Summary
Assists Team Leader to ensure efficient and profitable operations by performing the following duties personally or through fellow Team Members. Responsible for ensuring a great experience for guests and team members.
Essential Duties and Responsibilities include the following:
- Responsible for hotel operations in absence of the Regional General Manager, is part of the MOD schedule and serves as on-call manager.
- Oversees schedules for Guest Service Team Members according to budget guidelines – fills in as needed.
- Responsible for training Guest Service Associates in accordance with standards as outlined by Hilton Hotels Corporation and Willow Valley (required video & emergency training).
- Ensures hotel’s revenue is posted correctly and maintains balancing and clearing of house accounts in system.
- Maximizes occupancy by supervising and promoting yield management and suggestive selling of hotel, to ensure total revenue, RevPAR and ADR exceed projections.
- Orders office supplies, front desk uniforms and required Hilton Hotels Corporation Guest Service collateral while operating within monthly budget.
- Responsible for ensuring accurate record of Guest Services timeclock punches.
- Partners with Guest Services Supervisor to conduct quarterly Front Desk meeting with outlined agenda.
- Assist with Guests complaints and special requests.
- Coordinate work orders with maintenance and housekeeping.
- Supervise proper handling of cash and responsible for maintaining budget and checkbook.
- Handles Chargebacks & Disputes
- Follows established company policies, procedures, and practices to ensure compliance and consistency with all Team Members and Guests.
- Provide a superior experience to all Guests by giving warm hospitality and executing ways to exceed expectations.
- Provide an excellent work environment by listening and reacting to Team Member’s needs. Recognize and reward Team Members during special occasions and achievements.
- Due to seasonal needs within the Hospitality Industry, it may be necessary to adjust schedules to meet the demands of our business.
- Schedule requires flexibility.
- Performs other duties as assigned.
Supervisory Responsibilities
Manages Team Members in Guests Services. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, and training Team Members; planning, assigning, and directing work; appraising performance; rewarding and disciplining Team Members; addressing complaints and resolving problems. Responsible for and designating a back-up for processing departmental payroll components in a timely manner, such as weekly timesheet approvals, transferal of hours, PTO, entering schedules, etc.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and /or Experience
Associates degree (A.A.) or equivalent from a two-year college or technical school; or 4 years related experience and/or training; or equivalent combination of education and experience.
Certificates, License, Registrations
Hilton Brand Training upon hire
CPR Certification preferred
Valid PA Driver’s License
RAMP Training upon hire
Safety Policies and Practices
The Team Member in this position is responsible for following Willow Valley’s safety policies and procedures, promoting safety, and identifying areas for improvement. The Team Member must be knowledgeable about and follow Willow Valley’s Safety Manual. The Team Member will be reviewed annually on workplace safety.
Aware of safety hazards and acts proactively to prevent injuries. Reports injuries and illness promptly and thoroughly. Attends training meetings, performs site safety inspections and conducts Team Member training when appropriate.
Signatory Authority
Sign purchase requisitions and invoices for expenditures for products and services continuously required to carry out the functions of your operational area in accordance with the annual Willow Valley Associates, Inc. Signature Authority Limits.
Computer Skills
General Computer Skills with experience using Word, Excel, Power Point, Email, Internet Software, MS Windows OS, Kronos and Property Management Systems.
Complexity & Judgment
Work requires performing non-routine tasks that are unrelated. Problem solving occurs as a regular part of the job. Established practices and procedures are not always available to address all situations. Individual judgment is used on a regular basis.
Guest & Team Member Relations
This position requires the ability to resolve issues with Guests, Team Members and/or the public. Influencing and persuasion are frequently used skills of this position.
Reasoning Ability
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Language Skills
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Mathematical Skills
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
Physical Demands
While performing the duties of this job, the Team Member is frequently required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; talk or hear; and taste or smell. Specific vision abilities required by this job include close vision, distance vision, and color vision.
Work Environment
While performing the duties of this job, the Team Member is occasionally exposed to outdoor weather conditions and the risk of electrical shock. The noise level in the work environment is usually moderate.
Full-time benefits offered by Willow Valley
- Medical
- Dental
- Vision
- Matching 401(k)
- Employee Assistance Program
- Hotel Discount Program
- Fun Work Environment!
Willow Valley Associates is an equal opportunity employer.
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