Key Responsibilities

1. Guest Service
• Welcome guests upon arrival, ensuring a warm and friendly reception.
• Perform check-in and check-out procedures accurately, efficiently, and in accordance with hotel policies.
• Assist guests with reservations, room assignments, and any special requests to ensure a pleasant stay.
• Provide guests with information about hotel amenities, services, and local attractions, offering recommendations as needed.
• Address and resolve guest concerns or complaints promptly, escalating issues to the Front Desk Manager when necessary.
2. Front Desk Operations
• Process guest payments, including cash, credit cards, and room charges, ensuring all transactions are handled securely and accurately.
• Answer and direct incoming calls, taking reservations and handling guest inquiries with professionalism.
• Manage room keys, ensuring they are issued, tracked, and returned securely.
• Coordinate with housekeeping and maintenance departments to ensure rooms are clean, ready for occupancy, and that any guest requests are fulfilled.
3. Administrative Tasks
• Maintain accurate records of guest information, reservations, and billing details in the property management system (PMS).
• Balance and reconcile daily transactions, ensuring accuracy in cash handling and credit card processing.
• Prepare and distribute guest folios at check-out, ensuring all charges are accurate and accounted for.
• Assist in maintaining the cleanliness and organization of the front desk area, including stocking supplies and managing inventory.
4. Collaboration and Communication
• Work closely with other departments, such as housekeeping and food and beverage, to ensure seamless service and guest satisfaction.
• Communicate effectively with the Front Desk Manager and other team members regarding guest needs, special requests, and any operational issues.
• Participate in team meetings and training sessions to stay updated on hotel policies, procedures, and promotions.
• Support the front desk team during busy periods or when additional help is needed.
5. Security and Safety
• Follow all security procedures, including verifying guest identities and maintaining key control.
• Report any suspicious activities, safety hazards, or maintenance issues to hotel management immediately.
• Ensure that guest privacy and confidentiality are maintained at all times.

Other duties as assigned to meet the needs of the property.

Qualifications:

• High school diploma or equivalent.
• Previous experience in a front desk, customer service, or hospitality role is preferred.
• Strong communication and interpersonal skills, with a focus on guest service.
• Proficiency in front desk software systems, including property management systems (PMS).
• Ability to work independently and handle multiple tasks efficiently in a fast-paced environment.
• Strong problem-solving skills and attention to detail.
• Physical ability to stand for extended periods and handle guest luggage if necessary.

Working Conditions:

• Flexible working hours, including weekends and holidays.
• May require working in shifts, including evenings and overnight.
• Physical stamina is required for long periods of standing and interacting with guests.

Benefits:

• Competitive salary.
• Employee discounts on hotel stays.
• Opportunities for career advancement within the hotel.

The statements in this job description are intended to represent key duties and the level of work being performed. They are not intended to be ALL responsibilities of the job. 

Crossroads Hospitality, LLC and its affiliates are Equal Opportunity/Affirmative Action Employers, and encourage women, minorities, individuals with disabilities, and protected veterans to apply.

Key Responsibilities

1. Operational Leadership
• Ensure the property consistently meets or exceeds all brand standards, audit requirements, and quality assurance expectations.
• Oversee the daily operations of the hotel, ensuring that all departments, including front office, housekeeping, food & beverage, and maintenance, meet or exceed established standards.
• Develop and implement operational policies and procedures to ensure consistency and efficiency across all hotel functions.
• Monitor daily operations to ensure guest satisfaction, operational efficiency, and adherence to hotel policies and standards.
• Conduct regular operational inspections and brand readiness reviews to ensure compliance with franchise standards, cleanliness expectations, service delivery, and operational procedures.
• Resolve any operational issues or challenges, working closely with department heads to ensure smooth operations.
• Collaborate with department leaders to implement corrective action plans related to brand inspections, guest satisfaction scores, and operational deficiencies.
2. Financial Management
• Develop and manage the hotel’s budget, ensuring financial goals are met and profitability is maximized.
• Monitor financial performance, including revenue, expenses, and profitability, and implement strategies to improve financial results.
• Review financial reports, including daily revenue reports, monthly profit and loss statements, and budget variances, to track performance and identify areas for improvement.
• Work with the sales and marketing team to develop and execute strategies for increasing occupancy, average daily rate (ADR), and overall revenue.
3. Staff Management and Development
• Lead, supervise, train, and mentor the hotel management team and staff, ensuring employees have the skills, resources, and support needed to perform effectively.
• Oversee recruitment, interviewing, hiring, onboarding, scheduling, and staffing levels to ensure operational coverage and labor efficiency across all departments.
• Develop and manage employee work schedules in alignment with occupancy levels, business demands, labor budgets, and operational needs.

