Job description

Arzoie Hotel Group's mission is to be one of the most admired and service quality driven hotel companies in the industry. We will accomplish our goal by creating an atmosphere of friendly employee behavior and delivering the highest quality service and value to our guests.

From our Team Members to our General Managers and Regional Support team, we seek people who have a passion for the hospitality business and want to grow with us. Most of our existing leadership team members have been promoted from within the company. As a member of our team, you will be expected to contribute your talents and energies to improve the environment and quality of the company, as well as the company's services. In return you will be given opportunities to grow and advance in your career.

POSITION SUMMARY
This position is responsible for assisting the general manager with the daily operations of the hotel to maintain standards for guest satisfaction, employee satisfaction, quality assurance and asset protection while managing costs within budget.

ESSENTIAL JOB FUNCTIONS
Revenue Management
Assist the general manager with a market analysis that includes competitors’ rates by market segment for weekday and weekend and a forecast of local market conditions and special events that may impact occupancy and/or rate.
Support sales efforts as directed by the Regional Vice President and the corporate sales organization.
Assist the general manager with informing the front desk staff about rate structure and know how to implement yield management policies and procedures.
Assist with the training of the front desk staff to successfully perform all front office operations and revenue management and central reservations procedures.
Train front desk staff to successfully perform selling techniques and procedures for current promotions.
Achieve maximum revenue.
Perform front desk sales representative and night auditor duties as required by staffing levels and business demand.
Prepare and coordinate training sessions with verbal presentation, informational literature and audio/visual aids.
Formulate facilitator guides and outlines in conformance with selected instructional methods; select and develop teaching aids such as participant text, visual aids, and reference library.
Conduct and/or supervise a variety of generalized and specialized class sessions.
Coordinate technical and professional seminars/presentations with outside agencies.
Compose departmental correspondence as needed.
Coordinate on the design of testing materials to measure learning progress and evaluate the effectiveness of individual programs.
Maintain records of educational activities; oversee individual and/or group progress to ensure program effectiveness.

Financial Results
Use business forecasts to manage costs for assigned department(s) by scheduling labor in accordance with staffing guidelines, controlling other expenses in accordance with business demand levels, and controlling utility expenses in accordance with energy management and building operations standards.

Job Description
Support the achievement of planned monthly IOC by managing departmental expenses within budget; explain the causes for budget variances and take corrective action to avoid future occurrences and adjust spending to eliminate variances.
Protect the company’s financial assets by properly administering company policies and procedures for all financial transactions for assigned department(s). Also, properly administer company policies and procedures for protecting the safety of guests and employees.

Guest Satisfaction
Train hotel staff to successfully perform guest service procedures in accordance with company standards (e.g., greeting, scripts, pre-assignment of rooms, etc.).
Train hotel staff to successfully perform all functions for guest service and for handling upset guest who are dissatisfied with the products and services they received. Personally handle difficult situations involving upset guests. Attempt to resolve all issues of poor guest service before guests leave the property.
Personally respond to guest complaint letters and Guest Assistance Contact Forms and comment cards in accordance with company standards.
Manage the 100% guarantee procedures in accordance with standards, and eliminate service issues that result in repeated invocations of the guarantee.
Manage the Returns procedures (i.e., frequent guest rewards program) in accordance with standards.
Receive satisfactory scores for Medallia (i.e., guest satisfaction survey) and take action to correct any deficiencies in assigned department(s).

Employee Satisfaction
Recruit, select, train and manage employees to deliver guest services and quality products that will lead to achieving goals for revenue and profit.
Properly administer Company policies and procedures for human resources management, payroll administration, personnel transactions and fair treatment of employees. Conduct wage surveys to provide input to annual budget and to ensure that the hotel is offering competitive wages.
Provide leadership by conducting business in a professional manner and in accordance with all company policies including standards of conduct, business ethics and conflicts of interest.
Receive satisfactory scores for employee satisfaction surveys and take corrective action to correct any deficiencies; maintain an acceptable level of employee turnover.

Product Quality
Ensure a satisfactory guest experience and protect the company’s physical assets by maintaining the physical condition of the hotel in accordance with established quality control standards.
Receive satisfactory scores for product quality as measured by Medallia, and take action to correct any deficiencies.

Developmental Assignments
Act as manager on duty in absence of general manager.
Serve as acting general manager at various hotels to cover vacated positions and to relieve general managers on vacation.
Complete assignments or special projects at various hotels as assigned by the regional vice president for the purpose of gaining additional experience in preparation for promotion to general manager.
Assist Director of Operations with the implementation of best-demonstrated hotel operations in all hotels within region to improve productivity, product quality, and guest and employee satisfaction throughout the region.

EDUCATION/EXPERIENCE REQUIRED
Minimum Education
Bachelors Degree preferred.
High School Diploma or equivalent required.

Minimum Experience
Knowledge of training criteria specific to hospitality industry and/or adult learning preferred.

MINIMUM SKILL REQUIREMENTS
Communicate clearly and effectively both orally and in writing.
Logically and independently plan, organize and complete work.
Must be able to take initiative and have well-developed interpersonal skills.
Bilingual (Spanish/English) preferred.
Proficient in MSWord, MS Excel, and MS Outlook (pre-employment testing).
Able to set and achieve high standards of performance.
Must be able to perceive quality of work and read material.
Must be able to conduct analysis and generate reports to reflect findings.
Must be able to learn and maintain job duties/knowledge of basic concept and techniques and complete detailed work assignments.
Must be able to perform the manipulation of numbers and basic math calculations.
Must be able to perform job tasks and remain vigilant in the event of an emergency.
Must be able to prepare and deliver formal presentations before public and private concerns.
Must be able to make progress on multiple assignments under time constraints.
Obtain any locally required certifications.

PHYSICAL, MENTAL AND ENVIRONMENTAL DEMANDS
Must be able to stand for extended periods of time, at least two hours intervals.
Must be able to work in a sitting position for extended period of time; at least four hours.
Must be able to reach for specific objects at short distances in local working areas.
On occasion may be required to lift and carry heavy objects, push or pull heavy objects; kneel, bend or stoop, and ascend or descend ladders or stairs.
Capable of working in a fast paced environment and in stressful situations.
Must respond to multiple task interruptions and still provide service to internal and external customers in a professional and courteous manner.
May require travel to various locations on business.

Arzoie Hotel Group is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Arzoie Hotel Group makes hiring decisions based solely on qualifications, merit, and business needs at the time.

Job Type: Full-time

Pay: $40,000.00 - $45,000.00 per year

Benefits:

• 401(k)
• Employee discount
• Paid time off

Shift:

• 10 hour shift
• 12 hour shift
• 8 hour shift
• Day shift
• Evening shift
• Morning shift

Weekly day range:

• Every weekend
• Monday to Friday
• Weekend availability

Ability to commute/relocate:

• Linthicum Heights, MD 21090: Reliably commute or planning to relocate before starting work (Required)

License/Certification:

• Driver's License (Required)

Work Location: In person

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