Hotel Operations Leader: Guest Experience & Profit

Fairfield Inn and Suites San Francisco San Carlos; San Carlos (CA); On-site; USD 75,000 - 80,000; Full time

Job summary

Fairfield Inn and Suites San Francisco San Carlos is seeking an experienced hotel leader to assist the General Manager in all departments, driving profit, meeting budget expectations, and upholding brand standards and guest service quality.

The role directly supervises Front Office, Housekeeping, and Engineering to ensure departments perform at a high level, optimize room revenue, and maintain safe, clean, and welcoming operations.

Responsibilities

• Hire, train, counsel and motivate strong departmental teams
• Develop departmental schedules to ensure staffing is adequate and within budget guidelines
• Assist in performing department forecasts
• Process accounts receivable and monitor the department budgets
• Check all daily reports and respond accordingly to findings
• Ensure guest special requests are fulfilled
• Ensure proper delivery of guest services as directed by the General Manager
• Monitor posting of guest charges to minimize lost revenue
• Monitor room availability to maximize room revenue
• Update systems availability from cancellations and arrival and departure changes
• Ensure that an effective cash control system is in place and that all credit card and check cashing policies are followed
• Oversee GSS scores for the entire hotel and prepare action plans with departmental leaders for improvement
• Focus on employee morale and attitude to develop a culture where customer service is the focus
• Ensure all departments are in compliance with required trainings
• Oversee the preventative maintenance program with the engineering team to ensure ongoing compliance
• Be present and oversee breakfast service on a regular basis
• Conduct frequent housekeeping, food and beverage, maintenance and front office inspections for cleanliness, sanitation, safety, and brand standard compliance
• Manage brand and OTA messaging platforms
• Educate department heads on emergency procedures and ensure all employees are trained
• Use the LEARN Model for guest recovery incidents
• Maintain friendly and welcoming demeanor with guests
• Establish effective departmental communication through Quore, meetings, and coaching
• Create employee engagement activities and reward recognition for outstanding efforts
• Develop and maintain hotel programs to assure Quality Assurance criteria are met
• Lead HR-related functions including coaching, counseling, discipline, training, employee relations, safety, workers compensation and recruiting
• Participate in the MOD program with regular weekends required
• Carry out reasonable requests by management

Job description

Fairfield Inn and Suites San Francisco San Carlos is seeking an experienced hotel leader to assist the General Manager in all departments, driving profit, meeting budget expectations, and upholding brand standards and guest service quality.

The role directly supervises Front Office, Housekeeping, and Engineering to ensure departments perform at a high level, optimize room revenue, and maintain safe, clean, and welcoming operations.