Hold a departmental briefing with staff daily.
Be prepared for each daily activity and review any variations with staff.
Ensure work shifts are covered with adequate staff; correct staffing during peak periods and during high occupancy.
Ensure all associates are aware of role and responsibilities and operate within their guidelines.
Consistently document variations in associate’s performance and provide timely counselling.
Ensure staff is properly groomed and uniformed at all times.
Ensure work area cleanliness is maintained at all times.
Maintain efficiency in the operation of the staff in a high standard of quality of service and courtesy, bringing total satisfaction to our guests and the hotel.
Maintain close control and inventory of uniforms, supplies and equipment.
Prepare and post weekly schedules in accordance to guest needs and staff availability.
Conduct frequent hospitality audits to ensure the staff are conducting themselves in the manner appropriate for the department.
Maintain a complete and accurate set of logs (pass-on, management roster, emergency procedures, etc.)
Maintain a good working relationship with the staff and other departments.
Ensure that all guests who experience a problem receive an immediate response, any promised compensation is delivered and an appropriate follow-up in a timely and professional manner.
Supervise the staff and handle any associate situation.
Ensure all associates are safety conscious and trained in safe work practices.
Implement the proper training program and control the training of the staff to top efficiency and in accordance with Marriott policies.
Constantly update training manual
Have a thorough knowledge of hotel fire regulations and policy reports, safety programs, and what the direct duties are in relation to each. Ensure that all associates are properly trained to these procedures.
Have accurate and complete guest assistance information available regarding events taking place in town, restaurants, athletic events, etc …
Facilitate departmental training modules; continually monitor, evaluate, and revise training content to reflect changes in the process; address the needs identified by associates and your manager.
