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.

Key Responsibilities

1.General Maintenance

o   Perform routine maintenance tasks, including minor plumbing, electrical, HVAC, and carpentry work.

o   Conduct regular inspections of the hotel’s facilities, identifying areas that require repairs or upgrades.

o   Troubleshoot and repair issues with hotel equipment, systems, and structures, such as lighting, air conditioning, and appliances.

o   Maintain the hotel’s exterior, including landscaping, parking areas, and outdoor amenities.

2. Preventive Maintenance

o   Execute preventive maintenance schedules to ensure that all systems operate efficiently and to prevent breakdowns.

o   Keep detailed records of maintenance activities, repairs, and any issues that arise.

o   Assist in the development and implementation of maintenance programs to enhance the longevity of the hotel’s assets.

3.Guest Interaction

o   Respond promptly to guest requests for maintenance services, ensuring that issues are resolved quickly and efficiently.

o   Maintain a professional and courteous demeanor when interacting with guests, addressing their concerns and ensuring their satisfaction.

4. Safety and Compliance

o   Follow all safety protocols and guidelines, ensuring a safe working environment for all staff and guests.

o   Ensure compliance with local, state, and federal regulations, including fire safety, electrical, and building codes.

o   Report any potential safety hazards or security concerns to management immediately.

5.Collaboration and Communication

o   Work closely with other departments, such as housekeeping and front desk, to ensure smooth operations and address maintenance needs.

o   Communicate effectively with the Maintenance Supervisor and management regarding ongoing issues, required supplies, and project updates.

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

Qualifications:

·       High school diploma or equivalent.

·       Proven experience in general maintenance or a related field, with a focus on hotel or hospitality environments preferred.

·       Strong technical skills in plumbing, electrical, HVAC, and carpentry.

·       Ability to read and interpret technical manuals, blueprints, and schematics.

·       Excellent problem-solving skills and attention to detail.

·       Ability to work independently and manage multiple tasks efficiently.

·       Physical ability to lift and move heavy objects (up to 50 lbs.) and work in various environmental conditions.

Working Conditions:

·       Flexible working hours, including weekends and holidays.

·       May be required to be on-call for emergency repairs.

·       Physical stamina required for lifting, bending, and working in confined spaces.

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.

The Executive Housekeeper / Manager is responsible for overseeing the housekeeping department, ensuring that all guest rooms, public areas, and back-of-house areas are maintained to the highest standards of cleanliness, appearance, and brand compliance. This role includes full responsibility for employee management, scheduling, training, compliance, accountability, and performance management of housekeeping staff.

The position requires active leadership in staffing, coaching, and disciplinary administration, as well as ensuring all team members consistently meet brand standards, quality assurance requirements, and guest experience expectations. This role also involves coordinating with other departments, maintaining inventory and budgets, and ensuring efficient operations and guest satisfaction. The position may require covering staffing shortages, including inspections and cleaning of guest rooms, public areas, and back-of-house areas as needed.

Key Responsibilities

1. Leadership, Employee Management, and Supervision

·        Lead, train, supervise, and manage the housekeeping team, ensuring adherence to performance standards, company policies, and brand expectations.

·        Establish clear expectations and hold team members accountable for productivity, quality, attendance, and conduct.

·        Administer progressive discipline, including coaching, verbal/written warnings, and terminations in accordance with company policy and brand guidelines.

·        Conduct regular performance evaluations and provide ongoing feedback aligned with brand service culture and brand behaviors.

·        Promote a guest-focused culture consistent with brand’s commitment to delivering exceptional guest experiences.

·        Partner with the General Manager on recruitment, interviewing, hiring, and onboarding in alignment with company and brand standards.

2. Scheduling and Staffing

·        Develop and manage employee schedules based on occupancy forecasts, labor guidelines, and brand productivity standards.

·        Monitor labor costs and productivity to ensure alignment with budget and brand expectations.

·        Ensure adequate staffing coverage for all shifts, weekends, holidays, and peak business periods.

·        Adjust staffing proactively to maintain service levels and brand compliance.

3. Training, Compliance, and Development

·        Develop, assign, and oversee training programs for all housekeeping staff in accordance with brand standards, Standard Operating Procedures (SOPs), and required training modules (as provided by brand).

·        Ensure all employees complete the required brand and company training and maintain compliance with operational, safety, and regulatory standards.

·        Conduct ongoing coaching, retraining, and skill development to maintain consistency with brand quality assurance audits and inspections.

·        Maintain accurate training records and ensure accountability for completion.

4. Quality Control and Brand Standards

·        Conduct routine inspections of guest rooms, public areas, and back-of-house spaces to ensure compliance with brand cleanliness standards, brand hallmarks, and QA inspection criteria.

·        Ensure all rooms meet brand presentation standards, including bedding, amenities, and cleanliness metrics.

·        Address and resolve housekeeping deficiencies and guest concerns promptly to protect guest satisfaction scores and brand reputation.

·        Monitor and improve departmental performance to meet or exceed brand guest satisfaction metrics (e.g., Medallia/Guest Love scores).

·        Collaborate with maintenance to ensure all facilities meet brand property condition standards.

5. Inventory and Budget Management

·        Manage inventory of cleaning supplies, linens, and guest amenities in accordance with brand specifications.

·        Ensure approved brand products and par levels are maintained.

·        Develop and manage departmental budgets while maintaining compliance with brand and ownership expectations.

·        Monitor usage, minimize waste, and control costs without compromising brand standards.

·        Work with approved vendors and suppliers aligned with brand procurement guidelines when applicable.

6. Collaboration and Communication

·        Partner with other departments to ensure seamless operations and delivery of the brand's guest experience.

·        Communicate regularly with the General Manager regarding departmental performance, staffing, compliance, and guest satisfaction.

·        Participate in management meetings and contribute to strategies that improve brand scores, audits, and overall hotel performance.

7. Health, Safety, and Regulatory Compliance

·        Ensure all housekeeping operations comply with brand safety standards, as well as local, state, and federal regulations.

·        Enforce proper use of chemicals, PPE, and equipment in alignment with brand and OSHA guidelines.

·        Conduct regular safety training and ensure team compliance.

·        Maintain readiness for brand quality audits, safety inspections, and brand evaluations.

·        Report and address safety hazards and incidents promptly.

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

Qualifications

• High school diploma or equivalent; hospitality management degree preferred.
• Proven experience in housekeeping management, preferably within a similar branded hotel environment.
• Strong leadership experience in employee management, coaching, and disciplinary processes.
• Experience with scheduling, labor management, and performance evaluations.
• Working knowledge of brand standards, QA processes, and guest satisfaction metrics preferred.
• Strong organizational, communication, and problem-solving skills.
• Proficiency in budgeting, inventory control, and operational planning.
• Ability to train, motivate, and hold team members accountable.
• Physical ability to clean and inspect rooms as needed.

Working Conditions

• Flexible schedule including weekends and holidays.
• Physical stamina required for inspections, cleaning, and active supervision.

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 encourages 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 is an Equal Opportunity/Affirmative Action Employer, and encourages women, minorities, individuals with disabilities, and protected veterans to apply.