The Kennebunkport Inn is a historic, charming, and upscale hotel located just steps from all the shops and restaurants in Dock Square. We are seeking a dynamic, personable individual to be the nighttime face and personality of our property who guests, locals and tourists alike can turn to for answers, advice, and assistance after the rest of our staff have left for the day. While this position is based out of the Kennebunkport Inn, this role will be responsible for all incoming overnight guest needs of the resort collection.
The selected candidate will be a respected member of our team as well as a highly visible and essential part of every guest’s experience. From checking in late-arriving guests and taking reservations over the phone to resolving customer service challenges and maintenance issues, this position requires exceptional verbal communication skills and a positive attitude.
After guests have retired for the evening, you will review the billing receipts for all registered guests to make sure all charges are correct. We will provide step-by-step instruction and training to handle all accounting-related responsibilities with confidence.
Whether you’re just beginning your hospitality career and want to acquire a wide range of experience or you’re a seasoned customer service professional seeking a position you can truly call your own, we welcome all applications. The ideal candidate will take a personal interest in every guest’s satisfaction and remain calm and cheerful in challenging situations. If this sounds like you, we’d love to hear from you.
Responsibilities:
- Use PMS to review property occupancy levels.
- As the sole representative for the company during overnight shifts, take full responsibility of the security of premises and act as property leader in case of emergency. Act promptly to notify emergency services and upper management if an issue arises.
- Conduct property walk-throughs and inspect all public spaces to ensure safety, cleanliness, and security.
- Problem solve to correct small maintenance and housekeeping inquiries, such as assisting with TVs, heat and air conditioning, replacing of remote batteries, delivering additional linens, etc.
- Communicate a thorough report of overnight happenings to daytime team members.
- Provide telephone services for guests, vendors, and all incoming inquiries and direct calls to the appropriate personnel.
- Adhere to all provided KRC service scripts when addressing guests in person or over the phone.
- Greet and welcome all guests in a professional and hospitable manner. Interact with guests in a respectful, cheerful, and polite manner. Engage to ensure we are meeting all guests’ needs.
- Build welcome packets and issue keys as assigned.
- Direct guests as they arrive onto property accordingly.
- Check in guests upon arrival and securely provide them with a room key. Communicate all necessary property and area information for them to have a successful stay.
- Verify guests' identification upon check in and as needed upon room key requests.
- Verify guest payment method at check in and check out. Complete the necessary authorization upon check in, and final processing of payment upon check out.
- Have full knowledge of all parking options on property.
- Be informed of all events taking place on property.
- Assist guests in getting luggage to their rooms. Work closely will drivers and front desk agents to maximize guest experience.
- Be fully knowledgeable of guest charges and fees and be able to explain fees and charges to guests.
- Monitor guest accounts and post necessary charges as they occur. Monitor guest room charges posted by the restaurant and through group events.
- Review accounts and charges with guests during the checkout process. Print a final folio/invoice for guests review prior to collecting final payment and answer any billing questions.
- Monitor and assign rooms in guest services system as reservations come in. Advise housekeeping staff when rooms have been vacated and are ready for cleaning.
- Working knowledge of all rates, packages, groups, and booking restrictions.
- Have a thorough working knowledge of hotel guest services/property management system.
- Awareness of guestroom availability.
- Inspect guest rooms for arrival.
- Review administered reports daily, such as in-house rooming list, arrivals and departures.
- Communicate closely with other departments, such as when a guest reports a maintenance work order or housekeeping issue to be addressed. Use Whistle to submit maintenance tickets and monitor cross-departmental communication during shift.
- Receive and expedite all guest messages, packages, and mail received.
- Make and confirm reservations over the phone as staffing allows and when the reservations department is not available. Work closely with centralized reservations team to align on room deposits, specialty reservations, VIPs, and groups.
- Interdepartmental communication via email and Microsoft teams
- Answer inquiries pertaining to hotel services, registration of guests, and shopping, dining, entertainment, and travel directions. Work closely with concierge when appropriate and necessary.
- Monitor completion of Front Office shift reports/communication daily.
- Maintain the lobby, sitting areas, and front desk area, ensuring beverage and snack stations are replenished and clean. Fix any uncleanliness, waste, newspapers/brochures, etc.
