SUMMARY:

Responsible for generating profit to meet or exceed budget expectations while maintaining operational and guest service standards as described for Johnson Hospitality hotels.

ESSENTIAL FUNCTIONS:

• Develop, administer, and control the hotel revenue and expense budgets

• Analyze profit & loss and general ledger statements. Submit P&L variance reports in a timely manner

• Review and approve the hotel payroll

• Review and approve transmittals and other front office paperwork and reports

• Authorize direct bill accounts and monitor the administration of accounts receivable

• Handle certain top and target accounts; participate in joint sales calls

• Provide direction, input, and approve the hotel marketing plan

• Follow up as needed on the Marketing Plan. Review top and target accounts and weekly call reports with sales staff

• Review room inventory management to ensure maximization of room revenue

• Monitor negotiated rates

• Ensure proper selection, training, counseling, and motivation of hourly employees. Hire, train, counsel, and motivate the management team

• Ensure proper administration of benefits programs to all hotel employees

• Review all hourly personnel performance appraisals. Conduct all management (direct reports) performance appraisals

• Review all hourly employee disciplinary procedures and documentation. Follow positive discipline steps, up to and including termination, to correct all performance deficiencies

• Ensure an employee attitude of attentiveness and anticipation of guest needs

• Ensure proper delivery of guest special requests

• Use the L.E.A.R.N Model for all guest recovery incidents that occur. (Listen,
  Empathize, Apologize, React, Notify)

• Always have a friendly and welcoming demeanor when interacting with our guests

• Meet with and solicit comments from guests regularly to determine their level of satisfaction with all guest services and facilities

• Monitor results of GSS. Take appropriate corrective actions on a timely basis

• Respond and follow up on all written guest complaints. Ensure guest satisfaction with the resolution of the complaint or problem

• Inspect guest rooms on a spot-check basis for cleanliness and proper suite care

• Develop and maintain hotel programs to ensure that the quality assurance program criteria are met

• Complete written reports on the status of the property after a QA inspection

• Complete and submit all forms for capital improvement for the hotel

• Ensure all employees are trained to act according to procedure in the event of an emergency or accident at the hotel

• Ensure a viable key control program is in place in all hotel departments

• Ensure front office associates follow proper cash control procedures

• Ensure that the security and safety needs of the employees, property, and guests are met

• Maintain an active and visible position in the local community and industry

• Develop and maintain rapport with competitor hotels, City Convention and Visitors Bureau, Chamber of Commerce, lead sources, clients, etc.

• Participate in community activities, employee functions and guest events

• Attend brand business & marketing council meetings

• Conduct regular staff and sales meetings

• Respond to Corporate/Ownership requests. Follow-up with the management and ownership on a regular basis

• Evaluate and respond to annual Employee Engagement Survey results

• Perform all other tasks and assignments as requested by the Manager

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

These duties may require you to frequently bend, lift, carry, twist, push, pull, reach, kneel, and may require prolonged periods of standing and/or walking. Must be able to lift, push, and pull a minimum of 50 pounds. You will be trained to perform all these functions within the required safety guidelines and expectations. If at any point you feel you are unable to perform any of these functions, please let your manager know immediately.

Hotel Management experience