REPORTS TO:  Front Office Manager 

Purpose for the Position:  To check in and out guests to the hotel, ensure proper room and miscellaneous postings, secure credit, answer questions, answer telephones, provide maximum levels of guest service and support the hotel’s rooms division in anyway required to ensure complete guest satisfaction. 

Essential Responsibilities: 

• Greet, register, and assign rooms to guests of hotel.
• Verify customers' credit, and establish how the customer will pay for the accommodation.
• Keep records of room availability and guests' accounts using computerized property management systems.
• Compute bills, collect payments, and make change for guests.
• Perform simple bookkeeping activities, such as balancing cash accounts.
• Issue room keys and escort instructions to bellmen.
• Review accounts and charges with guests during the check out process.
• Post charges, such those for rooms, food, liquor, or telephone calls, to ledgers manually, or by using computers.
• Transmit and receive messages, using telephones or telephone switchboards.
• Contact housekeeping or maintenance staff when guests report problems.
• Make and confirm reservations.
• Answer inquiries pertaining to hotel services, registration of guests, and shopping, dining, entertainment, and travel directions.
• Record guest comments or complaints, referring customers to managers as necessary.
• Advise housekeeping staff when rooms have been vacated and are ready for cleaning.
• Answer all incoming phones in three or less rings.
• Complete “bucket checks” to ensure all accounts are current and comply with standards established by the hotel’s controller and Front Office Manager.

To do this kind of work, you must be able to: 

• Be an outgoing, welcoming personality for the Hotel
• Use logical thinking and personal judgment to perform a variety of office tasks that require special skills and knowledge.
• Make decisions based on your own judgment and company policy.
• Follow instructions without close supervision.
• Speak and write clearly and accurately.
• Be available for work days, evenings, weekends and holidays. 

Physical Demands:  Lifting 10 lbs. maximum and occasionally lifting and/or carrying such articles as dockets, ledgers, and small tools.  Walking and standing are required throughout the shift.  Reaching, handling, feeling, talking, hearing, and seeing. 

Environmental Conditions:  Inside:  Protection from weather conditions but not necessarily from temperature changes.  A job is considered “inside” if the worker spends approximately 75% or more of the time inside. 

Math Skills:  Requires mathematical development sufficient to be able to:  Compute discount, interest, profit and loss, commission, markups and selling price, ratio and proportion, and percentages.  Calculate surface, volumes, weights and measures. 

Language Skills:   Must have developed language skills to the point to be able to:  Read newspapers, periodicals, journals, and manuals.  Write business letters, summaries and reports using prescribed format and conforming to all rules of punctuation, grammar, diction and style.  Participate in discussions and debates.  Speak extemporaneously on a variety of subjects. 

Relationships to Data, People and Things:

Data:             Compiling:  Gathering, collating, or classifying information about data, people or things.  Reporting and/or carrying out a prescribed action in relation to the information is frequently involved. 

People:        Speaking-Signaling:  Talking with and/or signaling people to convey or exchange information.  Includes giving assignments and or directions to helpers or assistants. 

Things:         Operating-Controlling:  Starting, stopping, controlling and adjusting the progress of machines or equipment.  Operating machines involves setting up and adjusting the machine or materials as the work progresses.  Controlling involves observing and turning devices to regulate reactions of materials.

Specific Vocational Preparation:  Proficiency in Microsoft Office Professional with an emphasis on Word, PowerPoint and Excel to format and create professional documents to be used and distributed on the executive level.  Candidate must have strong organizational skills and ability to prioritize duties to complete within required deadlines. Creativity to accomplish required tasks, such as documents being appealing to the eye, to find and research various information needed to complete and compile reports.

REPORTS TO:  Front Office Manager 

Purpose for the Position:  To check in and out guests to the hotel, ensure proper room and miscellaneous postings, secure credit, answer questions, answer telephones, provide maximum levels of guest service and support the hotel’s rooms division in anyway required to ensure complete guest satisfaction. 

