Oversee Front office, bell/ski valet services, reservation, housekeeping, and maintenance departments.

 

Work closely with all departments as necessary and strive to provide a consistent level of luxury service.

 

• Work independently be motivated for success; instill and reinforce luxury service standards to ensure an exceptional experience for all guests.
• Interview, select and implement training for the front of house and back of house teams.
• Create and sustain luxury hotel standards and goals on a daily basis. 
• Facilitate the new hire and on-going training programs for all employees.
• Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and nametag when working.
• Work with information systems to ensure all technical programs are working correctly and efficiently.
• Work hands on with supervisors and managers to ensure timely and accurate completion all day to day operations, tasks and any special projects. 
• Assist Front Office Manager/Supervisor with handling guest service issues.  Provide guidance to team on how to handle complaints and perform service recovery.
• Assist Back of House staff with hotel room and housekeeping/maintenance standards.  Provide leadership to all team members to ensure luxury hotel standards are met at all times. 
• Communicate with all support departments, accounting, human resources, management and ownership as requested and necessary.
• Create and maintain a revenue management, budget & expense program.
• Maintain hotels rates, promotions, OTA channels, & marketing program up to date and accurate.
• Work with marketing department to enhance offers/exposure.  
• Solving problems related to guest needs and issues
• Solving problems related to employee needs and issues
• Solving problems related to third party workers such as night cleaners, laundry attendants and housekeeping.
• Responding to emergency situations at all times; fire alarms, bomb threats, thefts and other situations.
• Preparing the team for business, specifically:
• Review of the upcoming arrival and VIP lists
• Responding to guest issues
• Alerting housekeeping and maintenance teams of possible issues
• Involvement with VIP guests
• Oversee entire hotel, so they would also be involved in the operations of all departments to ensure guests are happy in all areas, i.e.; room service, public areas. 
• Work with Unit Owners to give them the best service possible by managing stay weeks, collecting and sending payments on time, and accommodating them when they are in house.
• Perform mid-season and end of season performance bank reviews for all paid staff.
• Recognize & reward hard work and motivation in employees.