Develops and/or uses analytical tools and systems to maximize revenues and profit. Position critiques sales strategy effectiveness and prepares historical and future analysis of revenue and profit opportunities.

CANDIDATE PROFILE 

Education and Experience

• 2-year degree from an accredited university in Business Administration, Finance and Accounting, Economics, Hotel and Restaurant Management, or related major; 2 years experience in the revenue management, sales and marketing, or related professional area.

OR

• 4-year bachelor's degree from an accredited university in Business Administration, Finance and Accounting, Economics, Hotel and Restaurant Management, or related major; no work experience required.

CORE WORK ACTIVITIES

Analyzing and Reporting Revenue Management Data

• Identifies the underlying principles, reasons, or facts of information by breaking down information or data into separate parts.

• Generates and provides accurate and timely results in the form of reports, presentations, etc.

• Analyzes information, identifying current and potential problems and proposing solutions.

• Submits reports in a timely manner, ensuring delivery deadlines.

• Extracts and analyzes data in order to draw viable/actionable business conclusions.

• Provides revenue analysis functional expertise to general managers, property leadership teams and market sales leaders.

• Prepares forecasts of revenue, profit, demand and occupancy for rooms and function space – three-month and six month, long range and budget.

• Prepares revenue and profit opportunity analysis.

• Manages all revenue, profit and demand data associated with rooms and function space.

Executing Revenue Management Projects and Strategy 

• Takes a predetermined strategy and drives the execution of that strategy.

• Demonstrates knowledge of job-relevant issues, products, systems, and processes.

• Observes, receives, and otherwise obtains information from all relevant sources.

• Works with other people to gather the information necessary to manage projects, achieve goals, and resolve problems.

• Understands and accurately represents individual property needs.

• Provides recommendations to improve effectiveness of revenue analysis processes.

• Communicates brand initiatives, demand and market analysis to hotels/clusters/franchise partners/owners.

• Promotes and protects brand equity.

• Prepares sales strategy critique.

Building Successful Relationships

• Develops constructive and cooperative working relationships with others, and maintaining them over time.

• Provides targeted and timely communication of results, achievements and challenges to the stakeholders.

• Develops and manages internal key stakeholder relationships.

Additional Responsibilities 

• Informs and/or updates the executives and the peers on relevant information in a timely manner.

• Enters, transcribes, records, stores, or maintains information in written or electronic form.

JOB SUMMARY

Functions as the strategic business leader for the Sales and Marketing Departments of a cluster of properties and is responsible for property reactive sales (outside of Event Booking Centers), proactive account sales and segment sales, local and social catering sales, business travel sales, reservation sales and destination sales, if applicable. The position shares responsibility for achieving revenue goals, guest and employee satisfaction and the financial performance of the department. Implements the brand’s service strategy and applicable brand initiatives in all aspects of the sales process. Leads on-property sales functions for a cluster of properties to build long-term, value-based customer relationships that enable achievement of properties’ sales objectives. Evaluates the participation of properties in the various sales channels (e.g., Market Sales, , electronic lead channels, etc.) and develops strong working relationships to maximize each property’s benefits. Proactively positions and markets the various properties. Manages the marketing budget to enable development of property specific campaigns, promotions and collateral to drive revenue and meet property objectives. Interfaces with regional marketing communications on regional and national promotions pull through. Develops and implements strategies for a cluster of properties that deliver products and services to meet or exceed the needs and expectations of the brand’s target customer profile and property employees and provides a return on investment to the owners and the company.

CANDIDATE PROFILE 

Education and Experience

• 2-year degree from an accredited university in Business Administration, Marketing, Hotel and Restaurant Management, or related major; 4 years’ experience in the sales and marketing or related professional area.

OR

• 4-year bachelor's degree in Business Administration, Marketing, Hotel and Restaurant Management, or related major; 2 years’ experience in the sales and marketing or related professional area.

CORE WORK ACTIVITIES

Developing & Executing Sales and Marketing Strategies

• Develops sales goals and strategies and ensures alignment with the brand business strategy.

• Executes the sales strategy and ensures individual booking goals are met for both self and staff.

• Coaches leaders of revenue generating departments in developing effective revenue strategies and setting aggressive goals that will drive the property's financial performance.

• Ensures the development of a strategic account plan for the demand generators in the market.

• Determines and develops marketing communication activities, in conjunction with Regional Marketing Communications.

• Provides customer intelligence in evaluating the market and economic trends that may lead to changes in sales strategy to meet or exceed customer expectations.

