Operations Specialist-Embassy Suites Downtown

Grand Rapids, MI
Full Time
Entry Level

Embassy Suites is a fast-paced, high-energy workplace, with endless opportunities for advancement.  Come join the best team in the Hospitality Industry!

Wage: 17.00-22.00/hr, based on experience

Benefits Include:

  • Hotel and restaurant discounts 
  • Earned Paid Time Off for ALL Team Members
  • Insurance (health, vision, dental, life) for full time Team Members
  • Flexible schedules (dependent on position)
  • Holiday Pay
  • 8 hours of paid volunteer time per year (must be accredited)
  • Advancement opportunities
  • 100% paid maternity/paternity or adoption leave for those who qualify for FMLA
  • Employee Assistance Program (EAP) through Pine Rest (3 free counseling visits, online library, and access to legal, financial and elder care consultations)

Position Summary:

Responsible for assisting with the operation of all aspects of the property, including leading by example training, and holding Team Members accountable, as well as exceeding guest expectations, while following government, Suburban Inns, and Hilton standards. 

Essential Functions:

  • Report to work in professionally appropriate attire, presented neat and clean
  • Greet all guests in a friendly, positive manner.  Ask questions of guests and make personal connections to make them feel they are welcome and valued
  • Anticipate and meet the needs and expectations of our guests, then go one step further
  • Assist with all responsibilities of the Front Desk Department, as described in the Guest Service Representative job description
  • Assist Management on all aspects of the property in the absence of the General Manager, Assistant General Manager, or Manager on Duty
  • Review guest surveys weekly and ensure all issues are addressed
  • Receive and resolve complaints from guests, vendors, corporate accounts, and Team Members, while following the service philosophy of Suburban Inns
  • Assist the Housekeeping Department responsibilities, as described in the Housekeeper and Laundry Attendant job descriptions, as requested
  • Assist the Maintenance Department responsibilities, as described in the Maintenance Technician job description, as requested
  • Assist the Front Desk Department responsibilities, as described in the Guest Service Representative job description, as requested
  • Assist the Security Department, as described in the Security Officer job description, as requested
  • Assist the Food & Beverage Department, as described in the following job descriptions: Breakfast Attendant, Café Attendant, Lounge Attendant, Cook, Dishwasher, Banquet Server, and Banquet Houseman
  • Ensure that all legal requirements are consistently adhered to, including wage and hour and federal, state and/or local laws pertaining to alcoholic beverages
  • Ensure all standards set by the local health department, Suburban Inns, and Hilton are being followed at all times
  • Maintain unity between all departments of the property, while keeping an open line of communication between each of them, as well as other properties
  • Monitor safety conditions and Team Member conformance with safety procedures; update emergency plans and procedures and assure that effective training and preventative measures for these programs is conducted in all departments
  • Perform property walk-arounds each day as needed, and address all issues encountered. All trash, used towels, etc. must be picked up. Keep eyes open for any and all safety and security issues. Report any problems to the appropriate department and Assistant General Manager
  • Attend management and staff meetings
  • Attend miscellaneous meetings as needed
  • Rotate Manager on Duty shifts over the weekends and holidays for the hotel
  • Follow all Suburban Inns Processes
  • Maintain a positive attitude throughout the day, and keep Team Member morale high
  • Exhibit regular and recurrent attendance records
  • Undertake special projects requested by the General Manager and Assistant General Manager

Position Requirements:

Minimum Knowledge: Requires ability to interpret / extract information and / or perform arithmetic functions.  Requires typing, record keeping, and/or word processing.  Good communication skills

Formal Education and Job-Related Experience: This position requires two years of hotel or other highly relevant hospitality experience, as well as previous supervisory experience.

License, Registration, and/or Certification Required   Strong interpersonal and communications skills.  Excellent driving record, valid driver’s license.

External and Internal Personal Contact:

Communications: Daily Verbal & Written, Participation in meetings                 

Teamwork and Collaboration: This job is part of a formal work team which includes all departments within the property 

Working Conditions and Physical Effort:

Stress Load: Regular exposure to stresses

Workload Fluctuation: The workload required to perform this job requires ability to adapt to change

Manual Skills: Significant portions (more than 50%) of daily assignments involve application of manual skills requiring motor coordination in combination with finger dexterity, e.g., typing, handwriting, or machine operations

Physical Effort: Some portions (10- 50%) of daily assignments involve prolonged standing, transporting material or equipment, or lifting, moving, or carrying heavy (over 30 pounds) materials for intermittent periods throughout the day

Physical Environment: Some portions (10-50%) of daily assignments involve exposure to dirt, odors, noise, or temperature / weather extremes.  Working surfaces may be un-level, slippery, or unstable

Work Schedule: Work regularly requires or varies between day, evening, night, holiday, and/or weekend assignments.  Schedule varies according to business demands and needs

Occupational Risks: Some portions (10- 50%) of daily assignments involve occupational risk, such as cuts, burns, exposure to toxic chemicals, injuries from falls, or back injury sustained with assisting in moving, lifting, or positioning equipment or materials

Ergonomics Risks: Some portions (10 – 50%) of daily assignments involve ergonomic risk, such as regular repetitive tasks, forceful or prolonged exertions of the hands, vibration, cold temperatures, heavy lifting, pulling, pushing, or carrying of heavy objects, poor body mechanics, restrictive workstations, or awkward postures

Safety: Responsible for adhering to all safety policies and procedures of Suburban Inns

Uniform and Appearance Guidelines:

Uniform:  Professional attire according to Suburban Inns guidelines

Appearance:  All facial piercings must be approved by management. Gauges in ears are not allowed on anyone who’s primary job function is interacting with guests.  Hair must be of a natural color and kept well-groomed. All tattoos that are not covered by a work uniform must be approved in writing by management. Any tattoo that is deemed offensive to co-workers, guests, vendors or others in the workplace based on racial, sexual, religious, ethnic, or other characteristics or attributes of a sensitive or legally protected nature are not permitted and must remain covered or concealed at all times. This policy will be administered by the position’s supervisor, without regard to race, religion, age, sex, national origin, disability, height, weight, genetics, familial status, veteran status, and other protected characteristics.  The Vice President of Hotel Operations has the authority to veto any decision made by the position’s supervisor   



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