Demonstrates and communicates keydrivers of guest satisfaction for the brand’s targetcustomer.
Analyzes service issues andidentifies trends.
Makes and executes thenecessary decisions to keep property moving forward towardachievement of goals.
Works with hotelmanagement team to develop an operational strategy that is alignedwith the brand’s business strategy and leads itsexecution.
Monitors hotel operations salesperformance against budget.
Reviews reportsand financial statements to determine hotel operations performanceagainst budget.
Coaches and supportsoperations team to effectively manage occupancy & rate,wages and controllable expenses.
Reviews theWage Progress Report and compares budgeted wages to actual wages,coaching direct reports to address problem areas and holding teamaccountable for results.
Champions thebrand’s service vision for product and service deliveryand ensures alignment amongst the hotel leadershipteams.
Develops systems to enable employees tounderstand guest satisfaction results.
Communicates a clear and consistent message regardingdepartmental goals to produce desired results.
Reviews guest feedback with leadership team and ensuresappropriate corrective action is taken.
Responds to and handles guest problems andcomplaints.
Stays visible and interfaces withcustomers on a regular basis to obtain feedback on quality ofproduct, service levels and overall satisfaction.
Creates an atmosphere in all Rooms and Food and Beverageareas that meets or exceeds guest expectations. ![]()
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