ESSENTIAL DUTIES:

• Must instill a calm, organized approach in all situations.  Coach employees how to resolve and de-escalate conflicts.   Instill a “can-do” and guest service attitude in all employees.
• Must develop and implement strategies for the Rooms Division focusing on customer service improvements and operational efficiency.
• To work with Hotel Revenue manager to drive and understand revenues and seasonal impacts with the upmost of communication and training to maximize revenues.
• To understand and respond to all guest and residence needs and request in a timely and professional manner.
• To assist the Guest Service team in exceeding guest expectations and employee performance through a Concierge-style service for all guests both FIT and Group
• Manage guest needs and requests with internal team.
• Ensure that a strong and continuous line of communication within internal departments and guests is implemented and followed.
• To hire, recruit, train, schedule, support, review, discipline, and terminate employees directly accountable to his/her position, to maintain highest possible levels of employee morale and department productivity.
• To monitor overtime and manage labor to ensure that payroll cost stay within budgetary guidelines.
• To provide gracious and sincere customer service to all arriving hotel guests, including offering the assistance of a bell person; giving directions to guests to restaurant, and other hotel facilities; and distributing and explaining package introduction letters, where applicable.
• To provide feedback to the General Manager on guest issues.
• To ensure the proper handling of guest check-ins by Guest Service staff, including welcoming guests; obtaining; identification and establishing credit; accurately completing all necessary paperwork; accurately entering information into hotel computer system; explaining to guests all aspects of their package format or group arrangements; and ensuring guest satisfaction with rooms and other arrangements.
• To manage all specified procedures in administering the affairs of the Concierge desk, including shipping, directions, dinner reservations, tickets, gift certificates and amenities.
• To manage all specified procedures in administering the affairs of the Bell/Valet department, including coordination of bag pull, ski/board valet, transportation, parking vehicles, rooming guests, amenity deliveries, up selling, property explanation.
• To work closely with Engineering department and communicate all hotel maintenance requests.
• To assist in the management of housekeeping and contracted cleaners to ensure seamless communication on stayovers, check ins, and checkouts.
• The Director of Rooms will ensure and maintain cleanliness, service and product quality standards of guest rooms, public spaces, restrooms, offices, and banquet/meeting/conference rooms in accordance with federal, local and company health, sanitation and safety standards.
• To utilize Revinate and online reviews to communicate and enhance service to our guests.
• To utilize SQS and shopping scores to communicate and enhance service to our guests.
• To provide service in accordance with our Mission Statement.
• To oversee all aspects of the Concierge desk, including, but not limited to, staffing, training, vendor relations, customer service, scheduling, and disciplining.
• To become a “property expert” on the property’s PMS system.
• To personally ensure the satisfactory condition of VIP rooms prior to occupancy, including special attentions provided to repeat guest.
• To ensure that all Guest Service team members are kept informed of all status changes.
• To handle all guest complaints diplomatically and effectively, referring to the General Manager, if necessary.
• To maximize hotel revenue through salesmanship, status control and maintenance of the “Yield Management” system.
• To assist, as directed, to prepare annual departmental budget, according to the specifications set forth by the General Manager with the assistance of the property Controller.
• To continually monitor and control departmental expenditures to ensure meeting operational standards while maintaining annual budget.
• To be completely familiar with hotel emergency procedures and provide calm reassuring assistance to guests and fellow employees in the event of an emergency.
• To ensure proper maintenance and control of guest keys by Guest Service staff.
• To participate in PlumpJack Inn MOD program, and attend company events, as directed.
• To follow all specified procedures to correctly handle all cash, credit, and gift certificate transactions.
• To properly document Personnel/Payroll transactions, as directed, for processing in the Human Resources office.
• Maintain vendor relationships and code/submit all department invoices in a timely manner.
• To represent and market The PlumpJack Inn in a positive and professional manner as requested and continually promote PJI internally and externally by attending special events when requested and building relationships both on and off property.
• To promote and comply with all policies and procedures of the PlumpJack Inn.
• To immediately report all suspicious occurrences and hazardous conditions and avoid injury to self and others.
• To always maintain the cleanliness and safety of work areas.
• To attend all mandatory meetings as directed.
• To perform other tasks, including cross-training, as directed.

Required Competencies:

• Demonstrated ability to train staff and ensure luxury resort customer service.
• Strong written and verbal communication skills.
• Detail oriented.
• Excellent organizational skills
• Strong sense of customer service standards and expectations & safety awareness
• Works well with a team.
• Ability to effectively manage staff to maintain a high level of moral and productivity.
• Ability to ensure security and confidentiality of guest and hotel information.

Required:

• Bachelor’s degree in Hotel or Business Management, or equivalent experience, required.
• Must have a minimum five years experience in hotel front desk position, including seven years management experience.
• Must be computer literate and be proficient in Word and Excel.
• Familiar with OSHA, SB198, local Department of Health regulations, and relevant current laws governing handling of hazardous substance.

Physical Requirements:

• Stands/walks short to long distances approximately 60% of shift.
• Sits at desk or in meetings approximately 40% of shift.
• Moderated use of phones, daily
• Uses computer approximately 45% of shift.
• Must be flexible to work long, sometimes irregular hours.
• Must be able to work well under pressure.

Salary Range: $75,000-$90,000