hotel job descrip\tion

7/27/2019 Hotel Job Descrip\tion

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HUMAN RESOURCESISLAND HOSPITALITY HR - 1

HOTEL JOB DESCRIPTIONS

PURPOSE

To outline job descriptions for management staff and hourly team members at

their hotels so the team members are well aware of their responsibilities andduties.

PROCEDURE

Before a new applicant is hired for the hotel, the responsibilities and dutiesoutlined on the following pages should be reviewed with the applicant and signedby the applicant as part of their new-hire paperwork..

See attached.


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ISLAND HOSPITALITY

JOB DESCRIPTIONS/ESSENTIAL FUNCTIONS

JOB TITLE: Regional ManagerDEPARTMENT: Hotel Operations and SalesSUPERVISOR TITLE: Senior Vice President

Job Description/Summary: Supervise overall operations for an assignedgroup of hotels. Responsible for directing all employee funct ions of thesehotel properties in accordance with the policies and practices of thecompany. Responsibilit ies include the development and implementation ofregional strategies for meeting goals in the areas of revenue generation,market share performance, Guest satisfaction scores, associate opinionscores, and net operating income.

Technical Skill Requirements:

High ethical standards, analytical ability, excellent communicator

Diverse experiences in sales, management and administration

Knowledgeable of all company policies and procedures included but not

limited to accounting, human resources, operations and sales.

Computer Literacy

Decisive, educated facilitator experienced in resolving conflicts between

different parties in a dispute.

Additional Responsib il it ies:

Develop short term action plans and long range planning for new programs

and strategies that impact the hotels based on the existing corporate directed

goals and any new goals that are created.

Establish training and development programs to enhance employee knowledge

of best practices.

Effectively manage the people resources of the corporation to meet the needs of

the organization including career development.

Provide day-to-day support to our hotels including but not limited to insuring

that all staffing levels are met and to make arrangements to insure such. Create and maintain positive, professional working environments in all hotels.

Travel is required at least 50% of the time. Individual property visits to each

hotel at least once each quarter. Maintain accurate records of these visits with

particular attention to follow-up required, etc.

Make sales calls to our top ten accounts at least once each year and targeted

accounts at each hotel quarterly.

Source, interview, hire and train General Managers and Directors of Sales.

Coach and council all management.


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Insure that all safety and brand standards are maintained.

Assist hotel management and teams in successful completion of all goals, plans

and reports.

Review all appropriate required documentation including Goldmine reports.

All other duties as assigned by supervisor.

I have read and understand my job description as stated above.

_____________________________ ________________________Signature Date

Revised: June 28, 2004


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ISLAND HOSPITALITY

JOB DESCRIPTIONS/ESSENTIAL FUNCTIONS

Title: Regional Director of Sales

Department: Sales and MarketingReports To: Senior Vice President

Job Description/Summary: Responsible for revenue generation and key accountmanagement, and development and execution of sales SMART Plans for hotels withinassigned region. Also responsible for identifying, recruiting and developing salesmanagers within their regions and completing orientation of all new DOS/salesmanagers within their assigned regions.

Technical Skill Requirements:

Assist in creating annual revenue budgets and developing annual

marketing plans. Coordinate the sales efforts of hotels in their assigned region or area. Generate top-line revenue to exceed budget goals.

Review/evaluate end-of-month reports of his/her assigned hotels. Assist in developing/rev iewing quar ter ly SMART plans. Participate in bi-weekly forecast conference calls.

Communicate company direction, process, and expectations to thosehotels w ithin assigned region or area. Ensure that all due dates are met forproperties within region.

Take a leadership role in training and development of sales s taff includingcompletion of new hire DOS/Account Manager checklist.

Addi tional Responsibi li ties:

Excellent verbal, written and presentation skills. Ab le to c reate and give profess ional presentations to small groups.

Ab il it y and desire to perform outs ide di rec t sales cal ls . Understanding of revenue generation and profit/loss implications. Ab il it y to work as a team p layer w ithin al l l evels of the organ izat ion. Excellent guest relations skil ls. Ab il it y to use, and teach various sales and marketing research tools.

Above average abi li ty to make use of Goldmine Any o ther duties ass igned by Superv isor

I have read and understand my job descrip tion as stated above.

_____________________________________ ____________________Signature Date

Revised: January 20, 2005


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ISLAND HOSPITALITY

JOB DESCRIPTION/ESSENTIAL FUNCTIONS

JOB TITLE: Area General Manager

DEPARTMENT: OperationsSUPERVISOR TITLE: Regional Manager

GUEST RELATIONS

Be readily available/approachable for all guests .

Ensure that departments achieve or exceed guests service expectations.

Take proactive approaches when dealing with guest concerns.

Extend professionalism and courtesy to guests at all times.

Become involved in community and/or government affairs.

ASSOCIATE TEAM

Communicate all goals and results with associates.

Promote teamwork and associate morale.

Lead by example demonstrating self-confidence, energy and enthusiasm.

Motivate and encourage staff to solve guest and associate related concerns.

Communicate career opportuni ties to team leaders and associates util izingMCMS and cluster networks.