• Reviews the STAR report, competitive shopping reports and uses other resources to maintain an awareness of each property’s market position.

• Researches competitor’s sales team strategies to identify ways to grow occupancy and RevPAR and increase market share.

• Attends sales strategy meetings to provide input on weekly and overall sales strategy.

• Suggests innovative marketing ideas and proactively develops deployment strategies to continue to grow market share for each property.

Maximizing Revenue & Managing Profitability

• Evaluates and supports market sales account deployment.

• Monitors and evaluates event booking and market sales performance for each property.

• Ensures Sales teams understands and are leveraging customer/guest demand engines to full potential.

• Ensures focus is on proactive selling as well as reactive selling.

• Participates in sales calls with members of the Sales and Marketing teams to acquire new business and/or close on business.

Managing Public Relations

• Develops strong community and public relations by ensuring property participation in local, regional and national tradeshows and client events.

• Identifies public relations opportunities and coordinates activities to augment the overall marketing communication strategy.

• Supports the General Managers by coordinating crisis communications.

Building Successful Relationships

• Develops strong partnerships with local organizations to further increase brand/product awareness.

• Develops and manages internal key stakeholder relationships.

• Serves as the sales contact for the General Managers, property leadership teams, event booking, and market sales leaders.

• Serves as the property sales liaison with market sales/cluster sales, Event Booking, Revenue Management, Event Management, Regional Marketing Communications and other property departments as appropriate.

• Serves as property authority on sales processes and sales contracts.

Ensuring Exceptional Customer Service

• Serves as the sales contact for customers; serves as the customer advocate.

• Participates in and practices daily service basics of the brand.

• Executes exemplary customer/guest service to drive customer/guest satisfaction and loyalty by assisting the customer/guest and ensuring their satisfaction before and during their program/event.

• Serves the customer by understanding their needs and recommending the appropriate features and services that best meet their needs and exceed their expectations, while building a relationship and loyalty to the property and the brand.

• Gains understanding of each property’s primary target customer and service expectations; serves the customer by understanding their business, business issues and concerns, to offer better business solution both prior to, and during the program/event.

• Executes and supports Customer Service Standards and property’s Brand Standards.

Additional Responsibilities

• Works with Human Resources, Engineering and Loss Prevention to ensure compliance with all applicable regulations and/or union requirements.

• Executes and supports the operational aspects of business booked (e.g., generating proposal, writing contract, customer correspondence).

JOB SUMMARY

Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis. Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk. Position directs and works with managers and employees to carry out procedures ensuring an efficient check in and check out process. Ensures guest and employee satisfaction and maximizes the financial performance of the department.

CANDIDATE PROFILE 

Education and Experience

• High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.

OR

• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

CORE WORK ACTIVITIES

Supporting Management of Front Desk Team 

• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.

• Encourages and builds mutual trust, respect, and cooperation among team members.

• Supervises and manages employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence.

• Ensures employee recognition is taking place on all shifts.

• Establishes and maintains open, collaborative relationships with employees.

Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals

• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.

• Develops specific goals and plans to prioritize, organize, and accomplish your work.

• Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.

• Strives to improve service performance.

• Collaborates with the Front Office Manager on ways to continually improve departmental service.

• Communicates a clear and consistent message regarding the Front Office goals to produce desired results.

• Participates in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results.

• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

Ensuring Exceptional Customer Service 

• Provides services that are above and beyond for customer satisfaction and retention.

• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.

• Serves as a role model to demonstrate appropriate behaviors.

• Sets a positive example for guest relations.

• Displays outstanding hospitality skills.

• Empowers employees to provide excellent customer service.

• Interacts with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.

• Provides feedback to employees based on observation of service behaviors.

• Handles guest problems and complaints effectively.

• Interacts with guests to obtain feedback on product quality and service levels.

Managing Projects and Policies

• Implements the customer recognition/service program, communicating and ensuring the process.

• Ensures compliance with all Front Office policies, standards and procedures.

• Monitors adherence to all credit policies and procedures to reduce bad debts and rebates.

Additional Responsibilities 

• Provides information to supervisors and co-workers by telephone, in written form, e-mail, or in person.

• Analyzes information and evaluating results to choose the best solution and solve problems.

• Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.

• Functions in place of the Front Office Manager in his/her absence.

• Communicates critical information from pre- and post-convention meetings to the Front Office staff.

• Participates in department meetings.

• Security Guard (7) Urgent

• Cashiers (1)
• Hostesses (3) Urgent

• Cleaners (Daily) (1)
• Barbacks (1) Urgent