The Wilson Hotel - Residence Inn Big Sky

Job Description:  Responsible for creating an Impressive Breakfast experience for all hotel guests.  Assist guests efficiently and courteously in all hospitality related functions, while ensuring that all breakfast and/or hospitality food service is being maintained and served according to brand standards.  

QUALIFICATION STANDARDS

Education & Experience:

• High School diploma or equivalent and/or experience in a hotel or a related field preferred
• Prior hospitality/serving experience preferred.

Physical Requirements:

• Long hours sometimes required.
• Medium work - Exerting up to 50 pounds of force occasionally, and/or 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Ability to stand during entire shift.

Desired Competencies, Work Skills, and Knowledge required: 

• Ability to multi-task.
• Basic knowledge of food and beverage preparations, service standards, guest relations and etiquette.
• Knowledge of the appropriate table settings and service ware.
• Possess strong communication skills.

ESSENTIAL FUNCTIONS

• Maintain a professional appearance, both in person and of buffet set-up at all times
• Responsible for set up, stocking and tear down of buffet
• Oversee/Assist with inventory and prep-room cleanliness and upkeep
• Ability to verbally communicate effectively with all guests and co-workers
• Ability to perform all breakfast duties as outlined in the training outline and property specific check lists
• Prolonged periods of standing and/or walking
• Some exposure to cleaning chemicals
• Assist in maintaining cleanliness of public areas
• Compliance with all brand Standard Operating Procedures as well as OSHA requirements
• Maintain temperature logs and sanitation requirements as outlined in Brand Specific Food Safety Requirements
• Certified in food handling within 60 days of assignment by approved brand trainer
• Comply with standards as outlined in brand food sanitation checklists
• Assist guests with requested services (e.g. mail, faxes etc)
• Report malfunction of equipment to Maintenance immediately
• Assist team with training, supplies, and support in order to consistently provide brand standards
• Practice safety standards at all times

GUEST RELATIONS

• Be readily available/ approachable for all guests.
• Take proactive approaches when dealing with guest concerns.  Follow property specific second effort and recovery plan. 
• Uses Service recovery model to resolve guest issues
• Professionalism and courtesy are to be extended at all times to guests, associates, and vendors

OTHER REQUIREMENTS

In addition to performance of the essential functions, this position may be required to perform a combination of supportive functions, determined by the GM:  

• The hotel operates 7 days a week, 24 hours a day.  Schedules must accommodate fluctuating business demands and associates may be asked to work shifts other than those they prefer or normally work.
• Carry out all reasonable requests by leadership team.
• Comply with department uniform and appearance standards.

TITLE: EVENT MANAGER

Job Description: Responsible for preparing all event documentation and coordinate with Sales, F&B and other property departments to ensure consistent, high-level service throughout pre-event, event and post-event phases. Communicate and coordinate functions with customer and serve as the liaison between the customer and other departments/managers. Recognize opportunities to maximize revenue opportunities by up selling and offering enhancements to create memorable and outstanding events. Position will require some direct sales efforts.

ESSENTIAL FUNCTIONS

• Ensure events progress seamlessly by following established procedures, collaborating with other associates, and ensuring accuracy. Desire and ability to perform direct outside sales when called upon.
• Takes responsibility for the event from Director of Sales & Marketing or Sales Manager once contracts have been signed.
• Coordinate details of the event with customer; documents Banquet Event Order (BEO).
• Lead the BEO & alongside with the Group/Event Resume meetings as needed.
• Greet customer during the event phase ensures all requests have been identified and implemented.
• Manage all designated group room blocks and all contracted meetings and events between The Wilson, Block 3 and Tips up.
• Identify operational challenges associated with the event and determine how to best work with the Director of Sales & Marketing, Director of Food & Beverage and property General Managers to develop alternative solutions.
• Working with the onsite GM or AGM along with group contact with any challenges day or night of event solving the challenge or coming up with a suitable alternative solution. 
• Builds and strengthens relationships with existing and new customers to enable future bookings. 
• Understanding the overall market- Competitors’ strengths and weaknesses, economic trends, supply, and demand withing the events, catering and group business through big sky and our comp set.
• Assis within the sales department by developing and implementing hotel specific selling, event, and banquets strategies.   
• Mentor and develop banquet team either within our restaurant staff or on call staff when it comes to any banquet set up, catering and event execution. 
• Writing up a post-con of all events with in three days after the event. 
• Use experience and judgment to integrate current trends in event management and event design.
• Responsible for all event, meeting, catering, and banquet through the outlets along with direct sales of certain group segments, as established by the Director of Sales & Marketing.
• Help with training, management and development of our Sales and Events Coordinator when needed. 
• Position may require outside sales calls, trade show/event representation, as well as participation in client and industry events.
• Participate in customer site inspections and assist with the sales process as necessary.
• Ensure billing accuracy and conducts bill review with the client prior to processing final invoice.
• Deliver excellent customer service throughout the customer experience and encourage the same from other associates and managers.
• Coordinate and communicate event details both verbally and in writing to the customer and property operations.
• Make presence always known to customer during the event.
• Oversees all aspects of a banquet, meeting, catering or event that includes the set-up, execution and clean up of the event. 
• Respond to and handle guest problems and complaints.
• Ensure all associates and managers understand expectations and parameters for event activities.
• Conduct formal pre- and post-event meetings as required to review communicate guest needs and feedback.
• Review comment cards and guest satisfaction results with associates and managers
• Perform other duties as assigned to meet business needs.

