Hotel Management

GENERAL:  To supervise the staff to ensure they are adhering to all hotel policies, procedures, regulations and standards, while striving towards total guest satisfaction. To ensure hotel operations are working in a professional manner at all times. Will perform any responsibilities and duties as necessary and will train associates on a daily basis. Assist Managers and Supervisors in all areas to ensure a correct and smoothly-operating hotel overall.

OPERATIONAL DUTIES:

· Be prepared to perform all front office, housekeeping and food and beverage functions and minor maintenance duties

· Responsible for the efficient and professional running of the hotel to include relationships with other departments

· Be highly familiar and adhere to all policies, procedures and standards

· Assist the Sales Department with Group Inquiries, Client Appreciation Events, Revenue Management, etc.

· Ensure that all supplies are well maintained

· Be prepared to cover other shifts as needed

· Read the Franchise Weekly Update and follow up and through on items that relate to the Residence Inn

· Maintain an accurate Inventory and utilize Inventory Control Procedures

· Maintain a safe and secure property

· Be knowledgeable of current QA standards and ensure self-audits and property certifications are completed and uploaded properly and in a timely manner

· Ensure that all Marriott Bonvoy guests, VIP guests and repeat guests are identified, recognized, pre-blocked and special treatment is brought to the arrival experience

· Plan and participate in meetings

This is to include daily meetings such as huddle, pre shifts, department meetings and manager meetings

· Be a problem seeker and solver

GUEST RELATED DUTIES:

· Deal with any guest requests and concerns and resolve their needs within acceptable guidelines

· Lead by example: Practice proactive, gracious, and aggressive hospitality towards all guests

· Ensure Guest Voice is properly monitored

o Guest alerts have to be responded to within 48 hours

o Surveys and reviews to be responded using your discretion

ASSOCIATE DUTIES:

· Create a productive and positive atmosphere through-out the hotel

o Plan and implement employee appreciation events regularly

· Assist all associates with questions and concerns which might occur

· Work together with staff to train and retrain on aggressive hospitality skills, technical skills and communication skills

· Ensure evaluation process is in place amongst all departments and evaluations are given within a timely manner

· Maintain appropriate staffing levels across all departments

· Act empowered and also empower all associates to provide outstanding service

· Complete all HR duties including new hire paperwork, hiring, training, and developing staff. Also champion the progressive discipline program in all departments.

ACCOUNTING DUTIES:

· Responsible for sending new information to payroll, sending updates and processing payroll on a bi weekly basis

· Responsible for sending Accounts Payable and petty cash weekly to corporate and ensuring invoices are paid in a timely manner and accounts are up to date

· Reconcile the Credit Card Statement monthly

· Posting of reimbursement as needed

· Reconcile the bank drops daily, ensure front desk has appropriate change in their drawer

· Post Vending commission checks as they come and ensure reimbursements by them are made

· Track Accounts Receivable and ensure invoices are sent timely and payments are posted in a timely manner. Run the AR aging report weekly to ensure accounts are up to date. Report to GM any accounts over 60 days with action plan to reconcile

· Complete chargeback notifications as they come

· Manage hotel to 0 unapproved overtime hours per week. Overtime must be approved by GM prior to being utilized

· Manage all cost controls through department checkbooks provided monthly by GM. Be able to explain any variances to the monthly P&L statement during P&L review meeting monthly

GENERAL RESPONSIBILITIES:

· Report to work on time with proper uniform, including name tag. Personal appearance must comply with the standard of the hotel

· Participate in all pm pre-shifts to be up to date and informed about daily operations

· Check with your immediate supervisor for additional information

· Have knowledge about sales strategy, packages, promotions, discounts, groups and know how to handle these and how they relate to other departments

· Develop a thorough knowledge of the products, including hotel rooms, type of rooms, amenities, services of hotel, etc.

· Develop knowledge about frequent guests and their special requests and needs

· Be familiar with cultural differences in order to meet all different customer needs

· Be knowledgeable about etiquette and protocols

· Be familiar with all emergency plans and be able to act upon them

· Use your PMS password with discretion; always log off terminal when not working. Control that all associates are also doing that

· Have a good knowledge about the city and local attractions

· Report any unusual occurrences immediately to the General Manager

· At all times strive to represent Marriott in the most professional, courteous manner

· Other duties as assigned