Company: Milestone Hospitality Management
Website: www.milestonehotels.com

Contact: Diane Speert – Director of Human Resources

Position: Hotel Manager
Location: Sturbridge Host Hotel & Conference Center – Sturbridge, Massachusetts

Please email resumes (including salary requirements) to dspeert@milestonehotels.com

EXAMPLES OF DUTIES
• Implements and manages hotels daily quality process including goal communication, staff member improvement, compliance with Milestone standards of product and performance, service recovery and problem prevention.
• Disseminates feedback from comment cards, guest satisfaction and service failure measurements and coaches accordingly.
• Communicates effectively both verbally and in writing to provide clear direction to staff.
• Assigns and instructs Department Managers in details of work.
• Observes performance and encourages improvement.
• Monitors Hotel traffic and makes staffing adjustments accordingly.
• Supervises and reviews cost and inventory controls.
• Fields guest complaints, conducting through research to develop the most effective solutions and negotiate results.
• Prepares written correspondence to customers.
• Listens and extends assistance in order to resolve problems.
• Remains calm and alert especially during emergency situations and heavy Hotel activity.
• Plans and implements detailed steps by using experienced judgment and discretion.
• Supervises the budgeting, forecasting, training, motivating and staffing.
• Prepares Forecast expenses and actual results for the Rooms Division revenue and expenses. • • Reviews Customer Logs daily for significant incidents, reports to the General Manager and coordinates with department heads all enforcement of policy and/or improvements in service needed.
• Works closely with the General Manager in monitoring policies and guidelines in the day to day operation of the Hotel to ensure profitability and consistency.
• Plans, organizes, chairs, attends and/or participates in various Hotel meetings,Staff Meetings, Executive Committee Meetings, Safety Meetings, etc.
• Surveys and performs property inspections on a daily basis by visually identifying areas of the Hotel for needed improvements such as guest rooms, public areas and restaurants.

SPECIFIC JOB KNOWLEDGE, SKILL, AND ABILITY
• Requires the exercise of considerable managerial skill as position involves frequent decisions, meeting of deadline, negotiations of contracts of vendors, analytical ability and the planning, organization development and coordination of large-scale work projects.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
• Ability to read and communicate verbally and in writing and prepare complex occupancy reports.

QUALIFICATION STANDARDS
Education
• Any combination of education and experience equivalent to graduation from College or any other combination of education, training or experience that provides the required knowledge skills and abilities.
• High school diploma required.

Experience
• Minimum of 4 years hotel management experience of Department Head or above.

   
           
       
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