o   Ensure all required employee training assignments are completed in a timely manner, including brand standards training, safety training, harassment prevention, and other compliance-related programs.

o   Monitor and maintain training compliance records and follow up with employees and department leaders regarding overdue or incomplete training requirements.

o   Hold department leaders and staff accountable for maintaining brand consistency, service excellence, and adherence to franchise operational standards.

o   Establish and maintain accountability standards for employee performance, attendance, professionalism, guest service, and adherence to company policies and procedures.

o   Conduct regular performance evaluations and provide ongoing coaching, counseling, feedback, and development plans to support employee growth and operational excellence.

o   Administer corrective action and disciplinary procedures consistently and professionally, including documentation of performance concerns, policy violations, attendance issues, and behavioral matters in accordance with company policy and employment laws.

o   Foster a positive, inclusive, and respectful work environment that encourages teamwork, collaboration, engagement, and continuous improvement.

o   Promote employee retention and morale through effective communication, recognition, and leadership presence throughout the property.

4. Guest Experience Management
• Ensure that all guest interactions are handled with the highest level of professionalism and courtesy, with a focus on delivering exceptional guest experience.
• Ensure guest experience delivery aligns with IHG, Hilton, and Marriott brand standards and service culture expectations, with a focus on guest satisfaction, loyalty program engagement, and service recovery excellence.
• Monitor guest feedback through surveys, reviews, and direct interactions, using insights to improve service quality and guest satisfaction.
• Address and resolve guest complaints and issues promptly, ensuring a positive outcome and maintaining the hotel’s reputation.
• Ensure that all guest rooms, public areas, and amenities are clean, well-maintained, and meet guest expectations.
5. Strategic Planning and Development
• Work with ownership and senior management to develop and execute the hotel’s strategic plan, aligning with overall business goals and market opportunities.
• Identify new business opportunities, including partnerships, special events, and other revenue-generating initiatives, to drive growth.
• Stay informed about industry trends, competitive landscape, and market conditions, adjusting strategies as needed to maintain the hotel’s competitive edge.
• Oversee capital improvement projects and property upgrades, ensuring they are completed on time, within budget, and to the required standards.
6. Compliance and Risk Management
• Maintain compliance with all franchise agreements, brand operational standards, quality assurance audits, and required reporting for properties.
• Prepare for and successfully manage brand inspections, quality audits, and property evaluations, ensuring timely resolution of identified deficiencies.
• Ensure departmental procedures, documentation, signage, and operational practices remain aligned with current franchise standards and updates.
• Ensure compliance with all company policies, employee handbook standards, wage and hour regulations, and applicable employment laws.
• Maintain accurate and confidential employee records related to scheduling, attendance, training completion, disciplinary actions, and performance evaluations.
• Conduct regular inspections of the property, identifying and addressing potential risks, maintenance issues, and safety concerns.
• Partner with Human Resources and ownership to address employee relations concerns, workplace investigations, policy interpretation, and compliance matters.

Other duties as assigned to meet the needs of the property.

Qualifications:

• Bachelor’s degree in hospitality management, business administration, or a related field; equivalent experience may be considered.
• Proven experience in hotel management or a similar leadership role, with a strong background in operations, financial management, and guest services.
• Exceptional leadership and team management skills, with the ability to motivate and inspire a diverse team.
• Strong financial acumen and experience in budgeting, forecasting, and financial analysis.
• Excellent communication and interpersonal skills, with a focus on delivering exceptional guest service.
• Strategic thinking and problem-solving abilities, with the ability to manage multiple priorities in a fast-paced environment.
• Proficiency in hotel management software, financial reporting systems, and Microsoft Office Suite.

Working Conditions:

• Flexible working hours, including weekends, holidays, and on-call availability for emergencies.
• May require long periods of standing, walking, and interaction with guests and staff.
• Ability to work under pressure and handle challenging situations with professionalism and poise.

Benefits:

• Competitive salary and performance-based bonuses.
• Paid Time off & Holiday Pay
• Reimbursement for health coverage.
• Bonus program available.
• Employee discounts on hotel stays and services.
• Opportunities for career advancement and professional development.