- Set up signage for events and prepare areas for programming or activities functions.
- Assist Guest Service Manager with inventory of breakfast/housekeeping dry good, ordering, and placing away orders.
- Handle and oversee all lost and found inquiries, following proper guidelines. Work with housekeeping to ensure all items are reported, logged, and returned to the guest as soon as possible.
- Securely retain guests' valuables in hotel safes or safe-deposit boxes as requested.
- Responsible for safekeeping and issuance of managerial keys.
- Responsible for safety and handling of department banks and any cash drawers. Count bank /with witness upon shift turnover. Ensure cash and any bank keys remain secure for duration of shift.
- Post and drop/deposit all incoming revenue per shift.
- Attend departmental meetings and training sessions as required. Assist in training new staff as requested.
- Review amenity orders for incoming arrivals. Make amenity deliveries to guest rooms as required.
- Set up continental-style breakfasts and breakfast delivery service for guests
About Kennebunkport Resort Collection: The Kennebunkport Resort Collection is a portfolio of diverse, luxurious lodging and dining options offering stylish and unique hospitality in Kennebunk and Kennebunkport. Our growing hospitality group includes Hidden Pond//Earth at Hidden Pond, Tides Beach Club//Goose Rocks Beach House, Cape Arundel Inn & Resort//Ocean Restaurant, Kennebunkport Inn//The Burleigh Restaurant, Cottages at Cabot Cove, The Grand Hotel//Rosella, The Boathouse Waterfront Hotel & Restaurant, Yachtsman Hotel & Marina Club, and Lodge on the Cove//The Dory.
KRC is proud to offer competitive wellness options and perks for both Part Time and Full Time employees;
- Employer-subsidized medical, dental, and vision insurance
- Company-funded $25K in complimentary life insurance and $1K/mo. in disability
- Optional Disability, Life and AD&D, Critical Illness, and Accident Insurance options
- Additional Health & Wellness benefits including prescription and gym membership discounts
- Generous Paid Time Off package including Employer Paid Leave plus immediate Paid Vacation accruals
- Flexible and understanding work-life equality
- Family Matters Program of 3+ months paid parental leave for new parents
- 401k employer match, up to 4% of salary
- Competitive wages with ongoing market analysis with annual performance evaluations and compensation adjustments
- Discounted employee and immediate family hotel rates as low as $59 per night at EOS Hospitality portfolio locations
- Food and Beverage discount of 50% Off at EOS Hospitality portfolio locations
- Gold Card annual complimentary restaurant allowance for managers
- Discounted lodging rates from New England Inn & Resort Association partners
- Pathways for growth and professional development including training and tuition reimbursement
- Relocation assistance to temporary employer housing
- Incentive opportunities for both hourly and managerial roles
- Supportive, open workplace culture
- Company-funded Employee Assistance Program for life and mental health resources
Why Join our team? Join our community of ambitious, thoughtful, and dedicated hospitality professionals delivering exceptional guest experiences. At Kennebunkport Resort Collection, we encourage creativity, ownership, and problem-solving at all levels of our organization, and we are committed to weaving diversity, equity, and inclusion into every aspect of our business.
As a Kennebunkport Resort Collection employee, we welcome you to join us in making a community impact. Our KRC Cares team partners with community leaders and like-minded businesses to advance our community services, such as toy drives, beach cleanups, and other charitable causes around the community. Our Community Impact project allows a 1% Impact Fee to be donated to hand-picked local organizations focusing on affordable housing, protecting wildlife habitats, and creating spaces for the youth of our community.
Kennebunkport Resort Collection offers customized learning opportunities for all employees. We work to carve out a path for internal leaders with motivated career goals. Annual conferences, mentorships, scholastic reimbursements, internships, and company-funded leadership development opportunities are just some of the ways we support our associates.
Ready to learn more? Visit us online at www.kennebunkportresortcollection.com (http://www.kennebunkportresortcollection.com) and explore our parent company, EOS Hospitality at www.eoshospitality.com (http://www.eoshospitality.com) for more information about the amazing ways we’re making a difference.
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Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
