Complex Assistant Manager of Operations

Description

JOB OVERVIEW: Provide guidance
and leadership to the Rooms Division, ensuring consistent compliance with hotel
policies, and quality guest service while maximizing departmental profits.
Indirectly offers supervision for the entire hotel as well as making policies
and developing plans for carrying out work programs. Acts as General Manager
in the General Manager’s absence, as requested.

REPORTS TO: Director
of Operations

ESSENTIAL JOB FUNCTIONS:

1. Implement and manage
hotel’s daily quality process including goal communication, associate
improvement, compliance with Crescent standards of product and performance,
service recovery and problem resolution. Disseminate feedback from comment
cards, guest satisfaction and service failure measurements and coach
accordingly.

2.

Interview, hire, train, recommend performance evaluations, resolve problems,
provide open communication and recommend discipline and/or termination when
appropriate.

3. Communicate both verbally and in writing to provide clear
direction to staff.

4. Assign and instruct Rooms Division Department
Managers in details of work. Observe performance and encourage improvement.
Monitor hotel occupancy and make staffing adjustments accordingly.

Supervise and review cost and inventory controls.

5. Field guest
complaints, conducting thorough research to develop the most effective solutions
and negotiate results. Prepare written correspondence to guests. Listen
and extend assistance in order to resolve problems such as price conflicts,
insufficient heating or air conditioning, etc. Remain calm and alert especially
during emergency situations and heavy hotel activity. Plan and implement
detailed steps or problem resolution by using experienced judgment
and discretion.

6.

Supervise the budgeting, forecasting, training, motivating and staffing of
the Rooms Department including: Telephone, Housekeeping Services, Front Office,
Laundry, Concierge and Guest Services.

7. Prepare Forecast expenses
and actual results for the Rooms Division revenue and expenses. Review Security
logs daily for significant incidents, and coordinate with department heads all
enforcement of policy and/or improvements in service needed.

8. Work
closely with the General Manager in establishing and monitoring policies
and guidelines in the day to day operation of the hotel to ensure profitability
and consistency. Solve problems of detail that come up in the course of
the work.

9.

Plan, organize, chair, attend and/or participate in various hotel meetings such
as: Staff Meetings, Rooms Division Meetings, Executive Committee Meetings,
Quality Teams Meetings, etc.

10. Comply with attendance rules and
be available to work on a regular basis.

11. Perform any other job related
duties as assigned.

REQUIRED SKILLS AND ABILITIES:

Must have
the ability to communicate in English. Self-starting personality with an even
disposition. Maintain a professional appearance and manner at all times.

Can communicate well with guests. Must be willing to “pitch-in” and help co-
workers with their job duties and be a team player. Requires the exercise
of considerable managerial skill as position involves frequent decisions,
meeting of deadlines, negotiations of contracts of vendors, analytical ability
and the planning, organization development and coordination of large scale work
projects. Ability to effectively deal with internal and external customers, some
of whom will require high levels of patience, tact and diplomacy to defuse anger
and collect accurate information and resolve conflicts. Complex mathematical
skills and considerable skill in the use of a calculator to prepare complex
mathematical calculations without error, i.e. budgets, forecasting.

Ability to be mobile for significant distances between and within buildings
on the property. Ability to observe performance and detect signs of emergency
situations and respond with proper action.

PERFORMANCE
STANDARDS

Customer Satisfaction:

Our customers are what we
are about. One of the keys to a positive guest experience is positive
interaction with Crescent staff. It is essential that you remain professional
at all times, and that you treat all guests and associates with courtesy
and respect, under all circumstances. Every Crescent associate is a guest
relations ambassador, every working minute of every day.

Work
Habits:

In order to maintain a positive guest and associate experience,
your work habits should always meet and strive to exceed hotel standards
for work procedures, dress, grooming, punctuality and attendance.

You should be adaptable to change in your work area and in hotel procedures
with a willingness to learn new skills and/or improve existing ones, have
the ability to solve routine problems that occur on the job and ask for help
whenever you are not sure how to do something.

Safety &
Security:

The safety and security of our guests and associates is
of utmost importance to Crescent. Every Crescent associate should adhere to
the hotel security policies and procedures, particularly regarding key controls,
lifting heavy objects, using chemicals, and effectively reporting safety hazards
and safety concerns.

NOTE:

This description excludes non-essential
and marginal functions of the position that are incidental to the performance
of the fundamental job duties.

Furthermore, the specific examples in each section are not intended to
be all-inclusive.

Rather, they represent the typical elements and criteria considered necessary
to perform the job successfully. Other job-related duties may be assigned by
the associate’s supervisor.

Furthermore, this description is subject
to change, in the sole discretion of the Company, and in no way creates
an employment contract, implied or otherwise; each associate remains, at all
times, an “at will” associate.

Equal Opportunity Employer/Protected
Veterans/Individuals with Disabilities

This employer is required
to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the href="https://www.eeoc.gov/poster">Know Your Rights notice from
the Department of Labor.

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