Recognize good team performance on a continuous basis through rewardand recognition p rograms.

Assist team leaders in meet ing and exceed ing AOS goals.

Meet semi-annually wi th staff on a one-to-one basis.

Conduct monthly reward and recognition meeting celebrating goal andassociate achievements.

Ensure all staff participates in Service Advantage and STAR programs.

Promote empowerment by recognizing team members that make decisions.

Develop cross-training opportunit ies throughout the hotel and withinMarriott. Use certificate training program as applicable.

Assist ass is tan t general manager/team leaders in understanding AOS/GSSresults, developing game plans to attack need areas and expand onstrengths.

Post MCMS reports on b imonthly basis for all associates to review.

Complete skil ls matri x for assistant general manager and team leadersfocusing on continual learning.

Assist the team leaders in do ing the same fo r each team member . Conduct one-on-ones with assistant general manager, team leaders and team

members bi-annually.

Provide service training on quarterly basis. Utilizing local classes, trainersand other corporate training resources.

Ensure orientations for new team members are through and complete in atimely fashion. Make sure associates understands all of the Marriott benefitsthey are entitled.


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Job Description/Essential FunctionsArea General ManagerPage 2

FINANCIAL

Achieve budgeted revenue and prof it goals , balancing cost wi th guest

satisfaction. Comply with all corporate accounting procedures.

Maximize revenue through the Yield Management and inventory controlsystems.

Develop annual budget and capital expenditure plans.

Aggress ively minimize acciden t, workmens compensation, andunemployment claims and resulting costs.

Utilize budgets to teach assistant general manager and team supervisors tounderstand financial objectives. Balancing costs wi th associates/guestssatisfaction.

Develop and communicate selling strategies, utilizing MARSHA inventorycontrol, KRS reports and other forecasting tools.

Review these weekly with Direct Sales Manager. Oversee all accounting functions, including, but not limited to, accounts

payable, accounts receivable, petty cash, payroll an ordering procedures.

SALES AND MARKETING

Implement and encourage hotel participation in corporate national sales andmarketing programs.

Communicate competitive market condi tions to team supervisors andRegional Management.

Review MARSHA inventory controls and selling st rategies daily. Continually solicit new business for the hotel.

Monitor group block and direct bill processes.

Networking during breakfast and social hours to assist sales in uncoveringnew business leads.

Ensure that all Guest Care associates understand hotel selling strategies.

Stay current on local market conditions .

Assist the ho tel sales team wi th prepar ing the annual revenue budget andannual marketing plan.

Maintain rapport w ith competitor hotels, lead sources, clients, and the localcommunity.

Manage sales department.

Review period end reports. At tend communi ty relations meet ings .

OPERATIONS

Perform hands-on duties as needed to deliver guest services.

Resides as General Manager over mult i un its , as well as General Manager fullresponsibilities for one property.

Provide a safe working environment in compliance with JSAs.


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Job Description/Essential FunctionsArea General ManagerPage 3

Responsible for accident prevention programs.

Audi t to ensure guest rooms, publ ic spaces, grounds, work and ki tchen areas

meet sanitation and cleanliness standards. Coordinate preventive maintenance and general clean program so that guest

satisfaction goals are attained.

Certified in food handling wi thin 60 days of assignment by approved Marriotttrainer.

Analyze an implement act ions us ing the Systems for management indicatorson a daily/weekly basis.

At tend al l regional t raining seminars as out lined in key success fac to rs.

Coordinate suite care programs (including general cleans). Identifying trendsand making recommendations for improvements.

Audi t a minimum of 15 su ites per week identi fy ing d ispleasers and ensur inggeneral cares (GC/PMs) meet s tandards.

Assist /teach team supervisors schedul ing against guest and hours peroccupied room goals. Look for po tential need times during the week.

Ensure cross-training of all associates.

ADMINISTRATIVE

Ensure property hiring practices comply with I-9, ADA and EEO requirementsand strive for a cultu rally diverse work place.

Interview and select potential new hires utilizing SRI.

Promote both Guarantee of Fair Treatment and Open Door pol icies.

Use constructive coaching and counseling when addressing associates

concerns. Maintain current licenses and permits as prescribed by local, state and

federal agencies.

Have working knowledge of all corporate brands manuals.

Scheduling of management team includes coverage of weekend and eveninghours.

Pursue additional personal development.

Carry out all reasonable requests of which you are capable of performing.

With input from the team supervisors , conduct reviews in a timely fashion.


Any other dut ies ass igned by Superv isor


_________________________________________ ____________________Signature Date



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ISLAND HOSPITALITY


JOB TITLE: Dual General ManagerDEPARTMENT: OperationsSUPERVISOR TITLE: Regional Manager

GUEST RELATIONS






ASSOCIATE TEAM







Assist team leaders in meet ing and exceed ing AOS goals.

Meet semi-annually wi th staff on a one-to-one basis. Conduct monthly reward and recognition meeting celebrating goal and

associate achievements.






Complete skil ls matri x for assistant general manager and team leaders

focusing on continual learning. Assist the team leaders in do ing the same fo r each team member .

Conduct one-on-ones with assistant general manager, team leaders and teammembers bi-annually.




