Front Desk/Housekeeper (PT) - EVI at Lemonjuice… · Stoneham

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 rooms are no longer occupied.
• Coordinates with Housekeeping to track readiness of rooms for check-in and to report guest concerns.
• Reviews requests for late check-outs and approve according to occupancy.
• Files guest paperwork or documentation.

Housekeeping: Key Duties/Accountabilities

• Adheres to quality assurance standards and expectations.
• Reports Work Related accidents or other injuries to management, follows Hazardous Materials Management Program protocols when handling disposal of any chemical, pesticide, bloodborne pathogen, etc. Ensures that staff wear PPE when needed.
• Schedules routine carpet/tile cleaning and deep cleaning of rooms.
• Attends periodic staff meetings with other department heads to discuss company policies and any guest complaints and makes recommendations to improve service and to ensure efficient operations.
• Plans and posts housekeeping, laundry, and houseman schedules to ensure adequate service. Prepares room assignments for rooms to be cleaned. Schedules midweek cleans for stayovers. Updates Front Desk Housekeeping daily worksheet. Informs and works with Maintenance Department regarding maintenance concerns and/or problems found in the Resort or in individual rooms. Reports status to the front desk. Checks ODH (On-demand-housekeeping).
• Inspects areas cleaned to ensure standards are met. Investigates complaints regarding housekeeping service and takes corrective action. Uses active listening techniques to de-escalate irate guests.
• Ensures staff dates and tags room number (if known) of all lost and found items left in rooms or on property and provides an up-to-date list to their supervisor. Brings items to a secure designated area and reports all lost and found items to the Front Desk.

Expected Conduct

• Utilizes professional language at all times.
• Consistently models professional behavior.
• Stays abreast and compliant with Company policies and government regulations regarding employment practices, as communicated by the Human Resources Department. Reinforces these practices with team members, especially in relation to harassment, discrimination, and hostile work environments.
• Remains calm during stressful and hectic periods.
• Self manages time and appropriate commitment to meeting goals.
• Plans accordingly for job duties to be fulfilled when absent or taking leave.
• Always presents a positive attitude with respect to the Company and co-workers.
• Always represents the Company, especially when in the presence of Company associates, vendors, and guests.

Qualities & Characteristics

• Strong customer service orientation and skills.
• Highly organized.
• Excellent time management and multi-tasking skills.
• Exceptional teamwork.
  
• Clear, concise communications skills (verbal and written).

Physical Demands

• Stand, sit, or walk for an extended period. Move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance.

Preferred Qualifications

• High school diploma or G.E.D.; or one to three month’s related experience and/or training; or equivalent combination of education and experience.
• One Year of Work-Related Experience.
  

Company Culture

• Celebrate Success
• Strive for Excellence
• Seek to Understand
• Adapt Quickly
• Tell the Truth
• Change Champions
• Human Centric