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Responsible for the overall
success of the hotel, meeting or exceeding planned objectives for
revenue and profit, and ensuring guest satisfaction and product quality
standards are met. Manages all areas of the hotel in accordance with
Hampton Inn/Hampton Inn & Suites standards to achieve a friendly
atmosphere of superior guest service and product quality. Provides
exemplary performance for staff to follow.
GUEST SERVICE
• Maintains guest service as the driving philosophy of the hotel.
• Personally demonstrates a commitment to guest service by responding to
guests’ needs.
• IS COMMITTED TO MAKING EVERY GUEST 100 PERCENT SATISFIED.
• Ensures hotel staff, including all new-hires, know all components of
the 100% Satisfaction Guarantee and We CARE—Guaranteed, and are trained
to meet service standards; develops added-value customer service
programs.
• Empowers hotel staff to deliver guest service by encouraging and
rewarding responsive guest assistance.
• Ensures hotel standards contribute to the delivery of consistent guest
service.
MARKETING AND SALES MANAGEMENT
• Develops and implements marketing and sales plans based on demand
segments to maximize revenue per available room.
• Knows why competitors are successful in each demand segment and
directly markets/sells against them.
• Ensures that marketing and sales plans are appropriate for each sales
period, including special plans to maximize room revenue during
forecasted low occupancy.
• Coordinates advertising, public relations, and promotional programs.
• Knows key accounts and actively “sells” through sales calls, property
tours, etc.
PROFIT MANAGEMENT
• Meets or exceeds budgeted profit margin for hotel.
• Accurately forecasts revenues/expenses.
• Prepares annual budget that accurately reflects the hotel’s business
plan.
• Anticipates revenue/cost problems and manages the timing of
discretionary expenditures to stabilize cash flow.
• Analyzes financial and operating information on ongoing basis to
adjust business plans, labor requirements and operating costs.
• Ensures hotel staff is trained in financial control procedures for
cash, vouchers, inventories and receivables, and that these procedures
are regularly followed.
• Produces accurate, timely financial reports.
• Knows the hotel’s demand segments and sources of business for each.
• Knows the principal competition for each demand segment and can take
advantage of the hotel’s relative strengths against each.
• Identifies major revenue and expense opportunities and possible
problems.
• Accurately forecasts occupancy changes based on the changing market
conditions (e.g. increased competition).
• Translates business plans into action and manages those actions toward
the achievement of revenue and cost objectives.
HUMAN RESOURCE MANAGEMENT
• Manages human resources functions including recruiting, selection,
orientation, training, performance planning and evaluation and
pay/reward programs to maintain a qualified workforce.
• Maintains a positive, cooperative work environment between staff and
management.
• Emphasizes employee selection, training and development as a way of
doing business.
• Ensures all hotel employees know hotel objectives.
• Ensures personnel files are accurate and comply with both local and
federal laws and regulations.
• Administers personnel policies fairly and consistently.
• Resolves employee grievances in a fair and timely way.
STANDARD OPERATING PROCEDURES
• Ensures employees understand policies, pay procedures, bonus plans and
benefits.
• Helps to develop management talent by acting as a mentor for direct
reports.
• Ensures training objectives and development plans are completed.
• Monitors and maintains acceptable turnover levels.
ASSET MANAGEMENT
• Maintains physical product standards by managing preventive
maintenance programs and by scheduling deep-cleaning activities.
• Ensures ongoing staff and employee involvement in preventive
maintenance programs.
• Protects the interests of the hotel during capital projects.
• Coordinates capital projects within budget, on time, and with minimal
disruption to the guests.
• Has outstanding property Quality Assurance Evaluations.
• Personally conducts a weekly property audit with the hotel’s
maintenance supervisor and executive housekeeper.
• Inspects rooms, building exterior, parking lot, etc.
SAFETY AND SECURITY MANAGEMENT
• Knows local health and safety codes and regulations that apply to the
hotel.
• Understands and implements “Right to Know” laws.
• Recognizes and corrects potential safety hazards such as broken doors
or railings, fire hazards, etc.
• Recognizes and corrects potential security problems such as locking
doors after hours, etc.
• Understands and follows policies and procedures for the hotel’s key
control system and ensures others are trained in same.
• Uses ongoing safety training to minimize worker’s compensation claims. |