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Job Description/Essential FunctionsGeneral ManagerPage 2

FINANCIAL

Achieve budgeted revenue and prof it goals , balancing cost wi th guestsatisfaction.

Comply with all corporate accounting procedures.





Develop and communicate selling strategies, utilizing MARSHA inventory

control, KRS reports and other forecasting tools. Review these weekly with Direct Sales Manager.

Oversee all accounting functions, including, but not limited to, accountspayable, accounts receivable, petty cash, payroll an ordering procedures.

SALES AND MARKETING










Manage sales department. Review period end reports.

At tend communi ty relations meet ings .

OPERATIONS


Resides over two separate properties as General Manager withresponsibilities at both sites.


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Job Description/Essential FunctionsGeneral ManagerPage 3



Audi t to ensure guest rooms, publ ic spaces, grounds, work and ki tchen areasmeet sanitation and cleanliness standards.

Coordinate preventive maintenance and general clean program so that guestsatisfaction goals are attained.


Analyze an implement act ions us ing the Systems for management indicatorson a daily/weekly basis.



Audi t a minimum of 15 su ites per week identi fy ing d ispleasers and ensur ing

general cares (GC/PMs) meet s tandards. Assist /teach team supervisors schedul ing against guest and hours per

occupied room goals. Look for po tential need times during the week.


ADMINISTRATIVE




Use constructive coaching and counseling when addressing associates

concerns.

Maintain current licenses and permits as prescribed by local, state andfederal agencies.

Have working knowledge of all corporate brands manuals.

Scheduling of management team includes coverage of weekend and eveninghours.







___________________________________ ________________________Signature Date



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ISLAND HOSPITALITY


JOB TITLE: General ManagerDEPARTMENT: OperationsSUPERVISOR TITLE: Regional Manager/ Area General Manager (If

Appl icable)

Job Description/Summary: Responsible for the overall success of the hotel,meeting or exceeding planned objectives for revenue and profit, and ensuringguest satisfaction and product quality standards are met. Manages all areas of thehotel in accordance with brand standards to achieve a friendly atmosphere ofsuperior guest service and product quality. Provides exemplary performance for

staff to follow.

ESSENTIAL JOB FUNCTIONS:

GUEST RELATIONS






ASSOCIATE TEAM







Assist team leaders in meet ing and exceed ing AOS goals. Meet semi-annually wi th staff on a one-to-one basis.

Conduct monthly reward and recognition meeting celebrating goal andassociate achievements.





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Complete skil ls matri x for assistant general manager and team leadersfocusing on continual learning.

Assist the team leaders in do ing the same fo r each team member . Conduct one-on-ones with assistant general manager, team leaders and team

members bi-annually.



FINANCIAL

Achieve budgeted revenue and prof it goals , balancing cost wi th guest

satisfaction. Comply with all corporate accounting procedures.





Develop and communicate selling strategies, utilizing MARSHA inventorycontrol, KRS reports and other forecasting tools.

Review these weekly with Direct Sales Manager. Oversee all accounting functions, including, but not limited to, accounts

payable, accounts receivable, petty cash, payroll an ordering procedures.

SALES AND MARKETING










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Manage sales department.

Review period end reports.

At tend communi ty relations meet ings .

OPERATIONS




Audi t to ensure guest rooms, publ ic spaces, grounds, work and ki tchen areasmeet sanitation and cleanliness standards.

Coordinate preventive maintenance and general clean program so that guestsatisfaction goals are attained.


Analyze and implement act ions using the Sys tems for managementindicators on a daily/weekly basis.



Audi t a minimum of 15 su ites per week identi fy ing d ispleasers and ensur inggeneral cares (GC/PMs) meet s tandards.

Assist /teach team supervisors schedul ing against guest and hours peroccupied room goals. Look for po tential need times during the week.


ADMINISTRATIVE




Use constructive coaching and counseling when addressing associatesconcerns.

Maintain current licenses and permits as prescribed by local, state andfederal agencies.

Have working knowledge of all corporate brands manuals. Scheduling of management team includes coverage of weekend and evening

hours.




Additional Responsib il it ies: Any other dut ies ass igned by Superv isor


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I have read and understand my job description as stated above.

_______________________________ ________________________

Signature Date



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ISLAND HOSPITALITY


JOB TITLE: Assistant General ManagerDEPARTMENT: OperationsSUPERVISOR TITLE: General Manager

Job Description/Summary: Responsible for the overall success of the hotel,meeting or exceeding planned objectives for revenue and profit, and ensuringguest satisfaction and product quality standards are met. Assists the Generalmanager to manage all areas of the hotel in accordance with b rand standards toachieve a friendly atmosphere of superior guest service and product quality.Provides exemplary performance for staff to follow.


Financial Meets or exceeds budgeted profi t and margin for hotel.

Accurately fo recasts revenues/expenses. Anti cipates revenue/cos t p roblems and manages the timing o f

discretionary expenditures to stabilize cash flow.

Analyzes financial and operat ion informat ion on ongoing basis to adjustbusiness plans, labor requirements and operating costs.

