Core Activities Managing Profitability Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer Analyzes service issues and identifies trends Makes and executes the necessary decisions to keep property moving forward toward achievement of goals Work with hotel management team to develop an operational strategy that is aligned with the brand’s business strategy and leads its executions. Managing Revenue Goals Monitors hotel operations sales performance against budget Focuses on growing revenues and maximizes the financial performance of the department Review reports and financial statements to determine hotel operations performance against budget Coaches and supports operations team to effectively manage occupancy & rate, wages and controllable expenses Leading Operations and Department Teams Functions as the strategic business leader of the property’s Hotel Operations; areas of responsibilities include Front Office, Business Centre, Housekeeping, Food & Beverage, Engineering/Maintenance and Security. Works with Head of Departments to develop and implement departmental strategies and manage the implementation of the brand service strategy and brand initiatives Develops and implements property-wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand’s target customer and employees and provides a return on investment Champions the brand’s service vision for product and service delivery and ensures alignment amongst the hotel Head of Departments. Develops systems to enable employees to understand guest satisfaction results Communicates a clear and consistent message regarding departmental goals to produce desired results Develops positive owner relationships Performs other duties, as assigned, to meet business needs Managing the Guest Experience Reviews guest feedback with Head of Departments and verifies that appropriate corrective action is taken Responds to and handles guest problems and complaints Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction. Creates an atmosphere in all Rooms and Food & Beverage areas that meets or exceeds guest expectations. Managing and Conducting Human Resources Activities Facilitates the development of creative solutions to overcome obstacles and manages the implementation to continually improve guest satisfaction results Verifies that employees are treated fairly and equitably Verifies that regular, on-going communication is happening in Operations (e.g. pre-shift briefings, staff meetings) Fosters employee commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and employees Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results. Sets goals and expectations for Head of Departments using the performance review process and holds staff accountable for successful performance Solicits employee feedback, utilizes on “open door policy” and reviews employee satisfaction results to identify and address employee problems or concerns Verifies that property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard of Operation Procedures (SOPs) Conducts annual performance appraisal with Head of Departments according to SOPs Champions change, manages the implementation of brand and regional business initiatives and communicates follow-up actions to team as necessary.