Night Manager - Best Western Gateway - Orlando, FL

PURPOSE

Represent Executive Offices to hotel guests and associates. Handle guest complaints. Respond to emergency situations. Inspect hotel public areas and monitor hotel associates to ensure compliance to all procedures established by management.

EXAMPLES OF DUTIES/ESSENTIAL FUNCTIONS

• Respond to hotel emergencies immediately in a calm and effective manner consistent with hotel emergency procedure policy.
  • Response could involve but is not limited to running up/down 10 flights of stairs past and around obstacles. Color vision is critical in determining nature of the alarm.
• Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve any problems that may arise.
• Maintain a professional appearance and demeanor at all times. Remain calm and alert especially during heavy hotel activity involving working rapidly and effectively under time pressure for 8 consecutive hours.
• Monitor hotel staff in all departments to ensure that all procedures are being adhered to as established by management.
  • As necessary, step into operating department and delegate or physically participate in duties essential to expediting problems and delays most effectively.
  • Utilize computer system to access and input information.
    • Activities involve lifting and or moving heavy objects, walking/standing for long periods and working in undesirable conditions.
• Inspect all physical aspects of the hotel's appearance on a continual basis in accordance with standards established by hotel management.
  • Inspections require, but not limited to, bending, stooping, reaching, climbing and kneeling.
  • Immediately report all safety hazards or items in need of attention to appropriate departments.
• Handle noise complaint, credit problems, associate conflicts, guest relocation, and rejection of undesirable in conjunction with hotel security force utilizing diplomacy and good judgement.

QUALIFICATIONS

• Education: High school diploma required. Or equivalent 5 years or more of experience.
• Experience: Prior hotel experience required. Prior supervisory experience preferred.
• Licenses or Certificates: CPR Certification and First Aid training preferred.