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Job Overview
Employment Type
Full-time
Work Schedule
Standard Hours
Benefits
Health Insurance
401K Matching
Travel Discounts
Operational incentive plan
Paid Time Off
Employee assistance program
Discounts at Crescent and Marriott properties
Job Description
Crescent Hotels & Resorts is a prominent hospitality company known for delivering exceptional guest experiences across its portfolio of upscale properties in North America. With a dedicated team of hospitality professionals, Crescent Hotels & Resorts places great emphasis on creating a supportive and inclusive work environment where associates are empowered to be their authentic selves and grow their careers. The company is committed to fostering a culture of care, recognition, and professional development through robust health and wellness programs, best-in-class learning opportunities, and attractive travel discounts for employees and their families. As a part of Crescent Hotels & Resorts, employees... Show More
Job Requirements
- Minimum of 3 years of experience in a similar role in full service upscale hotels
- Knowledge of hotel operations including Housekeeping, Front Office, Food and Beverage
- Strong leadership and interpersonal skills
- Ability to manage and motivate teams
- Excellent communication skills both verbal and written
- Proven ability to resolve guest service issues
- Proficient in budgeting and expense forecasting
- Willingness to work flexible hours
- Ability to remain calm under pressure
- Must comply with attendance policies
Job Qualifications
- Minimum of 3 years of experience in a similar role in full service upscale hotels
- Knowledge of all operations of the hotel to include but not limited to, Housekeeping, Front Office, Food and Beverage
- Experience with Marriott brand standards is highly desired
- Strong leadership and communication skills
- Ability to handle guest complaints effectively
- Proficient in budgeting and forecasting
- Exceptional problem-solving abilities
- Ability to work under pressure and in emergency situations
- Excellent organizational and time management skills
Job Duties
- Implement and manage hotel’s daily quality process including goal communication, associate improvement, compliance with Crescent standards of product and performance, service recovery and problem resolution
- Disseminate feedback from comment cards, guest satisfaction and service failure measurements and coach accordingly
- Provide guidance and leadership to the Rooms Division, ensuring consistent compliance with hotel policies, and quality guest service while maximizing departmental profits
- Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate
- Communicate both verbally and in writing to provide clear direction to staff
- Assign and instruct Department Managers in details of work
- Observe performance and encourage improvement
- Monitor hotel occupancy and make staffing adjustments accordingly
- Supervise and review cost and inventory controls
- Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results
- Prepare written correspondence to guests
- Remain calm and alert especially during emergency situations and heavy hotel activity
- Plan and implement detailed steps or problem resolution by using experienced judgment and discretion
- Supervise the budgeting, forecasting, training, motivating and staffing of the Rooms Department including Telephone, Housekeeping Services, Front Office, Concierge and Guest Services
- Prepare Forecast expenses and actual results for the Rooms Division revenue and expenses
- Review Security logs daily for significant incidents, and coordinate with department heads all enforcement of policy and/or improvements in service needed
- Work closely with the Area General Manager in establishing and monitoring policies and guidelines in the day to day operation of the hotel to ensure profitability and consistency
- Solve problems of detail that come up in the course of the work
- Plan, organize, chair, attend and/or participate in various hotel meetings such as Staff Meetings, Rooms Division Meetings, Executive Committee Meetings, Quality Teams Meetings
- Comply with attendance rules and be available to work on a regular basis
- Perform any other job related duties as assigned
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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