Ensures hotel staff is trained in financial control procedures for cash,vouchers, inventories and receivables, and that these procedures areregularly followed.

Produces accurate, timely financial reports. Identifies major revenue and expense opportunit ies and possible problems. Accurately fo recasts occupancy changes based on the changing market

conditions (e.g. increased competition). Achievement of revenue and cost ob jecti ves .

Associate Team Maintains guest service as the driving philosophy o f the hotel. Personally demonstrates a commitment to guest service by responding to

guest needs.

Ensures all hotel staff, including new hires, know all components/featuresof our guest service guarantee and are trained to meet service standards;develops added value customer service programs.

Assist team leaders in meet ing and exceeding AOS goals . Empowers hotel staff to deliver guest service by encouraging and

rewarding responsive guest assistance. Ensures hotel standards con tribute to the delivery of consistent guest

service.

Marketing and Sales Management


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Develops and implements marketing and sales plans based on demandsegments and to maximize REVPAR and Market Share.

Knows why competitors are successful in each demand segment anddirectly markets/sells against him or her.

Ensures that marketing and sales plans are appropriate for each salesperiod, including special plans to maximize room revenue duringforecasted low occupancy.

Knows key accounts and actively sells through sales calls, propertytours, etc.

Human Resource Management

Manages human resources funct ions inc luding recruiting, selection,orientation, training, and performance planning and evaluation, pay andreward programs to maintain a qualified work force.

Maintains a posi tive cooperative work environment between staff andmanagement.

Ensures all hotel employees know hotel objectives. Ensures personnel files are accurate and comply w ith both local and

federal laws and regulations. Administers personnel pol ic ies , pay procedures, bonus p lans and benefits. Ensures training objective and developments p lans are completed. Monitors and maintains acceptable turnover levels.

Operations

Knows local health and safety codes and regulations that apply to thehotel.

Recognizes and corrects potential safety hazards, such as broken doors orrailings, fire hazards, etc.

Recognizes and corrects potential security problems, such a lock ing doorsafter hours, etc.

Understands and follows policies and procedures for the hotels key

control system and ensures others are trained in same. Maintains physical product s tandards by managing preventive

maintenance programs and by scheduling deep-cleaning activities. Ensures ongoing s taff and employee involvement in preventive

maintenance programs. Protects the interests of the hotel during capitalprojects.

Has acceptable property quality audits.

Periodically inspect rooms, bui lding exterior, parking lot, etc.




_______________________________ ________________________Signature DateRevised: January 20, 2005

ISLAND HOSPITALITY


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JOB TITLE: Guest Services Manager/ Front Office Manager

DEPARTMENT: OperationsSUPERVISOR TITLE: General Manager

Job Descript ion/Summary: The Guest Services Manager/Front Office Manager isresponsible for the success of the front desk, for ensuring guest satisfaction andproduct quality standards are met, and for managing all areas of the hotelaccording to Brand standards to achieve a friendly atmosphere of superior guestservice and product quality. Displays exemplary performance for staff to follow.


Guest Service Maintains guest service as the driving philosophy o f the hotel. Personally demonstrates a commitment to guest services in responding

promptly to guest needs. Is committed to making every guest satisfied. Ensures all hotel staff, including new hires, know all components o f guest

services and are trained to meet standards. Develops added value customer service programs.

Empowers hotel staff to deliver guest service by encouraging andrewarding responsive guest assistance.

Meets or exceeds hotel guest satisfaction measures. Ensures hotel standards and services contribute to the delivery of

consistent guest service.

Front Desk Management Ac ts as manager on duty for hotel and manages front desk operations. Ensures front desk staff is trained in all front desk operations, including

check-in/check-out procedures, telephone procedures, hotel amenities andcomputer systems.

Ensures front desk staff is trained in and follows financial controlprocedures for cash, vouchers, inventories and receivables.

Produce accurate financial reports on time.

Human Resources

Manages human resources functions, inc luding recruiti ng, selection,orientation, training, performance planning and evaluation, pay and rewardprograms to maintain a qualified front desk work force.

Maintains a positive, cooperative work environment between s taff andmanagement.

Emphasizes employee selection, training and development as a way ofdoing business.

Ensures all hotel employees know hotel objectives.


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Ensures personnel files are accurate and comply w ith both local andfederal laws and regulations.

Administers personnel pol ic ies fai rly and consisten tl y. Resolves employee grievances in a fair and timely manner. Ensures employees understand policies, pay procedures, bonus plans and

benefits.

Helps develop management talent by acting as a mentor fo r direct reports. Ensures completion of t raining objectives and development plans. Monitors and maintains acceptable turnover levels.

Safety and Security

Knows local health and safety codes and regulations that apply to thehotel.

Recognizes and corrects potential safety hazards in the hotel, such asbroken doors or railings, fi re hazards, etc.

Recognizes and corrects potential security problems in the hotel, such aslocking doors after hours, etc.

Understands and follows policies and procedures for the hotels keycontrol system and ensures others follow them.

Operations Knows local health and safety codes and regulations that apply to the

hotel. Recognizes and corrects potential safety hazards, such as broken doors or

railings, fire hazards, etc. Recognizes and corrects potential security problems, such a lock ing doors

after hours, etc.

