Lodging and Hospitality Manager Job at KemperSports (New London)

Job Description

The lodging and hospitality manager is a service-driven leader responsible for delivering exceptional guest, concierge and VIP experiences while overseeing day-to-day lodging operations for Tepetonka Club. This role champions a culture of hospitality excellence, ensuring every member and guest interaction reflects the highest standards of personalized service, comfort and attention to detail.

Job Responsibility

Develop and implement the annual operating budget for various departments including the Front Desk, Housekeeping, Building Maintenance, and Security
Lead the design and execution of exceptional, personalized guest experiences from pre-arrival through post stay follow up
Oversee concierge services, ensuring guests receive tailored recommendations, reservations, and curated experiences
Establish and maintain VIP recognition programs, ensuring consistent delivery of elevated service for all high value guests
Manage employment activities for applicable staff members including recruitment and selection, performance evaluations, training, compensation, payroll preparation, discipline and termination, etc. in compliance with Company human resources policies and procedures
Develop departmental operating procedures and productivity & quality standards for all departments, ensuring compliance with the appropriate sanitation/safety codes and guidelines
Plan departmental work and staffing schedules to achieve quality standards with minimum labor costs
Conduct staff meetings to ensure coordination of departmental activities as well as with other departments
Monitor, inspect and evaluate departmental operations and customer service quality vs. budgeted goals and service standards
Develop and initiate action plans to achieve appropriate adjustments
Implement and monitor the purchase ordering and receiving system to maintain proper inventories of supplies and ensure proper quantity and price on all purchases
Oversee building maintenance and equipment repair operations
Makes recommendations regarding necessary capital expenditures and special maintenance/repair improvements
Establish and implement a deep cleaning and preventative maintenance program for public areas, guest rooms, equipment repair areas, equipment storage areas, fixtures, equipment, etc.
Maintain accurate records for pertaining to department activities including, but not limited to, labor schedules, building maintenance, equipment repair, safety meetings and activities, etc.
Assure the efficient and timely submission of all required operational, financial, budgetary and related reports
Keep up to date with industry best practices through continuous attention to industry periodicals and participation in relevant trade associations and organizations
Perform other duties as appropriate
Takes care of special needs for groups and VIPs
provides concierge-type service as needed
ensures the resolution of guest problems quickly, efficiently, and courteously
Monitors master key control procedures
Ensures room status information is accurate and communicated to ensure maximum revenue
Reviews completed credit limit reports for affected guests
Checks cashiers in and out and verifies banks and deposits at the end of each work shift
Ensures that all check-cashing and credit policies are followed
Collects information required for daily and other revenue records
Ensures the proper routing of telephone, FAX, mail and other messages to guests
Establishes and enforces security procedures for protection of member, guest and staff property
recommends additional controls and/or procedural changes to other departments that provide increased protection
Exercises general supervision over parking lot operation by providing systematic patrols to assure protection of vehicles and property, controlling access to parking lots and by instituting traffic and parking procedures
Directs the training of all security personnel in first aid, fire protection, traffic control and emergency procedures and all other security procedures
Directs the investigation of alleged crimes committed on club premises
cooperates with area law enforcement agencies in investigations, exchange of reports and information and appearance in courts of law
Collaborates with employment/personnel department on employment reference checks, security clearances, and preparation of reports related to accidents, insurance and employee processing
Conducts confidential or special investigations as requested by the General Manager
Coordinates removal of unauthorized vehicles from club property by towing company

Requirements

College degree preferred
5 years applicable functional and/or management experience, preferably in the hospitality industry
Demonstrated experience and capability in the areas of budget development, fiscal management, strategic planning, staff management
Demonstrated quality written, verbal, and interpersonal communication skills
Ability to analyze and solve problems
efficiently handle multiple duties under pressure with minimal supervision
work flexible hours as required including nights/weekends
Positive attitude, professional manner and appearance in all situations

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Lodging and Hospitality Manager

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