DescriptionAdditional Information: This hotel is owned and operated by an independent franchisee Chica Linda. The franchisee is a separate company and a separate employer from Marriott International Inc. The franchisee solely controls all aspects of the hotels employment policies and practices including hiring firing discipline staffing compensation benefits and all other terms and conditions of employment. If you accept a position at this hotel you will be employed by a franchisee and not by Marriott International Inc.
Under the general direction of the Hotel Manager oversee the activities of the Room Division to ensure the achievement of established quality guest service standards and departmental revenue and profit goals. Adhere to governmental regulations concerning hotel emergency procedures safety or other compliance requirements as well as brand standards and local policies and procedures. Deliver a guest experience that is unique and brings the brand to life.
Financial Returns
Oversees their implementation
Ensures training needs analysis of Rooms Division is carried out and training programs are designed and implemented to meet needs
Conducts probation and formal performance appraisal in line with company guidelines
Maintains up to date staff records and approves leave requests etc. Coaches counsels and disciplines staff providing constructive feedback to enhance performance
Regularly communicates with staff and maintains good relations
Guest Experience
Build and maintain positive relationships with all customers and guests in order to exceed their needs
Take action to address these needs in order to exceed their expectations
Create a positive hotel image in every interaction with internal and external customers
Ensure your direct reports have current guest focused standards and procedures which are used effectively for training purposes
Ensure all front office staff provides guests with prompt service professional attention and personal recognition
Ensure guests are greeted upon arrival and make time to interact effectively with guests.
Respond appropriately to guest complaints solicit feedback and build relationships that drive continuous improvements in guest satisfaction.
Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies.
Ensure that guest satisfaction data is analysed and that plans are developed and implemented to achieve established goals
Communicate to appropriate departments all pertinent information related to the expected arrival and departure of VIPs and other key guests or other special guest needs
People
Direct day-to-day staffing requirements plan and assign work and establish performance and development goals for team members.
Provide mentoring coaching and regular feedback to help manage conflict and improve team member performance
Educate and train team members in compliance with brand standards service behaviours and governmental regulations.
Ensure staffs have the tools training and equipment to carry out job duties
Promote teamwork and quality service through daily communication and coordination with other departments.
Recommend and/or initiate salary disciplinary or other staffing/human resources-relate
Job Qualifications:
At least 3 year(s) of working experience in the position
Experience or knowledge of hotel management is essential
Proficiency in Microsoft Office Opera PMS Micros and Marriott Accesses (GXP GuestVoice etc.)
Highly developed organizational skills
Possess initiative and pro-activeness
Outstanding verbal and written communication skills
Ability to handle sensitive information in a confidential manner
This company is an equal opportunity employer.
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