Essential Responsibilities: 

• Greet, register, and assign rooms to guests of hotel.
• Verify customers' credit, and establish how the customer will pay for the accommodation.
• Keep records of room availability and guests' accounts using computerized property management systems.
• Compute bills, collect payments, and make change for guests.
• Perform simple bookkeeping activities, such as balancing cash accounts.
• Issue room keys and escort instructions to bellmen.
• Review accounts and charges with guests during the check out process.
• Post charges, such those for rooms, food, liquor, or telephone calls, to ledgers manually, or by using computers.
• Transmit and receive messages, using telephones or telephone switchboards.
• Contact housekeeping or maintenance staff when guests report problems.
• Make and confirm reservations.
• Answer inquiries pertaining to hotel services, registration of guests, and shopping, dining, entertainment, and travel directions.
• Record guest comments or complaints, referring customers to managers as necessary.
• Advise housekeeping staff when rooms have been vacated and are ready for cleaning.
• Answer all incoming phones in three or less rings.
• Complete “bucket checks” to ensure all accounts are current and comply with standards established by the hotel’s controller and Front Office Manager.

To do this kind of work, you must be able to: 

• Be an outgoing, welcoming personality for the Hotel
• Use logical thinking and personal judgment to perform a variety of office tasks that require special skills and knowledge.
• Make decisions based on your own judgment and company policy.
• Follow instructions without close supervision.
• Speak and write clearly and accurately.
• Be available for work days, evenings, weekends and holidays. 

Physical Demands:  Lifting 10 lbs. maximum and occasionally lifting and/or carrying such articles as dockets, ledgers, and small tools.  Walking and standing are required throughout the shift.  Reaching, handling, feeling, talking, hearing, and seeing. 

Environmental Conditions:  Inside:  Protection from weather conditions but not necessarily from temperature changes.  A job is considered “inside” if the worker spends approximately 75% or more of the time inside. 

Math Skills:  Requires mathematical development sufficient to be able to:  Compute discount, interest, profit and loss, commission, markups and selling price, ratio and proportion, and percentages.  Calculate surface, volumes, weights and measures. 

Language Skills:   Must have developed language skills to the point to be able to:  Read newspapers, periodicals, journals, and manuals.  Write business letters, summaries and reports using prescribed format and conforming to all rules of punctuation, grammar, diction and style.  Participate in discussions and debates.  Speak extemporaneously on a variety of subjects. 

Relationships to Data, People and Things:

Data:             Compiling:  Gathering, collating, or classifying information about data, people or things.  Reporting and/or carrying out a prescribed action in relation to the information is frequently involved. 

People:        Speaking-Signaling:  Talking with and/or signaling people to convey or exchange information.  Includes giving assignments and or directions to helpers or assistants. 

Things:         Operating-Controlling:  Starting, stopping, controlling and adjusting the progress of machines or equipment.  Operating machines involves setting up and adjusting the machine or materials as the work progresses.  Controlling involves observing and turning devices to regulate reactions of materials.

Specific Vocational Preparation:  Proficiency in Microsoft Office Professional with an emphasis on Word, PowerPoint and Excel to format and create professional documents to be used and distributed on the executive level.  Candidate must have strong organizational skills and ability to prioritize duties to complete within required deadlines. Creativity to accomplish required tasks, such as documents being appealing to the eye, to find and research various information needed to complete and compile reports.

REPORTS TO:  General Manager 

SUPERVISES DIRECTLY:  Room attendants, Housekeepers, House-persons, Laundry personnel 

Purpose for the Position:  To support the housekeeping and laundry departments and manage all facets of the Housekeeping Department, ensuring high levels of cleanliness, guest service and satisfaction throughout the hotel.  This includes guestrooms, hallways, lobbies, public areas, rest areas, laundry, storage and work areas. 