Understands and follows policies and procedures for the hotels keycontrol system and ensures others are trained in same.

Maintains physical product s tandards by managing preventivemaintenance programs and by scheduling deep-cleaning activities.

Ensures ongoing s taff and employee involvement in preventivemaintenance programs. Protects the interests of the hotel during capitalprojects.

Has acceptable property quality audits.

Periodically inspect rooms, bui lding exterior, parking lot, etc.





ISLAND HOSPITALITY



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JOB TITLE: Director of SalesDEPARTMENT: Sales & MarketingSUPERVISOR TITLE: General Manager

Job Descr iption/Summary: Responsib le leading the sales department, forrevenue production for the hotel, and meeting or exceeding planned revenueobjecti ves for occupancy and average daily rate (ADR). Manages all areas of salesaccording to Brand standards to achieve a professional rapport within the localbusiness communi ty. The Director of Sales is a hands-on manager, activelyinvolved on a daily basis in securing, qualifying and following up on leads to bookspecific business. The Director of Sales central focus is in sales and thedevelopment of h is/her sales team. The Director of Sales should not be required toassume operational responsibi lities, but should spend most o f his/her timesselling the product the hotel.


Profit Management Meets or exceeds budgeted REVPAR for the hotel. Prepares hotels Annual Marketing plan. Prepares departmental budget that correctly reflects the hotels

business plan.

Forecasts occupancy fluctuations and directs selling activities tomaximize revenues.

Knows the hotels demand segments, sources of bus iness for each, andbalances market segments according to supply and demand.

Knows the principal competition for each market segment and takes

advantage of hotels strengths against each competitor. Accurately forecasts occupancy changes based on changing market

conditions (additions to supply and demand, etc.).

Guest Services

Supports guest service as the hotels driving philosophy. Personally demonstrates a commitment to guest service by responding

to guests needs.

Marketing and Sales Management

Develops/assists with development of the hotels marketing and salesplan based on the hotels position and strengths with in each market

segment. Implements hotels marketing and sales plan.

Analyzes and understands the compet it ions s trengths and weaknessesfor each market segment and successfully d irects marketing activitiesagainst each.

Identifies and maintains constant communications w ith the hotels keyaccounts.

Acti vely sells room nights through outside sales cal ls , telemarketing,tours, etc.


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Acti vely sells to in-house guests (g reet ing tours , talk ing w ith guests atcontinental breakfast to surface additional leads, etc.).

Knows the competition well. In addition, is familiar with all businessin the market, where that business stays and why.

Uses the resources available in the Brand manual to surface, call on,and track potential business.

Human Resources Management Ensures that hotel employees (specifically f ront desk staff) are familiar

with key accounts and specifics (special rates, special requirements,etc.) relating to business booked in the hotel.

Helps to develop management talent by acting as a mentor for directreports.





ISLAND HOSPITALITY


JOB TITLE: Sales Manager


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DEPARTMENT: Sales & MarketingSUPERVISOR TITLE: Director of Sales

Job Description/Summary: Responsible for revenue production for the hotel, andmeeting or exceeding planned revenue objectives for occupancy and average

daily rate (ADR). Manages all areas of sales according to Brand standards toachieve a professional rapport within the local business community. The SalesManager is a hands-on manager, actively invo lved on a daily basis in securing,qualifying and following up on leads to book specific business. The SalesManagers central focus is in sales. The Sales Manager should not be required toassume operational responsibi lities, but should spend most o f his/her timesselling the product the hotel.


Profit Management

Meets or exceeds budgeted REVPAR for the hotel.

Prepares departmental budget that correctly reflects the hotelsbusiness plan.

Forecasts occupancy fluctuations and directs selling activities tomaximize revenues.

Knows the hotels demand segments, sources of bus iness for each, andbalances market segments according to supply and demand.

Knows the principal competition for each market segment and takesadvantage of hotels strengths against each competitor.

Accurately forecasts occupancy changes based on changing marketconditions (additions to supply and demand, etc.).

Guest Services

Supports guest service as the hotels driving philosophy. Personally demonstrates a commitment to guest service by responding

to guests needs.

Marketing and Sales Management Develops/assists with development of the hotels marketing and sales

plan based on the hotels position and strengths with in each marketsegment.

Implements hotels marketing and sales plan. Analyzes and understands the compet it ions s trengths and weaknesses

for each market segment and successfully d irects marketing activitiesagainst each.

Identifies and maintains constant communications w ith the hotels keyaccounts. Acti vely sells room nights through outside sales cal ls , telemarketing,

tours, etc. Acti vely sells to in-house guests (g reet ing tours , talk ing w ith guests at

continental breakfast to surface additional leads, etc.). Knows the competition well. In addition, is familiar with all business

in the market, where that business stays and why.

Uses the resources available in the Brand manual to surface, call on,and track potential business.


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ISLAND HOSPITALITY


JOB TITLE: Sales CoordinatorDEPARTMENT: Sales & MarketingSUPERVISOR TITLE: Director of Sales


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Job Description/Summary: Responsible for suppor ting the sales team with somein-house sales, special client requests and clerical and telemarketing duties asassigned, coordinating with the other departments as necessary.


