Assistant Manager of Residences

JOB SUMMARY

Functions as the strategic business leader of rooms operations and acts
as General Manager in his/her absence. Areas of responsibility include Front
Office, , Retail/Gift Shops, Recreation/Fitness Center, Housekeeping
and Security/Loss Prevention. Position oversees the development
and implementation of departmental strategies and ensures implementation of
the brand service strategy and brand initiatives. The position ensures the rooms
operations meet the brand’s target customer needs, ensures employee
satisfaction, focuses on growing revenues and maximizes the financial
performance of the department. 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.

CANDIDATE PROFILE

Education and Experience

• 2-year degree from
an accredited university in Business Administration, Hotel and Restaurant
Management, or related major; 4 years experience in the guest services, front
desk, housekeeping, sales and marketing, management operations, or related
professional area.

OR

• 4-year bachelor's degree in Business
Administration, Hotel and Restaurant Management, or related major; 2 years
experience in the guest services, front desk, housekeeping, sales and marketing,
management operations, or related professional area.

CORE WORK ACTIVITIES

Managing
Property Operations

• Working with Rooms management team
to develop an operational strategy that is aligned with the brand’s business
strategy and leads its execution.

• Reviewing comment cards, guest
satisfaction results and other data to identify areas of improvement.

•
Evaluating if Operations Team is meeting service needs and provides feedback
to operations team.

• Participating in public space walk-throughs
with Engineering and Housekeeping to ensure guest rooms, public space and back
of the house areas are well maintained and preventative maintenance processes
are in place.

• Touring building on a regular basis speaking
with employees and guests to understand business needs and assess operational
opportunities.

• Reviewing findings from comment cards and guest
satisfaction results with leadership team and ensures appropriate corrective
action is taken.

• Working with team to put sustainable work processes
and systems in place that support the execution of the strategy.

•
Reviewing reports and financial statements to determine Rooms operations
performance against budget.

• Communicating a clear and consistent
message regarding departmental goals to produce desired results.

Leading Operations Teams

• Ensuring employees
are treated fairly and equitably.

• Celebrating successes and publicly
recognizes the contributions of team members.

• Fostering employee
commitment to providing excellent service, participating in daily stand-up
meetings and models desired service behaviors in all interactions with guests
and employees.

• Making and executes the necessary decisions to keep
property moving forward toward achievement of goals.

Managing Relationships with Property Stakeholders

•
Attending owners meetings and provides meaning or context to the rooms
operational and financial results.

• Establishing relationship with owner
as a business partnership and supports the relationship between the General
Manager and the owner.

Managing
Profitability

• Coaching and supports operations team
to effectively manage occupancy & rate, wages and controllable expenses.

• Working with direct reports to determine areas of concern and establish
ways to improve the departments’ financial performance.

• Leading cost
containment efforts within Rooms operations including organizational
restructuring when necessary.

• Focusing on maintaining profit margins
without compromising guest or employee satisfaction.

• Identifying key
drivers of business success and keeping Rooms leadership focused on the critical
few to achieve results.

Managing the Guest
Experience

• Creating an atmosphere in all Rooms and Food
and Beverage areas that meets or exceeds guest expectations.

•
Championing the brand’s service vision for product and service delivery
and ensures alignment amongst the Rooms leadership teams.

• Ensuring core
elements of the service strategy are in place to produce the desired
results.

• Establishing and maintaining open, collaborative relationships
with direct reports and entire Rooms operations team.

Ensures direct reports do the same for their team.

• Interfacing
with customers on a regular basis to obtain feedback on quality of product,
service levels and overall satisfaction.