Inn Keeper

The Inn Keeper is primarily responsible for ensuring the overall guest experience is exceptional by managing daily operations, providing attentive customer service, and maintaining the property to the highest standards.

The Inn Keeper shall strive to provide exceptional service to both internal and external guests at all times. They will be responsible for exemplifying the SCP’s Culture & Core Values.

The Inn Keeper is required to accurately record all hours of work through the use of SCP’s timekeeping system. Accurately recording time is required to be sure that the Inn Keeper is paid for all hours worked as required by the wage and hour laws. Working “off the clock” is strictly prohibited. If any manager or supervisor directs you to, or suggests that you should, perform work while not “on the clock,” you must notify Regional Director of People Services immediately. Similarly, the Inn Keeper is not permitted to perform work after hours or from home without specific direction from their supervisor. In the event such work is authorized, all time spent working must be reported on the employee’s time record.

The Job

• Anticipate guests’ needs, respond promptly, and acknowledge all guests, however busy and whatever time of day during shift hours.
• Maintain positive guest relations at all times. Resolve guest complaints to over-the-moon satisfaction.
• Adhere to hotel requirements for guest and team member accidents or injuries and in emergency situations.
• Continuously promote sanitation, safety, and security efforts.
• Encourage Social Media/5-star compliments or reviews on OTA’s.
• Embrace and exemplify the SCP Culture & Core Values in your day-to-day job duties.
• Ensure security of guest room access.
• Respond to guest inquiries and requests to resolve issues via phone in a timely, friendly, and efficient manner.
• Assist in booking room reservations, answering Hotel phone calls, and notifying guests of messages.
• Monitor guest mail and ensure that it is processed according to procedures.
• Ensure that current information on rates, packages, and promotions is available at the Front Desk.
• Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
• Monitor and ensure that express check-outs are processed through the system.
• Maintain complete knowledge at all times of:
• All Hotel features/services, hours of operation.
• All room types, numbers, layout, decor, appointments, and location.
• All room rates, special packages, and promotions.
• Daily house count and expected arrivals/departures.
• Room availability status for any given day.
• Scheduled in-house group activities, locations, and times.
• All Hotel and departmental policies and procedures.
• Maintain confidentiality, security, and integrity of organizational data.
• Oversee the hotel operations, including but not limited to directing the work of team members.
• Utilize company reporting systems to include:
• Daily/weekly/monthly activities
• Time clock procedures
• Labor performance reports
• Accounts payable
• Forecasting
• Manages and builds schedule for property; schedule maintenance related needs.
• Monitor, maintain, and order inventory for property; source local items for property.
• Scheduling and supervising 3rd party contractors.
• Coordinate with marketing on marketing needs for property.
• Maintain knowledge of and comply with all departmental policies, service procedures, and standards.
• Access all functions of computer/software systems.
• Ensure guest over-the-moon satisfaction by providing a sparkling-clean, obsessively-organized guest room by:
• Making beds.
• Dusting.
• Vacuuming.
• Cleaning and sanitizing bathrooms.
• Removing trash, door hangers, and laundry bags.
• Inspecting rooms.
• Organizing promotional materials.
• Perform turndown service or other actions to prepare the room for imminent guest arrival (turning on lights and heat in cold weather, etc).
• Clean extra rooms above daily quota upon request.
• Keep all supplies, cleaning materials, and clean linens secure, free of clutter and hazards, and in assigned storage areas where others can find them and prevent losses or damages. Order upon needs for all supplies and equipment.
• Ensure equipment and facilities are inspected, cleaned, and in proper operational conditions at all times.
• Appropriately notifying GM, AGM or Engineer of maintenance issues.
• Other duties as assigned. .

The Essentials:

• Must be a United States citizen or possess a valid work permit.
• Must be able to read, write, and speak English. Fluency in other languages is beneficial.
• Must be able to accurately follow instructions, both verbally and written.
• Ability to work a flexible schedule that may include evenings, weekends, and holidays.
• Previous Housekeeping/Front Office experience is preferred, but not required.