Requirements:

TECHNICAL SKILLS

• Excellent verbal and written skills.
• Able to use advanced computer systems (client tracking, inventory control, forecasting tools).
• Direct sales experience.
• Goal-oriented and creative personality.
• Excellent guest relation skills.
• Ability to use Marriott & sales systems (i.e. Marsha, Fosse, SFAWeb, Delphi)

ASSOCIATE RELATIONS

• Ability to work as a team player with all levels of hotel staff.
• Create and nurture a hotel environment that emphasizes motivation, empowerment, teamwork and a passion for providing service.
• Be readily available & approachable for all team members.
• Assist supervisors in understanding team members’ ever changing needs and expectations, and exceed them.
• Take proactive approaches when dealing with associate concerns.
• Extend professionalism and courtesy to team members at all times.
• Celebrate and foster decisions that result in successes as well as failures.

GUEST RELATIONS

• Be readily available/ approachable for all guests.
• Accommodate guest special requests.
• Answer guest questions regarding local area facilities and services.
• Take proactive approaches when dealing with guest concerns. Follow property specific second effort and recovery plan.
• Ensure staffing levels allow team members to exceed guest needs.
• Extend professionalism and courtesy to guests at all times.

Opportunity:  Front Desk Manager

Manage front desk operations to ensure staff meets company operational standards while providing the highest level of guest service.

Potential Career Path   

Front Office Manager – Rooms Division Manager – Assistant General Manager

Essential Job Functions

• Interview, select, train, schedule, coach and support associates, ensuring they perform in accordance with established brand or hotel standards and consistent with HHM core values.   
• Oversee all front office operations in the absence of the Assistant General Manager. 
• Remain an active participant at the front desk, including checking in/out guests, preparing bills and handling guest requests.
• Resolve guest complaints and concerns by conducting thorough research of the situation and determining the most effective solutions.
• Respond to brand Guest Alerts for resolution as needed.
• Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction.
• Participate in lobby ambassador and other activities related to interacting with guests on an individual level. Thus creating a relationship and culture that will result in repeat stays.
• Assist in hotel food and beverage when needed, where applicable.
• Assist in monitoring of front office financial operations and ensure front office compliance with accounting controls and procedures.
• Assist in development, implementation and monitoring of daily, weekly, monthly, and annual department-wide budgets and forecasts.
• Review correspondence from guests and incident logs; direct staff according to information obtained.
• Review all brand correspondence for updates to procedures and standards and ensure all is communicated to the staff.
• Ensure front office supplies and merchandise for the gift shop and or market are fully stocked, and inventory is maintained.
• Work with the Sales office to ensure group resumes and group rooming lists are inputted and maintained.
• Monitor occupancy of guest room space to ensure most efficient use and minimize overbooking.
• Follow sustainability guidelines and practices related to HHM’s EarthView program.
• Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards.
• Perform other duties as requested by management.

Position Requirements

• Associate’s or Bachelor’s degree preferred.
• 1 to 3 years hospitality related experience, including front desk operations experience.
• PMS experience preferred
• Management experience preferred

Work Environment and Context

• Work schedule varies and may include working on holidays and weekends and alternate shifts.
• Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending and reaching, stooping, kneeling, or crouching.

What We Believe

People Are Our Capability – Hearts That Serve – Only Excellence – Stay Nimble - Own It

Greet and register guests, provide prompt and courteous services, and close out guest accounts upon completion of stay. Assist guests efficiently and courteously in all functions, while projecting high standards of service and professional hospitality at all times.

QUALIFICATION STANDARDS

Education & Experience:

• High School diploma or equivalent and/or experience in a hotel or a related field preferred
• Prior hospitality experience preferred.

Physical Requirements:

• Ability to stand and move throughout front office and continuously performs essential job functions.
• Exerting up to 25 pounds of force occasionally, and/or up to 15 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Occasional twisting, bending, stooping, reaching, standing, walking.
• Frequent talking, hearing, seeing and smiling.

Desired Competencies, Work Skills, and Knowledge required: 

• Considerable skill in the use of a calculator and prepare moderately complex mathematical calculations without error.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and help resolve conflicts.
• Ability to access and accurately input information using a moderately complex computer system.
• Hearing and visual ability to observe and detect signs of emergency situations.

