Our objective is to build and maintain a company culture where people are driven, do the right thing and care about others. We want all employees to be empowered to be an integral part of the success of the Bradford House. In selecting employees to join our team, we look for individuals with integrity, respect for others, and those that seek to thrive in an environment of teamwork and professionalism. 

This job description is intended to describe the general nature, complexity and level of work to be performed by employees assigned to this position and is not to be construed as an exhaustive list of responsibilities, duties and/or skills required. It does not prescribe or restrict the work that may be assigned. Furthermore, this does not establish a contract for employment and is subject to change at the discretion of the General Manager. 

Bradford House is committed to Equal Employment Opportunity (EEO). We foster a work climate that promotes acceptance and diversity and gives all associates the opportunity to be recognized and valued for their contributions to our business. Our company complies with all state, federal and local laws, rules, regulations and constitutional provisions prohibiting discrimination. 

Job Summary: 

• Responsible for greeting guests as they enter the hotel. Check in and check out guest in a friendly and helpful manner. Strong ambassador for Bradford House in all interactions with guests – hotel and restaurant. 

Essential Job Functions 

• Greet all guests as though you are welcoming them to your own home with a genuine smile and eye contact. 
• Ensure that you are using the guests’ name at all times, once known. 
• Answer multiple phone lines within 3 rings, using correct greeting and telephone etiquette, to book hotel and dinner reservations and answer general questions. 
• Check guests into and out of our booking system. Verify information with the guest, requesting identification. 
• Maintain confidentiality of guest information and follow proper protocol to secure and protect pertinent hotel data 
• Provide information to guest of the location of their guest room and amenities. 
• Encourage guest retention by anticipating guests needs, respond promptly and acknowledge all guests. 
• Maintain complete knowledge at all times to anticipate guest inquiries promptly: 
• all hotel features/services, hours of operation, etc 
• all room rates, special packages, promotions, etc 
• daily house count, expected arrivals, expected departures, etc 
• scheduled daily group activities, restaurant daily specials, etc 
• the area around the hotel, what is available for local eateries and entertainment, etc 
• Handle guest complaints in a professional and polite manner. Resolve ensuring guest satisfaction. 
• Carry yourself with professionalism, organization, and knowledge to provide guests with instant confidence in our property 
• Instill a calm, organized, heartfelt, urgent approach when interacting in stressful situations. Troubleshoot emergencies. 
• Maintain and promote a positive and cooperative work relationship with communication between all departments. 
• Communicate pertinent guest information or complaints to designated departments. 
• Inspect/Walk the guestrooms, public areas and grounds for cleanliness and maintenance issues. Ensure consistent quality. 
• If seating restaurant guests: Inform of who will be serving them to ensure a smooth handoff to the service staff 
• Manage the flow of guests into the Café and Bar areas, provide accurate wait times if appropriate 
• Perform all duties according to safety procedures, including the use of PPE. 
• Maintain and promote a positive and cooperative work relationship with all hotel departments. 
• Follow all procedures and policies set forth by the company, and department. 
• Handling cash, credit, and debit card transactions, ensuring charges are accurate and returning correct change to patrons, balancing the cash register, be able to account for any discrepancies. 

Essential Core Skills and Competencies 

• Requires ability to take written and verbal direction in English and speak English clearly.
• Reliable and responsible character, with exceptional follow up and attention to detail. 
• Friendly individual who genuinely enjoys being around people and who can manage multiple tasks at once. 
• Good listening skills, with the ability to respond quickly to needs and requests. 
• Exceptional organizational skills with the ability to balance and prioritize work. 
• Exceptional service orientation, with keen ability to focus and deliver on guest needs.
• Proactive approach with exceptional initiative and problem-solving abilities to ensure the highest levels of productivity and guest satisfaction. 
• Have sufficient computer skills that will allow them to be able to use, in a proficient manner, all company issued software programs implemented. 
• Highly motivated and detail-oriented self-starter. 
• Able to perform routine work or the same task over and over again.
• Able to communicate effectively with guest, team members and management in English.
• Ability to understand and comply with proper cleaning techniques. 
• Ability to take direction and follow instructions.
• Ability to work effectively as an independent contributor, and as a part of a collaborative team. 
• Ability to multi-task and effectively manage numerous priorities within a fast-paced environment. 
• Consistently at work and on time. 

Supervisory Responsibilities 

• None 

Work Environment 

• Most work is performed indoors. Occasionally service is required to outdoor seating area.
• Frequent use of office equipment such as iPads, TVs, computers, and phones. 
• Fast-paced, with high levels of interactions with guest, associates, and managers. 

Physical Demands: 

• Ability to go up and down stairs often during shift, sometimes with large, heavy items. 
• Requires regular listening and hearing ability and visual acuity. 
• Requires ability to reach, bend, stoop, kneel, and lift up to 40 pounds intermittently during the work shift.
• Requires ability to work in a standing position for long periods of time 
• Must have moderate hearing to hear customers, supervisors, and communicate with other staff.
• Must have ability to perform multiple tasks at one time, must be able to follow verbal and written instruction, and be able to communicate both verbally and in writing.
• Must be highly organized and able to pay attention to sound and sight details in crowded and noisy situations, particularly when handling multiple tasks.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Expected Work Hours and Location: 

• Work is any time during operational hours to include morning, nights, weekends, and holidays. 
• Possibility of working weekly hours work to extend beyond 40. 
• One Location – Bradford House 

Education and Experience: 

• 1 years of prior hotel experience or customer service experience. 
• High School diploma or equivalent.
• Familiarity with hospitality industry. 

Other Eligibility Qualifications: 

• Legally eligible to work in the United States. 
• Strong computer skills. 
• Able to read and speak the English language well. 
• Able to pass a background check and pre-employment drug screening. 
• Reliable transportation. 

Hours: 

• 4-5 days, including weekends – 3p-11p 
• 32-40 hours per week 

Employee Discounts: 

• Restaurant: All employees will receive 50% off food for themselves and 30% off food for up to five (5) guests. The employee must always be accompanying their guest. No alcohol is discounted for employees or their guests ever.
• Hotel: All employees will receive 35% off the posted Best Available Rate for a maximum number of 10 room nights per calendar year. The employee may stay themselves or offer to a friend or family member. 

Benefits: 

• Dental Insurance 
• Health Insurance 
• Paid Time Off 
• Vision Insurance 

Benefit Conditions: 

• Waiting period applies 
• Only full-time employees are eligible