HOTEL MANAGER
POSITION PROFILE:
The Hotel Manager is responsible for overseeing the front desk, housekeeping, property maintenance, overnight agents and valet standards.
The job description is not intended to include all duties or qualifications that may be required now or in the future.
The hotel operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting times, and hours worked in a week.
ESSENTIAL FUNCTIONS:
FRONT DESK:
Maintain effective training programs.
Ensure all front desk personnel are highly productive.
Ensure front desk use approved script during the check in process and all guest interactions, including but not limited to, restaurant hours, available on/off site amenities (Pools, Gyms), Trip Advisor, etc.
Train new and existing front desk personnel on protocol and excellent customer service.
Conduct informative and productive monthly front desk team meetings.
Ensure the front desk is maintained in a neat, tidy, and organized fashion.
Ensure that all employees have the tools necessary to fulfill job expectations and guest needs.
Create and monitor front desk, housekeeping, housemen, and overnight schedules weekly to meet budget and pursuant to revenue.
Verify that regular ongoing communication is happening within the departments (e.g., pre-shift briefings, staff meetings, sharing information between rooms & F&B department).
Check guests in/out daily, make reservations as needed, make restaurant reservations as needed, assist guests in concierge services and other related execution of hotel services.
Ensure accurate completion of night audits.
Continuously strive to improve and maintain client and guest experiences.
Be a leader in managing the overall reputation management of the hotel.
Continue to give the brand a voice – naturally showcasing what the brand has to offer and its virtues to others (employees, leaders, owners).
Easily translate a passion for the brand into a unique experience for both guest and employees.
Carry out company protocol to ensure all guest billings are complete as follows.
Ensure reservations have valid billing in advance of their arrival.
Ensure staff conducts bucket checks, handles bank cash pursuant to protocol.
Ensure all routing and billing methods are complete for arriving guests in advance of check in and making certain FD agents comply with protocol.
HOUSEKEEPING & HOUSEMEN:
Manage the housekeeping and housemen rosters.
Oversee the management of the housekeeping and housemen staff daily.
Maintain effective training programs ensuring all housekeeping and housemen personnel are highly productive.
Perform and oversee daily room inspections on arrivals, as well as common areas.
Work with housekeeping team to review linen quality and par levels.
Report all wear, tear and maintenance issues to management.
ENGINEERING:
Oversee the management of the engineering team daily.
Maintain effective training programs ensuring all engineering personnel are highly productive.
Ensure the engineering team are performing preventative maintenance repairs and inspections as mandated by local municipality and/or requirements on systems.
Ensure rapid response of all emergency situations.
Record and file reports as mandated.
Ensure Chief Engineer is reporting any opportunities for efficient use of energy, preventive maintenance, and/or other cost-savings measures.
Ensure work orders are completed in a timely manner.
Communicate with other department heads about work being done throughout the property.
Perform weekly walks with Chief Engineer throughout the hotel to create and prioritize work lists.
COST CONTROL, INVENTORY & PURCHASING:
Managing par levels for the ordering of all items that relate to the rooms and lobby area.
Keep track of inventories, including but not limited to: linen (monthly), guest supplies (bi-monthly), cleaning supplies (bi-monthly), printed collateral (weekly), front desk supplies (monthly), engineering supplies (monthly).
Keep track of rooms inventory by ensuring rooms are being inspected once checked out, comparing to master inventory spreadsheet, and charging guests for missing FF&E items when needed.
Effectively manage wages and controllable expenses.
Focus on maximizing the financial performance of the department.
Monitor performance against budgets and goals.
GUEST SERVICES:
Assist the sales team as needed with blocking and room reservations.
Ensure VIP guests are given proper attention where appropriate.
Ensure service recovery for guests when needed.
Roam hotel common areas daily, greeting guests and visitors to assure their needs are being met and service across rooms and F+B is up to company standards.
Encouraging guests to post positive Trip Advisor reviews.
COMMUNICATION, ORGANIZATION & ADMINISTRATIVE:
Multi-task, meet deadlines, follow up on special projects, communicate well, and be able to excel in a fast paced environment.
Mentor team members to smile, make eye contact, be friendly, enthusiastic and helpful at all times.
Work directly with executive team for any and all issues relating to acceptable delivery of all rooms and common areas.
Seek to develop best practices for all areas of responsibility.
Work side-by-side with the executive team to ensure a cohesive spirit and goal achievement.
Work to facilitate strong relationships with company vendors and suppliers.
Coach and encourage positive morale amongst the front desk, housekeeping, overnight, valet, and houseman staff.
Lead by example at all times and stay visible to staff.
Assist in building a culture of open communication, spend time with team members and be available for them (open door policy).
Personify the best values of the brand, demonstrating exceptional work ethic and service delivery for all employees on property.
REQUIREMENTS
Skills/Knowledge Required:
Must possess a positive attitude.
Must be service oriented.
Must be able to multi-task.
Must possess excellent interpersonal, analytical, and managerial organizational skills.
Ability to satisfactorily communicate in English (speak, read, write).
Ability to perform job functions with attention to detail, speed and accuracy.
Ability to prioritize and organize.
Ability to accurately compute and manipulate mathematical calculations.
Computer knowledge, as well as proficiency in property management system Opera.
Ability to work well with fellow team members and the public.
Be a clear thinker, remaining calm and resolving problems using good judgment.
REQUIREMENTS
Experience: Minimum three years managerial experience within a luxury hotel setting.
Must be able to stand for long periods of time and must be able to lift up to 25 lbs.
ABOUT PALISOCIETY:
Palisociety is a fully integrated hospitality company that acquires, programs, develops, owns and operates unique hotels and residences across the country under three distinct monikers: Palihouse, Palihotel, ARRIVE by Palisociety and a collection of independently branded properties.
We aim to enhance the lives of our guests and the local community, by creating one-of-a-kind neighborhood-centric places filled with interesting people, friendly staff and trusty service.
Palisociety’s four brands feature 13 hotels and 23 restaurants and bars in current operation.
Across the portfolio, five additional hotels are under construction and anticipated to open by Spring 2022, along with a development pipeline of 15 properties in discussion/planning phase.
Palisociety properties have been featured on Condé Nast Traveler’s Hot List, Travel + Leisure IT List, and more, with accolades from the New York Times, Architectural Digest, Wallpaper* and countless others.
Avi Brosh founded Palisociety in 1998 in Los Angeles.