Additional Information: This hotel is owned and operated by an independent franchisee, Chica Linda. The franchisee is a separate company and a separate employer from Marriott International, Inc. The franchisee solely controls all aspects of the hotel’s employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment. If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.
Under the general direction of the Hotel Manager, oversee the activities of the Room Division to ensure the achievement of established quality, guest service standards and departmental revenue and profit goals. Adhere to governmental regulations concerning hotel emergency procedures, safety, or other compliance requirements, as well as brand standards and local policies and procedures. Deliver a guest experience that is unique and brings the brand to life.
Financial Returns
· Oversees their implementation
· Ensures training needs analysis of Rooms Division is carried out and training programs are designed and implemented to meet needs
· Conducts probation and formal performance appraisal in line with company guidelines
· Maintains up to date staff records and approves leave requests etc. Coaches, counsels, and disciplines staff, providing constructive feedback to enhance performance
· Regularly communicates with staff and maintains good relations
Guest Experience
· Build and maintain positive relationships with all customers and guests in order to exceed their needs
· Take action to address these needs in order to exceed their expectations
· Create a positive hotel image in every interaction with internal and external customers
· Ensure your direct reports have current guest focused standards and procedures which are used effectively for training purposes
· Ensure all front office staff provides guests with prompt service, professional attention, and personal recognition
· Ensure guests are greeted upon arrival and make time to interact effectively with guests.
· Respond appropriately to guest complaints, solicit feedback, and build relationships that drive continuous improvements in guest satisfaction.
· Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies.
· Ensure that guest satisfaction data is analysed and that plans are developed and implemented to achieve established goals
· Communicate to appropriate departments all pertinent information related to the expected arrival and departure of VIP’s and other key guests, or other special guest needs
People
· Direct day-to-day staffing requirements, plan and assign work, and establish performance and development goals for team members.
· Provide mentoring, coaching and regular feedback to help manage conflict and improve team member performance
· Educate and train team members in compliance with brand standards, service behaviours, and governmental regulations.
· Ensure staffs have the tools, training, and equipment to carry out job duties
· Promote teamwork and quality service through daily communication and coordination with other departments.
· Recommend and/or initiate salary, disciplinary, or other staffing/human resources-relate
Job Qualifications:
•At least 3 year(s) of working experience in the position
• Experience or knowledge of hotel management is essential
• Proficiency in Microsoft Office, Opera PMS, Micros, and Marriott Accesses (GXP, GuestVoice etc.)
• Highly developed organizational skills
• Possess initiative and pro-activeness
• Outstanding verbal and written communication skills
• Ability to handle sensitive information in a confidential manner
This company is an equal opportunity employer.
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The Autograph Collection is a growing collection of four and five-star independent hotels, each offering unique and memorable experiences. Each hotel is thoughtfully chosen for its quality, originality, bold character, and ability to offer today’s traveler a range of unique experiences suited to their individual sense of style and adventure. All Autograph Collection hotels look to attract The Individualist, the brand's target consumer. The Individualist is someone who uses travel as an opportunity to add to their personal narrative – in essence they are hand selecting our hotels whether for personal or corporate travel because it is much more than simply a place to rest. In joining Autograph Collection, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
