The Part Time Innkeeper is responsible for guest satisfaction, assisting with front desk operations, and supporting other hotel departments. They also handle some F&B responsibilities like the complimentary daily Social Hour. This person will also support when the General Manager has time off. This is a seasonal role.
reservation sales, handling all guest accounts efficiently and accurately, and assisting in all phases of the guest
experience, such as check-in, check-out, problem resolution, and setting up and maintaining the complimentary breakfast
offering. This position will also perform Room Attendant duties which include maintaining a clean, comfortable and
inviting environment. This position is responsible for maintaining the cleanliness of guest rooms as assigned. Consistently
ensures all areas of the hotel are cleaned to specified standards to achieve high levels of guest satisfaction.
General: This employee must display effective listening and communication skills, initiative, ability to work independently
and in teams, and lead by example. He/she must be able to exercise good judgment and discretion, display effective
problem-solving skills, and provide excellent customer service. Additionally, he/she must have the ability to multi-task,
maintain composure under pressure, and display a high level of professionalism, integrity, and follow through.
We expect our employees to approach their work with passion, enthusiasm, and attention to customer satisfaction. We
also expect our employees to champion, embrace and live the company values.
Our Values embody:
- Integrity: We are honest, genuine, and transparent in our interactions.
- Concern For Others: We care for each other and our guests.
- Collaboration: We value diversity and “come as you are” spirit and personality.
- Accountability: We make mistakes, learn from them, and strive for continuous improvement.
- Hospitality Soul: We have fun creating lifelong memories for each other and our guests.
Additional Information:
To apply for this position, you must be legally authorized to work in the United States. Upon hire you must complete the
I-9 form within the first 3 days of employment.
Essential Functions of the Job:
- Regular attendance and reporting to work on time, ready to begin your shift is an essential function of employment
(being tardy places an unfair burden on the team)
- Ability to work flexible schedules (including weekends, nights, holidays) to meet hotel/guest needs.
- Communicating effectively, both verbally and in writing (i.e., use appropriate language, display proper tone, attitude
and body language when communicating)
- Ability to understand and follow instructions as directed by supervisor/manager.
- Working Safely is a condition of employment. All employees must follow the safety policies.
- Performing the job duties as described. (Reasonable accommodations will be considered in accommodating
disabilities. If you believe you need an accommodation, please speak with your supervisor, General Manager, or
Human Resources)
Expectations of all Employees:
- Be polite, courteous, and helpful to all guests and coworkers, displaying a positive “can do” attitude while maintaining
a high level of professionalism consistent with the company values.
- Acknowledge our guests with a smile and friendly “hello.” Promptly attend to guest needs
Job Description – Guest Service Associate Innkeeper
06/01/2024 Page 2 of
- Comply with all hotel policies and procedures, i.e., Employee Handbook, Conduct Policy, Safety Policy, etc.
- Comply with guest privacy standards.
- Report to your supervisor or the MOD, immediately, all injuries occurring while on duty, no matter how minor.
(Fraud, Dishonesty and False Statements regarding an injury will result in disciplinary action up to and including
termination)
- Act as a safety and security agent by identifying and reporting potential risks to guests and/or employees to the
Manager or General Manager
- Arrive to work on time (follow call-out policy), and in appropriate work attire, (uniform, footwear) neat in appearance.
- Complete work in a timely manner and meet productivity standards/expectations.
- Keep work area clean, neat, and well organized.
- Demonstrate a team behavior and attitude of working together effectively to accomplish tasks (even if outside
specific job duties)
- Seek approval from management prior to working overtime (i.e., punching in early or staying beyond scheduled shift)
- Perform additional duties as assigned.
Job Duties: (add specific job duties)
Guest Service:
- Welcome and check-in guests in a friendly and efficient manner, demonstrate excellent customer service and phone
etiquette
- Accountable for assigned cash drawer(s) and cash balances (make correct change)
- Answer and transfer calls in timely (preferably 3 rings) and courteous fashion
- Manage all aspects of the reservations process (process room reservations, secure deposit and send confirmation);
use suggestive selling techniques, stay abreast of local rates, in-house strategy, group and special rate plans and
packages, available inventory, etc.
