POSITION PURPOSE:
Supervise hotel staff and operations during the second and/or third shift to ensure a high degree of quality and service for guests with response to all emergency situations, resolve guest issues and concerns, and ensure the safety and security of the hotel’s guests and associates through effective management of Loss Prevention Officers.
ESSENTIAL FUNCTIONS:
1. Complete knowledge of but not limited to: Front Office operating systems, Fire Panel, Emergency Procedure Manual, Marcus Operational Manual, and Safety and Security operations.
2. Assist in enforcing decisions made by fellow managers. Act as Manager-on-Duty for supervisory and line associates during the second and/or third shift.
3. Handle noise complaints, credit problems, employee conflicts, guest relocation, and rejection of unruly guests in conjunction with hotel security team utilizing diplomacy and good judgement.
4. Promote harmonious associate relations through effective supervisory practices.
5. Establishes and maintains effective Employee Relations.
6. Ensure high levels of quality and service in hotel during the second and/or third shift.
7. Regular room and public space inspections on a nightly basis.
8. Investigate and report all incidents.
9. Develop and maintain programs that can make the hotel safe and secure.
10. Assist with the Safety Committee program and Safety Audit Process.
11. Patrols premises, conduct bag checks and/or locker inspections as deemed necessary.
12. Receive and resolve guest complaints within assigned authority.
13. Assist in operation of the front desk to include greeting guests, performing guest transactions, operating the front office system, answering the phone and ordering supplies.
14. Oversee the MOD reporting process, review shift reports daily and perform follow up as necessary.
15. Inform Director of Rooms of all safety and security concerns of property, guests and associates, including OSHA, General Liability and Workers’ Compensation cases.
16. Create year-over-year improvement in Guest satisfaction scores throughout the hotel.
17. Ensure appropriate standards of conduct, dress, hygiene, and appearance are maintained.
18. Fully knowledgeable with the hotel's Fire, Safety, Security, and Environmental procedures.
19. Instill a working knowledge and train Marcus Hotels and Resorts policies and procedures, OSHA standards and procedures, Marriott Standards.
20. Perform all other related duties and special projects as requested and/or assigned.
POSITION REQUIREMENTS:
1. High School Diploma required, advanced degree in hospitality related field preferred.
2. At least 3-5 years of previous Loss prevention experience required, prior management experience preferred, degree in criminal justice preferred.
3. Cash handling experience preferred.
4. Dependable and reliable to meet the demands of a 24 hour operation with flexibility to work a varied schedule to include days, evenings, weekends, holidays and the ability to work under pressure.
5. Attention to detail.
6. Basic mathematical skills and ability to operate a 10-key by touch.
7. Ability to effectively deal with guest and employee concerns in a friendly and positive manner. This involves listening to the nature of concern, demonstrating empathy with the customer and providing positive and proactive solutions.
8. Excellent interpersonal, listening and communication skills to include the ability to read, write, speak, and understand the English Language.
9. Must be able to lift, push, pull and or carry up to 50 lbs.
10. Ability to stand and move throughout the front office continuously to perform essential job functions.
11. Hearing and visual ability to observe and detect signs of emergency situations.
12. Ability to access and accurately input information using a moderately complex computer.
13. Must have excellent telephone etiquette skills.
14. Must be able to represent the company in a professional, well-groomed and courteous manner.
15. Supervisory and organizational skills with the ability to multi-task.
16. Meet deadlines for assignments and projects.
17. Must have a valid driver’s license.
18. Ability to develop subordinates to enhance advancement in the hotel and corporation.