Essential Responsibilities: 

• Supervises housekeeping and laundry staff:  participating in associate performance evaluations, training, and development.
• Assists the General Manager in the development of the department’s annual budget. 
• Participates in cost control systems for staffing, inventories, (linen, terry, OS&E, and cleaning supplies.
• Enforces policies and procedures in the department.
• Ensures quality services are rendered in meeting guest needs and that guest relations are enhanced.
• Directs hourly associates in all areas of the department.
• Prepares daily assignment sheets for all housekeeping and laundry associates.
• Maintains cleanliness quality based on hotel objectives.
• Inspects, monitors, and maintains level of cleanliness in all assigned guest rooms.  Reports all unsatisfactory conditions to the Room Attendant assigned and takes personal responsibility to ensure that actions are taken to remedy any substandard cleanliness or maintenance related conditions in each guestroom.
• Assumes responsibility for the guest feedback and guest service scores in all departmental related indices.
• Inspects, monitors, and maintains level of cleanliness in event areas, storage areas, restrooms, and public areas and offices.
• Compiles and reports accurate status of all guestrooms to the front desk department.
• Works with the Security Office to enforce standard procedures for the acceptance, security, and return on guest lost and found items.
• Maintains productivity and labor cost goals.
• Conducts formal inventories of linen, supplies, and equipment as required.
• Participates in the ordering of supplies to maintain adequate inventory levels.
• Checks all vacant rooms and spaces, public spaces, storage areas, and rest areas each day.
• Maintains departmental key control.
• Maintains deep cleaning program.
• Complete projects as determined by the General Manager. 

To do this kind of work, you must be able to: 

• Read and interpret business records and statistical reports.
• Analyze and interpret established policies.
• Make business decisions based on production reports and similar facts as well as on your own experience and personal opinions.
• Deal with the general public, customers, associates, union and government officials with tact and courtesy.
• Plan and organize the work of others.
• Change activity frequently and cope with interruptions.
• Speak and write clearly.
• Accept full responsibility for managing and activity.
• Be available for work evenings, weekends, and holidays. 

Physical Demands:  Lifting 20 lbs. maximum with frequent lifting and/or carrying of objects weighing up to 10 lbs.  Requires walking or standing to a significant degree, reaching, handling, feeling, talking, hearing, seeing. 

Environmental Conditions:  Inside:  Protection from weather conditions but not necessarily from temperature changes.  A job is considered “inside” if the worker spends approximately 75% or more of the time inside.

Math Skills:  Requires mathematical development sufficient to be able to:  Deal with system of real numbers; algebraic solution of equations and probability and statistical inference.  Apply fractions, percentages, ratio and proportion. 

Language Skills:  Must have developed language skills to the point to be able to:  Read newspapers, periodicals, journals and manuals.  Write business letters, summaries and reports using prescribed format, and conforming to all rules of punctuation, grammar, diction and style.  Participate in discussions and debates.  Speak extemporaneously on a variety of subjects. 

Relationships to Data, People and Things: 

Data:             Coordinating:  Determining time, place and sequence of operations or action to be taken on the basis of analysis of data; executing determination and/or reporting on events. 

People:        Speaking-Signaling:  Talking with and/or signaling people to convey or exchange information, including giving assignments and/or directions to helpers or assistants.       

Things:         Handling:  Using body members, hand tools, and/or special devices to work, move, or carry objects or materials.  Involves little or no latitude for judgment with regard to attainment of standards or in selecting appropriate tools, objects or materials. 

Specific Vocational Preparation:  Specific vocational training includes an occupationally significant combination of:  vocational education, apprentice training, in-plant training, on-the-job training, or essential experience in less responsible jobs which lead to the higher job or serving in other jobs, over 1 year up to and including 2 years. An Associates or Bachelor degree or higher education preferred.

