Lodging Dynamics Milpitas, California
Oct 23, 2020Full time
NEW Element by Westin. Join the Brand-New Element San Jose Milpitas, 194 RoomsLocation- 521 Alder Drive, Milpitas, CA 95035Start Your Journey with UsElement by Westin believes everyone deserves to be well - no matter who they are - where they come from, or how long they're away from home. That's why we offer seamless and intuitive wellness, built in from the start. Whether they're stopping by for a few days or settling in for a few weeks, time away from home shouldn't mean time away from life. Our travelers recognize and appreciate our approachable, multidimensional staff, and we are energized by helping them find their own space in Element. We help our guests live life away as they do at home, no matter how long they stay. If you're an active optimist who doesn't second guess connecting with like-minded guests and creating a balanced space for yourself and those around you, we invite you to explore career opportunities with Element.The OpportunityWe are currently looking for Hotel Operations Manager to join our team at Element San Jose MilpitasJob SummarySupports the successful execution of all operations in the hotel operations departments (may include Front Office, Business Center, Housekeeping, Breakfast, Kitchen and Engineering/Maintenance) and managing staff. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department. Ensures that standards and procedures are being followed. Leads specific team while assisting with meeting or exceeding property goals including optimal guest satisfaction.Candidate ProfileEducation and Experience 2- year or 4-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; minimum 1 years' experience in the guest services, front desk, housekeeping, or related professional area.Core Work ActivitiesInterview, hire, train, performance evaluations, resolve problems, provide open communication and enforce progressive discipline when required.Ensures orientations for new team members are thorough and completed in a timely fashion.Ensures all team members meet or exceed all hospitality requirements.Takes proactive approaches when dealing with employee concerns.Contact appropriate individual or department as necessary to resolve guest calls, requests or problems.Implement company programs and supervise the daily operations of the Front Desk, Breakfast, Bar, and Kitchen to comply with Element/LDHG SOPS and LSOPs, maximize revenues, and motivate associates to ensure an optimal level of quality service and hospitality are provided to the hotel customers.Uses suggestive selling techniques to sell room nights, increase occupancy and revenue.Train, direct the work of, resolve issues/problems of the Front Desk and Food and Beverage team members to ensure a quality operation.Build strong relationships with all direct reports in addition to Sales, Engineering and Housekeeping staff to assist when short staffed and during high volume periods.Cross check billing instructions versus actual folios.Supervise the operation of the front desk to ensure an optimal level of service and hospitality is provided to the guests including pre-arrival, planning to meet guest request and/or historical preference of guests.Ensures safety by following guest check in and security procedures and reporting suspicious activity to security and managers on duty.Work with staff to ensure that we enlist new enrollment to Marriott Bonvoy program and become a role model for proper recognition of Elite status based on loyalty level.Work as Manager on duty while supporting the operations.Supervises daily F shift operations, maintain brand standards, emphasis on service, presentation, cleanliness to maximize functionality and attractiveness.Monitor and order supplies and inventory for kitchen, bar and sundry shop.Contact appropriate individual or department (e.g. Sales, Housekeeping, Engineering) as necessary to resolve guest issue, request, or problem.Complete all brand service trainings in addition to Serve Safe Management Certification, Responsible Beverage Service Training.Maintain confidentiality of proprietary information, protect company assets.Welcome and acknowledge all guests according to company standards, anticipate and address guests' service needs, assist individuals with disabilities, thank guest with genuine appreciation.Speak with others using clear and professional language, answer telephones using appropriate etiquette.Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for peers and associates.Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions.Make decisions and act based on previous experience and good judgment, sometimes revising approach to accommodate unusual situation.Authorize rebate/ allowances to resolve problems only after other alternative solutions have been offered.Understands financial statements, sales and activity reports, and other performance data.Comply with attendance rules and be available to work on a regular basis.Must dress consistently with professional clothing and shoes.Perform any other job-related duties as assigned.