Manage and oversee Guest Service Department to include Housekeeping, Front Desk, and Activity Department.

Manage day to day operations for Housekeeping and Laundry.

• Respond to all guest requests, problems, complaints, and/or accidents presented through reservations, comment cards letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction. • Motivate, coach, counsel and discipline all Housekeeping personnel. • Conduct pre-shift meetings for room attendants, housemen, laundry personal • Ensure compliance to Standard of the Week training. • Assist in ensuring compliance with all corporate Risk Management standards.• Prepare and conduct Housekeeping interviews as required and follow hiring procedures. • Assist in preparing employees schedule according to business forecast, payroll budget guidelines and productivity.• Maintain Interstate Hotel and Resorts standards regarding purchase orders, vouchers of invoices and checkbook. • Assist in maintaining required par of all Housekeeping and Laundry supplies by ordering all needed supplies and amenities on a monthly basis• Responsible for the cleanliness of all public areas, guest rooms and back-of-house areas. • Monitor works orders and submit to Engineering according to hotel procedures.• Follow and maintain all Starwood Standards (Westin Brand)• Follow all LRA and ICQ guidelines, and insure all associates have a clear understand of the product and service.

• Motivate, coach, counsel and discipline all Laundry personnel• Keep daily production records, and maintain quality standards for all linen and terry.• Identify linen abuse and/or damage. Take proactive steps to rectify the source of any problems. • Assist in maintaining proper par levels for all linen and terry. • Ensure that all equipment is maintained in good working condition through daily shift checklist, as well as through engineering preventative maintenance programs. • Ensure that Laundry chemicals expense is within vendor guarantee as contracted. • Oversee daily linen requisitions. • Maintain required pars of all Laundry supplies by ordering all needed supplies and amenities on a monthly or quarterly basis. • Review Laundry staff’s worked hours for payroll compilation and submit to Accounting on a timely basis. • Prepare employee Schedule according to business forecast, payroll budget guidelines and productivity requirements. • Maintain employee uniform inventory. Store and issue uniform items for all departments • Properly store, secure and issue supplies as needed to meet business demands. • Participate in required M.O.D. program as scheduled.

• Respond to all guest requests, problems, complaints, and/or accidents presented through reservations, comment cards letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction. • Motivate, coach, counsel and discipline all Housekeeping personnel. • Conduct pre-shift meetings for room attendants and housemen. • Ensure compliance to Standard of the Week training. • Assist in ensuring compliance with all corporate Risk Management standards.• Prepare and conduct Housekeeping interviews as required and follow hiring procedures. • Assist in preparing employees schedule according to business forecast, payroll budget guidelines and productivity.• Maintain Buena Vista Palace Hotel & Spa SOP’s regarding purchase orders, vouchers of invoices and checkbook. • Assist in maintaining required par of all Housekeeping and Laundry supplies by ordering all needed supplies and amenities on a monthly basis• Responsible for the cleanliness of all public areas, guest rooms and back-of-house areas. • Monitor works orders and submit to Engineering according to hotel procedures.

• Coordinate check-in and check-out process with meeting planner such as pre-key and special check-ins/check-outs. • Arrange specific check-in/out process with front office managers.• Process any changes groups may have once they are in-house such as no-shows, cancels, late check-outs, and reservation changes.• First point of contact for meeting planners once in-house.

• Coordinates all activities with the Customer Service Manager.• Contact each retailer within assigned call list on a regular call cycle, insuring that each retailer is contacted .• Provide information about new and existing games and promotions, as directed by the Operation Manager.• Employee professional telephone sales techniques to persuade Lottery retailers to purchase the maximum number of packs appropriate for each retailer.• Access appropriate computer screens and input sales and sales related data as directed by Customer Service Manager.• Develop positive working relationships with Lottery retailers, resulting in motivated, pro-Lottery attitudes wherever possible.• Provide regular and consistent feedback from Lottery retailers to the Customer Service Manager, sharing retailer suggestions, ideas, and/or questions in a timely fashion.• Establish and maintain positive and productive working relationships with assigned SR’s resulting in the best possible combination for providing excellent customer service to Florida Lottery retailers.• Handle incoming calls from Lottery retailers, resolving problems or questions as they relate to validation terminal function, printer function or general Lottery rules and regulations, insuring that all calls receive complete attention and thorough follow-up.• Other duties assigned by Customer Service Manager.• Specifically in sorting and the distribution reports, Completion of reports on a timely manner