Qureos Mentor

Embassy Suites by Hilton

<div>POSITION PURPOSE
Assist the Front Office Manager in the daily operations of the Front Desk Department and Guest Service areas. Ensure that the front desk operation meets hotel standards for maximum guest satisfaction.
ESSENTIAL RESPONSIBILITIES<ul><li>
Ensure efficient guest registration, check out and telephone service.
</li><li>Observe front desk agents and ensure that established procedures are completed in accordance with policy and procedure, i.e., proper public relations techniques are utilized, guests are handled both courteously and professionally, proper identification and credit are established and all posting, cash transactions, account settlements and deposits are handled correctly.
</li><li>Maximizes hotel revenues through up-sell program, 95% occupancy strategies parking revenues by ensuring proper ticket accountability and cash handling procedures.
</li><li>Ensure guest complaints and requests are handled in a courteous and professional manner and ensure follow through.
</li><li>Monitor and respond to Guest Satisfaction Surveys and guest other comments (via third party sites, comments card etc.).
</li><li>Direct and train Front Office staff. Assist in new-hire and on-going training.
</li><li>Direct and assist front desk staff and telecommunications in organizing breaks, ensuring that all work is completed efficiently and according to schedule.
</li><li>Participate in the hiring process of new staff members. Assist with the preparation of Staff Member Transaction Forms, performance appraisals, and any Staff Service forms as appropriate.
</li><li>Review current days expected arrivals and check all VIP and special request reservations to ensure that they are pre-registered, blocked properly and other departments are notified of room assignment. Review the daily room availability and inform staff. Check status of departures daily.
</li><li>Relay all pertinent information to front desk agents, telecommunications, the following shift supervisor, and the Front Desk Manager.
</li><li>Ensure proper staffing levels based on hotel demand and all necessary reports and forms are completed daily.
</li><li>Be familiar with all company policies and benefits.</li><li>
All other duties assigned by manager or supervisor.</li></ul>
SUPPORTIVE FUNCTIONS
In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the hotel:<ul><li>
Assist with any guest inquiry.</li><li>
Follow all company and safety and security policies and procedures.</li><li>
Report maintenance problems, safety hazards, accidents, or injuries.</li><li>
Perform other reasonable job duties as requested by direct and indirect supervisors.
</li></ul>PHYSICAL DEMANDS<ul><li>
Environmental conditions are inside, a job is considered inside if staff spends approximately 75 percent or more of the time inside. Temperature is moderate and controlled by hotel environmental systems.</li><li>
Must be able to stand and exert well-paced mobility for up to four (4) hours in length.</li><li>
Must be able to exert well-paced ability to maneuver between functions occurring simultaneously.
</li><li>Must be able to exert well-paced ability in limited space and to reach other departments of the hotel on a timely basis.</li><li>
Must be able to lift up to 45 lbs. as needed.</li><li>
Must be able to push and pull carts and equipment weighing up to 250 lbs.
</li><li>Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening, and hearing ability and visual acuity.</li><li>
Hearing, smelling, tasting, and visual ability to observe and distinguish product quality and detect signs of emergency situations.</li><li>
Talking and hearing occur continuously in the process of communicating with other staff, guests, and supervisors.</li><li>
Vision occurs continuously with the most common visual functions being those of near and color vision and depth perception.</li><li>
Must be able to bend, stoop, squat and stretch to fulfill cleaning tasks occasionally.</li><li>
Must have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly, and other office equipment as needed.
</li><li>Ability to work primarily with fingers to pick, pinch, type and carry out substantial movements (motions) of the wrists and hands as well.</li></ul>
SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES
The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities:<ul><li>
Must be able to speak, read, write, and understand the primary language used in the workplace.</li><li>
Requires good communication skills, verbal, written and electronic.</li><li>
Considerable knowledge of complex mathematical calculations and computer programs.
</li><li>Must have excellent leadership capability and customer relations skills.
</li><li>Must be detail oriented with outstanding organizational and communication skills.</li><li>
Must possess basic computer skills.</li><li>
Must possess basic computational ability.
</li><li>Ability to effectively deal with internal and external customers some of whom will require high levels of patience, tact and diplomacy and collect accurate information to resolve conflicts.</li><li>
Knowledgeable about basic function of Windows OS, MS Office, PMS, PBX, Key system and POS.</li><li>
Self-driven and able to work independently.</li><li>
Exceptionally strong in issue resolution and proven analytical skills with a strong attention to detail.</li></ul>
EDUCATION
High school or equivalent education required. Bachelors Degree preferred.
EXPERIENCE<ul><li>
Prior Front Desk experience required.</li><li>
One to three years experience in a supervisory role preferred.</li><li>
Knowledgeable of loyalty programs, brand standards and hospitality industry systems preferred.</li></ul>
LICENSES OR CERTIFICATIONS<ul><li>
N/A</li></ul>
GROOMING
All Staff Members must maintain a neat, clean and well-groomed appearance per Azul Hospitality standards. Refer to the property specific required grooming and uniform standards policy.
ATTENDANCE
Regular attendance in conformance with the standards, which may be established by Azul Hospitality, from time to time, is essential to the successful performance of this position. Staff with irregular attendance / tardiness will be subject to disciplinary action, up to and including termination of employment. Upon employment, all staff is required to fully comply with Azul Hospitality rules and regulations for the safe and effective operation of the hotels facilities. Staff members who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment. Due to the cyclical nature of the hospitality industry, staff members may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required. This job description is not an exclusive or exhaustive list of all job functions that a staff member in this position may be asked to perform from time to time.</div>

