Core Responsibilities:

Provide the ideal hotel experience through:

• Environment:
  • Customers will walk into a hotel room with a tailored vibe:
    • Clean and organized
    • Adequately stocked and maintained
    • Thoughtful touches and details
    • Excellence in all areas of service
• Service:
  • Guests have a smooth booking experience and get hyped for their stay
  • Guests are welcome warmly and made to feel special when they arrive
  • Rooms are maintained with peak quality of cleanliness and organization
  • Staff are approachable and able to answer all questions about housekeeping and hotel continuously assured
  • Housekeeping is stocked and prepared for daily service and cleaning quality is continuously assured
  • Rooms are cleaned and ready to go daily
  • Supplies are stocked and organized and ordered in a timely manner
  • Concerns and complaints are promptly addressed and the customer should leave the situation feeling respected and heard, regardless of resolution
  • Take every opportunity to go above and beyond in delivering an experience that exceeds our guest’s expectations
• Reflection:
  • Customers should have their expectations exceeded
  • They should be:
  • Wowed by the friendliness and promptness of our customer service
  • Shocked by the immersive beer experience and thoughtful touches
  • Amazed by the creativity, cleanliness and design of the rooms
• Mentoring:
  • Train new housekeepers in the Brewhalla way of housekeeping
  • Provide regular check-ins with housekeepers to ensure that quality is being maintained over time
  • Utilize checklists and SOPs to ensure staff have completed all necessary housekeeping tasks every day
  • Build a positive culture, supportive workplace, and fun environment for all Brewhalla employees

Duties and Responsibilities:

• Operations
  • Manage the hotel
    • Have an overall view of the hotel and its needs
    • Be the point person ensuring every aspect of the hotel is managed and maintained
    • Work with the rest of the management team to ensure the hotel integrates seamlessly with the taproom, market and events
    • Work as a liaison between hotel guests and management to ensure the hotel is exceeding guest expectations
    • Manage hotel blocks for all Brewhalla event and wedding blocks
  • Room Raccoon
    • Assist with management of all bookings and reservations
    • Help with management of the Room Raccoon property management system and any troubleshooting with the system
    • Watch all reservations and ensure successful bookings, check-ins, and check outs are occurring.
    • Ensure Room Raccoon is up to date and monitored frequently
  • Sales
    • Work with external stakeholders (The FM Convention and Visitor Bureau, Visit FM, etc) to increase hotel awareness and sales
    • Complete hotel bids on the Conventions and Visitors Bureau Extranet
    • Manage hotel blocks for FM Conventions and Visitors Bureau events
    • Maintain a positive relations with the Conventions and Visitors Bureau
  • Housekeeping Maintenance
    • Maintain a clean and organized housekeeping area
    • Work with the management team to plan restocks for all chemicals, single use items, and extras for the hotel rooms
    • Process, organize and stock all incoming linen
    • Plan accordingly so that linens do not run out
  • Daily Housekeeping
    • Oversee the completion of all housekeeping on time (by 3pm daily)
    • Provide quality control by double checking all rooms are clean and up to Brewhalla standards by 3pm
    • Assist with training in taproom staff on proper housekeeping techniques
    • Oversee housekeepers and ensure Brewhalla cleanliness quality is maintained
    • Ensure linens are brought down to and up from receiving daily
    • Ensure trashes are emptied daily
    • Ensure main hallways and lobby are swept and mopped frequently
  • Coordinate with the rest of the Drekker team
    • Communicate any maintenance issues or needs with management
    • Work with the management team, Taproom Manager and Staff Leads to train taproom staff on housekeeping and answering hotel questions correctly
    • Communicate needs and concerns with team and supervisors promptly

• • Miscellaneous
    • Learn basics on Room Raccoon to be able to book a room, check in a room, search a reservation and other general Room Raccoon processes
    • Be able to answer hotel related phone calls
    • Assist with developing, maintaining and updating SOPs and checklists for all housekeeping and hotel tasks
    • Respond to communication and requests with thoroughness and in a timely manner
  • Other duties and responsibilities as assigned

Qualifications:

• Education and Experience:
  • Bachelor’s degree in Hospitality Management, Business Administration, or a related field preferred but not required.
  • Proven experience in hotel management or a related hospitality role with relevant experience.
  • Experience with property management systems (PMS)
• Skills and Competencies:
  • Leadership and Management: Demonstrated ability to lead, motivate, and manage a team effectively, including experience in training and mentoring staff.
  • Customer Service Excellence: Exceptional interpersonal and communication skills with a proven track record of delivering outstanding guest experiences.
  • Organizational Skills: Strong organizational and multitasking abilities, with a keen eye for detail and a commitment to maintaining high standards of cleanliness and service.
  • Problem-Solving: Ability to handle guest concerns and complaints professionally and resolve issues promptly while maintaining guest satisfaction.
  • Sales and Marketing: Experience in promoting a hotel or similar establishment, with skills in working with external stakeholders and increasing hotel bookings.
  • Technical Proficiency: Familiarity with hotel property management systems and general IT skills to manage bookings and reservations efficiently.
  • Financial Acumen: Understanding of budgeting, financial management, and inventory control.
• Personal Attributes:
  • Creativity: Ability to contribute to the design and ambiance of hotel rooms and public areas, adding thoughtful touches to enhance guest experiences.
  • Positive Attitude: Enthusiastic, approachable, and able to build a supportive and fun workplace culture.
  • Attention to Detail: Meticulous in maintaining cleanliness and organization, ensuring that every aspect of the hotel meets or exceeds guest expectations.
  • Adaptability: Flexibility to adapt to changing circumstances and handle miscellaneous tasks as needed.
• Communication Skills:
  • Effective Communicator: Excellent verbal and written communication skills, with the ability to interact positively with guests, staff, and external partners.
  • Team Coordination: Ability to work collaboratively with other departments, such as the taproom, market, and events team, to ensure a seamless guest experience.
• Physical and Operational Requirements:
  • Ability to perform physical tasks related to housekeeping and hotel management, including lifting and moving supplies and equipment.
  • Willingness to work flexible hours, including evenings, weekends, and holidays, as required by hotel operations.
• Compliance and Safety:
  • Knowledge of health, safety, and sanitation regulations and standards in the hospitality industry.
  • Ability to ensure compliance with all relevant laws and regulations, including those related to housekeeping and hotel operations.
• Miscellaneous:
  • Proficiency in developing, maintaining, and updating Standard Operating Procedures (SOPs) and checklists.
  • Capable of handling miscellaneous duties and responsibilities as assigned bymanagement.