JOB SUMMARY

Ensure guest satisfaction and the efficient operation of the hotel by supervising operating departments in the absence of

the General Manager and/or the Manager on Duty. Assist the General Manager by continually focusing on achieving

hotel profitability through revenue generation, cost control, guest satisfaction, and development of employees.

QUALIFICATION STANDARDS

Education & Experience:

• At least 5 years progressive experience in a Rooms or F&B department Hotel; or a 4-year college degree and at least 2 to 3 years experience in a Rooms or F&B department at a Hotel; or a 2-year college degree and at least 3 to 4 years of experience in a Rooms or F&B department at a Hotel.
• Previous supervisory experience required.
• Must be proficient in Windows Operating Systems.

Physical requirements:

• Long hours sometimes required. Typically a 50 hour workweek.
• Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull, or otherwise move objects.
• Ability to stand during entire shift.

Mental requirements:

• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Must work well in stressful, high-pressure situations.
• Must maintain composure and objectivity under pressure.
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessary.
• Must have the ability to assimilate complex information, data, etc. from disparate sources and consider, adjust, or modify to meet the constraints of the particular need.
• Must be effective at listening to, understanding, clarifying and resolving the concerns and issues raised by coworkers and guests.
• Must be able to work with and understand financial information and data, and basic arithmetic functions.
• Must be able to convey information and ideas clearly.

DUTIES & FUNCTIONS

Essential:

• Approach all encounters with guests and employees in an attentive, friendly, courteous and service oriented manner.
• Maintain regular attendance in compliance with Avion Hospitality standards, as required by scheduling which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which include compliance with Avion Hospitality’s dress code and wearing a nametag when working (per brand standards)
• Comply and ensure adherence to Avion Hospitality standards and regulations to encourage safe and efficient hotel operations.
• Comply with certification requirements as applicable for position to include: Food Handlers, Alcohol Awareness, CPR & First Aid.
• Ensure the efficient operation of the hotel in the absence of the General Manager by supervising and supporting the Guest Services, Food & Beverage, Food Production, Engineering, Accounting, Sales and Housekeeping departments. Communicate and/or correct deficiencies in these departments in conjunction with the supervisor on duty.
• Use competencies from Avion & Brand training materials to develop self in all operational departments. Work with Department Heads to gain a good understanding of each position and how it affects the operation of the hotel.
• Assist the General Manager as needed in revenue generation programs. Participate in the sales effort by meeting on-site contacts for evening functions, greeting important clients and participating in sales calls with Sales Team members.
• Assist the General Manager in the development of managerial and hourly employees through the implementation of Corporate-approved training programs. Participate in (at a minimum) bi-weekly one-on-one's with the Department Heads to facilitate personnel development.
• Assist in creating an environment where employees make empowered decisions to ensure guest satisfaction. Follow up on all empowerment successes and opportunities with the appropriate Department Head.
• Assist the General Manager with the creation of financial reports as required by the Corporate Office. Meet all Corporate imposed deadlines as well as those imposed by the General Manager.
• Participate in required M.O.D. coverage as scheduled.
• Ensure that training in service standards is taking place in each department using the steps to effective training.
• Ensure recruiting, hiring and training for Guest Services based on occupancy
• Ensure weekly meetings with Front Desk to address oversell settings and react accordingly
• Oversee AR/AP, payroll, month end, etc.
• Assist in creating a positive team-oriented environment that focuses on the guest, through employee development and motivation.
• Ensure compliance with Preventative Maintenance and Deep Cleaning Programs through the daily and/or weekly inspection of rooms with the Housekeeping Manager and Property Engineer.
• Ensure that employees are at all times attentive, friendly, courteous and efficient in their interactions with guests, management and all other employees.
• Be familiar with S.O.P.’s in all Operations departments. Ensure that each department is in compliance or has developed an Action Plan for achieving compliance with S.O.P.’s.
• Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
• Support Operations departments during peak periods.
• Ensure that all employees receive fair and equitable treatment according to Avion Hospitality S.O.P.'s.
• Complete required corporate training modules, and become certified to train those as required.
• Generally a promotional opportunity will require relocation to another property.

Marginal:

• Be in the public areas during peak times, greeting guests and offering assistance as needed.
• Maintain procedures for handling of the hotel safe specifically with regard to security and initiate a monthly safe audit.
• Ensure that all scheduled meetings take place on the property