Profit Management Assists wi th mak ing depar tmental budgets. Knows the hotels demand segments, sources of bus iness for each, and

balances market segments according to supply and demand.

Guest Services Supports guest service as the hotels driving philosophy. Personally demonstrates a commitment to guest service by responding

to guests needs.

Marketing and Sales Management Develops/assists with development of the hotels marketing and sales

plan based on the hotels position and strengths with in each marketsegment.

Assists in the implementat ion o f the hotel s marketing and sales p lan. Acti vely sells room nights through in-house sales call s, telemarket ing,

tours, etc. Acti vely sells to in-house guests (g reet ing tours , talk ing w ith guests at

continental breakfast to surface additional leads, etc.). Knows the competition well. In addition, is familiar with all business

in the market, where that business stays and why. Uses the resources available in the Brand manual to surface, call on,

and track potential business.





ISLAND HOSPITALITY


JOB TITLE: Housekeeping Manager/Executive HousekeeperDEPARTMENT: OperationsSUPERVISOR TITLE: General Manager


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Job Description/Summary: Responsible for the overall cleanliness of the hotel,including rooms and publ ic area. Major responsibilities include ensuring guestsare satisfied w ith hotel cleanliness, responding to guest needs, ensuring safetyand security of rooms, maintaining inventory and cost controls, selecting,training, maintaining and managing a mot ivated and sk illed work force.Establishes a friendly atmosphere of superior guest service and product qualityand provides exemplary performance for the staff to follow.


Housekeeping Operations Maintains Brand cleanliness standards for both rooms and publi c areas

and inspects them to ensure that standards are met. Trains s taff in all aspects of housekeeping, including guest service. Administers guest sat is fact ion inspection procedures and repor ts .

Maintains key cont rol and los t-and-found, and ensures staff is t rained tofollow correct procedures for both.

Plans work schedules and room assignments with minimum disruption to

guests. Empowers hotel staff to deliver great guest service by encouraging

responsiveness to guest needs. Meets or exceeds hotel guest satisfaction measures. Ensures hotel standard and services contribute to the delivery of


Guest Service Maintains guest service as the driving philosophy o f the hotel. Personally demonstrates a commitment to guest service by responding

promptly to guest needs with an interest and concern in satisfying everyguest.

Ensures hotel staff, including all new hires, knows all components of guestservice guarantee and are trained to meet service standards . Develops added value customer service programs regarding housekeeping

services. Can communicate to guests about hotel promot ions, local attractions and

points of interest. Ensures employees know policies, pay procedures, bonus plans, and

benefits.


Uses ongoing safety training to minimize workers compensation claims. Monitors and maintains acceptable turnover levels.

Human Resources Management Manages human resources functions, inc luding recruiti ng, selecting,

orientation, training, performance planning and evaluating and pay/rewardprograms to maintain a skilled, qualified work force.


Emphasizes training and development as a way of doing business toempower employees to prov ide excellent guest service.


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Ensures personnel files are accurate and comply with local and federalregulations.

Administers personnel pol ic ies fai rly and consisten tl y. Resolves employee grievances in a fair and timely way. Ensures housekeepers know responsibilities and manage against those

responsibilities.

Profit Management Assists in annual budget preparation. Anti cipates revenue/cos t p roblems in department.

Tracks f inancial and operating information on ongoing basis to adjustplans, labor and other costs.

Produces accurate financial reports on time. Orders and buys cleaning supplies, linens and chemicals at the best

prices.

Maintains inventory of supplies and ensures staff follows properinventory/cost control procedures.

Safety and Security Understands Right to Know laws, which apply to housekeeping supplies

and chemicals. Recognizes and corrects cond itions which may create security, fire or

accident hazards. Understands and implements hotels cont rol sys tem.





ISLAND HOSPITALITY


JOB TITLE: HousepersonDEPARTMENT: OperationsSUPERVISOR TITLE: Housekeeping Manager/ Execut ive Housekeeper

Job Description/Summary: The houseperson is responsible for maintaining thecleanliness and general appearance of public areas and corridors of the hotel.


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Stocking room attendant carts with supplies.

Rotating linens in storerooms. Maintaining shelf o rganization in the storerooms. Replenishing storeroom suppl ies.

Removing trash and dirty linens from room attendant carts. Cleaning furni ture, elevators, glass, planters, etc., in publi c areas, such

as lobby, pool and public restrooms. Sweeping and vacuuming floors, hallways and s tairwells. Reporting maintenance problems or completing work repair orders. Spot cleaning walls, carpets, light fixtures, etc., storing room attendant

carts at the end of the day.

Delivering special request items such as cribs to guest rooms. Picking up trash from parking lot and garden areas.






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ISLAND HOSPITALITY


JOB TITLE: Suite/ Room AttendantDEPARTMENT: OperationsSUPERVISOR TITLE: Housekeeping Manager/ Execut ive Housekeeper

Job Description/Summary: Responsible for helping to achieve ongoing guestsatisfaction and team goals through the maintenance and upkeep, cleanliness ofrooms.


To understand all standards of room/suite cleanliness.