Front Desk Supervisor ("Supervisor/a de Recepcion")

<div>Description:

Job Summary
The Assistant Chief Engineer is responsible for ensuring proper operations, maintenance, service and repair of all equipment, while supporting the Avion Hospitality goals of guest satisfaction, cost control and profitability. He/she is also responsible for overseeing and participating in the Preventative Maintenance program, ensuring that all rooms and public space meet Avion Hospitality standards. Management-level associates are expected to work as much of each workday as is necessary to complete their job responsibilities; for OEM associates, overtime does apply and is calculated accordingly.
Exempt managers must customarily and regular direct the work of at least 3 full-time associates or their equivalents. Primary duties must consist of administrative, executive, or professional tasks more than 50 percent of the time and job duties must also involve the use of discretion and independent judgement more than 50 percent of the time.
Education &amp; Experience<ul><li>
 High School diploma or equivalent required.</li><li>
 At least 5 years of progressive experience in a hotel or a related field; or a 2-year college degree and 3 or more years of related experience; or a 4-year college degree and at least 2 years of related experience.</li><li>
 Supervisory experience required.</li><li>
 Current Certification as required by Federal, State or Local governing agents pertaining to trade requirements (i.e. HVAC, pool operation, electrical), property specific.</li><li>
 Current certification and licensing to operate and repair the hotels boilers and chillers as required by state, city, and local legislation.</li><li>
 Must have a valid driver's license for the applicable state.</li><li>
 Must be able to convey information and ideas clearly.</li><li>
 Must be able to evaluate and select among alternative courses of action quickly and accurately.</li><li>
 Must work well in stressful, high pressure situations.</li><li>
 Must maintain composure and objectivity under pressure.</li><li>
 Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.</li><li>
 Must have the ability to assimilate complex information, data, etc. from disparate sources and consider, adjust or modify to meet the constraints of the particular need.</li><li>
 Must be effective at listening to, understanding, clarifying and resolving the concerns and issues raised by coworkers and guests.</li><li>
 Must be able to work with and understand financial information and data, and basic arithmetic functions.</li></ul>
Requirements:

Job Duties &amp; Functions<ul><li>
 Approach all encounters with guests and employees in an attentive, friendly, courteous and service oriented manner.</li><li>
 Maintain regular attendance in compliance with Avion Hospitality standards, as required by scheduling which will vary according to the needs of the hotel.</li><li>
 Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and name tag when working (per brand standards).</li><li>
 Comply at all times with Avion Hospitality standards and regulations to encourage safe and efficient hotel operations.</li><li>
 Comply with certification requirements as applicable for position to include: Food Handlers, Alcohol Awareness, CPR and First Aid</li><li>
 Train and supervise the hourly Engineering staff and coordinate all scheduling.</li><li>
 Review Engineering staff's worked hours for payroll compilation and submit to accounting on a timely basis.</li><li>
 Focus the Engineering Department on their role in contributing to the guest service scores.</li><li>
 Motivate, coach, counsel and discipline all Engineering personnel according to Avion Hospitality standards.</li><li>
 Conduct all 90 day and annual employee performance appraisals according to Avion Hospitality standards.</li><li>
 Prepare and conduct all Engineering interviews and follow hiring procedures according to Avion Hospitality standards.</li><li>
 Attend weekly staff meetings and provide training on a rotational basis using the steps to effective training according to Avion Hospitality standards.</li><li>
 Respond to employee emergency situations using information contained in M.S.D. sheets. Keep M.S.D. sheets current and easily available (with Housekeeping Manager).</li><li>
 Establish ongoing training for all departments especially Housekeeping, Front Desk and Kitchen to maintain basic upkeep of their departments and equipment.</li><li>
 Adhere to budgeted or re-forecasted expense allotments, using proper procedures for all purchases and keep all necessary items (light bulbs, name tags, etc.) stocked.</li><li>
 Coordinate all inspections of the fire safety systems, including extinguishers, smoke alarms, etc., to maintain proper safety standards.</li><li>
 Manage energy expenses and continually work towards energy conservation.</li><li>
 Participate in required M.O.D. coverage as scheduled.</li><li>
 Ensure that the Preventative Maintenance program is implemented and administered according to Avion Hospitality standards.</li><li>
 Evaluate and spot check the work of all staff and contractors or outside laborers.</li><li>
 Handle guestroom maintenance requests in a timely manner.</li><li>
 Maintain files of and be familiar with all operational manuals and warranty agreements for equipment.</li><li>
 Immediately follow up on any alarms to determine the exact location and cause; determine emergency status and report to Guest Services and/or the General Manager with findings.</li><li>
 Ensure that employees are at all times attentive, friendly, courteous and helpful to guests, all other employees and managers.</li><li>
 Act as emergency contact person.</li><li>
 Attend monthly all-employee meetings and any other functions required by management.</li><li>
 Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.</li><li>
 Ensure that pool and spa are in compliance with area health codes.</li><li>
 Use proper two-way radio etiquette at all times when communicating with other employees; Ensure the proper use of radio etiquette within department.</li><li>
 Chair Safety Committee, as well as help coordinate fire drills and the training of all employees on safety procedures.</li><li>
 Establish and maintain key control system.</li><li>
 Be familiar with the organization of Avion Hospitality Hotels and know the function of each department.</li><li>
 Conduct daily property tour of the hotel and exterior perimeter for debris and trash removal; Check the lighting and irrigation periodically.</li><li>
 Handle items for &ldquo;Lost and Found&rdquo; according to the standard.</li><li>
 Perform any other duties as requested by the General Manager.</li></ul>
Working Conditions/Environment
The following outlines the work environment employees will encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.
Frequency Grid 112019
N = Not Anticipated 0% O = Occasionally 1-33% (per shift) F = Frequently 34-66% (per shift) C = Constantly 67-100% (per shift)
Work Environment
Associate is subject to inside environmental conditions: Protection from weather conditions but not necessarily from temperature changes.- F
Associate is subject to outside environmental conditions: No effective protection from weather.- O
Associate is subject to extreme heat or cold (temperatures below 32 degrees or above 100 degrees) for periods of more than one hour.- N
Associate is subject to noise: There is sufficient noise to cause the employee to shout in order to be heard above ambient noise level.- F
