Guest Services Intern
At Averill Hospitality, we believe in creating unforgettable experiences. As one of the only AAA Four Diamond-rated resorts in Montana, we specialize in organizing and executing high-quality corporate events, conferences, and special occasions. Our dedicated team is committed to delivering exceptional service and ensuring every event is a resounding success. We are seeking a dynamic and talented Guest Services Intern to join our team and contribute to our continued growth. Housing is available!
PRINCIPLE RESPONSIBILITIES AND POSITION PURPOSE:
The Guest Services Intern position deals closely with all aspects of the Rooms Department (front office, housekeeping, guest services) from arrival to departure. The associate must be knowledgeable about each area of the property, operating systems, as well as the amenities we offer to be able to communicate these to the guest.
FRONT DESK DUTIES AND RESPONSIBILITIES:
- Ensure all guest concerns and requests are resolved promptly and properly.
- Ensure the accuracy and completion of daily checklists.
- Ensuring the accuracy and completion of all folios and room charges daily
- Use of resort software and phone switchboard.
- Knowledge of OneDrive and Microsoft Office Suites for daily use including scheduling shuttles for arriving/departing guests.
- Assists in maintaining all Front Desk logs and materials including information binders, and phone list
- Always wears the proper uniform.
- Knowledgeable of cash handling and credit policies.
- Schedule flexibility required, days, evening, and weekends, required, Night Audit shifts as needed.
- Maintain all logs including ski ticket logs, patience voucher logs, and package logs. Notifies Front Office Manager when inventories are low.
- Works closely with housekeeping, concierge, and valet.
SPECIFIC JOB KNOWLEDGE, SKILLS, AND ABILITY
- Ability to communicate effectively verbally, in writing, and over the phone, with Staff, Senior Management team members, and Ownership.
- Excellent leadership, interpersonal and problem-solving skills.
- Ability and willingness to adhere to all Averill Hospitality policies and ensure departmental personnel compliance.
- Ability and willingness to work with various office equipment and software systems.
- Must maintain a positive influence in the community and positive relations with area vendors.
- Teamwork – Balances team and individual responsibilities, exhibits objectivity and openness to others’ views, welcomes feedback, contributes to building a positive team environment, and prioritizes the team’s success above own interests.
- Quality – Meets productivity standards, completes work promptly, strives to increase productivity, works quickly and efficiently.
- Guest Service – Responds promptly to guests’ needs and takes ownership of the overall guest experience.
- Professionalism – Respectably approaches others, reacts well under pressure, treats others with respect and consideration regardless of status or position, accepts responsibility for own actions, follows through on commitments.
- Profitability – Makes a conscientious effort to help minimize waste of products, equipment, and supplies to increase the department’s profitability and the entire property.
HK DUTIES AND RESPONSIBILITIES
- Inspecting guest rooms.
- Assisting in counseling employees.
- Resolving guest complaints.
- General office duties.
- Maintain strong relationships with team members.
- Inspect public areas.
- Help manage Lost & Found.
- Assist other departments when needed.
- Reports necessary maintenance issues.
- Follows departmental policies and procedures.
- Follows company policies and procedures and other duties as assigned by Director.
SUPPORTIVE FUNCTIONS
In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the Front Office Manager based upon the requirements of the company.
- Participate in industry organizations.
- Maintain an open line of communication between guests, employees, and management.
- Assist in any other duties as needed. This position may be required to perform other and additional duties assigned by the Resort Manager and/or General Manager.
QUALIFICATION STANDARDS
EDUCATION
- Current or recently graduated with a Business Degree (in Business Administration or Hospitality)
EXPERIENCE/ LICENSES OR CERTIFICATES
- Minimum of 2 years’ experience in hospitality industry an asset.
Averill Hospitality provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.