To consistently c lean assigned rooms/suites to the standards ofcleanliness for the Brand as well as Island Hospitality.

Maintaining shelf organization in the storerooms. Replenishing storeroom supplies. Removing trash and dirty l inens from rooms/suites.

Sweeping and vacuuming floors . Reporting maintenance problems or completing work repair orders.

Spot cleaning walls, carpets, light fixtures, etc.






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ISLAND HOSPITALITY


JOB TITLE: Laundry AttendantDEPARTMENT: OperationsSUPERVISOR TITLE: Housekeeping Manager/ Execut ive Housekeeper

Job Description/Summary: Responsible for washing, drying and folding linen, aswell as treating s tains.


Inspecting dirty laundry for stains/tears before washing. Washing and d rying all l inen.

Identifying and treating s tains. Folding all clean laundry. Completing linen inventory on a monthly basis. Overall Cleanliness of the laundry room. Stocking shelves and housekeeping carts wi th clean folded linen.





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JOB TITLE: Room/Suite Inspector/Housekeeping Supervisor

DEPARTMENT: OperationsSUPERVISOR TITLE: Housekeeping Manager/ Execut ive Housekeeper

Job Descrip tion/Summary: Responsib le assist ing the Housekeeping Manager/Executive housekeeper to maintain the overall cleanliness of the hotel, includingrooms and public area. Major responsibilities include ensuring guests aresatisfied with hotel cleanliness, responding to guest needs, ensuring safety andsecurity of rooms, maintaining inventory and cost contro ls, selecting, training,maintaining and managing a motivated and skilled work force. Establishes afriendly atmosphere of superior guest service and product quality and providesexemplary performance for the staff to fo llow.


Housekeeping Operations Maintains Brand cleanliness standards for both rooms and publi c areas

and inspects them to ensure that standards are met. Trains s taff in all aspects of housekeeping, including guest service. Assists in admin is trating guest sat is fac tion inspect ion p rocedures and

reports. Maintains key cont rol and los t-and-found, and ensures staff is t rained to

follow correct procedures for both. Plans work schedules and room assignments with minimum disruption to

guests. Empowers hotel staff to deliver great guest service by encouraging

responsiveness to guest needs. Meets or exceeds hotel guest satisfaction measures. Ensures hotel standard and services contribute to the delivery of


Guest Service Assists in maintain ing guest service as the dr iv ing phi losophy of the hotel . Personally demonstrates a commitment to guest service by responding

promptly to guest needs with an interest and concern in satisfying everyguest.

Ensures hotel staff, including all new hires, knows all components of guestservice guarantee and are trained to meet service standards .

Develops added value customer service programs regarding housekeepingservices.

Can communicate to guests about hotel promot ions, local attractions andpoints of interest.

Ensures employees know policies, pay procedures, bonus plans, andbenefits.


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Uses ongoing safety training to minimize workers compensation claims. Monitors and maintains acceptable turnover levels.

Human Resources Management

Assists in managing human resources functions, includ ing recru it ing,selecting, orientation, training, performance planning and evaluating andpay/reward programs to maintain a skilled, qualified work force.


Emphasizes training and development as a way of doing business toempower employees to prov ide excellent guest service.

Ensures personnel files are accurate and comply with local and federalregulations.

Assists in admin is trating personnel po licies fai rl y and consistent ly . Resolves employee grievances in a fair and timely way. Ensures housekeepers know responsibilities and manage against those

responsibilities.

Profit Management Assists in annual budget preparation. Anti cipates revenue/cos t p roblems in department. Tracks f inancial and operating information on ongoing basis to adjust

plans, labor and other costs. Produces accurate financial reports on time. Orders and buys cleaning supplies, linens and chemicals at the best

prices. Maintains inventory of supplies and ensures staff follows proper

inventory/cost control procedures.

Safety and Security Understands Right to Know laws, which apply to housekeeping supplies

and chemicals. Recognizes and corrects cond itions which may create security, fire or

accident hazards. Understands and implements hotels cont rol sys tem.





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JOB TITLE: Guest Services RepresentativeDEPARTMENT: OperationsSUPERVISOR TITLE: Front Office Manager/ Ass istant General Manager

Job Description/Summary: Responsible for attending to the needs of guests,especially during check-in and check-out.


Providing information to guests about hotel policies, services andamenities.

Responding to requests from guests for assistance and information aboutthe local area (e.g. directions , places to eat, etc.).

Selling rooms to walk-in customers.

Entering/changing reservation information on the computer system. Posting charges to guest accounts. Processing payments from guests. Making necessary corrections to guest accounts.

Informing housekeeping department about room status/availability. Listening for and responding to guest complaints. Operating hotel sw itchboard or PBX. Cleaning the fron t desk area. Maintaining daily logs .

Balancing shift work and cash drawers.





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JOB TITLE: Night AuditorDEPARTMENT: OperationsSUPERVISOR TITLE: Front Office Manager/ Ass istant General Manager

Job Description/Summary: The Night Auditor is responsible for balancing therevenue and expense transactions, which occurred during the day at the hotel.


Closing and balancing all room accounts.

