At Crowne Plaza®, we want our guests to feel able to do their best, achieve their goals and be recognized for their success. We’re Making Business Travel Work by Bringing Humanity to Business Travel. We challenge the old world of business that’s overly formal, rigid and where guests feel like a room number not a person. We embrace the new world of business with caring and flexibility – through hotel colleagues who Dare to Connect! Dare to Connect is how we describe the Service Style at Crowne Plaza hotels. It shows we’re thinking and acting differently. We’re connecting with guests – and each other – in a more personal way. We’re showing our personalities (and sharing a little of ourselves) and learning more about the other person… as a person, not as a room number or a co-worker. When we Dare to Connect, it means we: Dare to Make the First Move… we are proactive and positive… we are the first to greet and say hello, and the first to take action and help our guests. Adapt to the Moment… we might not be mind readers, but we can read our guest’s moods and needs and then change our pace, tone and take action so we can help a guest when they need it. Relate to Business Needs… we know that Modern Business Travelers need to be productive, so we make sure we prioritize the right things that help our guests do what’s important. Enable Quality Downtime… we know our guests want more from their trip than just business, so we make an effort to get to know them and give them recommendations that help them make the most out of their free time.
Your day to day
Oversee the hotel operations for the day or night shift to ensure guest service standards are met and that hotel assets are secured and protected.DUTIES AND RESPONSIBILITIESFINANCIAL RETURNS Ensure procedures are followed for security of monies, credit and financial transactions, and guest security. PEOPLE Monitor performance of employees scheduled during shift and recommend and/or initiate disciplinary actions in accordance with company rules and policies. Report serious issues to respective management for follow-up. Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management. Interact with outside contacts:o Guests – to ensure their total satisfactiono Regulatory agencies, law enforcement or local government authorities – regarding safety and compliance matters o Other contacts as needed (Professional organizations, community groups, local media) GUEST EXPERIENCE Resolve all guest complaints in a prompt and professional manner and in accordance with established service recovery guidelines to ensure guest satisfaction and repeat business. Oversee the front desk and night audit functions in accordance with established procedures; ensure guests receive prompt, professional attention and are greeted upon arrival, and that the audit function and reports are completed on time. Communicate to staff any VIP, Priority Club, or special needs or requests and follow up on execution.RESPONSIBLE BUSINESS Assist in educating employees on current safety issues to ensure compliance with all health and safety regulations. Inform management of hazardous situations, emergencies or threats to the security of guests, employees or hotel assets. Manage day or night operations of the hotel. Conduct periodic walk-through of each department. Tour public areas and grounds to ensure the appearance of such areas reflects highly on the hotel, brand, and Company. Correct any deficiencies. May also have oversight of the security function at night. Coordinate employee and guest evacuation/notification in the event of an emergency. Throughout shift conduct routine inspections of the front office and public areas to ensure the appearance of such areas reflects highly on the hotel, brand, and Company. Correct any deficiencies. Document and record all incidents involving guests or employees, or other relevant events, on the appropriate reports, e.g., Manager on Duty Report. Report any injuries to Loss Prevention in accordance with policies and procedures. May serve as “manager on duty” as required. Perform other duties as assigned.ACCOUNTABILITYRepresents the hotel’s management in judgment and decision making while typically in charge of hotel operations in the absence of General Manager and/or other management staff. Does not routinely perform front desk or night audit functions.
What we need from you
QUALIFICATIONS AND REQUIREMENTSSome college and three years guest service/hotel experience, or an equivalent combination of education and/or experience. Must have full knowledge of the guest service/night function and some supervisory training/experience preferred. Must speak fluent English. Other languages preferred.This job requires ability to perform the following: Carrying or lifting items weighing up to 25 pounds Frequently standing up and moving about the hotel Frequently ha
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