Total Quality Manager jobs in West Virginia

POSITION PURPOSE**

As the General Manager you will oversee the daily operations of the Front Desk Department and Guest Service areas .Ensure that front desk and communications meet hotel standards for maximum guest satisfaction .Act as the main contact for guests and other hotel departments.

ESSENTIAL RESPONSIBILITIES**

• Ensure efficient guest registration, check out and telephone service.Observe front desk agents and ensure that established procedures are completed in accordance with policy and procedure, i.e., proper public relations techniques are utilized, guests are handled both courteously and professionally, proper identification and credit are established and all posting, cash transactions, account settlements and deposits are handled correctly.
• Maximizes hotel revenues through up-sell program, 95% occupancy strategies parking revenues by ensuring proper ticket accountability and cash handling procedures.
• Observe the front desk and Guest Services areas and ensure that all staff duties are completed in accordance with established policy and procedure, i.e., proper public relations techniques are utilized, guest requests are handled both courteously and professionally, guests are helped on a timely basis and the proper greetings are used, guests are handled correctly and efficiently, guest complaints and problems are handled in a courteous and professional manner, and ensure follow through.GSI, guest comments (via third party sites, comments card etc.) will be used to measure guest satisfaction.
• Direct and train staff.Assist in new-hire and on-going training.Direct and assist front desk staff and telecommunications in organizing breaks, ensuring that all work is completed efficiently and according to schedule.
• Participate in the hiring process of new staff members. Assist with the preparation of Staff Member Transaction Forms, performance appraisals, and any Staff Service forms as appropriate.
• Review current day’s expected arrivals and check all VIP and special request reservations to ensure that they are pre-registered, blocked properly and other departments are notified of room assignment.Review the daily room availability and inform staff.Check status of departures on a daily basis.Relay all pertinent information to front desk agents, telecommunications, the following shift supervisor, and the Front Desk Manager.
• Ensure proper staffing levels based on hotel demand and all necessary reports and forms are completed daily.
• Oversee sales and operations of Guest Services areas ensuring service excellence, proper inventories and accurate account of sales and cleanliness standards are met and overall appearance.
• Be familiar with all company policies and benefits.

PHYSICAL DEMANDS**

• Environmental conditions are inside, a job is considered “inside” if staff spends approximately 75 percent or more of the time inside.Temperature is moderate and controlled by hotel environmental systems.
• Must be able to sit at a desk for up to four (4) hours per day.Walking and standing are required the rest of the working day.Length of time of these tasks may vary from day to day and task to task.
• Must be able to stand and exert well-paced mobility for up to four (4) hours in length.
• Must be able to exert well-paced ability to maneuver between functions occurring simultaneously.
• Must be able to exert well-paced ability in limited space and to reach other departments of the hotel on a timely basis.
• Must be able to lift up to 40 lbs. occasionally.
• Must be able to push and pull carts and equipment weighing up to 250 lbs. occasionally.
• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.
• Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates.
• Vision occurs continuously with the most common visual functions being those of near and color vision and depth perception.
• Must be able to bend, stoop, squat and stretch to fulfill cleaning tasks occasionally.
• Requires manual dexterity to use and operate all necessary equipment.
• Ability to work primarily with fingers to pick, pinch, type and carry out substantial movements (motions) of the wrists and hands as well.
• Must have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly and other office equipment as needed.

SUPPORTIVE FUNCTIONS**In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the hotel:

• Assist with any guest inquiry.
• Enforce hotel safety standards.
• Any other duties as assigned by the General Manager.

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES**

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities:

• Must be able to speak, read, write and understand the primary language used in the workplace.
• Must be able to read and write to facilitate the communication process.
• Requires good communication skills, both verbal and written.
• Considerable knowledge of complex mathematical calculations and computer accounting programs.Budgetary analysis capabilities required.
• Extensive knowledge of the hotel, its services and facilities.
• Must have excellent leadership capability and customer relations skills.Most tasks are performed in a team environment with the staff member acting as a team leader.There is minimal direct supervision.
• Must be detail oriented with outstanding organizational and communication skills.
• Must possess basic computational ability.
• Must possess basic computer skills.
• Knowledge of computer accounting programs, math skills as well as budgetary analysis capabilities required.
• Ability to analyze, forecast data, and make judgments to ensure proper payroll and production control.
• Ability to supervise large staff and accomplish goals on a timely basis.
• Ability to effectively deal with internal and external customers some of whom will require high levels of patience, tact and diplomacy and collect accurate information to resolve conflicts.
• Thorough knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations, including, but not limited to the following statutes and their state and local analogues (where applicable): Title VII, ADEA, Equal Pay Act, Pregnancy Discrimination Act, FLSA, ADA, OSHA, FMLA, and NLRA.

Job Type: Full-time

Pay: $38,000.00 - $45,000.00 per year

Schedule:

• 8 hour shift
• Monday to Friday
• Weekends as needed

Experience:

• ChoiceAdvantage: 3 years (Required)
• Choice: 5 years (Preferred)

Work Location: In person