Counting and balancing cash and credit card receipts. Balancing direct bil l accounts. Verifying and balancing vouchers.

Running a trial balance report. Investigation or analyzing out-of-balance situations.

Making adjustments o r corrections to accounts as needed.

Completing various computer audit reports.




_______________________________ ________________________Signature Date



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ISLAND HOSPITALITY


JOB TITLE: Breakfast Host/HostessDEPARTMENT: OperationsSUPERVISOR TITLE: Front Office Manager/ Ass istant General Manager

Job Description/Summary: The Breakfast host/hostess is responsible forpreparing and serving the daily complimentary breakfast for hotel guests.


Providing personalized service to all guests. Taking inventory of food, beverages and supplies needed for each day.

Ordering or purchasing of food supplies. Preparing foods such as cut fruit, coffee and juices from concentrates. Stocking coffee, juice and milk machines or dispensers.

Setting out/arranging cold food, such as sweet rol ls, muffins and cerealfor self-service.

Clearing and cleaning tables as they are vacated.

Wiping up spills. Removing trash.

Restocking self-service food and supplies as needed. Washing serving equipment and returning it to storage. Returning reusable food supplies to storage.

Addi tional Responsibi li ties: Any other dut ies ass igned by Superv isor



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JOB TITLE: Hospitality Reception Host/Hostess

DEPARTMENT: OperationsSUPERVISOR TITLE: Front Office Manager/ Ass istant General Manager

Job Description/Summary: The Hospitality Reception host/hostess is responsiblefor preparing and serving the Hospitality Reception for hotel guests on assigneddays.


Providing personalized service to all guests. Taking inventory of food, beverages and supplies needed for each day. Ordering or purchasing of food supplies. Preparing foods for Hospitality Reception. Stocking coffee, juice and milk machines or dispensers. Setting out/arranging cold and/or hot food for self-service. Clearing and cleaning tables as they are vacated. Wiping up spills.

Removing trash. Restocking self-service food and supplies as needed. Washing serving equipment and returning it to storage. Returning reusable food supplies to storage.





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JOB TITLE: Courtesy Van DriverDEPARTMENT: OperationsSUPERVISOR TITLE: Front Office Manager/ Ass istant General Manager

Job Description/Summary: The courtesy van driver is responsible for operatingand servicing the hotel van(s).


Transporting guest to/from airport and to other short distance locations. Assisting both arriving and departing guests with their luggage. Inspecting, cleaning and servicing (e.g. oil, gas) the van(s). Maintaining mileage log books. Running errands for the official business of the hotel staff.

Delivering special request items to hotel guests, such as express mail,hair dryers, etc., and assisting houseperson(s) as needed.

Picking up trash from parking lot.





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JOB TITLE: Chief EngineerDEPARTMENT: OperationsSUPERVISOR TITLE: General Manager

Job Descr iption/Summary: The Chief Engineer is responsible for the overallupkeep and maintenance of the hotel.


Troubleshooting and repairing malfunct ions in electrical/mechanicalsystems (e.g. HVAC, plumbing) and other hotel equipment .

Conducting ongoing room preventative maintenance program (seemaintenance manual for system specifics).

Reviewing maintenance problems, complaints and work orders to prioritizeand schedule work.

Troubleshooting and diagnosing malfunctioning mechanical systems and

equipment. Inspecting property to identify potential and current needs.

Estimating department expenditures for budget purposes and assistingwith the capital budget process.

Soliciting bids from cont ractors and evaluating their proposals. Oncecontractor is selected and employed, ensuring work is completed tospecifications.

Coordinating with local health, safety, fire, and building inspectors toensure compliance with applicable codes and regulations.

Performing preventive maintenance assignments on a scheduled basis. Servicing the hotels pool, including adjusting chemicals and cleaning

filters.

Completing maintenance logs. Maintaining the build ing exterior if not serviced by a contractor (e.g. snow

removal, lawn care, painting). Supervising and scheduling of maintenance staff.





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JOB TITLE: Maintenance WorkerDEPARTMENT: OperationsSUPERVISOR TITLE: Chief Engineer

Job Descr iption/Summary: The Maintenance Worker is responsible for the overall

upkeep and maintenance of the hotel.


Troubleshooting and repairing malfunct ions in electrical/mechanicalsystems (e.g. HVAC, plumbing) and other hotel equipment .

Conducting ongoing room preventative maintenance program (seemaintenance manual for system specifics).

Reviewing maintenance problems, complaints and work orders to prioritizeand schedule work.

Troubleshooting and diagnosing malfunctioning mechanical systems andequipment.

Inspecting property to identify potential and current needs. Estimating department expenditures for budget purposes and assisting

with the capital budget process. Coordinating with local health, safety, fire, and building inspectors to

ensure compliance with applicable codes and regulations.

Performing preventive maintenance assignments on a scheduled basis. Servicing the hotels pool, including adjusting chemicals and cleaning

filters. Completing maintenance logs. Maintaining the build ing exterior if not serviced by a contractor (e.g. snow

removal, lawn care, painting).

Addi tional Responsibi li ties: Any other dut ies ass igned by Superv isor



hotel job descrip\tion

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