The statements in this job description are intended to represent key duties and the level of work being performed. They are not intended to be ALL responsibilities of the job.

Crossroads Hospitality, LLC and its affiliates are Equal Opportunity/Affirmative Action Employers, and encourage women, minorities, individuals with disabilities, and protected veterans to apply.

The Housekeeping Room Attendant is responsible for maintaining the cleanliness, orderliness, and appearance of guest rooms and public areas within the hotel. The Room Attendant ensures that all rooms are clean, stocked with necessary supplies, and ready for guests upon arrival.

Key Responsibilities

1. Cleaning and Maintenance

o   Clean and service assigned guest rooms in a timely and thorough manner, following hotel standards and guidelines.

o   Make beds, change linens, vacuum/sweep/mop floors, dust, and polish furniture.

o   Clean and sanitize bathrooms, replenish towels, and other bathroom supplies.

o   Empty trash bins and ensure rooms are free of any debris.

o   Inspect rooms for maintenance issues and report any necessary repairs

2. Stocking and Supplies:

o   Replenish guest room amenities such as soap, shampoo, lotion, towels, and other necessary items.

o   Ensure that housekeeping carts are fully stocked and organized at the start and end of each shift.

o   Monitor and control the use of cleaning supplies to prevent waste.

3. Guest Interaction:

o   Respond to guest requests for additional amenities or services in a courteous and prompt manner.

o   Report any lost and found items to the housekeeping supervisor immediately.

o   Maintain a friendly and professional demeanor when interacting with guests.

4. Safety and Security:

o   Follow all safety procedures and guidelines, including proper handling of cleaning chemicals.

o   Ensure that guest room doors are securely locked after cleaning.

o   Report any suspicious activity or security concerns to hotel management.

5. General Duties:

o   Assist with cleaning of public areas as needed.

o   Work closely with other team members to ensure smooth and efficient operations.

o   Adhere to the hotel's standards for cleanliness, guest service, and operational efficiency.

Other duties as assigned to meet the needs of the property.

Qualifications:

·       High school diploma or equivalent.

·       Previous housekeeping experience in a hotel or similar environment is preferred.

·       Ability to work independently and efficiently in a fast-paced environment.

·       Strong attention to detail and a commitment to high standards of cleanliness.

·       Good communication skills and a customer service-oriented attitude.

·       Ability to lift and move heavy objects (up to 50 lbs) and stand for extended periods.

Working Conditions:

·       Flexible working hours, including weekends and holidays.

·       Physical stamina is required for lifting, bending, and long periods of standing.

Benefits:

·       Competitive salary and potential for tips.

·       Employee discounts on hotel stays.

·       Opportunities for career growth within the hotel.

The statements in this job description are intended to represent key duties and the level of work being performed. They are not intended to be ALL responsibilities of the job. 

Crossroads Hospitality, LLC and its affiliates are Equal Opportunity/Affirmative Action Employers, and encourage women, minorities, individuals with disabilities, and protected veterans to apply.

Key Responsibilities

1. Laundry Operations

o   Sort, wash, dry, fold, and press linens, towels, and guest laundry according to hotel standards.

o   Operate washers, dryers, ironing machines, and other laundry equipment safely and efficiently.

o   Monitor the washing process to ensure proper cleaning, including the correct use of detergents and chemicals.

o   Handle stained or damaged items according to established procedures, ensuring they are treated or reported as necessary.

2. Quality Control

o   Inspect all linens and towels for cleanliness and quality before folding and storing.

o   Ensure that all laundered items are free of stains, tears, or damage before returning them to service.

o   Maintain high standards of cleanliness and organization in the laundry area at all times.

o   Ensure laundry is folded neatly and stored in designated areas or delivered to appropriate departments.

3. Inventory and Supply Management

o   Monitor laundry supplies, such as detergent, bleach, fabric softener, and other cleaning products, and notify the supervisor when inventory is low.

o   Ensure proper storage and handling of all chemicals and laundry supplies in compliance with safety guidelines.

o   Track and report any discrepancies in linen and towel inventory to the Housekeeping Supervisor.

4. Guest Service

o   Handle guest laundry requests with care, ensuring timely and accurate processing of laundry items.

o   Provide professional and courteous service when interacting with guests, addressing their laundry needs and inquiries.

o   Ensure that guest laundry is returned promptly, neatly folded or pressed, and in excellent condition.

