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· CUSTOMER SERVICE: Meet service quality standards that affect guest satisfaction; respond to guest or team member questions or problems in a timely, professional manner.
· WORK HABITS: Meet the hotel standards for work procedures, dress, grooming, attendance, and punctuality; report to work and return from breaks on time; give advance notice when absence is anticipated; require typical amount of supervision; accept work assignments without complaints.
· PERSONAL DEVELOPMENT: Accept opportunities to learn new skills, improve performance or cross-train for other hotel positions; solve routine problems that occur on the job; ask questions when not sure how to complete something; learn new skills as quickly as most others in the same job.
· SAFETY AND SECURITY: Follow the hotel’s recommended safety, security, and emergency procedures; follow hotel procedures for key control, lifting heavy objects and/or using chemicals; report potential security risks and hazardous conditions to management.
· ADMINISTRATION: Maintain accurate records, files, reports, contracts, etc.; frequently produce reports and correspondence that are effective, appropriate for the audience, and grammatically and technically accurate; protect confidentiality of all relevant information; effectively handle team members and guests on the phone by practicing proper phone skills; effectively use computer systems and software to analyze information, produce reports and correspondence.
· FINANCIAL: Remain within budget for department, projects and/or supplies; payroll is accurately processed and properly documented; meet standards for payroll; follow procedures in accordance with Internal Audit and FLSA .
· Constantly. Collaborate with hotel team to develop labor standards for each position to be included in Hotel Effectiveness
· Constantly. Set up Hotel Effectiveness system on property to ensure seamless and flawless inaugural 2021 labor season
· Constantly. Conduct property-wide training on Hotel Effectiveness use and processes and develop/execute ongoing training to reinforce and ensure efficient and consistent knowledge and use among management team.
· Constantly. Assist Department Heads with Labor reporting on a weekly and monthly basis. Detect and communicate areas of opportunity.
· Frequently. Observe departmental operations and provide input into improving performance efficiency.
· Frequently. Develop reporting process of Key Performance Indicators tying together Hotel Effectiveness with Profit Sword and other applicable systems.
· Frequently. Develop and maintain labor plans, ensure that all positions have plans attached to them. Adjust accordingly if environment changes.
· Frequently. Hold daily labor meetings to review prior day and week to date actuals vs labor plan. Ensure that department managers are reacting to overages/shortages.
· Frequently. Ensure that all managers are keeping up with daily labor check in’s and audit required commentary associated with this process.
· Frequently. Ensure that all key revenue metrics are properly mapped and flowing into Hotel Effectiveness on a daily basis, either by manual night entry or interfaced with PMS/POS.
· Occasionally. Involvement in end of month reporting and P&L analysis and help to develop department managers.
· Occasionally. Involvement in creating budgets and forecasts for operating departments utilizing Hotel Effectiveness labor plans, tied in with Profit Sword.
· Constantly. Maintain work areas neat and organized.
· Constantly. Report all unsafe conditions immediately.
· Frequently. Complete other tasks as assigned by supervisor.
· Occasionally. Attend all mandatory meetings.
· SITTING: Constantly. Sitting in a backed chair behind a desk.
· STANDING/WALKING: Frequently. Distribute reports to different hotel departments.
· CROUCHING (BEND AT KNEES): Occasionally. When loading computer paper, filing in lower cabinets and drawers, and retrieving records.
· KNEELING/CRAWLING: Occasionally. When loading computer paper, filing in lower cabinets and drawers, and retrieving records.
· STOOPING (BEND AT WAIST): Occasionally. When loading computer paper, filing in lower cabinets and drawers, and retrieving records.
· TWISTING (KNEES/WAIST/NECK): Rarely.
· CLIMBING: Frequently. Climb stairs.
· BALANCING: Rarely.
· LEG/FOOT USE: Rarely.
· REACHING (OVERHEAD/EXTENSION): Occasionally. Reaching overhead for boxes when conducting a records search.
· HANDLING/GRASPING: Constantly. Sorting and filing of large quantities of paperwork.
· FINGERING/FEELING: Constantly. Calculator and computer keyboard.
· PUSHING/PULLING: Occasionally. Average weight 5 lbs.; maximum weight 25 lbs.
· LIFTING/CARRYING: Occasionally. Average weight 5 lbs.; maximum weight 25 lbs.
· OTHER PHYSICAL DEMANDS: Rarely.
USE OF SENSES
· TALKING IN PERSON: Frequently. With guests, public and employees.
· TALKING ON TELEPHONE: Frequently. With guests, public and employees.
· OTHER SPEECH REQUIREMENTS: Rarely.
· HEARING IN PERSON: Frequently. With guests, public and employees.
· HEARING ON TELEPHONE: Frequently. With guests, public and employees.
· OTHER HEARING REQUIREMENTS: Rarely.
· NEAR VISION: Constantly. Corrected to 20/40.
· FAR VISION: Frequently. Corrected to 20/40.
· DEPTH PERCEPTION: Rarely.
· COLOR VISION: Rarely.
· FULL FIELD VISION: Rarely.
· SMELL: Constantly. Detect potential hazards and odors.
· INTERACTION WITH OTHERS/COMMUNICATIONS SKILLS: Constantly. Professionally deal with difficult situations/people.
· DEADLINES/SHIFT WORK/OVERTIME: Constantly. Meet deadlines as required. Meet multiple priorities of business demands. Adjust to schedule changes and cover shifts on short notice.
· FLEXIBILITY: Frequently. Need to work a variety of hours. Varied tasks under varied conditions.
· PACE: Frequently. Must change pace as business demands.
· ATTENTION TO DETAIL: Frequently. Very important to ensure all transactions are properly recorded.
· OTHER PSYCHOLOGICAL DEMANDS: Occasionally. Must be able to deal with argumentative employees who feel that their paychecks are incorrect.
· SAFETY REQUIREMENTS (I.E., CLOTHING, SAFETY EQUIPMENT REQUIRED, ACTIVITIES PERFORMED): Constantly. Adhere to safety standards and procedures.
· EXPOSURES (FUMES, CHEMICALS, VIBRATIONS, HUMIDITY, COLD, HEAT, DUST, NOISE): Rarely.
· OPERATION OF EQUIPMENT/TOOLS/VEHICLES: Constantly. Must be able to operate computers, time clock and calculators.
· Analyze and monitor labor effectiveness for all positions and optimize for ideal service and team member engagement at maximum efficiency.
· Prior experience preparing and analyzing department property schedules preferred.
· Experience in Hotel Effectiveness and Profit Sword preferred.
· High level mastery of Excel
· Business and hospitality industry experience at the strategic and tactical level required.
· Strong analytical skills.
· Department head experience in Rooms or Food and & Beverage departments demonstrating supervisory leadership and departmental technical knowledge.
· Must have a strong knowledge of hotel operations and performance analytics.
· Ability to embrace and implement change and present clear and logical arguments.
· Education – college degree preferred, with an emphasis on business or analytics a plus.
· Read, write, and speak English fluently
|Address||286 Grand Avenue, Mackinac Island, MI, 49757 View map|