Job Description

Qualification Standards

Education & Experience:

• At least 5 years of progressive experience in a hotel or a related field required

• High School diploma or equivalent required

• College course work in related field helpful

• Previous supervisory responsibility required in both housekeeping and front office operations

Tools & Equipment:

• Computer, projector, copier, scanner, other office equipment, telephone

• Ability to work in Excel, Word, PowerPoint and various other software programs

Work Environment:

• Under variable temperature conditions

• Under variable noise levels

• Outdoors/Indoors

• Around chemicals, fumes and or odor hazards

• Around dust and or mite hazards

Physical Requirements:

• Long hours sometimes required

• 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 bend, stretch, twist or reach with your body and arms

• Ability to work under variable temperatures and noise levels

• Near Vision - The ability to see details at close range

• Ability to stand for long hours and walk long distances without fatigue

Mental Requirements:

• Oral and Written Comprehension and Expression - Must be able to convey & understand information and ideas in English

• Must be able to evaluate and select among alternative courses of action quickly and accurately

• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessary

• Must work well in stressful, high-pressure situations

• Must maintain composure and objectivity under pressure

• Must have the ability to assimilate complex information, data, etc. from multiple sources and consider, adjust, or modify to meet the constraints of the particular need

• Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests

• Mathematical Reasoning - Must be able to work with and understand financial information and data, and basic arithmetic functions

• Multi-lingual skills helpful

Duties & Functions

Essential:

• Approach all encounters with guests and employees in a friendly, service-oriented manner

• Maintain regular attendance, as required by scheduling which will vary according to the needs of the hotel

• Maintain high standards of personal appearance and grooming, as defined in the hotel handbook, when working

• Comply at all times with New Castle standards and regulations to encourage safe and efficient hotel operations

• Interact with hotel guests

• Handle guest complaints and problems

• Monitor spending to insure expense control and maximum profit

• Monitor existing S.O.P.’s and modify, develop SOPS as needed

• Prepare the annual rooms budget

• Implement policies and programs to guarantee compliance

• Communicate all new policies, information, and directives to all employees

• Assist in handling problems in the workplace, including anticipating, preventing, identifying, evaluating, and acting quickly to help resolve in a favorable manner

• Prepare and submit weekly payroll for direct reports

• Develop rooms budget and work within budget, flexing to changing forecast

• Motivate team members to establish a productive working environment at the hotel

• Maintain an Open Door Policy

• Assist in handling employee workplace problems, including anticipating, preventing, identifying and evaluating issues and acting quickly to resolve them favorably; follow up to ensure employee satisfaction

• Be fully conversant in and follow all franchise requirements to meet and exceed brand standard in all areas

• Know hotel property, amenities and area attractions and train staff accordingly

• Respond quickly to guest requests or complaints in a friendly manner, taking the appropriate action to resolve matters. Follow up to ensure complete guest satisfaction

• Check and respond to electronic communications in a timely fashion

• Oversee and participate in all aspects of the Front Office, Guest Service, and Housekeeping operations, i.e., public space cleanliness, room inspections, etc.

• Maintain a professional working relationship and promote open lines of communication with managers, associates and other departments

• Work closely with Accounting on follow-up items, i.e., returned checks, rejected credit cards, associate discrepancies, etc. in addition to monthly P&L review and forecasting

• Work with department heads to maintain housekeeping supply and retail shop inventories on as needed basis or, at minimum, to establish and maintain monthly par levels; oversee ordering of all supplies in conjunction with monthly budget/forecast numbers

• Work with Revenue optimization team by participating in strategic initiatives, communicating sales strategies to the front office in a positive and effective manner

• Work closely with Catering and Sales to assure groups and special functions are handled smoothly from a service and upkeep standard

• Work closely with Director of Engineering to ensure processes are in place for immaculate and fully functioning guest rooms and public spaces

• Maintain correct procedures for hotel accounting, credit control and handling of financial transactions, including all rooms supply inventory

• Maintain procedures for room related security of monies, guest and employee security and training and implementation of proper rooms related emergency procedures

• Review all Rooms staff worked hours for payroll compilation and submit to Accounting on a timely basis.

