POSITION PURPOSE
This position is responsible for assisting with leading overall management and daily operations within a full-service complex. Utilizes strong leadership skills to produce positive and favorable results in revenue, maximize profitability, and ensure exceptional service delivery and employee engagement. Effectively leads assigned direct reports and departments to achieve financial objectives, elevate guest satisfaction, foster positive employee relations and minimize risk. This role reports to the General Manager and leads the leaders within the rooms, safety and security, parking, facilities and maintenance departments, along with other department leaders as assigned.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Financial: Achieves revenue goals by developing and implementing service programs designed to enhance guest satisfaction across all departments. Applies industry, brand and property expertise to evaluate guest feedback and sales data to implement operational improvements and drive results. Manages hotel expenses to maximize profitability. Purchases, manages, and maintains company assets to remain within budget guidelines and extend the useful life of company resources. Follows CSM procurement guidelines and applies sound business judgment. Assists with the preparation and administration of the hotel budget/forecast and performs assigned administrative and/or accounting tasks.
Operations: Leads department managers and supervisors to ensure each department is maximizing profit, minimizing risk, focusing on positive employee relations and delivering exceptional service to both internal and external customers. Ensures effective labor management in assigned departments. Establishes goals and holds direct reports accountable for proper staffing levels and scheduling. Able to quickly adjust operational strategies based on business needs. Collaborates with all departments and Corporate Shared Services to ensure proper communication occurs for the complex and that campus needs are met.
Guest Service: Accountable for guest satisfaction by ensuring direct reports and employees are trained and compliant with service standards. Consistently anticipates guest needs and addresses them promptly. Resolves guest complaints courteously and professionally, with a focus on service recovery when appropriate. Leads employees to train, coach, and model exemplary guest service behaviors. Adheres to and reinforces brand standards and CSM’s Values.
Training: Ensures all employee training occurs on time and employee training records are accurately maintained. Analyzes quality and performance issues, identifies training needs, and ensures implementation of solutions to improve results. Utilizes available training resources while adhering to CSM’s training policies and Values. Ensures all CSM, brand, and department-specific training requirements are met.
Safety/Risk Management: Acts with a sense of urgency, collaborates with all departments including Corporate Shared Services and campus points of contact. Conducts routine inspections of hotel, complex and campus operations to ensure compliance with CSM standards, brand requirements, and local, state, and federal regulations. Ensures a clean, safe, positive and professional work environment and follows all CSM procedures related to guest and employee incidents. Effectively uphold, create and implement Standard Operating Procedures and policies.
People Management: Leads and motivates direct reports and employees by assuming positive intent, setting clear goals, providing ongoing and timely feedback, providing recognition and rewarding performance. Responsible for, and partners with Human Resources Business Partner on, recruiting, interviewing, hiring, coaching, and development and mentoring of employees. Leads direct reports with the expectation that employees receive effective and timely expectations, coaching and recognition, including annual performance reviews. Evaluates performance and implements appropriate performance management and corrective action efforts to maintain accountability.
Self/Workload Management: Understands the importance of how a leader shows up, meeting and exceeding the company’s expectations. Demonstrates effective self-management and workload management skills in a professional and courteous manner. Collaborates and communicates clearly and professionally in written, verbal and non-verbal forms. Promotes collaboration and creates a positive, professional work environment. Attends all required daily, weekly, and/or monthly department and hotel meetings to support effective collaboration, communication and planning. Adheres to all CSM Standard Operating Procedures, policies and Values.
REQUIRED SKILLS AND EXPERIENCE
Education: High School diploma or GED required. College degree or equivalent experience required.
Experience/Knowledge/Skills/Abilities: 3-5+ years of progressive hotel management experience required. Must be able to manage multiple hotel and corporate priorities in a fast paced environment. Must be able to effectively communicate with all levels within and outside the organization and have the ability to effectively problem solve with all. Must possess strong leadership skills.
Physical Requirements: Ability to push, pull, and lift up to 20 pounds on an occasional basis.
Pay Range: $110,000 - $125,000/year.
This document describes the general nature and level of work required of those assigned to this role. It is not intended to be an all-encompassing list of responsibilities, duties, and skills. Responsibilities may vary depending on brand/location. All associates are expected to deal with customers and co-workers positively and respectfully and perform duties safely and effectively.
To perform this job successfully, the individual must be able to satisfactorily perform each essential duty/responsibility and meet all criteria under physical demands, with or without accommodation.
This document does not create an employment contract, implied or otherwise, other than an “at-will” employment relationship. Management retains the discretion to add duties or change the duties of this position at any time.
CSM Corporation is an equal opportunity employer who provides employment opportunities to qualified persons without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, age, disability, marital status, veteran status or any other area prohibited by applicable laws and regulations.
CSM Corporation offers a comprehensive benefits package to all regular full-time employees, designed to support the health, well-being, and financial security of our employees. Our benefits include medical, dental and vision insurance plans, company-paid life insurance and short term disability coverage, company-paid long term disability coverage for eligible employees, 401(k) plan with company match, tuition reimbursement, voluntary benefits (critical illness, hospital indemnity, accident insurance, pet insurance, identity theft), time-off, scholarship program, generous hotel discounts and more! For benefits offered to regular part-time or on-call employees, please email benefits@csmcorp.net.