ESSENTIAL PURPOSE: To assist the Orchard Manager with managing the day-to-day operations of The Orchard at Carneros Inn. To ensure efficient, professional handling of all arriving and departing Orchard Owners and Guests.
ESSENTIAL DUTIES:
• Must instill a calm, organized, professional approach in all situations.
• To understand and respond to all guest and Orchard Owner needs and requests in a timely and professional manner
• Ensure that a strong and continuous line of communication within internal departments and Owners is implemented and followed.
• To assist with hiring, recruiting, training, scheduling, supporting, reviewing, disciplining, and terminating employees directly accountable to his/her position. To maintain highest possible levels of employee morale and department productivity.
• To follow all legal obligations of ownership documents including but not limited to: establishing yearly availability calendar, following all deadlines established in the ownership documents.
• To provide gracious and sincere customer service to all arriving hotel guests, including offering the assistance of a bell person; giving directions to Orchard cottages, restaurants, and other hotel facilities.
• To provide feedback to the Orchard Manager, General Manager and the Timbers Sales Director on guest issues.
• To ensure the proper handling of Orchard check-ins, including welcoming owners; obtaining; identification and establishing credit; accurately completing all necessary paperwork; accurately entering information into hotel computer system; and ensuring guest satisfaction with cottages and other arrangements.
• To assist with ensuring the Orchard Concierge is following all specified procedures in administering the affairs of the Concierge desk, including shipping, directions, dinner reservations, tickets and amenities.
• To personally ensure the satisfactory condition of Orchard Cottages prior to occupancy.
• To diplomatically and effectively handle all guest complaints, referring to the Orchard Manager and General Manager, if necessary.
• 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 Orchard keys.
• To participate in The Carneros Inn’s MOD program, and attend hotel functions, as directed.
• To properly document Personnel/Payroll transactions, as directed, for processing in the Human Resources office.
• To represent and market The Carneros Inn in a positive and professional manner as requested and continually promote TCI 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 PlumpJack Hotels, LLC.
• To immediately report all suspicious occurrences and hazardous conditions and avoid injury to self and others.
• To maintain the cleanliness and safety of work areas at all times.
• To attend all mandatory meetings as directed.
• To perform other tasks, including cross-training, as directed.
JOB KNOWLEDGE & EDUCATIONAL LEVEL: Bachelor’s degree in Hotel or Business Management, or equivalent experience, required. Must have a minimum five years experience in the hotel rooms division and a minimum of three 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.
SKILLS AND APTITUDES: Demonstrated ability to train staff and ensure luxury resort customer service. Strong written and verbal communication skills. Detail oriented. Organized and efficient. Safety minded. High quality standards for production and service. Good team player. Customer service focus. Ability to effectively manage staff to maintain a high level of morale and productivity. Ability to ensure security and confidentiality of guest and hotel information.
WORKING CONDITIONS: Works indoors for majority of shift in a temperature controlled, clean and well light office and Front Desk area environment.
PHYSICAL DEMANDS: 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 personal computer approximately 45% of shift. Must be flexible to work long, sometimes irregular hours. Must be able to work well under pressure. Frequently required to handle and move objects weighing up to 50 pounds, over moderate to long distances, using appropriate hand trucks and carts
IMPACT OF DECISION: Decisions directly impact business levels, customer service, and the public image of the hotel. Poor decisions may result in customer dissatisfaction and loss of revenues, due to unprofessional manner, lack of follow through, ineffective management of staff, unsafe work practices, or improperly handled customer service situations.
GENERAL: Must comply with the Company Appearance and Dress Code policy as set forth in the Employee Handbook.
JOB CLASSIFICATION: This position is classified as Full-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 in the handbook at any time and without notice.
An Equal Opportunity Employer
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