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ABOUT US

Crystal Creek Hospitality is a collection of independently spirited and branded hotels focused on remarkable hospitality™. We see every day as an opportunity to enrich the lives of our employees, guests, and communities. Our vision, mission, values and commitments are at the core of every decision we make and every person we hire. No heroes, no egos–just a diverse group of individuals with solid relationships built on a foundation of trust that honors our employees, guests, and investors.

OUR VALUES

We Engage and We Listen

We Care and We Own

We Provide and We Ensure

We Appreciate and We have Fun

JOB OVERVIEW: Provide guidance and leadership to the Rooms Division, ensuring consistent compliance with policies, leadership of staff in housekeeping, front desk and food & beverage, manage financial responsibilities of the department and provide excellent guest experiences. Manage all staffing requirements, assist with Revenue Management strategies, control labor costs, maximize departmental profits, oversee staff activity and ensure everyone is acting in compliance with rules and policies.  Acts as General Manager in the General Manager’s absence, as requested.

ESSENTIAL JOB FUNCTIONS:

+ Ensures compliance with Crystal Creek Hospitality standards of product, quality, and operational performance.

+ Implement and manage the Hotel’s daily quality process including goal communication, associate improvement, compliance with Hotel and brand standards of product and performance, service recovery and problem resolution. Disseminate feedback from guest reviews, guest satisfaction and service failure measurements and coach accordingly.

+ Field guest feedback, conducting thorough research to develop the most effective solutions and negotiate results. Prepare written correspondence and verbal responses to guests. Listen and extend assistance in order to resolve problems.

+ Plan, organize, attend, participate and/or present effectively in various Hotel meetings such as: All Team Member Meetings, Operations Meetings, Front Desk Meetings, Safety Committee Meetings, Housekeeping meetings, etc.

+ Lead training initiatives for front desk team, including staff development, growth as well as system adoption/utilization.

+ Provides oversight and accountability for guest service recovery and problem resolution.

+ Reviews and evaluates feedback from guests both written and verbal, and the demonstrates the ability to proactively identify and respond to related opportunities and trends.

+ Thoroughly understand all duties of all staff and departmental functions.

+ Ensures the frequency and effectiveness of internal communication systems and practices.

+ Implements and manages daily quality processes including goal communication.

+ Plans, organizes, chairs, attends and/or participates in various meetings such departmental staff meetings, staff quality teams, staff celebrations and other staff events.

+ Maintains a felt presence at the Hotel and is visible and available at all hours.

+ Sets an example to all employees by demonstrating a commitment to company values and beliefs through work ethic, integrity, and respect.

+ Leads in a manner that fosters an environment of diversity, equity, inclusion, and belonging.

+ Provides visionary leadership and a perspective of optimism and action.

+ Is seen as a prominent leader in ensuring the excitement and effectiveness of hotel internal recognition programs.

+ Ensures employee development and succession planning.

+ Interviews, hires, trains, hotel employees and completes performance evaluations.

+ Maintains responsibility for hotel employee performance management including recommendations for discipline and/or termination when appropriate.

+ Communicates both verbally and in writing to provide clear direction to staff.

+ Ensures departmental labor standards are maintained.

+ Monitors all contracted work completed onsite.

+ Assists GM with financial processes including budgeting, forecasting, expense line-item management.

+ Responsible for enforcing hotel safety and security and related systems, processes and procedures.

+ Conduct daily walks of the property to identify issues before they arise.

+ Works closely with the General Manager in establishing and monitoring policies and guidelines in the day-to-day operation to ensure profitability and consistency.

+ Performs any other job-related duties as assigned.

Requirements

REQUIRED SKILLS AND ABILITIES:

+ Bachelor’s degree in hospitality management or equivalent field of study and/or progressive industry experience

+ Progressive leadership experience in hotel operations

+ Strong customer service aptitude and ability

+ Strong analytical and reasoning skills

+ Extensive knowledge of yield and revenue management

+ Understanding of budgetary and fiscal responsibility

+ Excellent verbal and written communication skills

+ Excellent organizational and time management skills

+ Excellent problem solving and conflict resolution skills

+ Be an active team player and ability to collaborate across teams

PHYSICAL DEMANDS & WORK ENVIRONMENT

The physical demands & work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand; use hands to finger, handle, or feel; reach with hands and arms; talk or hear; and taste or smell. The employee frequently is required to walk and climb or balance. The employee is occasionally required to sit and stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Benefits

Compensation based upon experience, Medical, dental and vision insurance, 401k with company match, Generous PTO program

+ Paid Time Off (Vacation, Sick & Public Holidays)

+ Health Care Plan (Medical, Dental & Vision)

+ Short Term & Long Term Disability

+ Wellness Resources

+ Life Insurance (Basic, Voluntary & AD&D)

+ Retirement Plan (401k, IRA)

+ Training & Development