Overview:
Coordinates the daily operations of the Engineering department, ensuring that the services exceed the expectations of the Property, Owners and Guests.
Ensures compliance with all policies, procedures and regulations.
Responsibilities:
Responsibilities of Gold Key|PHR Supervisors:
Understand the needs of the shift, deploy resources and communicate the plan to the staff department so that products and services are delivered timely and to the department’s specifications.
Use the department’s Job Skill Handbooks to consistently coach and train Associates.
Use the approved tools and checklists to set daily expectations for each Associate and ensure completion of the assigned tasks.
Provide daily motivation and encouragement to motivate each Associate and create the environment and teamwork for excellent service.
Monitor daily time and attendance including clock in and out to ensure daily labor budget is met.
Make adjustments as needed to respond to call offs or changes in forecasted business volume.
Follow Service Recovery guidelines to ensure that guest concerns are resolved to complete satisfaction.
Understand and escalate guest concerns when necessary.
Champion Gold Key/PHR’s service culture, “The Keys to Making it Right” to proactively focus Associates on what matters most to lead in guest satisfaction for the brand, our market competitors and on social media.
Constant inspection of your assigned areas of responsibility to ensure alignment with standards, specifications and inventories, which include cleanliness, environment/sense of place and guest experience; deploy corrective action or resources when necessary.
Proactively manage safety and security procedures to prevent accidents, ensure healthy environments for both Associates and Guests.
Ensure individual compliance with all Gold Key|PHR, Brand and state or federal training requirements for your role to include new hire, certification and re-certification as needed.
Other duties as assigned
General Responsibilities:
Possess full knowledge and proper techniques in all skill categories as prescribed on the Engineering Skill Matrix.
Ensure that all guest requests received are completed in a timely and efficient manner.
Investigate complaints and
take corrective action.
Provides high quality customer service at all times.
Maintain Quality Assurance standards as defined by PHR and brand requirements.
Perform month end inventories in a timely and accurate manner to ensure department is adequately stocked.
Assist in the planning of long and short term business objectives.
Represents the company in handling complaints, arbitrating disputes or resolving grievances.
Complete daily facility walk to evaluate condition of the asset and assist in planning to resolve any deficiencies.
Assist in the management and execution of RFR projects, ensuring on time, on budget and quality according to SSI.
Provide consultation or expert advice to management in regards to maintenance issues.
Learn, understand and lead according the Engineering Operating Plan.
Leadership Duties:
1.
Manage Associates to ensure all areas of responsibility are properly covered and within budget.
2.
Act as the work load manager using the Work Order and Service Request system, record all incoming Engineering
work and special projects.
Assign work orders according to skill, availability and urgency as needed.
3.
Complete Associate safety training in compliance with PHR, Brand and OSHA regulations.
Report unsafe work
conditions, practices and safety or security violations.
4.
Ensure all Associates receive comprehensive on the job training as described by the applicable job skills checklist.
5.
Inspect completed work of Engineers to ensure quality and standards met.
Coach and train Associates when
deficiency is recognized.
Administration Duties:
1.
Create and manage schedule as assigned by Chief Engineer.
2.
Review internal reports to include; occupancy forecasts, night audit summary, MOD reports, labor, productivity
results from prior day, operating checkbook.
3.
Prepare reports as prescribed by Operating Plan and Chief Engineer related to engineering department efficiency,
productivity and quality.
4.
Assist in the creation and management of departmental annual operating budget
Qualifications:
Type Qualification
Education Certification in electrical, mechanical or refrigeration preferred
Skill Excellent English verbal and written communication skills.
Education High School Diploma required, College degree preferred.
Experience Prior experience as a property level Chief Engineer preferred.
Skill Ability to multi-task within specific time constraints.
Skill Ability to define problems, collect data, establish facts, and draw valid conclusions.
Skill Ability to interpret a variety of technical instructions and deal with several abstract and concrete variables.
Skill Able to apply concepts such as fractions, percentages, ratios and proportions to practical situations.
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