Hospitality Services Manager

Overview

About our Company

Ponte Vineyard Inn is a Four Diamond, 90 room, boutique hotel located next to Ponte Winery and surrounded by 300 acres of mature vineyards and views of rolling hills. We are a short drive from most of Southern California and enjoy hosting folks who want a break from city life. Our guests visit us seeking a relaxing day or overnight stay in the country.

We have become the benchmark for great service among Temecula wineries. Our associates are dedicated to delighting guests by providing excellent hospitality and serving great wine and food in a beautiful environment.

Summary: We are a Trip Advisor Top 10 Hotel in the U.S. and our 90 room boutique Hotel boasts stunning views of our Temecula Wine Country ranch. We are seeking an experienced Hospitality Services Manager to manage the day-to-day operations of the hotel, including front desk, bell, valet, concierge, PBX, night audit, housekeeping and food and beverage, in addition to hiring, training and retaining a highly motivated staff.

The Hospitality Services Manager will provide guests with a quality, consistent, and friendly hotel experience which exceeds their expectations during every visit.

Compensation : $70,000 - $75,000 annually DOE

Benefits Per Company Plan Details

• Medical, Dental, Vision
• 401k Matching Plan
• Life Insurance
• Hospital Confinement Plan
• Pet Insurance
• 3 Weeks of PTO
• 2 paid Holidays (Thanksgiving + Christmas) + 6 Floating Holidays

* The terms and conditions associated with each Benefit are outlined in the Associate Handbook, additional documentation provided by Human Resources, or within the policies of the carriers providing the benefits*

• Weekends + Holidays are a must
• Hours/Days vary by hotel needs

STANDARDS AND POLICIES:

• Ensure the safety of guests and associates. Be familiar with hotel emergency procedures and provide calm, reassuring assistance to guests and fellow associates in the event of an emergency. Assess safety procedures and update as necessary.
• Understand and adhere to environmental standards set by the hotel
• Understand and adhere to the Ponte values and service standards.
• Perform any other duties as requested by the Hotel Manager

GUEST RELATIONS:

• Diplomatically and effectively handle all guest complaints, including difficult and unusual occurrences. Ensures guests are satisfied with outcome.
• Be familiar with hotel information necessary to enhance customer satisfaction, including rate structures, specials and restrictions, room types and suites available, and hotel services including costs and location.
• Assist Hotel Manager with handling guest incident reports and associates accident reports. Complete documentation and follow up on any action items.

• Assist with Developing and being familiar with all hotel information necessary to enhance customer satisfaction, including rate structures, specials and restrictions, room types and suites available, and hotel services, including costs and location.
• Report food and beverage disputes (including disputed charges and guest complaints) to Hotel Manager and food and beverage manager. Resolve the concern to ensure the guest is satisfied.

GUEST ROOMS:

• Coordinate with Housekeeping on a daily basis.
• Verify status of rooms to ensure they are ready for check in.
• Coordinate with Maintenance.
• Coordinate daily room assignments according to special events, hotel occupancy, guest requests, etc.
• Inspect VIP rooms.
• Ensure “Special Event” Bride and Groom rooms are reserved according to contract. Ensure special requests are confirmed.

FOOD AND BEVERAGE:

• Coordinate with food and beverage department regularly to verify the department is prepared to exceed guest’s expectations.
• Step in as a support member when needed.
• Coordinate with leadership team to ensure department and company policies are being followed.
• Assist with staff training as needed
• Communicate with guests and assist with special requests related to food and beverage as needed.
• Follow up on health department related reports and assist in addressing concerns as needed.

DEPARTMENT STAFFING, TRAINING AND MANAGING:

• Assist with developing and maintaining the training program and train…