ESSENTIAL FUNCTIONS

FRONT DESK 

• Assist guests by:
• Properly assign room locations, rate room selling strategies, and guaranteed or requested room types.
• Have daily knowledge of groups or functions in-house and local current events.
• Understand qualified discounts, their availability and application of vouchers.
• Accurately handle future and same day reservations or take walk-in guests.
• Check-in and check-out guests in a knowledgeable, efficient, and professional manner.
• Assist guests with safe deposit box use at Front Desk.
• Post, correct, or adjust charges to guest account as necessary.
• Be knowledgeable of hotel credit, cash in advance, and check cashing procedures.
• Maintain accuracy in cash handling procedures.
• Perform all shift checklist responsibilities.
• Familiar with frequently used Standard Operations Procedures.
• Basic knowledge of how to operate all Front Office equipment.  Ability to solve basic equipment problems and/ or who contact for resolution.
• Support team members to ensure the team’s entire workload is completed daily.
• Actively identify barriers and attempt to resolve within the team.
• Nurture team and teamwork concept.
• Trained on all hotel emergency procedures, equipment, and utility shutoffs.

ROOMS CONTROL 

• Assist the hotel operation by completing the following responsibilities: 
  • Blocking rooms for same day based on: VIP’s, specific location or views guaranteed to groups.
  • Communicate with Manager regarding status of groups.
  • Communicate with Housekeeping regarding VIP arrivals and expediting VR rooms.
  • Run hourly house counts and confirm selling strategy with Manager/ Supervisor.
• Willingness and ability to train new associates.
• Communicate pertinent shift information to Manager/ Supervisor and team members both verbally and in writing via logbook.  Update as necessary. 
• Pass-on pertinent information to next shift.  Group information, current selling strategy, follow-up required for guests or shift responsibilities.

PBX 

• Familiar with property, departments, hours of operation, and services of the hotel.
• Answer phones within 3 rings using proper greeting and etiquette.
  • Understand and carry out specific duties for: fire alarms, bomb threats, and medical emergencies.
  • Ability to make long distance, international, or special billing telephone calls.
  • Receive and deliver clear and professional messages in PMS and offer assistance with voice mail.
  • Answer basic Front Office related questions.
  • Properly send, receive, and log faxes in a timely manner.
  • Properly accept, log, and maintain mail in an organized manner.
  • Report, log, and follow-up on telephone equipment malfunctions.
  • Confirm, record, and deliver wake-up calls (using manual sheet and/ or switchboard).
  • Use and explain the use of TDD equipment for hearing impaired.
• Assist team in completing daily responsibilities.

GUEST RELATIONS

• Be readily available/ approachable for all guests.
• Take proactive approaches when dealing with guest concerns.  Follow property specific second effort and recovery plan. 
• Extend professionalism and courtesy to guests at all times.
• Personal and business conversations among associates should be stopped in order to assist guests.
• Remain highly visible and be readily available for guests at all times.
• Demonstrate self-confidence, energy and enthusiasm when interacting with guests.
• Demonstrate discretion when dealing with confidential guest matters.

OTHER REQUIREMENTS

In addition to performance of the essential functions, this position may be required to perform a combination of supportive functions, determined by the GM:  

• The hotel operates 7 days a week, 24 hours a day.  Schedules must accommodate fluctuating business demands and associates may be asked to work shifts other than those they prefer or normally work.
• Carry out all reasonable requests by leadership team.
• Comply with department uniform and appearance standards.

Job Description:  Responsible for the preventive maintenance of hotel guest rooms, public spaces, and all related equipment, following company and brand standards, to ensure high standards of maintenance and guest satisfaction.

QUALIFICATION STANDARDS

Education & Experience:

• Basic reading, writing and math skills, is preferred. 
• Minimum 1 year experience in a similar role 

Physical Requirements:

• Be able to work in a standing position for long periods of time up to 8 hours a day.
• Exerting 85 + pounds of force occasionally, and/or 50 pounds of force frequently and/or up to 20 pounds of force constantly to lift, carry, push, pull or otherwise move objects.

Desired Competencies, Work Skills, and Knowledge required: 

• Positive attitude and ability to deal with wide variety of people.
• Ability to perform assigned duties with attention to detail, speed accuracy, follow through
• Service and detail oriented.
• Ability to communicate effectively both written and verbal, with associates and guests.
• Ability to work independently with minimum supervision.

