Camilo Contreras Heredia

Primary Purpose & Responsibilities
Management and ownership of day-to-day business duties and operations.

Management of day-to-day operations and staff performance
Manage and liaise with external contractors as required
Management of staff roster
Manage compliance
Process and assist with check-in and check-out of guests.
Complete room checks to ensure housekeeping has been completed to a high standard.
Be responsible for the health and safety of all guests and staff.
Meet sales and operational targets.
Answer customer and guest enquiries in an efficient and friendly manner via phone, email and in person.
Manage and resolve guests concerns in a timely and appropriate manner to ensure optimum guest satisfaction
Create, implement and monitor operational systems and procedures
Co-ordinate maintenance
Ensuring our processes are streamlined and efficient
Constantly consider risks, growth and opportunities.
Quality assurance and continuous improvement

i. adhere to Bedspoke policies and procedures.
ii. regularly identify and implement ways to improve client service and administration within this role.
iii. contribute to ongoing review, development and implementation of changes to improve the productivity and efficiency of client operations.
iv. attend team meetings to discuss and monitor workflows, deadlines and deliverables.

Responsibilities:

Guest Satisfaction:
Oversees the delivery of exceptional guest experiences.
Handles guest complaints and resolves issues promptly and professionally.
Builds strong relationships with guests to encourage repeat business.
Staff Management:
Recruits, hires, trains, and develops a high-performing team.
Creates and maintains a positive work environment.
Conducts performance reviews and provides feedback.
Ensures staff adherence to company policies and procedures.
Financial Performance:
Develops and implements strategies to maximize revenue and profitability.
Property Management:
Ensures the motel is clean, well-maintained, and in excellent condition.
Conducts regular property inspections.
Oversees maintenance and repair requests.
Coordinates with external vendors for repairs and services.
Sales and Marketing:
Implements effective sales and marketing strategies to increase occupancy.
Builds relationships with local businesses and tourism organizations.
Manages online booking platforms and social media presence.
Administrative Duties:
Handles reservations and guest inquiries.
Prepares daily, weekly, and monthly reports.

Relationship Building: Cultivating and nurturing strong relationships with key accounts.

Business Development: Identifying and pursuing new business opportunities within existing accounts.

Account Planning: Developing and executing strategic account plans to achieve revenue and growth targets.

Customer Satisfaction: Ensuring high levels of customer satisfaction and loyalty.

Sales and Revenue: Achieving sales quotas and maximizing revenue from key accounts.

Cross-functional Collaboration: Working closely with internal teams (sales, marketing, product, etc.) to deliver exceptional customer experiences.

Problem Solving: Resolving customer issues and challenges in a timely and effective manner.

Market Analysis: Staying informed about industry trends and competitor activities.

Answering incoming calls and emails from guests to book rooms, answer inquiries, and provide information about the hotel's amenities and services.

Utilizing reservation software to accurately input and modify guest information, room assignments, and payment details.

Understanding and applying hotel policies and procedures related to reservations, cancellations, and modifications.

Upselling hotel services and packages to maximize revenue.

Providing accurate and timely information to guests regarding room availability, rates, and promotions.

Handling guest complaints and resolving issues in a professional and timely manner.

Maintaining a high level of customer satisfaction and ensuring guest loyalty.

Collaborating with other departments within the hotel to ensure seamless guest experience.