Job description

Come join our team at the Tolley Group! We are a fast growing hotel group with three hotels in the South Portland area. We pride ourselves in creating a work environment with very little work drama and more importantly low employee turnover. If you are looking for a fun and rewarding place to work for years to come this is the perfect opportunity for you. With having our three hotels so close together, there is great opportunity for growth within our company. We are a company that believes in the team starting the day together and ending the day together, every day of the week.

Our team members enjoy these great benefits:

• Close proximity to the Maine Mall bus stop, making getting to and from work a breeze!
• A great benefits package including health, vision, dental, PTO, 401k and more!
• Part time team members also earn PTO.
• Holiday pay
• Internal growth for those who want it.

Overview:

This position maximizes revenue and creates value by providing excellent customer service. This includes effective reservation sales, handling all guest accounts efficiently and accurately, and assisting in all phases of guest experience such as check-in, check-out, and problem resolution.

Additional Information:

In order 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.

We expect our employees to approach their work with passion, enthusiasm, and attention to customer satisfaction. We strive for an atmosphere that embraces fun, accountability, concern for others, continuous improvement, and trust. This helps us be a work place were people enjoy coming to work.

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

· 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, foot wear and name tag) 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 and Responsibilities:

· 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 e-mail 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 systems

· 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.

Skills Required:

Provide high level customer service, communicate effectively with guests and team members, follow instructions, ability to learn quickly, pay attention to detail, and maintain composure when working under pressure; demonstrates very good phone skills

Experience / Education:

Prior customer service experience is preferred; high school diploma and/or equivalent work experience preferred, but not required

Performance Measurement:

90 Day performance review, ongoing feedback from supervisor, attendance, productivity, feedback from others, guest comments, Brand Scores, cash over/short, Signature, etc.

Physical Demands:

This is a physically demanding job that requires extended periods of walking and standing with some bending and lifting. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Job Type: Full-time

Pay: From $16.00 per hour

Benefits:

• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Weekend availability

Supplemental pay types:

• Bonus pay
• Signing bonus

Experience:

• Hotel experience: 1 year (Preferred)

Work Location: In person

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