ESSENTIAL JOB FUNCTIONS:
1. Implement and manage hotel’s daily quality process including goal
communication, associate improvement, compliance with Crescent
standards of product and performance, service recovery and problem
resolution. Disseminate feedback from comment cards, guest satisfaction
and service failure measurements and coach accordingly.
2. Interview, hire, train, recommend performance evaluations, resolve
problems, provide open communication and recommend discipline and/or
termination when appropriate.
3. Communicate both verbally and in writing to provide clear direction to staff.
4. Assign and instruct Rooms Division Department Managers in details of work.
Observe performance and encourage improvement. Monitor hotel
occupancy and make staffing adjustments accordingly. Supervise and
review cost and inventory controls.
5. Field guest complaints, conducting thorough research to develop the most
effective solutions and negotiate results. Prepare written correspondence to
guests. Listen and extend assistance in order to resolve problems such as
price conflicts, insufficient heating or air conditioning, etc. Remain calm and
alert especially during emergency situations and heavy hotel activity. Plan
and implement detailed steps or problem resolution by using experienced
judgment and discretion.
6. Supervise the budgeting, forecasting, training, motivating and staffing of the
Rooms Department including: Telephone, Housekeeping Services, Front
Office, Laundry, Concierge and Guest Services.
7. Prepare Forecast expenses and actual results for the Rooms Division
revenue and expenses. Review Security logs daily for significant incidents,
and coordinate with department heads all enforcement of policy and/or
improvements in service needed.
8. Work closely with the General Manager in establishing and monitoring
policies and guidelines in the day to day operation of the hotel to ensure
profitability and consistency. Solve problems of detail that come up in the
course of the work.
9. Plan, organize, chair, attend and/or participate in various hotel meetings
such as: Staff Meetings, Rooms Division Meetings, Executive Committee
Meetings, Quality Teams Meetings, etc.
10. Comply with attendance rules and be available to work on a regular basis.
11. Perform any other job related duties as assigned
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
Guests can relax in our spacious and modern suites, featuring the renowned Sheraton Signature Sleep Experience, ergonomic desk chairs and plasma TVs. They can connect to work or home with high speed Internet access, PC work stations and more in our lobby. Reenergize after a long day or flight at Sheraton Fitness or refresh in our pool. We offer a great meal or drinks in our Vector Restaurant & Lounge, a great place to connect with friends and loved ones. We've thought of everything our guests need for a relaxed and memorable stay. With easy access to and from Philadelphia International Airport on our complimentary shuttle, we are also convenient to all of downtown Philadelphia's attractions, including Independence Hall, the Liberty Bell, the historic district and shopping and cultural destinations. Welcome to Sheraton Suites Philadelphia Airport—an upbeat and refreshing hotel experience.