CONSTITUENTS:

• Guests

• Employees

• Hotel Management

• Hilton Managed Services

• The Local Community

• Vendors

INDICATORS OF SUCCESS:

• Achievement of customer satisfaction and loyalty goals

• Achievement of employee satisfaction and retention goals

• Achievement of hotelfinancial goals

AREAS OF RESPONSIBILITY:

Participates in the development of business strategies for security whichare aligned with the overall objectives of the hotel

• Develops and implements business strategies for department

• Monitors status regularly and adjusts strategies as appropriate

• Develops the annual budget in conjunction with the Controller and General Manager Develops and implements sound security andsafety practices for thehotel

• Recruits, selects andtrains employees in safety andsecurity practices

• Communicates safety and security practices to all hotelemployees

• Schedules Team Memberin accordance withforecasted occupancy andfunctions

• Develops and maintains a good working relationship with localfire, police and government agencies

• Ensures that Team Member patrols hotel on a regular basis and documents activities in accordance with security and safety standards

• Improves safety and security at the hotelby communicating hazardswith department headsand taking corrective actions

• Develops and coordinates a Safety Teamas required by Hilton Hotel

• Monitors and checks all life-safety equipment in conjunction with the engineering department Directs the investigation and resolution of customer and employee injuries, crimes and/or emergencies

• Ensures that investigations are handled in accordance withpolicies.

• Recommends corrective actions

• Develops and implements procedures for handling issues

• Develops and implements hotel specific emergency procedures including evacuation Develops and implements strategies and practices which support employee engagement

• Recruits and selectsqualified candidates

• Provides employees withthe orientation and training neededto understand expectations and perform job responsibilities

• Communicates performance expectations and provides employees with on-going feedback

• Provides employees with coaching and counselling as needed to achieve performance objectives and reachtheir fullest potential

• Providing employees withthe training andresources they needto maximize employee engagement and teamwork

• Communicates and reinforces the Hotel andDepartments vision

• Ensures that employees provide genuine hospitality and teamwork on an ongoingbasis

• Uses teamwork to support guestsand employees

• Seeks opportunities to improve the customer experience by seeking customer feedback and reviewing management reports and developing strategies to improve department and hotel services

• Provides employees with the tools, training and environment theyneed to deliverand teamwork

SUCCESS FACTORS:

• Focus On the Customer – Seek to understand the guest and internal customer and meet the needs of both the customer and the company.

• Apply Professional, Product, or Technical Expertise – Demonstrate the ability to apply technical, professional or productexpertise to everyday hotel situations.

• Communicate Effectively – Clarify and provide information so that co-workers, customers and suppliers understand and can take action.

• Build Strong Relationships – Foster trust and cooperation among co-workers, customers and suppliers; develop and sustain personal contact in order to provide mutual benefit.

• Attend to Detail– Ensure that work is accurate, thorough and to the highest standards.

• Improve Continuously – Constantly assessand adapt current practices to perform a task better, fasteror more efficiently.

• Take Responsibility – Demonstrate personal ownership of tasksand follow through to get the required results.

• Demonstrate Openness and Respect for Others – Valueand remain opento new ideas and perspectives.

• Develop Self and Others – Continually work to developown capabilities and the capabilities of others.

KEY SKILLS AND REQUIREMENTS:

• Payroll Control and Scheduling – Determine appropriate Team Member levels based on forecasted revenue and anticipated business and create Team Member schedules which optimize the balance between desired profitability, customer demands and employee desires

• Budget Management – Skill in developing and adhering to department budget

• Performance Management, Supervisory – Demonstrate ability to relate to, communicate with, and motivate employees to sustain highperformance and qualitylevels.

• Coaching – Developand guide othersin professional growthand performance enhancement through assuring clarity of goals, employing reflective listening skills,and facilitating the generation of options and actionplanning.