ESSENTIAL PURPOSE: To assist in providing gracious and sincere customer service to Orchard Owners and guests staying in our Orchard Cottages.
ESSENTIAL DUTIES:
• To assist with coordination of transportation, rooming guests, amenity deliveries, and property explanation and orientation.
• To follow all specified procedures in administering the affairs of The Orchard Concierge desk; including travel assistance, dining reservations, providing information (and reservations) for local attractions, ticketing and amenities and prepare detailed itineraries.
• To understand and respond to all Owner and guest needs and requests in a friendly, helpful, timely and professional manner.
• To develop and maintain a working knowledge and contact base of the local area, San Francisco and surrounding areas, to be able to provide Orchard Owners and guests and with information regarding points of interest, local services, location, cost, hours of operation, etc. Most importantly, to give Orchard Owners and guests a real sense of the activity they are about to embark on.
• To make Owner reservations following usage guidelines and reservation procedures set forth in The Orchard Ownership Documents. Also provide written confirmation of reservation.
• To follow all legal obligations of Ownership Documents including but not limited to: assisting with maintaining yearly availability calendar, reservation procedures, rules and regulations and following all deadlines established in the Ownership Documents.
• To personally ensure the satisfactory condition of Orchard Cottages prior to occupancy as requested.
• To represent and market The Orchard and The Carneros Resort and Spa in a positive and professional manner as requested and continually promote CRS internally and externally by attending special events when requested and building relationships both on and off property.
• To be completely familiar with hotel Emergency Procedures and provide calm reassuring assistance to guests, visitors and fellow employees in the event of an emergency.
• To promote and comply with all policies and procedures of Evolution Hospitably LLC.
• To immediately report all suspicious occurrences and hazardous conditions and avoid injury to self and others.
• To maintain cleanliness and safety of all equipment and work areas at all times.
• To attend all mandatory meetings as directed.
• To perform other tasks, including cross-training, as directed.
Excellent communication skills and computer knowledge required. Must be familiar with Microsoft Word, Excel and Power Point software programs. Knowledge of creating and working with computer graphics is preferred.
SKILLS AND APTITUDES: Detail oriented. Highly organized and efficient. High level of customer service. Knowledgeable and adept in troubleshooting and problem solving. Diplomatic. Trustworthy. Reliable. Requires little supervision. A "team player". The ability to ensure the security and confidentiality of Orchard Owner information, hotel guests and hotel event information is required.
WORKING CONDITIONS: Work mainly indoors with short periods of time spent outdoors.
Indoor environment consists of a temperature controlled, clean, and well-lit office. Outdoors: Will be required to walk, travel by golf cart within the property.
PHYSICAL DEMANDS: Stands and walks short distances throughout shift. Bends, stoops and reaches to perform routine job tasks. Must be able to lift up to 60 lbs. Constant use of telephones. Typewriting.
IMPACT OF DECISION: Employee decisions can and will directly impact customer service and the public image of The Orchard and The Carneros Resort and Spa Decisions lacking sound judgment and/or "tact" may result in Owner/customer/guest/visitor dissatisfaction and loss of revenues. This can be due to lack of follow through on a given task, unsafe work practices, a short temper, a disregard for the consequences of ones actions, an inability to empathize and/or not thinking a situation through completely and properly. Employees must remain professional at all times. Please, keep this in mind, not only with owners, guests and visitors of the hotel, but when dealing with co-workers and purveyors as well.
GENERAL: Must comply with the Company’s Appearance and Dress Code policy as set forth in the Employee Handbook.
JOB CLASSIFICATION: The position is classified as Part-time and, upon completion of the Introductory Period, the employee is eligible for the Employee Benefits outlined in the Employee Handbook. Notwithstanding the foregoing, the Company reserves the right to amend, change or discontinue the policies, practices and benefits described in the handbook at any time and without notice.
NON-EXEMPT POSITION: Non-exempt employees are subject to the wage and hour laws and entitled to overtime pay. All overtime work by a non-exempt employee must be approved in advance by the employee’s supervisor or the Hotel Manager and the time initialed by him/her on the time card. Non-exempt employees who work overtime without prior approval are subject to disciplinary action, including termination.
AT-WILL EMPLOYMENT: The relationship between Evolution Hospitality LLC and the employee is for an unspecified term and is considered “at will”. This means that the terms and conditions of employment may be changed, with or without cause and with or without notice, including , but not limited to termination, demotion, promotion, transfer, compensation, benefits, duties and location of work. No one other than the Managing Member of Evolution Hospitality, LLC has the authority to make any verbal or written agreement contrary to this provision and any such agreement must be put in writing and signed by the Managing Member of Evolution Hospitality, LLC before it is effective.
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