SpaceX was founded under the belief that a future where humanity is out exploring the stars is fundamentally more exciting than one where we are not. Today SpaceX is actively developing the technologies to make this possible, with the ultimate goal of enabling human life on Mars.
MANAGER, HOTEL OPERATIONS
The role of the Manager, Hotel Operations is to provide the strategy and management of the organization’s hotel accommodations and traveler experience. You will help develop and implement effective customer service strategies and processes to maximize occupancy. The Manager, Hotel Operations will be responsible for optimizing the current rooms operations and for the opening of Starbase’s new hotel. The duties will include but are not limited to: designing an internal property management system, coordinating service operations, monitoring and motivating staff, ensuring excellent customer service, engaging with customers, hiring and developing talent, ensuring team is current with all mandatory company trainings, scheduling and payroll, interviewing, hiring and onboarding of new staff, setting and upholding customer service principles. The role will support the mission by providing a foundation of understanding for excellent customer service and quality of living and visiting accommodations that boost morale and productivity within SpaceX.
RESPONSIBILITIES:
- Own hotel operations for internal employees and external guests, including strategy and execution of the evolving traveler housing program
- Monitor quality and consistency of Spaceport Operations by setting and enforcing standards, inspecting and routinely walking areas of responsibility
- Train staff on customer service, anticipating guest needs and problem resolution
- Create transparency by effectively communicating goals/results, P&L and occupancy updates
- Provide annual budgeting and expense management along with monthly variance analysis and work closely with corporate to achieve all targeted leasing objectives and operating expense controls
- Enforce proper safety practices with staff and leads
- Coordinates and enhance time management for team
- Create and maintain in-person and online training materials
- Assist in all aspects of project implementation to build out Starbase hotel and village as needed, including aesthetic industrial design improvements
- Provide campus wide reporting on departmental spend, ticketing, and other metrics as requested
- Obtain multiple bids from competing contractors by creating scopes of work
- Inspect the properties at a minimum of once a week to ensure the overall appearance, exterior lighting condition, cleanliness and maintenance of the property’s common areas with approved vendors and provide corporate a monthly inspection report
- Ensure purchase orders are accurate with no cost over runs
- Work closely with Spaceport Development Team, Facilities, Culinary and Hospitality teams
BASIC QUALIFICATIONS:
- Bachelor’s degree or higher
- 5+ years of leadership experience within hotel operations
PREFERRED SKILLS AND EXPERIENCE:
- Leadership experience in hotel operations at a full-service property
- Experience opening new operations and/or creating operational procedures from the ground up
- Comfortable working in a high-stress environment balancing several projects at any given time, and the flexibility to adjust for abrupt changes in strategic directions
- Advanced knowledge of customer service and problem resolution
- Experienced with Microsoft Office and Outlook
- Excellent communication skills both written and verbal
- Excellent knowledge of room inventory, housekeeping processes and guest service
- Experience in a corporate environment
- Proficient knowledge of human resources management
- Ability to organize work for large groups in various service formats
- Strong time management skills
- Experience with high volume, complex multidisciplinary operations
- Experience leading groups in large team settings of 10 or more staff members
- Eye for aesthetic industrial design
- Ability to create and update RFPOs and facilities work orders in an ERP software
- Ability to work effectively in a team environment
- Ability to make independent judgments with limited information
- Communication skills for relaying data (verbally and in-writing) between other employees, vendors, and customers
- Logical and strategic approach to solving problems
- Ability to read and understand basic floor plans
ADDITIONAL REQUIREMENTS:
- Ability to lift up to 25 lbs. unassisted
- Ability to stand for long periods of time
- Ability to work all shifts and available for overtime and weekends as needed
- Must be willing and able to work weekends and non-standard work-week hours