JOB SUMMARY

This position is focused both on Front of House (Front Office, Concierge, Porters) and Housekeeping at Maison de la Luz. Serves as the property Manager on Duty and oversees all property operations, ensuring that the highest levels of hospitality and service are provided. Documents and works to resolve any guest concerns or property incidents. Manages the flow of questions and directs guests within the lobby. Handles the tracking of service issues. Ensures profitability and control costs meet the standard of quality and service to ensure total guest satisfaction.

Effectively manages housekeeping operations in reference to cleanliness of all guest rooms, offices, service areas, event space and public areas of the hotel to meet Maison De La Luz standards of quality. The Executive Housekeeper is also responsible for the daily operations of the Laundry and minibar operations as well as the training, development and communication with staff.

CORE FOCUS & ESSENTIAL RESPONSIBILITIES:

Supporting Property Operations and Guest Relations Needs
Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property. Communicates any variations to the established norms to the appropriate department in a timely manner. Sends a copy of the MOD report to all departments on a daily basis. Strives to improve service performance. Ensures compliance with all policies, standards and procedures. Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
Supporting Profitability Goals
Understands and complies with loss prevention policies and procedures. Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met. Reviews financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.
Managing the Guest Experience
Intervenes in any guest/associate situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and associate well being is preserved. Empowers associates to provide excellent customer service. Provides immediate assistance to guests as requested. Serves as a leader in displaying outstanding hospitality skills. Sets a positive example for guest relations. Responds to and handles guest problems and complaints. Verifies that associates understand customer service expectations and parameters. Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction. Participates in the development and implementation of corrective action plans to improve guest satisfaction. Records guest issues in the guest response tracking system.
Assisting Human Resources Activities
Observes service behaviors of associates and provides feedback to individuals. Conducts regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance. Celebrates successes and publicly recognizes the contributions of team members. Conducts disciplinary procedures and documentation according to Standard and Local Operating Procedures (SOPs and LSOPS). Understands and, if necessary, implements all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.

WE HAVE EXCELLENT BENEFITS:

• Health benefits available on date of hire for full time associates (no wait!!) Includes family or domestic partner
• 15 days of paid time off each year and 2 days of volunteer time off
• 9 paid holidays for full time associates (New Year, MLK Day, Mardi Gras, Memorial Day, Juneteenth, July 4, Labor Day, Thanksgiving, Christmas)
• 50% Discount on food at Josephine Estelle, Seaworthy, Bar Marilou, and Alto Pool Bar
• 401(k) after one year of service with matching up to 6%

REQUIRED EDUCATION and/or EXPERIENCE

• High school diploma or GED; 3 years experience in the guest services, front desk, housekeeping, or related professional area.

OR

• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years experience in the guest services, front desk, housekeeping, or related professional area.

LANGUAGE, MATHEMATICAL, and REASONING ABILITIES
Candidate must meet the following cognitive abilities:

• Ability to understand guests’ service needs & requests.
• Ability to acknowledge guests’ requests in a polite manner.
• Ability to clearly communicate in verbal and written English (additional foreign languages are encouraged and preferred).
• Ability to apply logical thinking and understanding to carry out written and oral instructions.
• Ability to address and solve problems involving guest and operational issues.

PHYSICAL DEMANDS / WORK ENVIRONMENT
The physical demands described here are representative of those that must be met by an employee to
successfully perform the essential functions of this job. The performance of this position may occasionally require exposure to the manufacturing areas where under certain areas require the use of personal protective equipment such as safety glasses with side shields and mandatory hearing protection. Primary environment: ambient room temperatures, lighting and traditional office equipment as found in a typical hotel environment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical aspects include but are not limited to the following:

• Move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance.
• Assist with moving, lifting, carrying, and placing of objects weighing in excess of 75 pounds. Stand, sit, or walk for an extended period of time or for an entire work shift.
• Move at a speed that is required to respond to work situations (e. g., run, walk, jog).
• Read and visually verify information in a variety of formats (e. g., small print).
• Grasp, turn, and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye coordination.
• Reach overhead and below the knees, including bending, twisting, pulling, and stooping. Move over sloping, uneven, or slippery surfaces and steps. Move up and down stairs and/or service ramps.
• Welcome and acknowledge all guests according to company standards.
• Speak with others using clear and professional language, and answer telephones using appropriate etiquette. Listen and respond appropriately to the concerns of other employees. Speak with others using clear and professional language. Maintain awareness of undesirable persons on property premises. Perform other reasonable job duties as requested by Supervisors.