- Monitor reservations email account; reply to e-mail correspondence in a timely, courteous, and professional manner;
process e-mail requests/reservations accordingly
- Understand how to check room availability and housekeeping/maintenance status, ensure against overbooking, and
that guests are provided an inspected room
- Maintain full knowledge of all room types, features, locations, rates
- Verify accuracy of information in property management system by entering data correctly and checking daily arrivals
- Effectively handle all guest inquiries, requests and complaints; confirm guest needs have been met; timely alert
manager on duty to any unresolved complaints
- Communicate effectively with all departments
- Develop a working knowledge of local attractions, business locations, and points of interest
- Review daily activities and groups, communicate details with co-workers and guests as needed
- Direct traffic inside the hotel with vendors, overnight guests, employees, meeting attendees, restaurant/ lounge
guests, visitors
- Know location, basic troubleshooting and relevant contact list for all major hotel systemsØ Knowledge of all hotels
services, amenities, and hours of operation
- May be first point of contact during any emergency; be familiar with all emergency procedures as documented in
hotel Emergency Manuals
- Accurately handle all in-house accounts including guest names, room charges, methods of payment, special requests,
etc.
- Handle services for guests including guest mail, messages, telephone calls, faxes, wake-up calls, after-hours requests
(i.e., extra towels, pillows etc.) ,and general inquiries
- Confirm guest satisfaction at check-out and take appropriate corrective action if necessary. Say, “Thank you.”
- Perform daily reporting requirements based on specific hotel needs
- Ensure transfer of information from shift to shift at the Front Desk
- Keep adequate inventory of front desk and guest supplies available at all times. Communicate shortages as
necessary
- Understand operation of guest room features, i.e. HVAC units, thermostats, showers, windows, etc.
Job Description – Guest Service Associate Innkeeper
06/01/2024 Page 3 of
Breakfast:
- Ensure fresh coffee has been made and is available for guests; set up and maintain required beverages,
condiments, cups and glassware
- Set up breakfast buffet and replenish area with food and beverage items
- Set up tables and chairs for breakfast, keep lobby and kitchen areas clean, neat and organized, put plastic bags
in waste receptacles, and wipe down tables and chairs
- Ensure that the sufficient breakfast food and supply inventory is available for the breakfast offering
- Maintain sanitation and safety standards
- Welcome and engage guests in a professional manner with a smile, a warm greeting, and use their last name
when known; observe and interact in a helpful manner, assess their needs
- Respond positively to guest inquires and requests and attempt to resolve complaints
- Perform opening, closing and side work duties
- Clean and break down breakfast area when breakfast ends
- Use the rooms forecast for the next day’s inventory and bring supplies to the kitchen. Alert Guest Service
Manager when stock need to be reordered
Room Attendant:
- Complete tasks according to required standards within set time limits (i.e., minutes per occupied room)
- Stock cart sufficiently based on room assignments
- Utilize reports from Executive Housekeeper to avoid disturbing guests and maximize efficiency
- Wear protective gear such as gloves, goggles, kneepads, etc. to work safely and prevent injury
- Remove all dirty linen from beds and bathrooms and assess for blood borne pathogens. (It is the
expectation that beds be stripped and refreshed with “clean” linen. Choosing NOT to change
bedding will result in corrective action up to and including immediate termination.)
- Remove trash and replace liners where necessary
- Make beds neatly with fresh sheets and pillowcases, clean mirrors, windows and frames, dust all furniture,
fixtures and frames; ensure furnishings and fixtures are cleaned and placed properly (perform deep cleaning
tasks when necessary)
- Clean entire bathroom including floors, tubs, toilets, sinks and surfaces by kneeling, bending, squatting
- Read and follow safety labels on chemical bottles (Do Not Mix); understands the uses of all cleaning equipment;
refer to SDS sheets before use
- Clean carpeting with vacuum and hose attachments for corners and edges
- Turn in all articles found in room to Executive Housekeeper; ensure items are properly dated, bagged and
tagged
- Ensure all guest supplies are replenished daily consistent with brand standards
- Verify items in guestroom are in good working order including TV’s, lights, radio/clocks, hair dryer, coffee
makers, A/C, heat
- Communicate problems needing repair to maintenance, timely
- Report to Supervisor any potential dangers including suspicious behavior, broken glass, leaks, electrical issues,
etc. (Do not attempt to dispose of dangerous substance without supervision)
- Promote security by keeping doors locked; restrict access to guestrooms and keep keys on person at all times;
keep carts in front of doorways while inside the guestroom
- Report damage, abuse or smoking in non-smoking rooms to the Supervisor
- Check climate control for working conditions and leave on appropriate temperature before leaving the room
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.