ESSENTIAL FUNCTIONS

MAINTENANCE SKILLS

• Maintain work order system, as well as completing work orders on a timely basis.
• Work with Chief Engineer and Management team to identify and accomplish all technical and skilled related projects, including but not limited to:
• Guest room repair issues (caulking, tile repair, painting, appliances, etc)
• Assist in the monitoring of Hotel key control system.
• Carpet repair; floor tile repair.
• Basic plumbing repairs.
• Basic electrical repairs.
• Painting, minor roof repairs, and other exterior projects.
• Pool and exercise room / equipment repairs.
• Complete guest room checklist as scheduled.
• Report completed guest room care maintenance to Chief Engineer.
• Maintain a current inventory of parts and materials.
• Participate in the keeping of a maintenance work order log.
• Check exterior grounds, fences, and lighting for upkeep requirements as needed.
• Preventive maintenance of HVAC equipment, clean coils and filters as needed.
• Responsible for pool maintenance procedures; read and supply chemicals to system.
• Check smoke alarms on a regular schedule.
• Assist Chief Engineer in identifying persistent, consistent, or major maintenance problems.
• Communicate to the requesting party the completion of maintenance requests.
• Carry our any reasonable request courteously and politely.
• When required, report to Hotel in bad weather conditions for maintenance of Hotel’s exterior (snow shoveling, ice melting, etc.)

TECHNICAL SKILLS

• Must comply with all department, hotel, and corporate standard operating procedures.
• Responsible for knowing Hotel emergency procedures.
• Willingness to respond to emergency situations on short notice.

GUEST RELATIONS

• Be readily available/ approachable for all guests.
• Answer guest questions regarding Hotel and local area facilities and services.
• Take proactive approaches when dealing with guest concerns.  Follow property specific second effort and recovery plan. 
• Ensure staffing levels allow team members to exceed guest needs.
• Extend professionalism and courtesy to guests at all times.

OTHER REQUIREMENTS

In addition to performance of the essential functions, this position may be required to perform a combination of supportive functions, determined by the GM:  

• The hotel operates 7 days a week, 24 hours a day.  Schedules must accommodate fluctuating business demands and associates may be asked to work shifts other than those they prefer or normally work.
• Carry out all reasonable requests by leadership team.
• Comply with department uniform and appearance standards.

Job Description:  Clean and stock guest rooms, following company and brand standards, to ensure high standards of cleanliness and guest satisfaction.

QUALIFICATION STANDARDS

Education & Experience:

• Basic reading, writing and math skills, is preferred. 
• No experience necessary.

Physical Requirements:

• Be able to work in a standing position for long periods of time up to 8 hours a day
• Exerting up to 75 pounds of force occasionally, and/or 50 pounds of force frequently and/or up to 20 pounds of force constantly to lift, carry, push, pull or otherwise move objects.

Desired Competencies, Work Skills, and Knowledge required: 

• Positive attitude and ability to deal with wide variety of people.
• Ability to perform assigned duties with attention to detail, speed accuracy, follow through
• Service and detail oriented.
• Ability to communicate effectively both written and verbal, with associates and guests.
• Ability to work independently with minimum supervision.

ESSENTIAL FUNCTIONS

HOUSEKEEPING

• Clean bathtub, toilet, sink, walls, mirrors, tiles, counters, and floor surfaces using cloths, mops, sponges, brushes, and/or cleaning agents by extending arms over head, bending and stooping.  Clean rooms according to property specific and system standards.
• Strip and make beds, change bed linens (may require lifting bedspreads weighing a maximum of 50 pounds).
• Dust all furniture, pictures, drawers, window ledges, and shelves thoroughly.
• Push and pull vacuum throughout entire room.
• Empty trash.
• Replenish amenities, linens, and supplies in guest room.
• Retrieve, push and restock heavy cart.  
• Visually inspect room for cleanliness and appearance; signify completion for room.
• Able to perform all housekeeping associate duties as outlined in the training program and property specific checklists.
• Operate all equipment in correct and safe manner.  Able to push and/or pull equipment weighing up to 100 pounds.
• Able to communicate effectively with other associates, as well as guests.
• Able to follow instructions, directions, and meet deadlines, including the thorough cleaning of minimum 15 rooms as specified by management.

TECHNICAL SKILLS

• Must comply with all department, hotel, and corporate standard operating procedures.
• Responsible for knowing Hotel emergency procedures.
• Willingness to respond to emergency situations on short notice.

GUEST RELATIONS

• Be readily available and approachable for all guests.
• Take proactive approaches when dealing with guest concerns.  Follow property specific second effort and recovery plan. 
• Extend professionalism and courtesy to guests at all times.
• Greet guests in public areas of hotel. 

OTHER REQUIREMENTS

In addition to performance of the essential functions, this position may be required to perform a combination of supportive functions, determined by the GM:  

• The hotel operates 7 days a week, 24 hours a day.  Schedules must accommodate fluctuating business demands and associates may be asked to work shifts other than those they prefer or normally work.
• Carry out all reasonable requests by leadership team.
• Comply with department uniform and appearance standards.