Job Description
Looking for a friendly, team-oriented candidate to join our Front Desk/Housekeeping team at our Evergreen Valley Inn Resort in Stoneham, Maine.Work Hours:Part-time hours.Year-round.Work Schedule:Must be able to work weekends.Benefits are not eligible for this position.Position Summary:Front Desk:Processes all guest check-ins, check-outs, room assignments, and room change/late check-out requests.Secures payment; activate/reissue room keys.Ensures rates match established codes, and document exceptions.Communicates to appropriate staff when guests are waiting for an available room.Advises guest of messages.Clears departures in computer system.Coordinates with Housekeeping to track room status and guest concerns.Files guest paperwork or documentation.Operates telephone switchboard station.Runs and checks daily reports, contingency lists, and credit card authorization reports.Supplies guests with directions and information.Answers, records, and processes all guest calls, requests, questions, or concerns; follow up to ensure each has been met to guests' satisfaction.Counts and secures bank at beginning and end of shift.Processes all payment types, vouchers, paid-outs, charges, and provide change.Housekeeping:Assists in all aspects within the housekeeping department, up to but not limited to cleaning rooms or villas, house aide duties, and public space cleaning.Ensures room cleanliness meets inspection standards, enters status of rooms cleaned on assignment sheets.Completes checklists to report cleanliness and condition of each assigned area.Completes required housekeeping paperwork.Identifies room assignments and types of cleaning required for each room.Responds promptly to requests from guests and other departments.Enters guest rooms following procedures for gaining access and ensuring vacancy before entering.Reports accidents, injuries, and unsafe work conditions to manager; and complete safety training and certifications.Follows all company policies and procedures, ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets.Welcome and acknowledge all guests according to company standards, anticipate and address guests' service needs, assist individuals with disabilities, and thank guests with genuine appreciation.Speak with others using clear and professional language, prepare and review written documents accurately and completely, and answer telephones using appropriate etiquette.Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other associates.Perform other reasonable job duties as requested by Supervisors.Front Desk:Key Duties/Accountabilities Answers telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking, and relaying messages, and allowing the caller to end the call.Speaks to guests and co-workers using clear, appropriate, and professional language.Discusses work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.Talks with and listens to other associates to effectively exchange information.Exchanges information with other associates using electronic devices (e.g., pagers and two-way radios, email).Activates room keys using electronic key machine and reissue new room keys to guests as necessary (e.g., lost key) by verifying guest identity and using electronic key machine.Ensures rates match market codes and that any exceptions are documented and include an explanation.Secures valid form of payment (e.g., credit card, cash) prior to issuing room key.Processes all guest check-ins by confirming reservations in computer system verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures.Processes all check-outs including express check-outs, resolving any late and disputed charges, settling account, retrieving room key, and requesting comments on guest's stay.Accommodates requests for room changes when possible.Communicates to appropriate staff that there are guests that are waiting for an available room.Verifies and adjusts billing for guests.Sets up accurate accounts for each guest upon check-in according to their requirements (i.e., shares, separate room/tax/incidentals, comp).Assigns room according to guest request and preferences whenever possible.Informs guest of any messages (e.g., voicemail, mail, faxes) received for them and send to room if required.Keeps track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping.Clears departures in computer system to document that room