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Killington's Mendon Mountain View Lodge is a mixed use property open to the public for hotel lodging as well as providing a home away from home for Killington employees. The Innkeeper will reside at Mendon Mountain View Lodge Hotel in the provided apartment while managing the day to day operations of the Mendon Mountain View Lodge. The Resident manager will work closely with the Rooms Division Manager and the Director of Hospitality to ensure the financial, guest service and company goals are met; while providing support to the entire lodging department. Responsibilities include guest registration, reservations, and service; property maintenance; managing staff and vendors; ensuring the cleanliness standards our met; safety and security of the guest and staff.The Resident Manager will also assist the Front Office Manager with front desk duties along with assisting Human Resources with the employee housing program.CHARACTERISTIC DUTIES AND RESPONSIBILITIES
Lodging Responsibilities
Assist in developing the operational guidelines daily coverage of the hotel including but not limited to the below.
Check In and out guests and staff with a gracious and courteous manner, during all hours
Manage Inventory levels for hotel supplies including maintenance, housekeeping and guest supplies
Resolve guest complaints; anticipate problems by reviewing and monitoring complaints, operational issues, business flows and associate performance.
Be able to locate emergency, housekeeping and maintenance staff in the event of an emergency or crisis.
Aid in the administration of the Lodging Front Office department to achieve the highest level of guest satisfaction and ensure that we are in compliance with our policies and procedures, while meeting and exceeding financial goals.
Observe performance of team and encourage improvement where needed.
Manage front desk operations by completing a checklist of important daily tasks, determining room and rate availability and making decisions that are in the best interest of the hotel.
Authorize revenue allowances to remedy problems only after alternative solutions have been offered.
Prepare and conduct daily pre-shift meetings, communicate effectively with all staff and provide them with any information necessary to provide guest service in accordance with our standards.
Make recommendations for training related issues when inconsistencies develop at the Front Desk.
Train new employees, and respond to guest related concerns or problems.
Constantly monitor security in the hotel to ensure that guest property and hotel assets are adequately safeguarded.
Aid and assist any other member of the department during periods of heavy workloads. Must be willing to work weekends, holidays and nights. This position is a resident position and you may be called to handle guest issues, emergencies and guest services outside of the regular time of operation.
Employee Housing Experience
Assist Human Resources in the application process in regards to determining housing needs and assignments.
Assist Human Resources in the allocation of employee units, move in and move out process.
During the move in process, manage completion of all forms and paperwork including leases, checklists, payroll forms, collection of 1st rent and deposits.
Provides linen packages as needed
Handle staff issues in regards to room moves, visitors, general policies and procedures and safety while there. Refer cases to HR if necessary.
Perform a departure inspection and adjust security deposit refund as needed
Create a welcoming, fun and efficient employee housing experience.
Assist in the development and maintenance the Resident Employee Housing Handbook.
Enforce rules and policies of employee housing and ensure residents are made aware of said rules and policies during the move-in process and throughout residency
Handle conflicts that arise between residents in employee housing.
Manage residents with regard to room inspections for health, safety and general housing violations
Handle mail distribution for employee residents.
Create and organize employee activities and special events.
Financial
Manage processes with help from accounting for accurate revenue (rent payments, deposits, other fees)
Reconcile resident accounts when necessary; follow up on any outstanding payments
Assist in the development of the budget and adjust staffing levels based on the needs of the business.
Responsible for all collection, balancing of payments and cash handling procedures are followed.
Constantly monitor security in the hotel to ensure that guest property and hotel assets are adequately safeguarded.
Aid and assist any other member of the department during periods of heavy workloads. Must be willing to work weekends, holidays and nights. This position is a resident position and you may be called to handle guest issues, emergencies and guest services outside of the regular time of operation.
Property Management
Perform basic maintenance repairs such as screen, drain clogs, lighting maintenance (bulbs), AC flushes, touch up paint and wall repair
Oversee daily maintenance and chemical balance of the pool, including daily cleaning and refilling
Provide daily cleaning of common areas and assist housekeeping in the prepping of rooms and schedule cleaning of units.
Ensure and assist that grounds are well kept and free of debris and all fire lanes are clear
Maintain a clean and neat business like appearance at all times using a high standard of personnel hygiene. Ensure that the common areas and hallways are clean, safe and tidy at all times. This includes performing the cleaning yourself or at times overseeing a housekeeping crew washing floors, cleaning counters, washing and scrubbing bathrooms, showers, toilets, floors, counter tops, sinks, soap dispensers, and any other commonly used area, etc.
Handling any issues with Wi-Fi, internet, cable, malfunctioning equipment
Work closely with Condo Guest Service manager and Hotel Maintenance Manager on maintenance and special project needs, outside of basic repairs.
Organize outsourced vendors for grounds, snow removal, pool maintenance companies. And garbage removal. Ensure all projects are completed to our satisfactory and follow up as needed.
Other Attributes
Carry out supervisory responsibilities in accordance with policies and procedures.
Responsibilities may include training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Sets the example for others
Is able to work any hours of the day, any days of the week
Maintain the confidentiality of Guest and Staff information.
Provide superior service to our customers (internal and external) at all times. Follow the Resort Hospitality Standards.
Killington is committed to creating a diverse workforce and is proud to be an equal opportunity employer. The RM will encourage inclusion and believe that the diversity of race, gender, sexual orientation, religion, ethnicity, national origin, gender identity, ability and all the other fascinating characteristics that make us different are not just tolerated, but are celebrated.
Perform Other duties as assigned
SUPERVISION EXERCISEDDirect supervision of MMV staffSUPERVISION RECEIVEDGeneral supervision is received from the Director of Hospitality, Director of Human Resources, Front Office Manager or other senior staff member.QUALIFICATIONS and SKILLS
Basic education (high school) with college level business study desirable, plus four to five years of relevant experience, including some directly related hotel operations experience, or a combination of education and experience form which comparable knowledge and skills are acquired.
Good administrative or organizational and supervisory skills, some previous supervisory experience. Good basic math skills with some budget management or bookkeeping experience or training.
Ability to deal effectively with both customers and other company personnel.
Computer training and knowledge of how a hotel reservations system works.
Oral and written skills sufficient to produce communications that property reflect the company image. Is able to handle and manage confidential information
Professional appearance. Adheres to all grooming guidelines
Follows established policies and procedures and is a role model for the Killington culture
Sets the example for others and is above reproach
Is organized in tasks. Sees projects through to the finish. Has good follow-through and makes it a habit of getting back to people on issues.
Can handle fast paced, potentially high-pressure environment
Is flexible with hours and days of work
Is able to work any hours of the day, any days of the week
COMPENSATION
This is a Full Time year round position.
Competitive salary includes a two bedroom apartment and basic utilities.
Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled
