Assistant Hotel Manager

Bass Pro Shops

50d

About The Position

The Assistant Hotel Manager helps support the Hotel Manager in all aspects of the hotel including but not limited to housekeeping, front office, guest services, planning, staffing and payroll in accordance with hotel policies and procedures. Expected Contributions: Directly supervise the housekeeping, laundry, front office, and guest service (operations) staff. Assist in the planning and conducting of training programs. Help plan and coordinate activities, assign and review work, resolve problems, etc. Ensure that the team delivers excellent customer service always, ensuring guests’ comfort and safety Handle all enquires or complaints in a timely, professional, and courteous manner, in person, on the telephone or via e-mail Ensure the hotel is clean and tidy, at all times Maintain high moral on the operations team Create and execute on plans to increase efficiencies and service levels in Housekeeping. Ensure that guest requests are dealt with properly and in a timely manner. Ensure that all rooms meet Big Cypress standards Keep up to date with current promotions and hotel pricing, to provide information to guests, on request, while maximizing room sales opportunities Conduct quality checks on guestrooms and public space weekly to ensure that they meet our standards Always maintain effective communication among the team Maintain an awareness of rate levels to be sold on a daily basis and the occupancy levels Ensure all guest registrations are completed and correspond with guest information Ensure all due outs are completed Ensure that open balances are investigated and closed in a timely manner Ensure correct staffing levels are in line with targets and business levels Report any security issues immediately Always adhere to all company policies/procedures and licensing laws Ensure open communication between departments, leads, and hourly staff Maintain a professional and high quality service oriented environment at all times, specializing in Genuine Southern Hospitality. Maintain an awareness of groups arriving as well as in house and ensure that staff is made aware accordingly. Ensure adequate staffing to ensure group success Review group billing to ensure accurate revenue capture Essential Functions: Inform all staff of daily activities and groups as well as special requests and repeat guests. Check accommodations, making sure any special requests are carried out accordingly, greet guests upon arrival and ensure escort to accommodations, if appropriate. Assist with Scheduling and Payroll for operations departments. Assist in holding regular department meetings keeping staff informed of all activities in the hotel, Assist in Reinforcing standards of professionalism, and promoting a strong team atmosphere and culture. Maintain availability to assume additional responsibilities, as needs of the hotel dictate. Perform other duties as assigned

Requirements

High school diploma or GED; 2 years’ experience in hotel management or related professional area.
At least 1 year experience as hotel Front Office Manager or Executive Housekeeper
Previous customer service and general computer experience required.
Writing - Communicating effectively in writing as appropriate for the needs of the audience.
Computer Skills - Using basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.
Personnel and Human Resources - Knowledge of principles and procedures for personnel recruitment, selection, training and development, compensation and benefits, labor relations and negotiation, and personnel information systems.
Law and Government - Knowledge of laws, legal codes, court procedures, precedents, government regulations, executive orders, agency rules that apply to job (e.g., OSHA, EPA, ADA, CFC, NFPA, ASI).
Clerical - Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.
Analytical/Critical Thinking - The ability to gather and organize information using a logical and systematic process; recognize patterns and relationships in complex data; examine data to identify implications, problems and draw appropriate conclusions; generate alternative solutions to problems; evaluate strengths, weaknesses and consequences of alternative solutions and approaches to solving problems.
Education and Training - Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects.
Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
Number Facility - The ability to add, subtract, multiply, or divide quickly and correctly.
Originality - The ability to come up with unusual or clever ideas about products, services or situations, or to develop creative ways to solve a problem.
Adaptability - Ability to effectively adjust to major changes in work tasks or the work environment.
Aligning Performance for Success - Skilled at focusing and guiding others in accomplishing work objectives.
Building Trust - Ability to interact with others in an honest, fair and respectful way; giving others confidence in one's intentions and those of the organization.
Communication - Skilled at clearly conveying information and ideas through a variety of media; engaging the audience and helping them understand and retain the message.
Customer Focus - Ability to develop and sustain productive customer relationships; actively seeking information to understand and address customers' needs.
High Work Standards - Sets high standards of performance; assumes responsibility and accountability for successfully completing assignments or tasks.
Planning and Organizing - Skilled at establishing courses of action for self and others to ensure work is completed efficiently.
Problem Solving / Decision Making - Ability to identify and understand issues, problems, and opportunities; using effective approaches for choosing a course of action or developing solutions.

Responsibilities

Directly supervise the housekeeping, laundry, front office, and guest service (operations) staff
Assist in the planning and conducting of training programs
Help plan and coordinate activities, assign and review work, resolve problems, etc
Ensure that the team delivers excellent customer service always, ensuring guests’ comfort and safety
Handle all enquires or complaints in a timely, professional, and courteous manner, in person, on the telephone or via e-mail
Ensure the hotel is clean and tidy, at all times
Maintain high moral on the operations team
Create and execute on plans to increase efficiencies and service levels in Housekeeping
Ensure that guest requests are dealt with properly and in a timely manner
Ensure that all rooms meet Big Cypress standards
Keep up to date with current promotions and hotel pricing, to provide information to guests, on request, while maximizing room sales opportunities
Conduct quality checks on guestrooms and public space weekly to ensure that they meet our standards
Always maintain effective communication among the team
Maintain an awareness of rate levels to be sold on a daily basis and the occupancy levels
Ensure all guest registrations are completed and correspond with guest information
Ensure all due outs are completed
Ensure that open balances are investigated and closed in a timely manner
Ensure correct staffing levels are in line with targets and business levels
Report any security issues immediately
Always adhere to all company policies/procedures and licensing laws
Ensure open communication between departments, leads, and hourly staff
Maintain a professional and high quality service oriented environment at all times, specializing in Genuine Southern Hospitality
Maintain an awareness of groups arriving as well as in house and ensure that staff is made aware accordingly
Ensure adequate staffing to ensure group success
Review group billing to ensure accurate revenue capture
Inform all staff of daily activities and groups as well as special requests and repeat guests
Check accommodations, making sure any special requests are carried out accordingly, greet guests upon arrival and ensure escort to accommodations, if appropriate
Assist with Scheduling and Payroll for operations departments
Assist in holding regular department meetings keeping staff informed of all activities in the hotel
Assist in Reinforcing standards of professionalism, and promoting a strong team atmosphere and culture
Maintain availability to assume additional responsibilities, as needs of the hotel dictate
Perform other duties as assigned

Benefits

Enjoy discounts on retail merchandise, our restaurants, world-class resorts and conservation attractions!
Medical
Dental
Vision
Health Savings Account
Flexible Spending Account
Voluntary benefits
401k Retirement Savings
Paid holidays
Paid vacation
Paid sick time
Bass Pro Cares Fund
And more!