Position Title: Hotel Improvement Manager
Reports To: Director of Engineering and Maintenance
Supervises: N/A
Summary of Position
The Hotel Improvement Manager is responsible for overseeing and implementing initiatives that enhance the guest experience and improve the overall functionality, aesthetics, and performance of the hotel property.
Key Responsibilities and Performance/Behaviors
- Can explain and demonstrate Hospitality Behaviors and Performance Standards.
- Understands where to get the information needed to complete tasks to standard.
- Can explain and demonstrate technical skills used to complete tasks to standard.
- Can explain or demonstrate the behavioral values or standards needed to complete tasks to standard.
- Understands how to take ownership of problems and solve them when solutions may not be available.
- Can explain how to request help from others when needed to complete task or goal.
- Has complete knowledge and can tell others of IMGR&C products and services.
- Provide guests with directions or other venue information. Act upon all comments/complaints in a prompt, professional and friendly manner.
- Performance meets expected end results and standards in Key Responsibilities and those listed on technical / operational SOP’s and task lists.
- Responds to obstacles; finds new ways to reach desired end results.
- In absence of guidance, acts and takes charge to respond to guest or internal customer needs.
- Responds to change by quickly applying talent and skills in a positive way to succeed.
- Supports achievement of Quality Goal; “Do it right the first time.”
- Acts to protect and preserve property of IMGR&C. All areas, equipment and furnishings are kept exceptionally neat, clean and in good repair.
- Makes suggestions to improve performance.
- Behavior meets IMGR&C standards (Mission, Values, Hospitality Behaviors, Customer Recovery Skills).
- Approaches all activities with enthusiasm and encourages enthusiasm from others.
- Chooses a positive approach in all situations.
- Respects individuality of others; continues to communicate in order to work together.
- Speaks positively about guests, other team members and our business in all situations on and off property.
- Treats other with respect in all situations.
- Serves others.
- Identifies and can communicate needs of guests and others.
- Takes quick action to serve others in a way that meets/exceeds their needs.
- Identifies ways to improve individual or team’s service to others.
- Provides service outside job responsibilities if needed to help resort succeed.
- Takes ownership of guest problem(s) until it is solved.
- Meets IMGR&C Appearance standards.
- Professionally supports IMGR&C reputation and image in all situations, on and off property.
- Meets IMG&C policy for attendance.
- Informs supervisor of future absence as far in advance as possible.
- Provides information others need to succeed, in time for them to use it.
- Ensures that all shifts are provided with the necessary information to facilitate their success.
- Listens to others without interruption; acts on their feedback when possible.
- Asks questions to better understand expectations of others.
- Reports all guest complaints and compliments to Supervisor or Manager.
- Reports all situations to Supervisor or Manager where resort grounds or equipment do not meet IMGR&C standards.
- Puts Success of team ahead of personal success.
- Helps other team members succeed without being asked.
- Takes action to resolve conflict between individuals.
- Helps all departments achieve success.
- Offe ideas to increase team success and guest satisfaction to Supervisor or Manager.
- Does whatever is necessary to help department and resort success.
- Contributes ideas that support progress and success at shift, team and departmental meetings.
- Essential Duties and Responsibilities include the following and are subject to change at management’s discretion:
- This role involves collaborating with various departments to identify areas for improvement.
- Managing renovation projects and ensuring compliance with brand standards.
- Must work alongside crew members daily to maintain production and completions of approved projects.
- Acquiring materials, tools and equipment in advance for all ongoing projects.
- Preparing cost estimates and acquiring quotes from vendors and contractors submitted for Purchase Orders.
- Knowledge of construction and renovation processes and installations, including preparing and pouring concrete stem wall foundations, floors, pads, sidewalks to include concrete block, brick and stone installation.
- Knowledge of structural framing, roofing, insulation, drywall, wallpaper, tile and painting. Knowledge of floor covering installations, carpet, ceramic and vinyl tile.
- Knowledge of exterior siding installations, stucco, wood, metal and stone finishes.
- Some knowledge of plumbing, electrical and HVAC systems.
- Management skills include overseeing and instructing up to 15 construction crew Team Members daily on all construction, renovation and maintenance projects that may be ongoing at the same time.
- Computer literacy, is required. Sending and answering Emails, using several different company installed computer software programs to be used on a daily basis.
- Demonstrated commitment to researching and implementing new technologies, including artificial intelligence, to enhance the operations of Facility Maintenance.
- Other duties as needed.
- Supervisory Responsibilities
- Conduct regular assessments of hotel facilities to identify areas for improvement.
- Lead and manage renovation and improvement projects from inception to completion, ensuring adherence to timelines, budgets and quality standards.
- Coordinate with contractors and suppliers to facilitate project execution and ensure that work aligns with design specifications.
- Monitor progress, address any issues or delays and provide updates to Maintenance Director.
- Ensure all hotel improvements comply with health, safety and building regulations, as well as brand standards and quality benchmarks.
- Work alongside crew members on a daily basis.
- Education and/or Experience Requirements
Meets IMGR&C Values that are reflected in the letters A-P-A-C-H-E, Accountability, Productivity, Acceptance, Communication, Hospitality, and Enthusiasm. Approaches all activities with enthusiasm and encourages enthusiasm from others. Chooses a positive approach in all situations. Treats others with respect in all situations. Works in collaboration with other Team Members to achieve event goals, exemplifies teamwork.
- Bachelor’s degree in Business Administration, Facilities Management or a related field preferred.
- Project Management Professional (PMP) Certification or similar qualification is a plus.
- 5 years of experience in construction and construction management and or facilities management.
- Strong project management skills.
- Proven track record of successful managing construction, renovation projects.
- Excellent communication skills including computers skills.
- Proficiency in budget management and financial analysis.
- Excellent communication and interpersonal skills to collaborate effectively with staff, contractors and management.
The physical demands described here are representative of those that must be met by a team member to successfully perform the essential duties of this position.
While performing the duties of this position, the team member is frequently required to stand, walk, use hands, to finger, handle or feel, reach with hands and arms, stoop, kneel, crouch, or crawl, talk or hear. Must be able to use hand held communications devices. The team member must occasionally lift and/or move up to 50 pounds. The team member must be able to stand for several hours.
The work environment characteristics described here are representative of those a team member encounters while performing the essential functions of this position.
The noise level in the work environment is loud. The team member will be exposed to a second-hand smoke-filled environment. The team member may be exposed to biohazardous fluids such as blood and other body fluids. The team member may be exposed to hostile environments with guest. May be subject to high stress environments.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
