Hotel Manager - Hilton Norfolk The Main

Professional Hospitality Resources, Inc. and Ocean Beach Club LLC•Norfolk, VA

4d•Onsite

About The Position

The Hotel Manager is the visionary leader responsible for managing hotel operations in order to achieve customer (guest, associate, corporate and owner) satisfaction and quality service while meeting/exceeding company established financial goals; through the creation of a dynamic culture of guest service which values the Associate, their contributions and development. Position recommends hotel’s budget, marketing and business plans, and manages within approved plans and objectives. Position is responsible for the direct supervision of the hotel’s department heads for Housekeeping and Front Office (Main includes Security and Empyrean, Hilton includes Security and Valet) and the indirect supervision of all hotel associates. Position has regular contact with the hotel owners, local officials, social and charitable organizations franchise operator to provide information and discuss operations and Hotel positioning.

Requirements

Five years’ experience as a manager with resort and/or convention hotel experience preferred.
Extensive hotel operations background/experience.
Demonstrated analytical thinking aptitude.
Professional verbal and written communication.
Computer proficiency including - Word, Excel, Outlook, Project & Power Point.
Human Resources competency in the areas of recruitment, training, Associate motivation, and team building.

Nice To Haves

Ability to communicate goals and/or objectives and inspire associates to achieve desired results.
Background demonstrating proven leadership ability.
Advanced knowledge of the hospitality and business management fields.

Responsibilities

Participate in community and professional organizations to maintain high visibility and promote a good image. The goal is to foster future company growth.
Maintain the property in first class condition; protect, secure and enhance the assets as appropriate.
Resolve customer complaints as appropriate to maintain a high level of satisfaction and quality. Ensure the integration between the OSAT (and SALT franchise)
Support consistent Asset Management and Engineering Services and ensure that company policies, procedures and processes are followed and adhered to.
Support consistent Human Resources management through the Corporate HR function and ensure that company policies, procedures and processes are followed and adhered to. The goal is to attract, hire, train, develop, motivate, retain, empower, coach and counsel, provide performance feedback, resolve problems, offer open communications, discipline and terminate, as appropriate.
Principle responsibility for direct oversight and management of: Housekeeping, Bell staff, Operators, Guest Service Agents, Security, Front Drive and Valet.
Implement direction from the Executive Vice President as to the hotel’s annual and long term operational, sales and marketing, capital, revenue, expense and profit goals to meet/exceed owner and corporate management expectations. The goal is to maximize company profits.
Drives Customer Satisfaction Index (SALT, MEDALIA, etc.)
Resolve guest concerns in a timely manner. Respond to all negative comment cards according to the process.
Promotes company incentive programs rewarding guest service and comment card penetration and scoring
Review current and prior day's Prompt Response Log, recognizing good performance and identifying areas for improvement
Meet or exceed company benchmarks for all guest satisfaction rating systems
Implement company programs (Corporate and Franchise). Develop and manage property programs and operations of the hotel in a manner that is consistent with the requirements of: the Management Contract, the Franchise Agreement, Federal/Statelaws and regulations, and PHR Company policies and procedures. The goal is to maintain a high level of customer satisfaction and at the same time, manage a strong profit line and limit liability.
Directs Manager's with the ongoing focus of guest service, responsiveness and safety
Ensure all pre-shift departmental meetings occur, attending same on a rotational basis, enabling clear two way communication.
Conduct a monthly meeting with associates in all departments
Promote company culture of performance recognition and reward
Enforce all company SOP's, processes, operating plans and standards
Determines and assign work to direct reports on a daily and project basis
Ensure all associates receive sufficient training to perform their jobs and that all supervisory and managerial staff are adequately trained to administer their respective duties in their respective department.
Guarantees that all performance evaluations are performed in a timely and equitable fashion
Direct property asset management staff in accord with operating plan, budget and property standards
Directs the Safety Committee as an active member
Directs property based post orders and security coverage, maintaining a tight key control system and a secure, safe environment
Ensure checkbook system is accurately implemented and adhered to. Manage any pending item
Monitor staffing guides and productivity standards are adhered to reviewing daily accountability reports for all operational departments
Continual random auditing of all processes to confirm functionality and effectiveness of each, correcting deficiencies as determined
Manages Walk-In marketing of available inventory for maximum revenue
Assists with annual budget for each operating department under his/her contact
Contribute to the Division project work as assigned by Senior Executives
Ensure promising associates and supervisors receive developmental and ongoing training, building bench strength in Human Resources for growth and natural attrition
Perform a monthly Quality Assurance Inspection of the property
Verify Deposits and ensure they are taken to the bank before 2pm
Oversees property RFR projects as assigned
Perform Emergency Response duties as required by this role in the Emergency Response Organizational Chart and Plan