Hotel Manager

Job Description The Hotel Manager assists in overseeing all front office operations, including front desk, VIP Services, Owner check-in, PBX, valet, bell desk, and transportation services to ensure quality and overall guest satisfaction. This position provides guidance and leadership in the administration of the Hotel by directing team member efforts toward guest satisfaction, employee productivity and hotel profitability. Role and Responsibilities Implement and manage the hotel’s daily quality process including goal communication, staff empowerment, compliance with Westgate Standards of Product and Performance, service recovery and problem resolution.

Disseminate feedback from comment cards, guest satisfaction, and service failure measurements and coach accordingly. Visually observe team member performance and conduct evaluations such as public area or room inspections, coordinate action plans in deficient areas as needed. Formulate and issue proper responses to all guest feedback.

Investigate incidents with the appropriate departments and take corrective action. If necessary, respond to guests with the results of investigation and offer a possible resolution. Conduct one‑on‑ones for team member progression.

Train new Guest Services department personnel. Maintain a detailed knowledge of the hotel’s availability, services and amenities. Display a proactive and leading role in service, culture, development, team image, systems, procedures and skill development.

Audit team member cash banks; know cash handling procedures. Plan and control shift preparation and effective communication to the team using available information. During emergencies, act as ambassador for the hotel until Executive Leadership arrives.

Act as duty manager, ensuring all guests are satisfied, both internally and externally. Lobby duty to facilitate guest movement around the hotel. Prevent abuse and/or destruction of hotel property.

Remain flexible to cover unexpected needs of the Hotel and outlets. Know all safety procedures and act upon them; understand accident prevention policies. Have a good understanding of Property Management Software (LMS).

Anticipate and intervene in all incidents of guest dissatisfaction and attempt to satisfy all such guests within hotel policy. Treat HotSOS service orders for Hotel Management; complete entries with compensation to justify expense. Manage daily operations of the department.

Regulate daily activities of team members, providing guidance and support to maintain quality performance standards. Interview and select team members; oversee department training and development. Maintain an inventory list of supplies and equipment in the department.

Assume other duties and responsibilities as assigned or directed. Performance Requirements Ability to read, write, speak and understand English clearly to document important information and provide clear guidance. Ability to relate to all levels of management and team members verbally and in writing; knowledge of other languages is a plus.

Understanding of hotel management best practices and relevant laws and guidelines. Working knowledge of Microsoft Office; familiarity with hotel management software (LMS) is an advantage. Excellent customer service skills and business mindset.

Demonstrable decision‑making and problem‑solving aptitude. Reliable multi‑tasking under pressure. Outstanding leadership skills and attention to detail.

Ability to use a personal computer for storing, developing and analyzing information. Knowledge of systems used by the hotel in day‑to‑day operations. Possess extensive knowledge of all areas of hotel management.

Communicate effectively verbally and in writing to provide direction and guidance; instruct staff on details of work. Observe performance and encourage improvement; monitor workload and adjust staffing accordingly. Handle internal/external customers requiring patience, tact and diplomacy to defuse anger.

Collect accurate information and solve management concerns. Exercise judgment and control over team performance. Handle multiple problems requiring initiative and good judgment.

Show social skills by listening and responding to inquiries with a positive, clear speaking voice; provide accurate information regarding policies and procedures. Develop and implement improvement programs. Lead and motivate individuals or groups of team members.

Maintain attendance in accordance with standards. Manage multiple situations and emergencies while maintaining composure and self‑control. Monitor policies and guidelines in daily hotel operations.

Maintain a neat, clean and well‑groomed appearance. Qualifications Experience Requirements: 2 years supervisory or management experience preferred. 5 years minimum combined experience in front office, bell desk, valet, housekeeping and/or related hotel operations departments. Experience with LMS or comparable property management system preferred.

Experience handling cash, accounting procedures and general administrative tasks. Education Requirements: GED/High School diploma. College degree preferred. #J-18808-Ljbffr