Holiday Inn Express San Diego State- Hotel Operations Associate

Position Summary

The Hotel Operations Intern gains hands-on experience by rotating through three roles: Front Desk & Guest Services, Breakfast Host, and Housekeeping. The intern supports daily operations and guest service while upholding Greens' mission, values, culture, and brand standards. Rotations and assignments depend on the hotel's operational schedule and staffing needs.

Key Responsibilities

 Provide courteous guest service, respond to requests, and refer concerns to management when needed.

 Maintain a clean, safe, organized, and welcoming environment in guest rooms, public spaces, the breakfast area, and the hotel lobby.

 Communicate guest needs, room updates, and operational concerns across departments and shifts.

 Follow all hotel policies, procedures, brand standards, food safety requirements, and safety and security protocols.

 Participate in training; maintain punctuality, professional appearance, teamwork, and flexibility; and assist with other assigned hotel duties.

Primary Functions and Responsibilities

1. Front Desk & Guest Services

 Welcome guests, assist with check-in and check-out, assign rooms, and protect guest privacy.

 Use the Property Management System (PMS) and Quore, as applicable, to record guest requests, room updates, and shift notes

 Process payments and charges, verify transactions, balance assigned cash banks, and complete financial records.

 Share information about hotel amenities, rates, policies, loyalty programs, reservations, and local attractions.

2. Breakfast Host

 Set up the breakfast area, prepare food and beverages according to hotel procedures, and replenish items during service.

 Welcome guests and assist with requests and dietary inquiries, seeking guidance when needed.

 Monitor inventory, organize supplies, and notify the supervisor of replenishment needs.

 Follow food handling, storage, disposal, and sanitation standards; clean the buffet and dining area and complete service breakdown.

3. Housekeeping

 Clean and sanitize occupied and vacant guest rooms, replace linens and amenities, and meet hotel quality and time standards.

 Maintain carts, supplies, equipment, and public areas; assist with washing, drying, folding, and organizing laundry as assigned.

 Respect guest privacy and follow room-entry, key-control, security, and Lost and Found procedures.

 Report maintenance issues, damage, room discrepancies, and safety hazards; respond promptly to housekeeping requests.

Knowledge, Skills & Qualifications

 High school diploma or equivalent preferred.

 Hospitality or customer service experience preferred; experience across hotel departments is an asset.

 Strong communication, listening, and guest-service skills, with professionalism and discretion when addressing concerns.

 Dependability, attention to detail, organization, and the ability to prioritize tasks independently and as part of a team.

 Basic computer and math skills, including the ability to learn PMS and Quore and handle payment transactions.

 Willingness to learn food preparation, food safety, sanitation, housekeeping, laundry, and hotel procedures.

Physical Requirements Duties include standing and walking for up to eight hours per shift; bending, stretching, reaching, kneeling, and repetitive movements; lifting and carrying up to 30 pounds; pushing or pulling carts and equipment up to 60 pounds; and cleaning, stocking, and food service tasks.