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Sky Lodge Guest Experience Guide

Employer
Unity College
Location
Maine, United States
Salary
Salary Not Specified
Posted Date
Jul 7, 2022

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Position Type
Administrative, Business & Administrative Affairs, Auxiliary Services, Conference & Special Event Administration, Food Services Management
Employment Type
Full Time
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The Guest Experience Guide is a part-time position for Unity Colleges 150-acre Sky Lodge campus tucked into Maines northwest timber country in Moose River, Maine. The Guest Experience Manager will ensure the lodge and restaurant are run efficiently, professionally, and profitably by overseeing the activities associated with the overall guest experience including but not limited to reservations, guest amenities, as well as food and beverage service. As a disruptor of the status quo, the Guest Experience Guide will envision new possibilities for the outdoor adventure traveler and for those who travel with purpose. The Sky Lodge campus includes a historic log-cabin lodge with 12 guest rooms and a 50-seat dining room, along with a welcome center, six cabin homes available for rent by the public, an educational facility enjoyed by the local community, and onsite Nordic ski and snowmobile trails.

Unity College is committed to creating a sustainable world through global engagement and destination-based education. The environment and our natural resources are at the forefront of all we do. As a steward of the environment, the Guest Experience Guide maintains a high level of customer service for outdoor adventure travelers and those who seek to travel and learn with purpose. Within the framework of functional leadership, the Guest Experience Manager supports and is supported by other members of the Environmental Business and Sustainable Ventures team while working with all constituencies to realize the Unity College Mission and Strategic Plan.
  • Creates unique memorial experiences for our guests.
  • Supports the Guest Services Manager in individual guest and internal Unity College programming to ensure standards for guest services are met.
  • Oversees the greeting of all guests. Assists guests to their room, dining table, educational programming, and outdoor adventure activities.
  • Perform all check-in and check-out tasks to the guests satisfaction.
  • Manages online and phone reservations for the lodge and restaurant.
  • Maintain updated records of bookings and payments.
  • Provide information about our dining room, hotel, available rooms, rates, amenities, and programming.
  • Respond to clients complaints in a timely and professional manner.
  • Liaison with housekeeping and facilities to ensure all rooms are clean, tidy and fully furnished to accommodate guests needs.
  • Upsell ancillary services, when appropriate
  • Assist guests regarding menu items in an informative and helpful way with a full knowledge of promotions, beverage lists, menu items and preparation methods.
  • Deliver beverages and food in an appropriate and professional manner.
  • Take and process accurate sales through Point of Sale (POS) system.
  • The point of contact for guests informing them of special happening during their stay and to answer any questions they may have.
  • Maintains the appears of all public areas, and grounds to meet guest expectations and Unity College: Sky Lodge standards of service.
  • Completes all side work duties and ensures that the main lodge, lounge, and dining room are clean and organized, ensuring that the following shift is set up for success.
  • Answers questions from guests about Unity College: Sky Lodge policies and services.
  • Anticipates guest needs and makes appropriate suggestions.
  • Attend all meetings and trainings to gain knowledge of the current menu, staff and guest expectations.
  • Manages point of sale system, including credit card processing, collecting money from guests, and ensuring that cash management is accurate.
Required:
  • High School Graduate or GED equivalent or combination of school and experience.
  • Serve Safe certification, TIPS, and allergen awareness is a must.
  • 1 -2 years experience in the hospitality, restaurant, or retail industry
  • Must possess a positive attitude.
  • Ability to work as part of a team or independently as needed.
  • Excellent organizational and time management skills with the ability to juggle multiple tasks and projects with superb accuracy.
  • Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
  • Strong communication skills.
  • Ability to respond effectively to customer inquiries or complaints. Ability to read, interpret, and follow documents such as safety rules, safety data sheets, operating and maintenance instructions, and procedure manuals.
  • Strong knowledge of MS Office, including Word, Excel, PowerPoint and Outlook.
  • Valid drivers license.
  • Ability to look for improved efficiencies.
  • Ability to function effectively within a matrix organizational structure, maintaining open lines of communication while being discreet, courteous and well poised.
Preferred:
  • 2 4 years of experience in the hospitality, restaurant, or retail industry,
  • Bartending experience.
  • Knowledge of the French Language (business proficiency)
  • Familiarity with hotel operating systems and software.
  • Experience with food production, educational programming, social events, and internships and/or apprenticeships.
Work Schedule / Availability Requirements

Work hours are specific to the requirements of this position and can include days, evenings, and weekends. Working extended hours required as needed. Must be flexible and cooperative in fulfilling responsibilities and meeting the Colleges needs. Although Unity College employees are generally scheduled to work at their specifically assigned locations, there are times when travel is necessary and employees are required from time to time to attend events, meetings or work temporary assignment at any Unity College location.

Physical Demands

While performing the duties of this job, it is regularly required to sit and talk or hear. The employee is occasionally required to stand or walk. The employee must occasionally lift and/or move up to 25 lbs. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus. The use of either hand for repetitive movements such as grasping, grasping and turning, and fine manipulation is required as is the ability to use the telephone for internal and external communications.

Benefits:

Unity College offers a comprehensive and competitive compensation and benefits package for its faculty and staff. Benefits for eligible employees include:
  • Paid holidays
  • Paid time off
  • Medical
  • Dental
  • Short- and Long-term disability
  • Life Insurance
  • Flexible work benefit eligible
  • Vision
  • 403B
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