General Manager

The General Manager oversees all aspects of the hotel operations including: guest relations, front desk, housekeeping, maintenance, finances, team building, and staff development. The General Manager must possess strong communication skills, both verbal and written, and demonstrate outstanding leadership. The manager must be able to delegate responsibilities, organize complex projects, and establish priorities consistent with hotel objectives.

Assistant General Manager

The Assistant General Manager position will support the General Manager with all aspects of the hotel operations. The Assistant General Manager must also demonstrate strong communication skills and superior leadership abilities.

Front Office Manager

The Front Office Manager is responsible for all duties of the front desk operation which includes: staff training, inter-department communications, and staff scheduling. The FOM usually works a regularly scheduled front desk shift and must be available to work any shift as needed. The Front Office Manager should possess strong communication skills and demonstrate leadership abilities.

Front Office

Concierge

The concierge is available to answer any guest inquires regarding the city, events, and attractions. This individual will provide exceptional customer service to all of our guests and will support other departments including Sales, Front Office, and Bellman/Van, as needed.

Guest Service Agent

Guest Service Agents are responsible for greeting and registering the guest, providing outstanding guest service during their stay, and settling the guest’s account upon completion of their stay. However, the realm of responsibilities will extend beyond that of a typical front desk agent. This allows the Guest Service Agent to expand their skill sets and work in a fast paced environment with new challenges daily. Primary responsibilities include: registering guests, making and modifying reservations, hotel operator, and concierge duties. Guest Service Agents must possess a positive and upbeat personality with a desire to deliver outstanding customer service to our guests. Guest Service Agents must have the ability to multi-task, be detail-oriented, and be able to problem solve in order to effectively deal with internal and external customers.

Night Auditor

Night Auditors are responsible for the front desk operation during the overnight shift. Primary responsibilities include: registering guests, making reservations, preparing daily reports, balancing transactions, and conducting security walks. Night Auditors must be able to work independently and with minimal supervision. They must also be able to problem solve and troubleshoot in order to resolve guest issues that may arise and respond to emergency situations.

Security

The Security position will encompass aspects of both the Night Audit and Front Desk positions as well as overseeing the safety and security of the hotel and guests throughout the evening hours. Additional responsibilities include: conducting security walks throughout the hotel property and responding to guest requests and any noise complaints. Security agents must be able to problem solve and troubleshoot in order to resolve guest issues and respond appropriately to emergency situations.

Van Driver/Bellman

Van Drivers are responsible for transporting guests to and from the hotel to local area attractions as well as assisting the guest with recommendations for restaurants and tourist activities. The Van Driver is also expected to support with front desk operations. Primary responsibilities include: driving guests to designated locations, assisting guests with luggage, maintaining vehicle cleanliness, and concierge duties. Van Drivers must have strong analytical and navigation skills with the ability to coordinate multiple pick-ups and drop-offs on a schedule under continuously changing circumstances. A valid driver’s license and acceptable driving record is required.

Sales Department

Director of Sales

The Director of Sales is responsible for maximizing the occupancy and the average daily rate of the hotel, while upholding excellent guest service and accommodations to all guests. This position will work closely with the hotel’s preferred accounts and group reservations. The Director of Sales manages the sales effort and supports the General Manager on operational issues. This position requires excellent communication skills, both written and verbal.

Sales Manager

The Sales Manager assists the Director of Sales to increase corporate client base through consistent solicitations while establishing trust and rapport with clients to generate and boost revenues for the hotel. The Sales Manager services new and existing accounts to ensure repeat business. This position requires excellent communication skills, both written and verbal.

Sales Coordinator

The Sales Coordinator assists the Director of Sales and Sales Manager in sales operations including: reserving meetings and conferences, coordinating wedding groups, general administrative functions, and arranging sales blitzes and giveaways. This position requires strong communication skills, both written and verbal.

Sales & Catering Assistant

The Sales & Catering Assistant is responsible for assisting the Sales team by booking and servicing groups, meeting rooms, and conferences while providing exceptional customer service to guests and clients of the hotel. This position requires excellent guest service skills and the ability to understand the guests’ needs and ideas.

