Hospitality Guest Experience & Operations Lead

LaQuinta Summersville WV; Summersville (WV); On-site; USD 26,000 - 38,000; Full time

Job summary

LaQuinta Summersville WV seeks a guest relations professional to ensure exceptional guest experiences and seamless coordination across departments. You will uphold professional standards, engage with guests and staff, and participate in community engagement.

The role emphasizes proactive guest concern resolution, team empowerment, and ongoing training in hospitality best practices across operations, admin, and sales functions.

Responsibilities

• Be readily available/approachable for all guests.
• Ensure departments achieve or exceed guest's service expectations.
• Take proactive approaches when dealing with guest concerns.
• Extend professionalism and courtesy to guests at all times.
• Become involved in community and/or government affairs.
• Be in proper business professional attire, including name tag, earpiece and radio.
• Attitude must be conducive to team growth, hospitality and a serving environment.
• Communicate all goals and results with associates.
• Promote teamwork and associate morale.
• Lead by example demonstrating self-confidence, energy and enthusiasm.
• Motivate and encourage staff to solve guest and associate related concerns.
• Communicate career opportunities to team leaders and associates.
• Recognize good team performance on a continuous basis through reward and recognition programs. Daily thanking staff for a job well done.
• Assist team leaders in meeting and exceeding goals.
• Promote empowerment by recognizing team members that make decisions.
• Develop cross-training opportunities throughout the hotel.
• Post positive reviews for staff to read.
• Look at Night Audit Report daily for discrepancies.
• Achieve budgeted revenue and profit goals, balancing cost with guest satisfaction.
• Comply with all corporate accounting procedures.
• Aggressively minimize accident, workmen's compensation, and unemployment claims and resulting costs.
• Develop and communicate selling strategies, using reports and other forecasting tools.
• Review these weekly with the Manager.
• Continually solicit new business for the hotel.
• Monitor group block and direct bill processes.
• Networking during breakfast and social hours to assist sales in uncovering new business leads.
• Ensure that all associates are communicating property to understand hotel selling strategies.
• Stay current on local market conditions and competitive set.
• Assist the hotel sales team with preparing the annual revenue budget and annual marketing plan.
• Maintain rapport with competitor hotels, lead sources, clients, and the local community.
• Review period end reports.
• Help develop annual sales and marketing budget.
• Perform hands-on duties as needed to deliver guest services.
• Provide a safe working environment.
• Responsible for accident prevention programs.
• Audit to ensure guest rooms, public spaces, grounds, work and kitchen areas meet sanitation and cleanliness standards.
• Coordinate preventive maintenance and general clean program so that guest satisfaction goals are attained.
• Assist/teach team supervisors scheduling against guest and hours per occupied room goals.
• Ensure cross-training of associates.
• Must be willing to participate in service/hospitality training and education.
• Must be willing to further education in PMS/Phone Sales/Sales/Team Management/Leadership Development/Housekeeping/Food Service/Maintenance and General Hospitality.
• Ensure property hiring practices comply with I-9, ADA and EEO requirements and strive for a culturally diverse work place.
• Interview and select potential new hires.
• Promote both Guarantee of Fair Treatment and Open Door policies.
• Use constructive coaching and counseling when addressing associates concerns.
• Maintain current licenses and permits as prescribed by local, state and federal agencies.
• Have working knowledge of all corporate brands manuals.
• Scheduling of management team includes coverage of weekend and evening hours.
• Pursue additional personal development.
• Carry out all reasonable requests of which you are capable of performing.
• With input from the team supervisors, conduct reviews in a timely fashion.
• Any other duties assigned by Supervisor

Job description

LaQuinta Summersville WV seeks a guest relations professional to ensure exceptional guest experiences and seamless coordination across departments. You will uphold professional standards, engage with guests and staff, and participate in community engagement.

The role emphasizes proactive guest concern resolution, team empowerment, and ongoing training in hospitality best practices across operations, admin, and sales functions.