Guest Services Specialist: Facilities

Join Our Team at Canza Management, a Subsidiary of TLTsolutions

Role: Guest Services Specialist, Facilities

Location: Waldorf, MD

At TLTsolutions, we specialize in the investment, development, and management of premier hotel and other real estate properties. Our founder, transitioning from a distinguished career in healthcare leadership and consulting, established our firm with a clear mission: to empower individuals and families to build generational wealth through strategic real estate investments. Today, TLTsolutions manages a multi-million dollar portfolio primarily focused on the hospitality industry, dedicated to maximizing profitability and asset value while delivering exceptional guest experiences.

Canza Management is the operational arm and property management subsidiary of TLTsolutions, responsible for overseeing and optimizing the performance of our portfolio of premium-branded hotel properties. Our commitment to operational excellence drives every aspect of our business. We employ a hands-on approach, ensuring that we exceed the standards expected by our guests, team members, and investors.

Joining TLTsolutions and Canza Management means becoming part of a dynamic team that values professionalism, excellence, and strategic thinking. We empower our employees to take initiative in their roles and further their professional development through our continuous learning, growth, and collaboration culture.

Your Role With Us

As a Guest Services Specialist, Facilities, you will be responsible for upholding the operational integrity, safety, and aesthetic appeal of the property. Your attention to detail and proactive approach to maintenance will ensure the safety and comfort of our guests, while also preserving the longevity and value of our physical assets. You'll work closely with other teams to anticipate guest needs, address concerns promptly, and contribute to the overall guest experience by maintaining high standards of property upkeep.

Key Responsibilities

• Address guest-reported issues and perform minor repairs related to room fixtures, furniture, or electronics.
• Inspect lighting fixtures and replace burnt-out bulbs; perform basic checks on elevators to ensure smooth and safe operation.
• Check for leaks or blockages in bathrooms, ensure hot water systems are functioning correctly, and inspect landscaping and irrigation systems.
• Perform routine pool maintenance to ensure water quality and functionality, test surveillance cameras, and check security alarms.
• Ensure all access control systems (keycards, locks, etc.) are functioning as intended to maintain security and guest access.
• Perform preventative maintenance on major systems, including HVAC, plumbing, and electrical, to prevent breakdowns and maintain operational efficiency.
• Regularly inspect fire alarms, smoke detectors, carbon monoxide detectors, and fire extinguishers for operability. Ensure all emergency equipment is accessible and functioning.
• Conduct building inspections for structural issues needing repair, thoroughly inspect rooftop HVAC units, and replace or clean air filters to ensure air quality and efficiency.
• Test generator and backup systems, review energy consumption, and identify areas for improvement to enhance sustainability.
• Oversee the servicing of major equipment such as HVAC systems and elevators, update maintenance records, and plan for equipment replacements.
• Proactively offer assistance to guests in navigating the property or addressing immediate maintenance concerns they may encounter.

What We're Looking For

• Technical Expertise: 5+ years of proven experience in building maintenance, including HVAC systems, electrical, plumbing, and general repairs. Familiarity with preventative maintenance procedures and the ability to troubleshoot issues across a variety of systems.
• Strategic Thinking: Ability to approach maintenance and engineering challenges with a strategic mindset, anticipating long-term needs and aligning departmental objectives with the broader business goals of the hotel.
• Communication Skills: Strong communication skills are essential for collaborating with various departments, external vendors, and management. You must be able to clearly articulate maintenance issues, operational plans, and technical solutions to non-technical stakeholders.
• Adaptability: The ability to adapt to changing priorities and operational needs is crucial. Whether responding to unexpected maintenance issues or supporting large-scale renovations, you must be able to shift focus while maintaining high performance.
• Risk Management: Proven experience in identifying potential risks related to life safety systems, building infrastructure, or operational hazards. You must be proactive in developing risk mitigation strategies and ensuring compliance with safety standards and regulations.
• Problem-Solving Skills: Strong critical thinking and troubleshooting abilities, ensuring rapid responses to maintenance issues while proactively addressing future needs.
• Compliance Mindset: Thorough knowledge of life safety regulations and the importance of maintaining up-to-date licenses, permits, and certifications to ensure compliance at all times.
• Attention to Detail: A keen eye for detail and a proactive approach to identifying and resolving maintenance issues before they impact guests.
• Guest-Oriented Mindset: A commitment to ensuring that all guest interactions are handled professionally, with a focus on safety and comfort.
• Team Player: The ability to work collaboratively with other departments to support overall property operations.
• Physical Requirements: Ability to lift up to 50 lbs., stand for extended periods, and handle tasks requiring physical effort, agility, and the use of tools and equipment in various environments.

Why You'll Love Working With Us

• Competitive Pay: We offer a competitive hourly rate that reflects your skills, experience, and contributions to our success.
• Discounted Hotel Rates: Enjoy discounted rates at our partner hotel brands, making personal travel more affordable and enjoyable.
• PTO and Holiday Benefits: Full-time employees enjoy 1 week of paid time off, plus a floating holiday if they work on any of our 8 core holidays. Part-time employees receive 1.5x their hourly rate for holiday pay, ensuring everyone is rewarded for their dedication during the holidays.

Ready to Make a Difference? Join TLTsolutions and Canza Management to contribute to our mission of exceptional hotel investment and management, ensuring unforgettable experiences for our guests, continuous professional growth and development for our employees, and lasting value for our investors.

TLTsolutions is an Equal Opportunity Employer. We are committed to fostering a diverse and inclusive work environment that values and celebrates all team members' unique backgrounds, perspectives, and talents. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or other protected characteristics.