Housekeeping

Executive Housekeeper

The Executive Housekeeper is responsible for all duties of the housekeeping operation and cleanliness levels in all areas of the property. Responsibilities include: staff training, inter- department communications, and staff scheduling. The Executive Housekeeper will promote an atmosphere that insures the company mission statement, “Friendliness and Cleanliness”. This position requires strong attention to detail, leadership skills, and the ability to effectively deal with department heads, guests, and team members.

Assistant Executive Housekeeper

The Assistant Executive Housekeeper supports the Executive Housekeeper in all duties of the housekeeping operation and cleanliness levels in all areas of the property. Responsibilities include: staff training, inter-department communications, and staff scheduling. The Assistant Executive will promote an atmosphere that insures the company mission statement, “Friendliness and Cleanliness”. This position requires strong attention to detail, leadership skills, and the ability to effectively deal with department heads, guests, and team members.

Continental Breakfast Attendant

The Continental Breakfast Attendant is responsible for setting up the daily complimentary continental breakfast, ensuring that the breakfast items are well stocked, and cleaning up after breakfast. This position requires multi-tasking abilities and ability to effectively communicate with guests regarding breakfast offerings and basic hotel information. A valid Food Handler’s permit is required.

Houseperson

The Houseperson is responsible for maintaining the cleanliness and appearance of the hotel and providing customers with quality service in a timely and friendly manner. Responsibilities vary but may include: cleaning and maintaining the appearance of the public areas of the hotel, deep cleaning of assigned areas, setting-up and maintaining complimentary hotel lobby functions including the coffee service and nightly concierge events, cleaning and setting-up meeting room functions, restocking housekeeping stations, delivering service items to guest rooms upon requests from the front desk, and driving shuttle van when needed.

Room Attendant

Room Attendants are responsible for the cleanliness of guest rooms, hallways, and public areas in the hotel. Responsibilities include: servicing guest rooms daily in accordance with hotel procedures, stocking cart with room supplies, and replacing bed linens and replenishing guest room supplies. This position requires strong attention to detail, ability to communicate effectively with guests and team members verbally or in written form, and the ability to bend, lift, and be standing or walking all day.

Maintenance

Chief Maintenance Engineer

The Chief Maintenance Engineer is responsible for maintaining the overall operation of the maintenance department and the appearance and working order of the hotel. The engineer must be able to work independently, as well as, with others. Responsibilities may include: maintaining the exterior of the building, parking lot, and common areas, driving shuttle van as needed, maintaining all equipment in guest rooms, conducting monthly safety inspections and training the staff on safety and emergency procedures, and working with vendors. The Chief Maintenance Engineer must be willing to respond to emergencies, even if after hours, and work with corporate maintenance on special remodeling projects or capital expenditure needs. This position requires overall maintenance knowledge and trouble shooting ability with skills in painting, HVAC, carpentry, equipment, and tool usage.

Assistant Maintenance

The Assistant Maintenance Engineer supports the Chief Engineer in maintaining overall appearance and working order of the hotel. This position must be able to work independently as well as with others. The Assistant maintenance position requires overall maintenance knowledge and trouble shooting ability with skills in painting, HVAC, carpentry, equipment, and tool usage.

Here a just a few of the fundamental concierge duties at a hotel:

Greeting guests at the front desk with a friendly and pleasant demeanor.
Providing customer service.
Answering guest inquiries about the city and local events and attractions.
Handling special requests from guests (i.e. limousine service or making the arrangements for special occasions).
Making reservations for guests to eat at area restaurants, procuring tickets for guests to attend to cultural and artistic performances, or booking sightseeing tours.
Interacting with personnel from other departments within the hotel.
Inputting data into computerized reservation systems.

Qualifications required:

At least some college in the field of hospitality. A background in sales, public relations, marketing or public service is extremely helpful.
Several years of experience in customer service.
Excellent communication skills. Must be people oriented and have the ability to deal effectively with the public.
Adequate computer skills.
Clear understanding of hotel policies and procedures.

The success of a concierge depends largely on his or her ability to multi-task and work under pressure, willingness to serve others and talent for being a skilled problem solver. Not every personality can handle the job. But for those who can, the opportunities are out there.

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