As a property leader, you are responsible for all aspects of the operations, including guest and employee satisfaction, financial performance, and sales and revenue generation for the hotel.
Responsibilities
- Monitor guest feedback on Revinate and TripAdvisor to benchmark hotel performance and identify improvement opportunities
- Handle escalated guest complaints and lead service recovery processes to maintain high satisfaction levels
- Conduct weekly and monthly property inspections to ensure operational standards and maintenance progress
- Oversee preventative maintenance activities to ensure timely completion and minimize disruptions
- Implement and enforce best practices in guest service to enhance customer experience consistently
- Manage completion of key property initiatives, including capital projects and refurbishments, ensuring quality and timeliness
- Lead the annual business planning process, aligning operational goals with financial targets
- Prepare, present, and drive achievement of the hotel's annual Operating Budget, Sales and Marketing Plan, and Capital Budget
- Support key corporate client management and participate in new client acquisition alongside the sales team
- Assist sales efforts for key contracts and prospects as needed to support revenue growth
- Ensure accurate financial record-keeping through collaboration with the finance team and timely reporting
- Enforce full compliance with Standard Operating Procedures (SOPs), policies, procedures, and service standards
- Facilitate effective and timely communication regarding hotel policies and procedures across teams
- Build owner loyalty by proactively managing expectations and delivering consistent business results
Required competencies and certifications
- Diploma or Degree from an accredited university in hospitality, tourism management, or a related field
- Minimum 4-5 years experience in a management role such as Executive Assistant Manager, Rooms Division Manager, Operations Manager, or Director of Sales
