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Assistant Director for Guest Services

Company: Illini Union Hotel
Location: Urbana
Posted on: November 22, 2021

Job Description:

Assistant Director for Guest Services
Illini Union Hotel
University of Illinois at Urbana-Champaign

Applications are now being accepted for the Assistant Director for Guest Services position for the Illini Union Hotel at the University of Illinois at Urbana-Champaign.

As the community center of the University, the Illini Union draws together all members of the University with approximately 16,000 visits of students, faculty, staff, alumni, and guests on a daily basis.

The University of Illinois is an Equal Opportunity, Affirmative Action employer that recruits and hires qualified candidates without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability or veteran status. For more information, visit .


The Assistant Director will report directly to the Senior Assoc. Director of Operations. The ADGS will direct the overall operations of the Illini Union Hotel to meet budget and service objectives; provides leadership to staff and manages guest services and financial profitability.

-Direct, coordinate, and administer the operations of the Illini Union Hotel. This includes overseeing the service delivery, revenue generation, budget control, and staff management.
-Responsible for formulating strategic direction, goal setting, defining and clarifying operational policies and procedures, developing budgets and monitoring fiscal performance.
-Establish and maintain effective and rational pricing strategies for guest rooms. Monitor all front office financial operations, including group billing, verifying rates/discounts, daily sales reconciliation, petty cash and room inventory controls.
-Research, Develop and Implement processes to maximize guest satisfaction scores. Communicate results from guest satisfaction surveys with leadership team. Identify needs and trends from the survey results.
-Respond to guest concerns. Work alongside leadership to maintain guest satisfaction scores that are within the range deemed acceptable.
-Manage expenses according to budgeted/forecasted guidelines to maximize hotel profitability.
-Review/release payroll and ensure effective labor management. Manage preparation of the hotel budget and ongoing forecasting efforts. Communicates financial forecasts via weekly reporting and review month end financial results via month end reporting.
-Manage and assure all staff members are properly trained, and that staffing levels are consistent with fiscal responsibilities and customer satisfaction. Create an environment that encourages staff development, staff promotion, recognizes employee accomplishments, and encourages diversity in the workplace.
-Continually analyze price positioning, seasonality and mix to identify revenue opportunity.
-Oversight of research for current hospitality trends, recommending updates and remodeling to include recommendations on purchases of furnishings and amenities.
-Establish customer service practices that reflect the needs and expectations of the academic environment and that can adapt to the changing needs of the campus.
-Ensures participation in approved electronic channels.
-Develop inventory management strategies and ongoing execution of inventory management controls in reservation system.
-Oversight of maintenance and configuration of the reservation system and ensuring high standards and accuracy of profiles and reservations, selling strategies are being followed and the system models accurate rates.
-Manage appropriate staff to provide continuous 7 day/week, 24 hour per day front office operation, night audit and housekeeping operations including hiring, training, evaluating performance, record maintenance and scheduling work.
-Ensures that there is total compliance with standards of operation in health, life-safety and employee behavior.
-Performs other duties as assigned to help further the mission of the unit.

Keywords: Illini Union Hotel, Champaign , Assistant Director for Guest Services, Executive , Urbana, Illinois

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