REPORTS TO:  Executive Housekeeper 

SUPERVISES DIRECTLY:  Room attendants, House-persons, Laundry personnel 

Purpose for the Position:  To support the housekeeping and laundry departments manage all facets of the Housekeeping Department in the absence of the Executive Housekeeper, ensuring high levels of cleanliness, guest service and satisfaction throughout the hotel.  This includes guestrooms, hallways, lobbies, public areas, rest areas, laundry, storage and work areas. 

Essential Responsibilities: 

• Supervises housekeeping and laundry staff: participating in associate performance evaluations, training and development.
• Assists the executive housekeeper in the development of the department’s annual budget. 
• Participates in cost control systems for staffing, inventories, (linen, terry, OS&E and cleaning supplies.
• Enforces policies and procedures in the department.
• Ensures quality services are rendered in meeting guest needs and that guest relations are enhanced.
• Directs hourly associates in all areas of the department.
• Prepares daily assignment sheets for all housekeeping and laundry associates.
• Maintains cleanliness quality based on hotel objectives.
• Inspects, monitors and maintains level of cleanliness in all assigned guest rooms. Reports all unsatisfactory conditions to the room attendant assigned and takes personal responsibility to ensure that actions are taken to remedy any substandard cleanliness or maintenance related conditions in each guestroom.
• Assumes responsibility for the guest feedback and guest service scores in all departmental related indices.
• Inspects monitors and maintains level of cleanliness in event areas, storage areas, restrooms and public areas and offices.
• Compiles and reports accurate status of all guestrooms to the front desk department.
• Works with the Security Office to enforce standard procedures for the acceptance, security and return on guest lost and found items.
• Maintains productivity and labor cost goals.
• At the direction of the executive housekeeper, conducts formal inventories of linen, supplies and equipment as required.
• At the direction of the executive housekeeper participates in the ordering of supplies so as to maintain adequate inventory levels.
• Checks all vacant rooms and spaces, public spaces, storage areas and rest areas each day.
• Maintains departmental key control.
• Maintains deep cleaning program.
• Complete projects as determined by the Executive Housekeeper. 

To do this kind of work, you must be able to: 

• Read and interpret business records and statistical reports.
• Analyze and interpret established policies.
• Make business decisions based on production reports and similar facts as well as on your own experience and personal opinions.
• Deal with the general public, customers, associates, union and government officials with tact and courtesy.
• Plan and organize the work of others.
• Change activity frequently and cope with interruptions.
• Speak and write clearly.
• Accept full responsibility for managing and activity.
• Be available for work evenings, weekends and holidays. 

Physical Demands:  Lifting 20 lbs. maximum with frequent lifting and/or carrying of objects weighing up to 10 lbs.  Requires walking or standing to a significant degree, reaching, handling, feeling, talking, hearing, seeing. 

Environmental Conditions:  Inside:  Protection from weather conditions but not necessarily from temperature changes.  A job is considered “inside” if the worker spends approximately 75% or more of the time inside.

Math Skills:  Requires mathematical development sufficient to be able to:  Deal with system of real numbers; algebraic solution of equations and probability and statistical inference.  Apply fractions, percentages, ratio and proportion. 

Language Skills:   Must have developed language skills to the point to be able to:  Read newspapers, periodicals, journals and manuals.  Write business letters, summaries and reports using prescribed format, and conforming to all rules of punctuation, grammar, diction and style.  Participate in discussions and debates.  Speak extemporaneously on a variety of subjects. 

Relationships to Data, People and Things: 

Data:             Coordinating:  Determining time, place and sequence of operations or action to be taken on the basis of analysis of data; executing determination and/or reporting on events. 

People:        Speaking-Signaling:  Talking with and/or signaling people to convey or exchange information, including giving assignments and/or directions to helpers or assistants.       

Things:         Handling:  Using body members, hand tools, and/or special devices to work, move, or carry objects or materials.  Involves little or no latitude for judgment With regard to attainment of standards or in selecting appropriate tools, objects or materials. 

