CORE WORK ACTIVITIES
Managing Property Operations
• Working with Rooms management team to develop an operational strategy that is aligned with the brand’s business strategy and leads its execution.
• Reviewing comment cards, guest satisfaction results and other data to identify areas of improvement.
• Evaluating if Operations Team is meeting service needs and provides feedback to operations team.
• Participating in public space walk-throughs with Engineering and Housekeeping to ensure guest rooms, public space and back of the house areas are well maintained and preventative maintenance processes are in place.
• Touring building on a regular basis speaking with employees and guests to understand business needs and assess operational opportunities.
• Reviewing findings from comment cards and guest satisfaction results with leadership team and ensures appropriate corrective action is taken.
• Working with team to put sustainable work processes and systems in place that support the execution of the strategy.
• Reviewing reports and financial statements to determine Rooms operations performance against budget.
• Communicating a clear and consistent message regarding departmental goals to produce desired results.
Leading Operations Teams
• Ensuring employees are treated fairly and equitably.
• Celebrating successes and publicly recognizes the contributions of team members.
• Fostering employee commitment to providing excellent service, participating in daily stand-up meetings and models desired service behaviors in all interactions with guests and employees.
• Making and executes the necessary decisions to keep property moving forward toward achievement of goals.
Managing Relationships with Property Stakeholders
• Attending owners meetings and provides meaning or context to the rooms operational and financial results.
• Establishing relationship with owner as a business partnership and supports the relationship between the General Manager and the owner.
Managing Profitability
• Coaching and supports operations team to effectively manage occupancy & rate, wages and controllable expenses.
• Working with direct reports to determine areas of concern and establish ways to improve the departments’ financial performance.
• Leading cost containment efforts within Rooms operations including organizational restructuring when necessary.
• Focusing on maintaining profit margins without compromising guest or employee satisfaction.
• Identifying key drivers of business success and keeping Rooms leadership focused on the critical few to achieve results.
Managing the Guest Experience
• Creating an atmosphere in all Rooms and Food and Beverage areas that meets or exceeds guest expectations.
• Championing the brand’s service vision for product and service delivery and ensures alignment amongst the Rooms leadership teams.
• Ensuring core elements of the service strategy are in place to produce the desired results.
• Establishing and maintaining open, collaborative relationships with direct reports and entire Rooms operations team. Ensures direct reports do the same for their team.
• Interfacing with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
