Hotel Manager | Palihotel Westwood Village

HOTEL MANAGER | PALIHOTEL WESTWOOD VILLAGE

POSITION PROFILE

The Hotel Manager is responsible for overseeing the front desk, housekeeping, property maintenance, overnight agents and valet standards. The job description is not intended to include all duties or qualifications that may be required now or in the future. The hotel operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting times, and hours worked in a week.

ABOUT WESTWOOD VILLAGE:

Palihotel Westwood Village is a 55-room boutique hotel nestled in Westwood Village, one of the most recognized university towns in the country. The hotel embodies a mix of mid-century modern with Parisian eclecticism, all set in a delightful historic building that was once home to Westwood Village’s first ever hotel from 1939. If you’re passionate about creating genuine connections, thrive in a dynamic hospitality environment, and find joy in elevating guest experiences, we invite you to join our team at Palihotel Westwood Village.

WHAT WE ARE LOOKING FOR:

Maintain effective training programs. Ensure all front desk personnel are highly productive. Ensure front desk use approved script during the check in process and all guest interactions, including but not limited to, restaurant hours, available on/off site amenities (Pools, Gyms), Trip Advisor, etc. Train new and existing front desk personnel on protocol and excellent customer service. Conduct informative and productive monthly front desk team meetings. Participate in daily and weekly property inspections and ensure completion of follow-up items. Leads the property Safety Committee and help oversee property safety ensuring compliance with all related requirements. Ensure the front desk is maintained in a neat, tidy, and organized fashion. Ensure that all employees have the tools necessary to fulfill job expectations and guest needs. Create and monitor front desk, housekeeping, housemen, and overnight schedules weekly to meet budget and pursuant to revenue. Verify that regular ongoing communication is happening within the departments (e.g., pre-shift briefings, staff meetings, sharing information between rooms & F&B department). Check guests in/out daily, make reservations as needed, make restaurant reservations as needed, assist guests in concierge services and other related execution of hotel services. Ensure accurate completion of night audits. Continuously strive to improve and maintain client and guest experiences. Be a leader in managing the overall reputation management of the hotel. Continue to give the brand a voice – naturally highlighting what the brand has to offer and its virtues to others (employees, leaders, owners). Easily translate a passion for the brand into a unique experience for both guest and employees. Carry out company protocol to ensure all guest billings are complete as follows. Ensure reservations have valid billing in advance of their arrival. Ensure staff conducts bucket checks, oversees bank cash pursuant to protocol. Ensure all routing and billing methods are complete for arriving guests in advance of check in and making certain FD agents comply with protocol.

HOUSEKEEPING & HOUSEPERSON:

Manage the housekeeping and housemen rosters. Oversee the management of the housekeeping and housemen staff daily. Maintain effective training programs ensuring all housekeeping and housemen personnel are highly productive. Perform and oversee daily room inspections on arrivals, as well as public areas. Work with housekeeping team to review linen quality and par levels. Report all wear, tear, and maintenance issues to management.

ENGINEERING:

Oversee the management of the engineering team daily. Maintain effective training programs ensuring all engineering personnel are highly productive. Ensure the engineering team are performing preventative maintenance repairs and inspections as mandated by local municipality and/or requirements on systems. Ensure rapid response of all emergency situations. Record and file reports as mandated. Ensure Chief Engineer is reporting any opportunities for efficient use of energy, preventive maintenance, and/or other cost-savings measures. Ensure work orders are completed in a timely manner. Communicate with other department heads about work being done throughout the property. Perform weekly walks with Chief Engineer throughout the hotel to create and prioritize work lists.

COST CONTROL, INVENTORY & PURCHASING:

Managing par levels for the ordering of all items that relate to the rooms and lobby area. Keep track of inventories, including but not limited to linen (monthly), guest supplies (bi-monthly), cleaning supplies (bi-monthly), printed collateral (weekly), front desk supplies (monthly), engineering supplies (monthly). Keep track of rooms inventory by ensuring rooms are being inspected once checked out, comparing to master inventory spreadsheet, and charging guests for missing FF&E items when needed. Effectively manage wages and controllable expenses. Focus on maximizing the financial performance of the department. Monitor performance against budgets and goals.

GUEST SERVICES:

Assist the sales team as needed with blocking and room reservations. Ensure VIP guests are given proper attention where appropriate. Ensure service recovery for guests when needed. Roam hotel public areas daily, greeting guests and visitors to assure their needs are being met and service across rooms and F&B is up to company standards. Encouraging guests to post positive Trip Advisor reviews.

COMMUNICATION, ORGANIZATION & ADMINISTRATIVE:

Multi-task, meet deadlines, follow up on special projects, communicate well, and be able to excel in a fast-paced environment. Mentor team members to smile, make eye contact, be friendly, enthusiastic, and helpful always. Collaborate directly with executive team for all issues relating to acceptable delivery of all rooms and public areas. Seek to develop best practices for all areas of responsibility. Work side-by-side with the executive team to ensure a cohesive spirit and goal achievement. Work to facilitate strong relationships with company vendors and suppliers. Coach and encourage positive morale amongst the front desk, housekeeping, overnight, valet, and houseman staff. Lead by example always and stay visible to staff. Assist in building a culture of open communication, spend time with team members and be available for them (open door policy). Personify the best values of the brand, demonstrating exceptional work ethic and service delivery for all employees on property.

QUALIFICATIONS

Must possess a cheerful outlook. Must be service oriented. Must be able to multi-task. Must possess excellent interpersonal, analytical, and managerial organizational skills. Ability to satisfactorily communicate in English (speak, read, write). Ability to perform job functions with mindfulness, speed, and accuracy. Ability to prioritize and organize. Ability to accurately compute and manipulate mathematical calculations. Computer knowledge, as well as proficiency in property management system Opera. Ability to collaborate well with fellow team members and the public. Be a clear thinker, remaining calm and resolving problems using good judgment. Must be able to stand for extended periods of time. Must be able to lift up to 25 lbs.

WHAT'S IN IT FOR YOU:

A competitive compensation package including medical, dental, vision, and life insurance. 401(k) retirement plan (future you will love this one!) Paid time off, holiday pay, and sick pay when you’re under the weather. Career advancement in an organization committed to helping star employees thrive. There’s also an opportunity to expand your career trajectory as we are a fast-growing company with hotels and restaurants in multiple cities. Professional development that sets you up for success across multiple hospitality career paths. A collaborative work environment where your creative ideas can come to fruition. Amazing employee discounts on hotels and dining across our entire portfolio (18 hotels and more to come!) Hands-on training with a nimble team. Palisociety is an Equal Opportunity Employer committed to hiring a diverse workforce and sustaining an inclusive culture. Palisociety does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state, or local laws. Privacy Notice: For information on the California Consumer Privacy Act of 2018 (“CCPA”), California Privacy Rights Act of 2020 (“CPRA”), and other California privacy laws, please go to the Palisociety Careers page at and to view the notice. For more information, visit or follow @palisociety For more information, visit lepetitpali.com or follow @lepetitpali For more information, visit or follow @arrivehotels We are an E-Verify Employer/Somos un empleador de E-Verify. #J-18808-Ljbffr Ontario Trillium Foundation