Hotel Manager

10 hours ago

Ottawa, Canada Hilton Garden Inn & Homewood Suites by Hilton Ottawa Downtown Full time

**SUMMARY**: _Manages the functional areas of guest registration, night audit, guest reservations, and housekeeping/laundry to ascertain guest satisfaction and associate satisfaction - and maximize hotel profitability. Assist General Manager in day-to-day operations of the hotel room division area and is acting manager in the General Manager’s Absence._

**RESPONSIBILITIES**:

- Develop Hotel high level strategies with the Hotel Executive Committee.
- Participate in creating operating policies and procedures.
- Hire Department Heads as well as team members according to hotel opening dates.
- Set up hotel departments according to Hilton and Concord Standards.
- Regularly review and adjust strategy and/or tactics as required.
- Leverage Hilton tools, training, resources.
- Ensure Hilton Homewood Suites & Hilton Garden Inn Standards compliances.
- Support team members wherever possible through sharing of creative ideas, best practices and assistance with problem solving.
- Motivate, lead and encourage the entire Rooms team to generate positive results in guest experience, financial goals and associate satisfaction.
- Take lead role in creating and controlling all Rooms annual budgets and assure departments operate within approved budgets.
- Interview, hire, supervise and counsel Housekeeping, Front Desk, Maintenance, Reservation/Revenue department managers and supervisors in the efficient operation of their respective areas.
- Ensure ongoing training and coaching with Human Resources to ensure disciplinary process and performance management is consistent and effective.
- Lead and manage the implementation of Hilton programs and initiatives.
- Be an active participant all Hotel committees (Blue energy committee, Bright hearted committee, Health and Safety, etc.).
- Create and maintain a positive and supportive culture within the hotel.
- Analyze property operations on a daily, weekly and monthly basis, while monitoring cost controls, property condition, cleanliness and quality of product and service throughout.
- Maintain and evaluate statistical information for tracking and decision-making purposes.
- Develop, communicate and enforce policies, priorities, procedures and administrative standards.
- Promote and encourage inter-departmental cooperation and communication to improve customer service and overall satisfaction by coordinating inter-departmental activities and conducting weekly meetings.
- Assist in preparing reports as requested to develop a more informative database for applicable decision making
- Manage and maintain Housekeeping productivity
- Review and launch Housekeeping, Janitorial and Houseman checklists.
- Implement and maintain incentive program for Housekeeping department.
- Review positions and duties within the department and realign where necessary.
- Hold individual associates accountable and ensure a full understanding of the Hotel’s expectations and performance standards.
- Kipsu roll out to Front office & Sales & Catering
- Ensure full understanding by all departments, how to use, maintain and enhance the guest experience.
- Coordinate with Maintenance Manager to ensure property maintenance is ongoing and properly executed:

- Weekly hotel walk around/inspections with Housekeeping and Maintenance managers.
- Assist in the development of a preventative maintenance schedule including continuous follow-up with Maintenance team and holding team accountable ensuring tasks are completed to satisfaction.
- Weekly room inspections conducted with Housekeeping Manager and Maintenance Manager.
- Conduct weekly conversations and information sharing meetings with hotel leaders to discuss Guest Relations, Make It Right, SALT concerns and successes and any issues that need to be addressed. Meetings are to be constructive and purposeful with the intent to assist in the increase of interdepartmental collaboration.
- In conjunction with Human Resources, design and implement development plan for Department Heads and Managers.
- Ensure all required brand training is completed within a timely manner.
- Weekly follow up ensuring leadership skills are being developed.
- Empowering and supporting fully to ensure a successful transition from associate to leader.
- Development of a training and performance management program to ensure success of the new manager.
- Onboarding of the new Department Heads under direct supervision acting as a mentor and coach throughout.
- Manage and ensure the continuation of the Front Desk daily pass over report to all associates and managers.
- SALT champion
- Weekly/Monthly updates to executive team.
- Continuous development and using creative ways to enhance the guest experience and ensuring consistency across team members.
- Manage, maintaining/improving SALT in all areas reporting as often as necessary.
- Maintain an active role in the community, civic and industry segments.
- Work effectively with our Hilton community, including Hilton Worldwide Sales and Hilton siste

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