Associate is subject to vibration: Exposure to oscillating movements of the extremities or whole body.- O
Associate is subject to hazards: Includes a variety of physical conditions, such as proximity to moving mechanical parts, moving vehicles, electrical current, working on scaffolding and high places, exposure to high heat or exposure to chemicals.- O
Associate is subject to atmospheric conditions: One or more of the following conditions that affect the respiratory system or the skin: Fumes, odors, dusts, mists, gasses, or poor ventilation.- O
Associate is subject to oils: There is air and/or skin exposure to oils and other cutting fluids.- F
Associate is required to function in narrow aisles or passageways.- O
Associate is exposed to infectious diseases. O
None: Associate is not substantially exposed to adverse environmental conditions (as typical office or administrative work).- O
Physical Requirements
Climbing: Ascending or descending ladders, stairs, scaffolding, ramps, poles, and the like, using feet and legs and/or hands and arms.- O
Balancing: Maintaining body equilibrium to prevent falling when walking, standing or crouching on narrow, slippery or erratically moving surfaces.- O
Stooping: Bending body downward and forward by bending spine at waist. Requires full use of the lower extremities and back muscles.- O
Kneeling: Bending legs at knee to come to rest on one or both knees.- O
Crouching: Bending the body downward and forward by bending leg(s) and spine.- O
Crawling: Moving about on hands and knees or hands and feet.- O
Reaching: Extending hand(s) and arm(s) in any direction, particularly for sustained periods of time (typing/using a mouse).
Standing: Remaining upright on the feet, particularly for sustained periods of time.- C
Walking: Moving about on foot to accomplish tasks, particularly for long distances or moving from one work site to another.- C
Pushing: Using upper extremities to press against something with steady force in order to thrust forward, downward or outward.- F
Pulling: Using upper extremities to exert force in order to draw, drag, haul or tug objects in a sustained motion.- F
Finger Dexterity/Grasping: Picking, pinching, typing or otherwise working, primarily with fingers rather than with whole hand or arm as in handling. Applying pressure to an object with the fingers and palm.- O
Feeling: Perceiving attributes of objects, such as size, shape, temperature or texture by touching with skin, particularly that of fingertips.-F
Talking: Expressing or exchanging ideas by means of the spoken word; those activities where detailed or important spoken instructions must be conveyed to other workers or guests accurately, loudly, or quickly.- F
Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction, and having the ability to receive information through oral communication.- F
Repetitive Motions: Making substantial movements (motions) of the wrists, hands, and/or fingers.- O
Vision: Employee is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; determine accuracy, neatness, and thoroughness of the work assigned; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation of machines (including inspection); using measurements devices; and/or assembly or fabrication of parts at distances close to the eyes.- F
Lifting
Lifting: Raising objects from a lower to a higher position or moving objects horizontally from position to positions.- O- 50+ lbs.
Background Check
This job requires a valid drivers' license and motor vehicle background check.- Yes
This job requires a criminal background check.- Yes
This job requires a drug screen to be completed.- No
General
This job description is not intended to be all-inclusive, additional details will be specified by the supervisor. The associate will also perform other reasonable business duties as signed by the supervisor.
Management reserves the right to change this job description, job responsibilities, duties, and working hours as needs prevail.
If requested in accordance with applicable law, the Company provides reasonable accommodation to known physical or mental limitations of an otherwise qualified associate with a disability to allow him/her to perform essential functions of the job unless the accommodation would impose an undue hardship on the Company.
Avion is an at-will employer. This job description is a guideline and does not constitute a written or implied employment contract.
I HAVE READ AND UNDERSTAND THE JOB DESCRIPTION AS STATED ABOVE AND ACCEPT THAT ANY OF THE TASKS MAY BE MODIFIED OR CHANGED. I ACCEPT RESPONSIBILITY FOR KNOWING THE MODIFICATIONS AND / OR CHANGES IN THIS JOB DESCRIPTION. I CAN PERFORM THE ESSENTIAL FUNCTIONS OF THIS JOB AS LISTED ABOVE, WITH OR WITHOUT REASONABLE ACCOMMODATION.</div>

Assistant Chief Engineer

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Embassy Suites by Hilton

About Company

Front Desk Supervisor ("Supervisor/a de Recepcion")

Assistant Chief Engineer