Job description

General Responsibilities:

Responsible to rotate between Front Desk, Night Audit, At-Your-Service (AYS), and Housekeeping Departments to learn and perform work functions in accordance with hotel and franchise standards. Direct, implement and maintain a strong service and management philosophy which serves as a guide to respective staff.

Qualifications (Essential): • High school graduate.

• Ability to satisfactorily communicate in English with guests, co-workers and management to their understanding.

• Ability to provide legible communication.

• Ability to accurately compute mathematical calculations.

• Ability to work flexible shifts in a 24 X 7 business environment.

Qualifications (Desired):

• Some college or post-secondary education, preferably in hospitality management and/or business administration.

• Previous supervisory experience.

• Previous guest relations and/or training.

• Fluency in a second language, preferably Spanish.

Skills:

• Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness and work with a minimum of supervision.

• Ability to endure abundant physical movements in carrying out job duties.

• Ability to enforce hotel's standards, policies and procedures with staff.

• Ability to ensure security and confidentiality of guests.

Standard Requirements:

1. Supports the Mission, Values and Vision of Shaner, Franchise, and the hotel.

2. Ensures an atmosphere which allows for the privacy, dignity and well-being of all guests and employees in a safe, secure environment.

3. Supports, cooperates with, and implements specific procedures and programs for:

a. Safety, including universal precautions and safe work practices, established fire/safety/disaster plans, risk management, and security, report and/or correct unsafe working conditions, equipment repair and maintenance needs.

b. Confidentiality of all data, including guest, employee and operations data.

c. Quality Assurance and compliance with all regulatory requirements.

d. Compliance with current law and policy to provide a work environment free from sexual harassment and all illegal and discriminatory behavior.

4. Supports and participates in common teamwork:

a. Cooperates and works together with all co-workers; plan and complete job duties with minimal supervisory direction, including appropriate judgment.

b. Uses tactful, appropriate communications in sensitive and emotional situations.

c. Follows up as appropriate with supervisor, co-workers or guests regarding reported complaints, problems and concerns.

d. Promotes positive public relations with guests and employees.

e. Completes requirements for in-service training, acceptable attendance, uniform and dress codes including personal hygiene, and other work duties as assigned.

Essential Functions:(Include the following. Other job related duties may be assigned.)

• Be available to work a flexible schedule, including weekends, holidays, and varied shifts, as required to meet the needs of the Company’s business operations.

• Flexibility to travel and relocate for future growth opportunities.

• Maintain complete knowledge at all times of: o All hotel features/services, hours of operation. o All room types, numbers, layout, decor, appointments and location. o All room rates, special packages and promotions. o Daily house count and expected arrivals/departures. o Room availability status for any given day. o Scheduled in-house group activities, locations and times.

o All hotel and departmental policies and procedures.

• Access all function of computer system according to established procedures and standards.

• Rotate between the various Rooms Divisions Departments, i.e. Front Desk, Housekeeping, etc. to learn and perform all applicable job functions.

• Shadow respective department manager, supervisor, or General Manager to learn management functions within respective area(s).

• Ensures compliance with and completion of all daily operational procedures of assigned Department(s).

• Ensures communication with General Manager, all other Department Managers, and staff.

• Assists with managing all aspects of employee performance to ensure productivity and a quality work environment.

• Establishes, maintains, and trains standards and procedures for cleaning and safe working conditions in the assigned department(s).

• Works to ensure high scores for customer service, cleanliness and other related items on all Shaner and Franchise inspections.

• Follows-up and maintains compliance with all Shaner, Franchise, Safety and OSHA programs, policies, procedures and reports.

• Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.

• Monitor staff performance in all phases of service and job functions.

• Monitor the staffs' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.

• Assist staff with their job functions to ensure optimum service to guests.

• Observe guest reactions and confer frequently with staff to ensure guest satisfaction.

• Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day; promote positive guest relations at all times.

• Monitor and handle guest complaints ensuring guest satisfaction.

• Assist guests with reports of lost/stolen articles, following hotel policy.

• Adhere to hotel and franchise requirements for guest/employee accidents or injuries and in emergency situations.

• Ensure security of guest room access.

• Assist with daily/weekly payroll records and other reports as needed.

• Report any damages, maintenance problems or safety hazards to the Engineering Department.

• Complete all other duties as assigned.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 10 hour shift
• 12 hour shift
• 8 hour shift
• Day shift
• Evening shift
• Holidays
• Monday to Friday
• Weekend availability

Ability to commute/relocate:

• Key Largo, FL 33037: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Hotel management: 1 year (Preferred)
• Hospitality: 1 year (Preferred)

Work Location: In person

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