.Job Number: 24032284Job Category: Rooms & Guest Services OperationsLocation: Madrid Regional Office, Paseo del Club Deportivo 1 Ed. 17, Madrid, Madrid, SpainSchedule: Full-TimeLocated Remotely? NRelocation? NPosition Type: ManagementABOUT THE POSITION CANDIDATE PROFILE Education and Experience 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 4 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.OR 4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major; 2 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.CORE WORK ACTIVITIES Managing Profitability Demonstrates and communicates key drivers of guest satisfaction for the brand's target customer.Analyzes service issues and identifies trends.Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.Works with hotel management team to develop an operational strategy that is aligned with the brand's business strategy and leads its execution.Managing Revenue Goals Monitors hotel operations sales performance against budget.Reviews reports and financial statements to determine hotel operations performance against budget.Coaches and supports operations team to effectively manage occupancy & rate, wages and controllable expenses.Reviews the Wage Progress Report and compares budgeted wages to actual wages, coaching direct reports to address problem areas and holding team accountable for results.Leading Operations and Department Teams Champions the brand's service vision for product and service delivery and ensures alignment amongst the hotel leadership teams.Develops systems to enable employees to understand guest satisfaction results.Communicates a clear and consistent message regarding departmental goals to produce desired results.Managing the Guest Experience Reviews guest feedback with leadership team and ensures appropriate corrective action is taken.Responds to and handles guest problems and complaints.Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.Creates an atmosphere in all Rooms and Food and Beverage areas that meets or exceeds guest expectations.Managing and Conducting Human Resources Activities Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.Ensures employees are treated fairly and equitably.Ensures that regular, ongoing communication is happening in Operations (e.G., pre-shift briefings, staff meetings)
