Major: Hospitality Management
Minor/option/emphasis: Event Management
Company/Organization: Choice Hotels International
Company/Organization website: https://www.choicehotels.com/iowa/ames/sleep-inn-hotels/ia207
Destination: Ames, Iowa
Advisor/Coordinator Email: firstname.lastname@example.org
I was responsible for...
Daily hotel operations and brand/company standards are being upheld. Create a positive work environment which promotes teamwork, performance feedback, thorough training, and developing team members. Hire, train, monitor, lead and discipline employees. Coach all employees on gathering leads, negotiating rates, achieving enrollment goals, and following reservation script. Communicate well with all employees. Schedule staff in all positions for all shifts. File/organize employee information and keep up to date with pay changes and reviews. Review and send a payroll for all employees. Achieve hotel possibility and set monthly, quarterly, and yearly goals. Work with bookkeeper on expenses, direct bills, audits, deposits, and any other monthly accounting responsibilities. Had all employee meetings with all staff one time a month. Oversee all housekeeping duties and make sure all guest rooms in public spaces are properly cleaned, maintained, and organized. Order all supplies for breakfast area, office, housekeeping, and any other operating supplies needed to operate hotel. Control and monitor inventory. Promote and market property to prospective customers and potential businesses. Required to be active in the community clubs or chambers, state tourism, and any other local groups that benefit the hotel. Perform sales and marketing strategies to produce both short term and long term goals. Implement new technology, products or services and keep up with industry trends with proper training. Control and manage all social media sites including Facebook. Control and manage all OTA sites and reservations. Keep staff updated and knowledgeable on area events/attractions or tourist attractions and have them pass on to guests. Deal with customer complaints, suggestions, or concerns. Return all calls before departing for the day. Responsible for making sure the hotel is up-to-date with all codes, licenses and is compliant. Supervising all maintenance, repairs, and any updates that need to be addressed in hotel on the property. Meet and greet customers at all times and provide EXCELLENT customer service. Make sure all events went smoothly, create room blocks, and maintain all group blocks until the release date. Work with front desk manager on any assigned duties or situations that require immediate attention.
Being recognized from so many guests in guest reviews, handwritten letters, and personal emails. Knowing that you exceeded a guest's expectations and that they remembered you is so rewarding. This recognition motivates me to keep trying my best every day and give every guest outstanding service.
Learning how to delivery exceptional guest service to all of your guests. I learned how to read body language and hear from their tone of voice how to exceed their expectations. I learned every guest is different and that means they have different expectations and I learned how to identify those expectations right when they walk through the door.
Advice for others...
Have fun while you work. Do not work too hard and laugh with your other team members. When you have a team, work as a team, you can accomplish the most together and share in the success.