Facilities Team Member - Hampton Inn Westgate

Company Profile

Our company is comprised of strategic business units including Pinnacle Development; Pinnacle Restaurants; and Pinnacle Hospitality. Pinnacle Hospitality's overarching mission is to be the most respected hospitality organization in the United States, as measured by the loyalty of our team members, our customers, our financial stakeholders and the communities in which we live and operate. Pinnacle Hospitality is solely owned by Mr. C.V. Shanbhag and was founded in 1999.

Pinnacle Hospitality is affiliated with Hilton Hotels, Marriott, Wyndham, InterContinental Hotels Group and Summit Pointe Event Center. As Pinnacle Hospitality ventures forward, our vision is to position ourselves as a leading Hospitality management company with the priority of providing individualized service to maximize the success of every property we manage.

Our Service Standards

• Greet All Guests
• Use the Guests Name
• Thank our Guests
• Take Pride in your Appearance
• Have Pride in your Surroundings
• Maintain a “Service Posture”
• Be Knowledgeable about the property
• Own the Situation
• Use Proper Phone Etiquette
• Anticipate Guests Needs
• Escort the Guest
• Always be RESPECTFUL to guests and team members

 Job Requirements

This is an excellent opportunity for highly motivated team members who want to join an innovative, creative and work for a growing company. The ideal candidate will have demonstrated the ability to drive customer service satisfaction, maximize room revenue and occupancy, exhibit good customer service skills and provide an environment where team members can achieve high customer service scores.  

Education  

•  Must have past experience in dealing directly with the public and acquired a general knowledge of basic customer service skills.  
•  Must have a working knowledge of oral English. 

Experience 

• Prior Guestroom Team member (Room Attendant/Laundry) experience in similar hotel/brand is preferred 
• Brand experience is recommended 
• Special consideration will be given to those who exhibit exemplary performance.

Technological Proficiency

• Basic computer knowledge will be preferred but not required
• Competency in email and electronic communication is preferred but not required

Skills Sets

• Communication Skills & Techniques
• Personal Productivity
  • Time management skills and techniques
  • Inter-personal effectiveness
    •  Personal effectiveness
    •  Personal control
    •  Communicate customer feedback in a timely and accurate manner

 Physical Requirements

• Must be able to work well in stressful, high-pressure situations including the ability to communicate guest complaints/situations to supervisor.
  • Must maintain composure and objectivity under pressure
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying, “owning” and solving problems as necessary.
• Approach all encounters with guests and associates in a friendly, service-oriented manner.
• Comply and encourage safe and efficient hotel operations.
• Maintain a friendly and warm demeanor at all times.
• Have knowledge and understanding of department policies and procedures required for the job position.
  • Maintain strong working relationships with other team members
• Long hours are sometimes required.  
• Medium work- exertion up to 30 pounds of force occasionally, and/or 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects 
• Ability to stand for long hours at a time.  
• The team member will be crossed trained in laundry and facilities functions and may be scheduled to perform these functions.
• Greets customers in a friendly manner at all times.
• Courteously answers guest inquiries or directs them to the correct department/team-member who can satisfactorily answer the inquiries.
• Maintains good customer relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses, in person and on the telephone.
• Performs jobs requirements in a timely manner and according to hotel/brand standards.
• Controls and maintains inventories of supplies and amenities assigned.
• Performs other duties as assigned, requested or deemed necessary by management.

Mental Requirements 

• Must be able to convey information and ideas clearly  
• Must be able to evaluate and select among alternative courses of action quickly and accurately 
• Must be effective at listening to, understanding and clarifying concerns and issues raised by associates and guests.  

Skills and Qualities

• Attention to detail. 
• Customer skills 
• Problem-solving skills 

Working Conditions 

• Will be required to work nights, weekends and holidays.
• Will be required to work in fast-paced environment.
• Long hours are sometimes required.  

Physical/Cognitive Activities

This description of physical and mental activities is not intended to describe essential job functions. Rather, its purpose is to give the job applicant a feel for the physical and mental activities of the job to the end that an applicant with a disability can determine whether he or she will be able to do this job either with or without accommodations.