5. Maintenance and Safety

o   Regularly clean and maintain laundry equipment, ensuring it is in good working order and reporting any malfunctions to maintenance.

o   Follow all safety procedures, including proper handling of cleaning chemicals and safe operation of laundry equipment.

o   Maintain a clean and safe work environment by regularly cleaning the laundry area and disposing of waste properly.

o   Adhere to hotel policies regarding the handling and storage of linens, towels, and guest laundry.

Other duties as assigned to meet the needs of the property.

Qualifications:

• High school diploma or equivalent.
• Previous experience in a laundry or housekeeping role is preferred but not required.
• Ability to operate laundry equipment and perform basic maintenance tasks.
• Strong attention to detail and commitment to high standards of cleanliness and quality.
• Good organizational skills and the ability to manage multiple tasks efficiently.
• Ability to work independently and as part of a team in a fast-paced environment.
• Physical ability to lift, push, pull, and carry heavy loads (up to 50 lbs) and stand for extended periods.

Working Conditions:

• Flexible working hours, including weekends and holidays.
• Physical stamina required for lifting, bending, and standing for long periods.
• Ability to work in a warm, humid environment typical of a laundry room.

Benefits:

• Competitive salary.
• Employee discounts on hotel stays.
• Opportunities for career growth within the hotel.

The statements in this job description are intended to represent key duties and the level of work being performed. They are not intended to be ALL responsibilities of the job. 

Crossroads Hospitality, LLC and its affiliates are Equal Opportunity/Affirmative Action Employers, and encourage women, minorities, individuals with disabilities, and protected veterans to apply.

The Breakfast Attendant is responsible for preparing, setting up, and maintaining the breakfast area to ensure guests have a pleasant and satisfying start to their day. This role involves interacting with guests, keeping the breakfast area clean and well-stocked, and ensuring all food items meet the hotel’s quality standards.

Key Responsibilities

1.Breakfast Setup and Maintenance

o   Prepare and set up the breakfast area before service begins, ensuring all food items, beverages, and supplies are available.

o   Monitor the breakfast area throughout service, replenishing food and beverages as needed.

o   Ensure all food items are presented attractively and meet the hotel’s quality standards.

o   Clean and sanitize tables, chairs, and counters during and after service to maintain a neat and hygienic environment. 

2.Guest Interaction

o   Greet guests warmly as they enter the breakfast area, offering assistance with seating and any special requests.

o   Respond to guest inquiries and requests in a courteous and prompt manner, providing excellent customer service.

o   Assist guests with food selection, offering information on menu items and ingredients as needed. 

3.Food Safety and Quality Control

o   Follow all food safety and sanitation guidelines, including proper handling and storage of food items.

o   Monitor food temperatures and replenish hot and cold items to ensure they are served at the appropriate temperatures.

o   Report any food quality issues or supply shortages to the Food and Beverage Manager immediately. 

4.Inventory and Supplies

o   Keep track of breakfast inventory and inform the Manager of any items that need to be reordered.

o   Ensure that the breakfast area is stocked with all necessary supplies, including utensils, napkins, and condiments.

o   Assist with the ordering and restocking of food and beverage items as needed. 

5.General Duties

o   Assist with the setup and breakdown of the breakfast area, including moving furniture and equipment as required.

o   Work closely with other team members to ensure smooth and efficient operations.

o   Adhere to the hotel's standards for cleanliness, guest service, and operational efficiency.

Other duties as assigned to meet the needs of the property.

Qualifications:

·       High school diploma or equivalent.

·       Previous experience in food service or hospitality is preferred.

·       Strong attention to detail and commitment to food safety and sanitation standards.

·       Excellent communication and customer service skills.

·       Ability to work independently and efficiently in a fast-paced environment.

·       Physical ability to lift and move objects (up to 25 lbs.) and stand for extended periods. 

Working Conditions:

·       Early morning shifts required, including weekends and holidays.

·       Physical stamina required for lifting, bending, and standing for long periods. 

Benefits:

·       Competitive salary.

·       Employee discounts on hotel stays.

·       Opportunities for career growth within the hotel. 

The statements in this job description are intended to represent key duties and the level of work being performed. They are not intended to be ALL responsibilities of the job.

 Crossroads Hospitality, LLC and its affiliates are Equal Opportunity/Affirmative Action Employers, and encourages women, minorities, individuals with disabilities, and protected veterans to apply.