Specific Vocational Preparation:  Specific vocational training includes an occupationally significant combination of:  vocational education, apprentice training, in-plant training, on-the-job training, or essential experience in less responsible jobs which lead to the higher job or serving in other jobs, over 1 year up to and including 2 years. An Associates or Bachelor degree or higher education preferred.

REPORTS TO:  Front Office Manager 

Purpose for the Position:  To check in and out guests to the hotel, ensure proper room and miscellaneous postings, secure credit, answer questions, answer telephones, provide maximum levels of guest service and support the hotel’s rooms division in anyway required to ensure complete guest satisfaction. 

Essential Responsibilities: 

• Greet, register, and assign rooms to guests of hotel.
• Verify customers' credit, and establish how the customer will pay for the accommodation.
• Keep records of room availability and guests' accounts using computerized property management systems.
• Compute bills, collect payments, and make change for guests.
• Perform simple bookkeeping activities, such as balancing cash accounts.
• Issue room keys and escort instructions to bellmen.
• Review accounts and charges with guests during the check out process.
• Post charges, such those for rooms, food, liquor, or telephone calls, to ledgers manually, or by using computers.
• Transmit and receive messages, using telephones or telephone switchboards.
• Contact housekeeping or maintenance staff when guests report problems.
• Make and confirm reservations.
• Answer inquiries pertaining to hotel services, registration of guests, and shopping, dining, entertainment, and travel directions.
• Record guest comments or complaints, referring customers to managers as necessary.
• Advise housekeeping staff when rooms have been vacated and are ready for cleaning.
• Answer all incoming phones in three or less rings.
• Complete “bucket checks” to ensure all accounts are current and comply with standards established by the hotel’s controller and Front Office Manager.

To do this kind of work, you must be able to: 

• Be an outgoing, welcoming personality for the Hotel
• Use logical thinking and personal judgment to perform a variety of office tasks that require special skills and knowledge.
• Make decisions based on your own judgment and company policy.
• Follow instructions without close supervision.
• Speak and write clearly and accurately.
• Be available for work days, evenings, weekends and holidays. 

Physical Demands:  Lifting 10 lbs. maximum and occasionally lifting and/or carrying such articles as dockets, ledgers, and small tools.  Walking and standing are required throughout the shift.  Reaching, handling, feeling, talking, hearing, and seeing. 

Environmental Conditions:  Inside:  Protection from weather conditions but not necessarily from temperature changes.  A job is considered “inside” if the worker spends approximately 75% or more of the time inside. 

Math Skills:  Requires mathematical development sufficient to be able to:  Compute discount, interest, profit and loss, commission, markups and selling price, ratio and proportion, and percentages.  Calculate surface, volumes, weights and measures. 

Language Skills:   Must have developed language skills to the point to be able to:  Read newspapers, periodicals, journals, and manuals.  Write business letters, summaries and reports using prescribed format and conforming to all rules of punctuation, grammar, diction and style.  Participate in discussions and debates.  Speak extemporaneously on a variety of subjects. 

Relationships to Data, People and Things:

Data:             Compiling:  Gathering, collating, or classifying information about data, people or things.  Reporting and/or carrying out a prescribed action in relation to the information is frequently involved. 

People:        Speaking-Signaling:  Talking with and/or signaling people to convey or exchange information.  Includes giving assignments and or directions to helpers or assistants. 

Things:         Operating-Controlling:  Starting, stopping, controlling and adjusting the progress of machines or equipment.  Operating machines involves setting up and adjusting the machine or materials as the work progresses.  Controlling involves observing and turning devices to regulate reactions of materials.

Specific Vocational Preparation:  Proficiency in Microsoft Office Professional with an emphasis on Word, PowerPoint and Excel to format and create professional documents to be used and distributed on the executive level.  Candidate must have strong organizational skills and ability to prioritize duties to complete within required deadlines. Creativity to accomplish required tasks, such as documents being appealing to the eye, to find and research various information needed to complete and compile reports.