Maintenance Technician - Hampton Inn & Suites Westgate

Company Profile

Our company is comprised of strategic business units including: Pinnacle Development; Pinnacle Restaurants; and Pinnacle Hospitality. Pinnacle Hospitality's overarching mission is to be the most respected hospitality organization in the United States, as measured by the loyalty of our team members, our customers, our financial stakeholders and the communities in which we live and operate. Pinnacle Hospitality is solely owned by Mr. C.V. Shanbhag and was founded in 1999.

Pinnacle Hospitality is affiliated with Hilton Hotels, Marriott, Wyndham, InterContinental Hotels Group and Summit Pointe Event Center. As Pinnacle Hospitality ventures forward, our vision is to position ourselves as a leading Hospitality management company with the priority of providing individualized service to maximize the success of every property we manage.

Our Service Standards 

• Greet All Guests Use the Guests Name Thank our Guests Take Pride in your Appearance Have Pride in your Surroundings Maintain a “Service Posture” Be Knowledgeable about the property
• Own the Situation Use Proper Phone Etiquette Anticipate Guests Needs Escort the Guest
• Always be RESPECTFUL to guests and team members

Primary Objective of Position 

To anticipate the needs and exceed the expectations of our guests, team members, and owners by achieving profitability, and guest service goals while providing team members with a positive work environment. Achieves business objectives by communicating Pinnacle Hospitality’s Vision, Pledge (Mission), Values, business philosophy, and culture.

Maintain the hotel's guest and heart of the hotel areas in accordance with the standards of Pinnacle Hospitality by performing “PinnacleCare” programs/preventive maintenance and repairs as necessary.

Job Requirements

This is an excellent opportunity for highly motivated team members who want to join an innovative, creative and a growing company. The ideal candidate will have demonstrated the ability to drive customer service satisfaction, adhere to budgeted expenses, exhibit good decision-making skills and provide an environment where team members can achieve career growth interests. This position will be responsible for the day-to-day operations of the front desk and breakfast service, with emphasis on Guest Service operations.  

Education  

•  Technical or engineering degree/certification from a recognized technical school or institute is preferred. 
•  Brand certification as required by the franchise is preferred.

Experience 

•  2 or more years of maintenance, construction or related experience - multi-family experience preferred.
  •  Prior maintenance experience in similar hotel/brand is preferred 
  •  HVAC certification highly recommended: Type II, Type III and/or Universal 
  •  High-energy: this is a busy and hands-on job! 
  •  Self-motivated and hard-working 
  •   Ability to work some weekends on a rotating schedule.
  •  Valid driver’s license

Technological Proficiency

•  Working knowledge Microsoft Office package is preferred
•  Competency in email and electronic communication is preferred
•  Completing hands-on, technical, maintenance projects 
•  Building, mentoring and leading a strong team of technicians and grounds personnel and sub-contractors 

Skills Sets

•  Skills and techniques
  • Hotel and departmental mission and objectives
  • Training techniques
  •  Communication Skills & Techniques
  •  Personal Productivity
    • Time management skills and techniques
    • Organizational Skills & Techniques
    • Inter-personal effectiveness
      •  Diversity management
      •  Personal effectiveness
      •  Personal control
      •  Organizations skills
      •  Feedback skills
      •  Industry standards
      •  Cultural sensitivity

Physical Requirements

•  Must be able to work well in stressful, high-pressure situations including the ability to handle guest complaints and disputes and resolve them to satisfactory results.
  •  Must maintain composure and objectivity under pressure
•  Must be effective in handling problems in the workplace, including anticipating, preventing, identifying, “owning” and solving problems as necessary.
•  Must be effective at listening to, understanding and clarifying concerns and issues raised by associates and guests.
•  Must be able to work with and understand financial information and data, and basic arithmetic functions.
•  Approach all encounters with guests and associates in a friendly, service-oriented manner.
•  Comply and encourage safe and efficient hotel operations.
•  Maintain a friendly and warm demeanor at all times.
•  Have knowledge and understanding of all department policies and procedures, and communicate and enforce all policies fairly and consistently with staff.
  •  Ensures all departments are profitable
    • Maintain strong working relationships
•  Responds quickly to changing market conditions and revises strategies accordingly.  
•  Assist in creating the hotel's annual budget and monitors the performance of the hotel throughout the year.
•  Produces monthly financial reports and knows at all times where the department stands against the budget.
•  Manages associate service functions of the hotel by controlling turnover, motivating associates, focusing on associate development and retention and conducting regular associate meetings.
  •  Meet all financial review dates and corporate/brand directed programs in a timely fashion.
•  Ensure that orientation and training in service standards are taking place in the department using the steps to effective training according to company standards.
•  Long hours are sometimes required.  
•  Medium work- exertion up to 30 pounds of force occasionally, and/or 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects 
•  Ability to stand for long hours at a time.  
•  As MOD, he/she will also spend some time moving about the hotel overseeing the various departments. 

Mental Requirements 

•  Must be able to convey information and ideas clearly  
•  Must be able to evaluate and select among alternative courses of action quickly and accurately 
•  Must have the ability to assimilate complex information, data, etc. from various sources and consider, adjust or modify to meet the constraints of the particular need.  
•  Must be effective at listening to, understanding and clarifying concerns and issues raised by associates and guests.  

Skills and Qualities

•  Strong oral and written communication skills. 
•  Attention to detail. 
•  Planning and organizational ability. 
•  Customer skills 
•  Prepare reports required for the position.
  

