Position Purpose: Represent hotel/resort to guests and employees by handling all aspects of hotel/resort operations. Responsible for assisting the G.M. with guest complaints, emergency situations, inspecting hotel public areas and monitoring hotel employees to ensure compliance to all procedures established by management.
• Monitor hotel staff in all departments to ensure that all procedures are being adhered to as established by management. As necessary, step into operating department and delegate or physically participate in duties essential to expediting problems and delays most effectively. Utilize computer system to access and input information. Activities involve lifting and or moving heavy objects, walking/standing for long periods and working in undesirable conditions.
• Inspect all physical aspects of the hotel's appearance with emphasis on back of the house on a continual basis in accordance with standards established by hotel management. Inspections require, but not limited to, bending, stooping, reaching, climbing and kneeling. Immediately report all safety hazards or items in need of attention to appropriate departments.
• Implements and manages hotel's daily quality process including: goal communication, staff member empowerment, compliance to Hilton Standards of Product and Performance, service recovery and problem prevention. Disseminates feedback from SALT Scores and travel review sites, such as Trip Advisor, guest satisfaction and service failure measurements and coaches accordingly.
• Coordinate all assignments delegated from the General Manager's office and follow-up on successful completion of same, such as monthly P&L meeting preparation and weekly forecast updates.
• Analyze and approve or reject forecasts and budgets (monthly, annual and quarterly) based on criteria from the corporation, General Manager, and/or current projects.
• Respond to hotel emergencies immediately in a calm and effective manner consistent with hotel emergency procedure policy. Response could involve but is not limited to running up/down several flights of stairs past and around obstacles. Color vision is critical in determining nature of the alarm.
• Handle noise complaints, credit problems, employee conflicts, guest relocation, and rejection of undesirable guest in conjunction with hotel security force utilizing diplomacy and good judgment. Supportive Functions: In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the hotel.
• Greet and escort VIP guests to accommodations.
• Review and approve allowance, paid outs and petty cash.
• Handle security dispatch/guest hotline calls as required in order to accommodate guests in a timely manner.
• Inspect guest rooms in order to inventory specific amenities, and to ensure standard compliance.
Specific Job Knowledge, Skill and Ability: The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.
• Ability to use computer keyboard, telephone, and electronic equipment to meet requests effectively. Knowledge of systems utilized by Hilton in conducting it's day to day business.
• Ability to communicate all significant incidents/accidents in clear English language, utilizing excellent business writing skills.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to diffuse anger and collect accurate information and professionally resolve problems.
• Considerable knowledge of all departments' functionality, hotel facilities/services, as well as city and current events.
• Excellent verbal communication skills.
• Good hearing and visual ability in order to detect signs of emergency.
• Ability to grasp, carry, and operate handheld communication device weighing 5 lbs. for up to 8 hours consecutively.
• Ability to walk/run up/down several flights of stairs past/around obstacles and walk or stand for 8 consecutive hours.
• Ability to stand/walk outdoors in conditions of extreme heat or cold, fumes, dampness, noise and slippery surfaces; bending, stooping, kneeling, reaching and climbing.
• Ability to push/pull cart/table weighing up to 150 lbs.; grasp, lift to waist and carry items weighing up to 50 lbs.
Education: Any combination of education, training, or experience that provides the required knowledge, skills and abilities. College degree(s), or equivalent hotel experience.
Experience: Minimum of 8 years prior hotel experience required and 4 years previous supervisory experience.
Licenses: Ability to obtain any government required license or certificate.
Grooming: All employees must maintain a neat, clean and well-groomed appearance (specific standards available).