- Achievement of customer satisfaction and loyalty goals
- Achievement of employee satisfaction and retention goals
- Achievement of hotelfinancial goals
AREAS OF RESPONSIBILITY:
Participates in the development of business strategies for security whichare aligned with the overall objectives of the hotel
- Develops and implements business strategies for department
- Monitors status regularly and adjusts strategies as appropriate
- Develops the annual budget in conjunction with the Controller and General Manager Develops and implements sound security andsafety practices for thehotel
- Recruits, selects andtrains employees in safety andsecurity practices
- Communicates safety and security practices to all hotelemployees
- Schedules Team Memberin accordance withforecasted occupancy andfunctions
- Develops and maintains a good working relationship with localfire, police and government agencies
- Ensures that Team Member patrols hotel on a regular basis and documents activities in accordance with security and safety standards
- Improves safety and security at the hotelby communicating hazardswith department headsand taking corrective actions
- Develops and coordinates a Safety Teamas required by Hilton Hotel
- Monitors and checks all life-safety equipment in conjunction with the engineering department Directs the investigation and resolution of customer and employee injuries, crimes and/or emergencies
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- Ensures that investigations are handled in accordance withpolicies.
- Recommends corrective actions
- Develops and implements procedures for handling issues
- Develops and implements hotel specific emergency procedures including evacuation Develops and implements strategies and practices which support employee engagement
- Recruits and selectsqualified candidates
- Provides employees withthe orientation and training neededto understand expectations and perform job responsibilities
- Communicates performance expectations and provides employees with on-going feedback
- Provides employees with coaching and counselling as needed to achieve performance objectives and reachtheir fullest potential
- Providing employees withthe training andresources they needto maximize employee engagement and teamwork
- Communicates and reinforces the Hotel andDepartments vision
- Ensures that employees provide genuine hospitality and teamwork on an ongoingbasis
- Uses teamwork to support guestsand employees
- Seeks opportunities to improve the customer experience by seeking customer feedback and reviewing management reports and developing strategies to improve department and hotel services
- Provides employees with the tools, training and environment theyneed to deliverand teamwork
SUCCESS FACTORS:
- Focus On the Customer – Seek to understand the guest and internal customer and meet the needs of both the customer and the company.
- Apply Professional, Product, or Technical Expertise – Demonstrate the ability to apply technical, professional or productexpertise to everyday hotel situations.
- Communicate Effectively – Clarify and provide information so that co-workers, customers and suppliers understand and can take action.
- Build Strong Relationships – Foster trust and cooperation among co-workers, customers and suppliers; develop and sustain personal contact in order to provide mutual benefit.
- Attend to Detail– Ensure that work is accurate, thorough and to the highest standards.
- Improve Continuously – Constantly assessand adapt current practices to perform a task better, fasteror more efficiently.
- Take Responsibility – Demonstrate personal ownership of tasksand follow through to get the required results.
- Demonstrate Openness and Respect for Others – Valueand remain opento new ideas and perspectives.
- Develop Self and Others – Continually work to developown capabilities and the capabilities of others.
KEY SKILLS AND REQUIREMENTS:
- Payroll Control and Scheduling – Determine appropriate Team Member levels based on forecasted revenue and anticipated business and create Team Member schedules which optimize the balance between desired profitability, customer demands and employee desires
- Budget Management – Skill in developing and adhering to department budget
- Performance Management, Supervisory – Demonstrate ability to relate to, communicate with, and motivate employees to sustain highperformance and qualitylevels.
- Coaching – Developand guide othersin professional growthand performance enhancement through assuring clarity of goals, employing reflective listening skills,and facilitating the generation of options and actionplanning.
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