Overview:

Directly responsible for the Front Desk, Housekeeping, F&B Departments, and assists General Manager with Meeting & Group Sales and Maintenance Departments, including Guest and Associate satisfaction, financial performance, sales and revenue generation, Associate and Guest relations, and delivering a return on investment to ownership. Assists the General Manager in implementing hotel-wide strategies within areas of responsibility. Ensure implementation of the brand service strategy and brand initiatives with the objective of meeting or exceeding guest expectations. Ensure proper communication between all departments (Front Desk, Sales/Meetings, Housekeeping, Maintenance/Engineering, and F&B)

The "Ideal Candidate" for this position has at least 2 years of managerial experience in the hospitality environment and has a proven record of high standards in customer service. They have direct experience with recruiting/hiring, managing a team, and holding employees accountable. They can also work independently with minimal direction and deliver solutions and results. The ability to work a flexible schedule, including nights, weekends, and holidays (when needed) is also required.

GENERAL RESPONSIBILITIES:

Optimize and maximize Guest and Associate experiences.

Responsible for the overall success of the hotel, using strong leadership skills to drive

revenue, maximize profits, and ensure quality. Directly responsible for the Front Desk, F&B, and Housekeeping, and assists GM with Meeting and Group Sales and Maintenance, and at times may be responsible for the effective operation of the entire hotel in the absence of the General Manager.

Effectively manage and motivate Associates to ensure achievement of overall financial results, Guest and Associate satisfaction.

Champion of the hotel’s internal and external communications and record-keeping.

PRIMARY FUNCTIONS:

Revenue:

Aggressively pursue revenue goals, effectively utilize yield management and revenue maximization tools, and prepare and manage the annual budget, in accordance to goals and direction from GM & Ownership and adhering to goals.

Profit:

Effectively manage and control all operational expenses including labor, overtime, supplies, etc., enforce company procurement guidelines, and seek and implement cost saving strategies.

Asset Protection:

Ensure the maximum value of the hotel asset including the physical structure as well as all contents therein, through appropriate care and maintenance. Use good judgment to make appropriate decisions which may impact the long-term value of the asset. Ensure all licenses are up to date and the property is in compliance with all applicable codes and ordinances.

Quality:

Guest Service: Ensure that the hotel meets or exceeds Lansing Express Investments, Inc. and Brand Standards for Guest Satisfaction.

Training: Analyze service and quality issues, identify training needs, ensure implementation of training programs to optimize results, and adhere to IHG’s and the Company’s training guidelines and policies.

Community Involvement:

Ensure good standing in the community by developing and maintaining relationships with the Chamber of Commerce, the Convention and Visitors Bureau, other hotels, local schools, local government, and other community and civic organizations.

Lead the hotel team to contribute to the local community in a charitable way by participating in service opportunities in the area surrounding the hotel.

Leadership:

Leading: Motivate, coach, and train team members, set goals and hold team members accountable, and provide appropriate feedback, rewards, and recognition.

Work Ethic: Demonstrate a high level of integrity, take ownership of personal and team actions, communicate effectively, promote collaboration, nurture a positive, professional work environment, and adhere to the Company’s policies and procedures.

ESSENTIAL JOB FUNCTIONS:

Day to day coordination and operations management of Breakfast/Housekeeping/Front Desk/Maintenance/Meeting & Group Sales.

Along with GM, be a 24/7 point of contact for any issues or emergencies. Any periods of inability should be recorded beforehand.

Regularly review pertinent reports and communicate information with General Manager or other key personnel.

Maintain a professional image and support the Company in actions and words at all times.

Monitor AR balances and assist General Manager with billing.

Monitor and submit IHG Rewards points distributions and IHG Commissions.

Maintain a hotel atmosphere consistent with the Company’s standards for

professionalism and total quality Guest service.

Maintain open channels of communication with General Manager, fellow co-workers,

Associates, and Guests.

Address Guests’ complaints in a manner which results in superior Guest service.

In the absence of the General Manager, handle emergencies at the hotel, following

procedures for notifying the proper Company management and civil authorities when

necessary.

Actively enforce all safety policies to protect Associates, Guests, and Company Assets.

Extend professionalism and courtesy to Guests at all times

Motivate and encourage staff to effectively solve problems which need attention.

Assist and train Associates to understand Guests’ ever changing needs and how to exceed

them.

Proactively deal with Associate concerns.

Provide a safe working environment, in compliance with OSHA/SMDS standards.

Ensure a viable key control program is in place.

Comply with all Corporate accounting procedures.

Lead by example, demonstrating self-confidence, energy, and enthusiasm.

In the absence of the General Manager, assume complete responsibility for the effective operation of all hotel areas, and the achievement of hotel goals.

Create schedules for Front Desk and Breakfast departments, and incorporate

housekeeping schedule created by Executive Housekeeper into a Master Schedule.

Be the first point of contact for Front Desk and Breakfast department call-offs or

absences. Responsible for filling absences in the event that other alternatives cannot be

secured.

Ensure that staff reports to work as scheduled. Document any late or absent Associates.

Coordinate breaks for Associates.

Inspect grooming and attire of staff; rectify any deficiencies.

Oversee and ensure adequate staffing is in place during peak and off-peak times with

regards to demand and budget. (Make sure hotel is not over-staffed or under-staffed.)

Ensure effective procedures are in place within department areas for which responsibility

is assigned (may include Front Office, Food & Beverage, Engineering, and/or

Housekeeping).

Implement and reinforce sales training with Front Desk to generate leads for DOS and

help increase LNR business.

Monitor performance of routine preventative maintenance plan. Long-Term Goals:

Work with GM to develop and implement SOP (standard operating procedures) manual for all departments.

Work with GM to streamline recruiting, on-boarding, and training processes.

Assist GM with establishing and conducting regular daily/weekly/monthly/quarterly staff

meetings.