• Monitor proper operation of the PBX console along with thorough guest follow up procedures

• Ensure Pre Shift Meeting are happening at all shift change-overs in accordance with Hotel expectations

• Ensure that associates are at all times, attentive, friendly, helpful and courteous to all guests, managers and other associates

• Monitor all VIPs, special guests and their requests

• Run Daily Operations Meeting in the absence of the General Manager or other senior management team members

• Ensure adequate management coverage at all times, especially on sold out nights

• Perform Manager on Duty role

Marginal

• Inspect guest rooms for quality and cleanliness

• Attend Executive committee, Staff and Rooms meetings

• Give directional assistance to guests

• Other duties as assigned

Benefits at the AC Hotel & Residence Inn Missoula

We believe that taking care of our team means more than just a paycheck. Here's what you can expect when you join us.

Full-Time Employee Benefits: Full-time employees are eligible for our complete benefits package:

Health & Insurance Benefits: New full-time employees have 30 days from their start date to enroll in benefits. Our plans include:

• Medical insurance with virtual visit options
• HSA, FSA, and DCSA accounts
• Dental and vision coverage
• Life insurance and AD&D
• Voluntary Short-Term and Long-Term Disability (VSTD/VLTD)
• Nationwide Pet Insurance — all pet plans carry a $250 deductible
• ID Watchdog Identity Theft Protection — real-time alerts and expert support so you never have to face identity theft alone

Employee Assistance Program (EAP): Life happens, and we want you supported beyond the workplace. Our EAP gives you access to:

• Licensed therapists and mental health support
• Legal consultations and financial expert guidance
• Resources for childcare, pet care, home repair, and moving services
• A library of articles, podcasts, videos, and more - available anytime

Time Off & Holidays: We recognize 6 company holidays: New Year's Day, Memorial Day, July 4th, Labor Day, Thanksgiving Day, and Christmas Day.

• Holiday Pay: Full-time and part-time employees who work a recognized holiday earn time and a half. Full-time employees not scheduled to work a holiday receive 8 hours of holiday pay at their regular rate.
• Birthday Floating Holiday: Full-time employees receive a floating holiday to celebrate their birthday, to be used within their birthday month.
• PTO: Accrual begins on your first day of employment and becomes available for use after completing your 90-day introductory period. PTO accrues at a rate of 0.0385 hours per hour worked, up to a maximum of 80 hours (10 days) per year. We cap carryover at 80 hours because we genuinely believe time away from work is essential. Once you hit the cap, accrual pauses until you've used some of that well-earned time off.
• Sick Time: After completing the 90-day introductory period, full-time employees accrue sick time at 1 hour for every 30 hours worked, up to a maximum of 40 hours.
• FMLA: Available to full-time employees who meet federal eligibility requirements.

Jury Duty: We've got you covered if you're called to serve. Full-time employees who have completed their introductory period will receive the difference between their regular rate of pay and jury duty pay, based on their normal scheduled hours - up to 8 hours per day and 40 hours per week for each day of jury service.

Bereavement Leave: Full-time and part-time employees who have completed their introductory period and experience the loss of an immediate family member will be granted paid time off for the time actually lost from their regularly scheduled shifts. We are sorry you'll ever need this, but we want you to be able to grieve without added financial stress.

401(k) Retirement Plan: All employees are automatically enrolled in our 401(k) plan at a 3% upon completing their 90-day introductory period. The company provides matching contributions, which is a meaningful investment in your financial future.

$600 Employee Referral Bonus: Know someone great? Send them our way. Both you and the referred employee are eligible for the $600 referral bonus, available to full-time and part-time employees alike. The bonus is paid out in three installments every two months through regular payroll. Please note that the program includes a 6-month clawback period - if the referred employee voluntarily leaves within 6 months, the newly hired employee will be required to repay the incentive to the hotel.

$50 Monthly Cell Phone Reimbursement

25% Bi-Annual Bonus Plan