A significant portion of time will be spent listening and speaking to guests and team members. Strong problem-solving skills will be used. This person will need to have strong speaking, reading and writing skills to ensure effective communication throughout the shift.

For effective communication and information exchange, this person also must utilize a computer. This is usually done while sitting down and typing.

Primary Objective of Position

To maintain the hotel’s facilities in excellent condition by performing all necessary janitorial services on the hotel's grounds, parking lot, public areas, guestrooms, hallways, stairways, etc

Understands and implements Pinnacle Hospitality’s Pledge, Values, and culture at all time

Major Areas of Responsibility

1. Meets and exceeds guest and team member expectations by providing service and teamwork

• Provides value added service to guests by doing whatever is reasonable and possible to meet or exceed guest expectations
• Communicates effectively with guests, co-workers, and supervisors
• Demonstrates teamwork by cooperating and assisting co-workers as needed
• Handles difficult situations effectively
• Meets hotel and Pinnacle Hospitality service standards
• Performs other duties as required to perform service standards and teamwork

      2. Maintains hotel grounds/curb appeal in accordance with hotel and Pinnacle Hospitality standards

• Provides lawn care to grass areas as necessary by removing debris, mowing, seeding and edging
• Maintains the foliage around the building by planting, watering, and pruning
• Uses ground keeping equipment in a safe, efficient manner
• Maintains and repairs lawn, snow and other outdoor equipment
• Maintains and adjusts irrigation sprinkler heads as needed

      3. Maintains the parking lot/ramp including all pavement, lighting, stairs, elevators landings

• Repair cracks in the pavement as needed
• Provide proper lighting to parking lot/ramp by replacing light bulbs as needed
• Provides proper signs signifying pedestrian walkways and right of way
• Keeps sidewalk steps and paths clear of snow and ice

      4. Maintains signs and street lighting outside the hotel in working order replacing light bulbs and broken glass as needed

• Assists with replacing of burned out lights inside of the pool

      5. Cleans and maintains pool and spa, handling all pool chemicals in a safe manner

• Cleans and maintains loading dock/receiving/team-member area

      6. Keeps all flags and banners in clean and repaired conditions

• Tracks par stock of flags and banners and notifies supervisor of the need to order

      7. Assists with cleaning engineering/storage areas during inclement weather or when called upon to do so

• Coordinates winterizing of irrigation systems

      8. Assists the guestroom team-members and performs following functions:

• Stocking room attendant carts with supplies
• Rotating linens in storerooms
• Maintaining shelf organization in the storerooms
• Replenishing storeroom supplies
• Removing trash and dirty linens from room attendants carts
• Cleaning furniture, elevators, glass, planters, etc. in public areas such as lobby, pool and public restrooms
• Sweeping and vacuuming floors, hallways and stairwells
• Reporting maintenance problems or completing work repair orders
• Spot cleaning walls, carpets, light fixtures, etc
• Delivering special request items such as cribs to guest rooms
• Picking up trash from parking lot and garden areas

      9. Demonstrates familiarity with hotel's life safety systems and takes corrective action on any maintenance or operating problems which affect the security or operating condition of the hotel

      10. Attends school and seminars to remain current on proper techniques

      11. Reports any hazards or injuries in the department and hotel

      12. Keeps immediate supervisor promptly and fully informed of all problems or unusual matters of significance

      13. Adheres to hotel policy and procedures

• Attends work on time as scheduled
• Follows hotel grooming and dress standards
• Minimizes safety hazards by following all safety rules and procedures and wears protective gears, clothing, and shoes
• Adheres to OSHA guidelines when handling hazardous liquids, chemicals, stains, etc

      14. Performs all duties responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this                        position

      15. Maintains a favorable working relationship with all other company team members to foster and promote a cooperative and harmonious working climate

      16. At all times projects a favorable image of the hotel and Pinnacle Hospitality to the public

      17. Include here Property/brand specific Assignments.