Description

ABOUT US

Crystal Creek Hospitality(CCH) 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

As the Manager in Training, you are responsible for being an engaged and motivated learner and providing remarkable experiences for our guests. You must maintain high standards in all aspects of internal and external service and embrace the Crystal Creek Hospitality service culture. You will be responsible for engaging and learning from department heads in Guest Services, Front Desk, Housekeeping, Sales & Marketing, Accounting/HR, Food & Beverage, and Engineering. You must ensure you maximize the guest experience by achieving all service standards, maintaining consistent quality of service, exceeding expectations, and efficiently completing departmental objectives. The department objectives will be outlined to you as part of the MIT training program.

REPORTS TO

Hotel Manager and Department Managers

KEY RELATIONSHIPS

Internal:

Hotel Manager, Director of Engineering, Housekeeping Management, Sales & Marketing, Director of Rooms, Guest Service Mangers, Human Resources, Bell Valet, and Concierge External:

Hotel Guests, and Vendors

ESSENTIAL QUALIFICATIONS

• Must have minimum of two-years hotel experience and/or an associate or bachelor's degree in hospitality
• Must read, write and speak the English language effectively. Possess basic math skills.
• Strong background of guest service experience
• Must possess excellent interpersonal and communication skills written and verbal. Will be interfacing with guests and owners to provide efficient and effective results
• Understand daily hotel operations
• Flexible schedule during high business volumes including weekends, evenings, and holidays
• Ability to effectively manage internal and external guests, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information and resolve conflicts
• Working knowledge of equipment and procedures involved in a hotel room's operation
• Maintains a close working relationship with team members and department heads from all areas of hotel operations
• Ability to serve effectively with Senior Hotel Leadership in emergency situations

ESSENTIAL JOB FUNCTIONS 1.

Engages fully with the training process and uses all resources and tools available to ensure that all training requirements are met in a timely and thorough manner. 2. Accountable for maintaining standards as prescribed by the hotel regarding training, employee development and guest expectations. 3. Ensure all Brand and service standards are met and adhered to. 4. Protect guest sentiment by representing and promoting the hotel and dealing positively with the public. 5. Follow the LEARN model. 6. Work seamlessly and communicate clearly cross-departmentally. 7. Promptly answers the telephone and email inquiries from internal and external communication streams. 8. Aligned with the culture, values, goals and human resource programs of CCH. 9. Always maintain a professional appearance and attitude. 10. Greets guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information. 11. Assist in development and implementation of best practices, policies, and procedures. 12. Educated and familiar with local and area recreational, dining, and cultural activities and attractions. 13. Follow safety and emergency guidelines, policies and procedures. 14. Complete miscellaneous tasks as assigned. 15. Rotate between departments and achieve sign-off from each department head within the rotation. 16. Travel as necessary for any additional training or task force opportunities within the CCH Portfolio. 17. Actively participate in weekly mentorship sessions with company leadership. 18. Maintain an organized record of progress and track completion of program objectives. Ensure documentation is readily available for Department Leaders. 19. Collaborate effectively with peers in the MIT program within the CCH portfolio of hotels. 20. To fulfill a leadership role as it pertains to promoting and exemplifying Crystal Creek Hospitality's Values and abiding by the Supervisory Code of Conduct. Requirements

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 accommodation may be made to enable individuals with disabilities to perform each duty proficiency. Standing, bending, stooping and lifting weights up to and including 75 lbs. may be required The hospitality business functions seven (7) days a week, 24 hours a day, 365 days a year. In addition, the hospitality business and a hospitable service atmosphere must be projected at all times.

STANDARD SPECIFICATIONS

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their direct report. This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.