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Find your place on the Trek team.
Posted on 2008/04/30
Specific Innkeeper Duties
• Taking telephone and electronic reservations
• Perform check in and check out procedures as required
• Anticipating and responding to guests’ needs or questions
• Making dinner reservations, securing show tickets, and other concierge services
• Assisting guests with their luggage to and from their rooms
• Perform valet parking of guests’ vehicles
• Provide room service to guests’ rooms
• Troubleshoot guest problems
• Take care of breakfast preparation and service
• Assist with light laundry and cleaning duties
• Uphold the high standards of the Mansion Hill Inn
• Serve guests and bartend in the Inn’s bar
The model candidate will embody the Mansion Hill Inn’s dedication to excellence through outstanding customer service and highly developed interpersonal skills. They must be willing to dedicate themselves to maintaining the highest standards, which meet the criteria of AAA’s 4-Diamond award, and encourage others on the staff towards excellence. The following is a list of essential “hallmarks” that we look for when hiring prospective candidates for any and all positions at the Mansion Hill Inn:
Hallmarks of a Mansion Hill Inn Innkeeper
• Exceptional Customer Service
• Excellent Communication Skills
• Polished Professionalism
• Highly Adaptable
• Committed to Continuous Improvement
• Reliable Team Player
• Maintains Fiscal Responsibility
Exceptional Customer Service
While any hotel can have fine furnishings or a good location, the one facet that sets an outstanding hotel apart from the rest is its customer service. As a representative of the Mansion Hill Inn, all employees should sincerely endeavor to make their guests’ stay the most enjoyable one possible. All staff is expected to exemplify this attitude by anticipating guests’ needs, by demonstrating a willingness to go above and beyond to see that guest needs are satisfied, and by ensuring that the guest has had an enjoyable stay. Employees of the Mansion Hill Inn are expected to be examples to their fellow colleagues, proving through their actions that the guests’ needs are top-priority. If a guest mentions that they will be celebrating an anniversary or other special event in their life, offering to make dinner reservations at highly recommendable restaurants or even simply asking if they would like a bottle of champagne can elevate an already memorable experience into a truly remarkable one.
Excellent Communication Skills
Since all employees of the Mansion Hill Inn are expected to interact with guests and staff on a daily basis, they should be adept at communicating concise points, tailored to the situation or audience. Periodically, you will be required to resolve conflict, whether it is between staff members or a guest with specific needs, and in these cases you must be able to interact with a calm demeanor and still be informative and helpful.
Polished Professionalism
At times, employees of the Inn need to operate quickly and under difficult conditions. When these conditions arise, it is paramount that they remain professional and calm while still flexible and lighthearted enough to defuse any tense situation. A model Inn employee is easily able to enjoy the company of their fellow staff-members and encourage their guests to have a memorable stay, all while remaining professional and courteous. While conflict resolution is certainly not an everyday occurrence, it does happen from time-to-time. If a guest has already travelled a long distance to arrive, suffering through missed or delayed flights, lost luggage, and a snowy or otherwise inclement journey to our door, they may be less-than-amiable if anything on our end is amiss. We take great pains to ensure that once the guest enters our property, they enter a sanctuary where their every needs are seen to, but should you have one of those guests that needs some extra attention, it is imperative that patience and courtesy win the day. In fact, those scenarios present the most opportunity for us to turn their day around and create a memorable experience for them!
Highly Adaptable
Because often times an employee of the Inn will be working alone, they are expected to be able to deal with any problem or issue that needs to be resolved. For this reason, all employees must be able to think quickly and come up with appropriate solutions which can satisfy both the expectations of the guest and of the Inn. This means that one frequently has to come up with fresh, creative, and satisfactory ideas in a short time period. By being flexible yet professional and dedicated to the guest’s needs, the ideal employee should not only be a problem-solver, but able to assess situations and head off in new directions when necessary.
Committed to Continuous Improvement
While our hotel has been designed with the premium experience in mind, we never stop looking for a better way to do things. Is there a new restaurant opening that would be perfect for our guests? Are there new events going on that we could recommend our guests attend? Is there a service that we should be providing? The employees of the Inn are expected to always be thinking of new and innovative ways to meet our guests’ needs or streamline our operations.
Reliable Team Player
Working at a small yet elegant Inn such as ours presents a unique working environment, whereby the staff must rely completely on one another to create a problem-free environment for the guest. A tightly-knit staff should work like a well-oiled machine, with duties and services performed with as little awareness on the part of the guest as possible. While a guest is checking-in with one staff member, another should be bringing their luggage to their room, working quickly towards the same goal. When a guest is in our care, it is up to everyone on staff to make sure that their stay is as pleasant and carefree as possible, from the moment they call for reservations to when they drive away, and this can only be accomplished by working together.
Maintains Fiscal Responsibility
All employees of the Inn are expected to be budget-minded, with careful attention paid to ensuring that the Inn’s supplies are not only well-stocked, but both of a high caliber and affordable. This can be quite the balancing act! Also, working at the Mansion Hill Inn puts our employees in close quarters with not only credit card information and petty-cash, but also expensive equipment and guest belongings. We only hire those people that display the highest levels of integrity and honesty, and are committed to keeping costs down while preserving our amazing product.
Other Required Skills
• Excellent written proficiency
• Comfortable with MS Word, and Excel
• Comfortable with both Internet and Email
• Prior hotel or other high-end service industry experience required
Licensing
All prospective candidates must be in possession of a current Driver’s License, valid in Wisconsin, until the end of 2008. All applicants must provide a copy of their current Driver’s License. In order to comply with our liability insurance, all staff must have a clear driving record.
All successful applicants will be required to obtain their Liquor Serving License prior to commencement because part of their duties will be to serve our guests in the Inn’s bar area. This can take place after being hired but must be completed prior to beginning work.
If interested, please submit resume along with salary requirements to hr_staffing@trekbikes.com
