Job Description

People
- Direct everyday activity, plan and assign work ensuring you always have the right staffing numbers
- Develop your team and improve their performance through coaching and feedback, and create performance and development goals for colleagues recognize good performance
- Train colleagues to make sure they hit hotel revenue goals to the standards we expect and have the tools they need to work effectively
- Recommend or initiate any HR elated actions where needed
- Drive a great working environment for teams to thrive connect departments to create sense of one team
- Interact with outside contacts: guests, vendors, and other contacts as needed
- Develop and maintain great working relationships with key clients and outside contacts to increase revenue

Financial
- Oversee night audit function and preparation of daily financial reports.
- Prepare and submit statistical, performance, and forecast analyses and reports as required.
- Maintain procedures for security of monies, credit and financial transactions, guest security, and inventory control
- Use company systems and processes to maximiser revenue. Develop plans to increase occupancy and ADR through walk ins and upselling at the front desk
- Hit all personal/team sales goals and maximiser profitability
- Help prepare the departmental budget and financial plans including the hotel marketing plan

Guest Experience
- Provide guests with information (example: loyalty programmers, area attractions, restaurants, facility information) to enhance their experience
- Schedule conventions and/or business group activities at the hotel and coordinate with other hotel level departments to facilitate services agreed upon by the sales office and prospective clients
- Communicate to appropriate departments all pertinent information requirements and special needs for arriving VIP’s, large groups and other key guests
- Lead marketing efforts to up sell guests on hotel services, offerings, and amenities
- Ensure 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 analyzed 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 VIP’s and other key guests, or other special guest needs

Responsible Business

- Work closely with key business leaders, officials, and representatives of local community groups within the city to ensure constant high-profile exposure for the hotel
- Effectively communicate and market aspects of the hotel that are sustainable or “green” and use information to gain new business opportunities
- Act as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel.
- Develop awareness and reputation of the hotel and brand in the local community and promote team member involvement in community outreach efforts.
- Work with advertising agencies, consulting firms, and vendors to maximiser advertising investments and ensure ads represent brand identity
- Raise the awareness and reputation of your hotel and the brand locally occasionally acting as hotel representative for media related enquiries
- Identify improvements to marketing activities and overall hotel sales performance and work with other departments
- Ad hoc duties unexpected moments when we have to pull together to get a task done
- Regularly audit all financial transactions to ensure governmental regulations and data privacy requirements are met.
- Perform other duties as assigned. May also serve as manager on duty.