Residence Inn by Marriott Big Sky/The Wilson Hotel
Job Description
Job DescriptionSupervise all front office, housekeeping, food & beverage operations and personnel, to ensure all company and brand standards are met, and to ensure the highest revenues and guest satisfaction are achieved. 

  • Oversee all front office, guest relations and housekeeping operations.
  • Audit property daily, noting positives and deficiencies.  Following up with team supervisors to access training requirements.
  • Perform required quarterly and annual QA audits with GM.
  • Ensure a viable key control program is in place.
  • With GM, ensure compliance with key success factors. 
  • Ensure that all required food audits are completed per system standards.
  • Provide a safe working environment in compliance with OSHA.
  • Responsible for implementation and sustainability of hotel accident prevention programs.
  • Assist/ teach the team scheduling (using Scheduling Tool) against guest and hours/occupied room goals.  Ensure staffing levels are appropriate to exceed guest expectations.
  • Responsible for hotel accident prevention programs.
  • Conduct monthly front desk and housekeeping meetings.
  • Consistently check that all audit standards are in place.
  • Oversee all breakfast, office administration, uniform and key card orders.
  • Monitor that all daily checklists, temperature and waste logs are being completed.
  • Reply to Trip Advisor reviews, GSS surveys or GuestVoice alerts.
  • Comply with corporate accounting procedures.
  • Assist GM in developing hotel budget and capital expenditure plans.
  • Utilize budgets to teach team supervisors to understand financial objectives. 
  • Assist GM in developing and communicating selling strategies, utilizing hotel inventory control and forecasting tools. 
  • Assist GM in forecasting, P&L reviews, reclassing and accruals.
  • Join GM and DOS for all weekly revenue calls with revenue manager.
  • Drive GSS by delivering brand standards and exceeding guest expectations.
  • Be readily available and approachable for all guests.
  • Assist team supervisors in understanding guests’ ever-changing needs and expectations and exceed them.
  • Take proactive approaches when dealing with guest concerns.  Follow property specific second effort and recovery plan.
  • Publish all Guest Satisfaction Survey results in a timely fashion, including all GSS forms.  Solicit feedback for continuous improvement.
  • Ensure staffing levels allow team members to exceed guest needs.
  • Thoroughly understand the brand service culture.  Ensure that all team members and supervisors understand and deliver this philosophy.
  • Understand, implement, and train team members on Quality Service Delivery.
  • Continue to develop methods that allow the team to collect more immediate feedback from the guest.
  • Organize and monitor daily reports from Fosse to make sure proper procedures are in place.
  • Create shift checklists, SOP’s, local material for guests and audit logs where necessary.
  • Develop cross-training opportunities throughout the hotel and within company. 
  • Assist team supervisors in understanding AOS/ GSS results, developing game plans to attach need areas.
  • Complete development plan for team supervisors focusing on continual learning.  Assist the team supervisors doing in doing the same for each team member.  
  • Conduct one-on-ones with team supervisors/ members and service training on quarterly basis. 
  • Ensure orientations for new team members are thorough and completed in a timely fashion.
  • Know hotels emergency plan, train, and implementation.
  • Create and nurture a hotel environment that emphasizes motivation, empowerment, teamwork and a passion for providing service.
  • Be readily available and approachable for all team members.
  • Assist supervisors in understanding team members’ ever-changing needs and expectations and exceed them.
  • Take proactive approaches when dealing with associate concerns.
  • Always extend professionalism and courtesy to team members.
  • Celebrate and foster decisions that result in successes as well as failures.
  • Work with GM on weekly topics of discussion during celebration meetings.
  • Conduct annual reviews for front desk and breakfast teams.
  • Assist GM and DOS in developing direct sales plan.
  • Understand inventory, daily selling strategies, and revenue management.
  • Ensure that all Guest Care associates understand hotel-selling strategies.
  • Network during breakfast and social hours to assist sales in uncovering new business leads.
  • Stay current on local market conditions.
  • Ensure property hiring practices comply with all state and federal regulations.
  • Interview and assist in making hiring decisions. With input from the team supervisors conduct reviews in a timely fashion.
  • Assist team supervisors with constructive coaching and counseling.
  • Maintain current licenses and permits as prescribed by local, state, and federal agencies.
  • Schedule management team to include coverage of weekend and evening hours.
  • Formulate personal development plan with GM.
  • Ensure effective departmental communication and information systems through logs, department meetings, and hotel meetings.
In addition to performance of the essential functions, this position may be required to perform a combination of supportive functions, determined by the GM:   
  • The hotel operates 7 days a week, 24 hours a day.  Schedules must accommodate fluctuating business demands and associates may be asked to work shifts other than those they prefer or normally work.
  • Carry out all reasonable requests by leadership team.
  • Comply with department uniform and appearance standards.
  • Participate in Manager on Duty coverage program requiring weekend stay-over.
Contact Information