Working Conditions 

•  Will be required to work nights, weekends and holidays.
•  Will be required to work in fast-paced environment.
•  Will be required to be on call when away from work within 30 minutes response time.
•  Long hours are sometimes required.  

Physical/Cognitive Activities

This description of physical and mental activities is not intended to describe essential job functions. Rather, its purpose is to give the job applicant a feel for the physical and mental activities of the job to the end that an applicant with a disability can determine whether he or she will be able to do this job either with or without accommodations.
The major responsibility of this position is to oversee all of the major operations of the hotel. Therefore a significant portion of time will be spent moving about the property listening and speaking to guests and team members. Strong leadership and problem-solving skills will be used. This person will need to have strong speaking, reading and writing skills to ensure effective communication throughout the hotel.
For effective communication and information exchange, this person also must utilize a computer. This is usually done while sitting down and typing.

 Major Areas of Responsibility 

1. Exceeds the expectations of the guests by ensuring that associates provide service as per company’s Pledge by reduced guest complaints, high willingness to return, high GSTS index and minimum refunds

•  Provides value added service to guests by doing whatever is reasonable and possible to exceed guest expectations
•  Communicates effectively with guests, co-workers, and supervisors
•  Demonstrates teamwork by cooperating and assisting co-workers as needed
•  Handles difficult situations effectively
•  Meets PinnacleCare standards
•  Performs other duties as required to perform service standards and teamwork
•  Performance Benchmark: Achieve/exceed GSTS score for the hotel each month

2. Meets and exceeds the expectations of the associates by utilizing leadership skills and motivation techniques in order to maximize team-member productivity, satisfaction, and retention.

•  Develops and implements strategies to achieve team-member satisfaction Index goals
•  Selects qualified associates and provide orientation and training
•  Creates a positive work environment for all associates
  •  Determines and communicates standards of performance to associates. Evaluates team-member performance on a regular basis and recommends salary increases as appropriate
  •  Develops associates to maximize potential and prepare for future promotional opportunities by conducting counseling sessions, determining developmental needs and allowing these needs to be met
  •  Ensures that disciplinary action is taken as required utilizing consistency, fairness, and respect within the framework of established company’s guidelines.
  •  Performance Benchmark: Achieve/exceed retention % for the hotel each month 

3. Responds to both guest and team-member reports of non-functioning equipment or work-orders immediately. Maintains rooms in optimal operating condition by performing repairs as needed

•  Maintains records of equipment in need of repair and priorities accordingly
•  Understands and implements the PinnacleCare Program as required
•  Prepares preventive maintenance cart for use each day
•  Repairs televisions, phones, radio clocks, vacuums, etc. on a regular basis
•  Replaces or repairs damaged bathroom fixtures and executes general plumbing as needed
  •  Maintains the overall appearance of the rooms; replaces broken mirrors, hangs fixtures, does the touch-up, painting, vinyl repairs, etc.
  •  Repairs and maintains room's and public area ventilation/heating/air conditioning system
  •  Uses both power and other tools regularly in a safe, efficient manner
  •  Ensures that all hotel tools are always secure
  •  Performance Benchmark: Achieve/exceed Score in Brand & Company QA 

4. Maintains operating equipment in working condition by performing routine equipment checks and repairs

5. Performs preventive maintenance throughout the hotel as well, including both the front and the heart of the house, interior, and exterior

•  Maintains the condition of the lobbies and other areas
•  Repairs furniture and decorations as necessary
•  Repairs carpet, marble, tile, vinyl, paint, etc
•  Repairs and maintains kitchen, laundry, house-keeping equipment
•  Repairs and replaces windows and mirrors
•  Maintains exterior of building and grounds as necessary
•  Attends schools or seminars to remain current on proper techniques
•  Maintains all documentation as required
•  Keeps expenses within approved budget
•  Orders all supplies with the approval of the General Manager
•  Conducts site inspections.  
•  Manages capital budget and projects. Prepares and executes department budget.  
•  Performs human resource functions for staff, including supervision, training, and evaluating.  
•  Manages contractor/vendor work.  
•  Controls utility consumption.  
•  Develops safety policies, procedures, and programs for the property.  
  •  Ensures that all buildings/equipment are in good working order and are consistent with quality standards of the property.  
  •  Establishes and maintains a preventative maintenance program.  
  •  Negotiates contracts for property operations.  
  •  Compiles and prepare reports for upper management's review and use 

6. Demonstrates familiarity with the hotel's life safety systems and takes corrective action on any maintenance or operating problems which affect the security or operating condition of the hotel

7. Handles master set of keys in accordance with company policy for the overall security

8. Reports any hazards or injuries in the department or hotel and takes immediate action to correct

9. Maintains and assists in the cleanliness of individual work area

10. Adheres to hotel policy and procedures

•  Attends work on time as scheduled
•  Follows hotel grooming and dress standards
  •  Minimizes safety hazards by following all safety rules and procedures and wears gear/clothing as required
  •  Implements OSHA standards and Tag Out/Lock Out procedures as required
  •  Implements company’s Standard Operating Procedures

11. Keeps immediate supervisor promptly and fully informed of all problems or unusual matters of significance

12. Performs all duties responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position

13. Maintains a favorable working relationship with all other company team members to foster and promote a cooperative and harmonious working climate

14. At all times projects a favorable image of the hotel and Pinnacle Hospitality to the public

15. Include here Property/brand specific Assignments: