Job Description

Employee  Benefits

• Paid time off for all full-time and part-time team members
• 8 hours of paid volunteer paid for all team members
• Holiday pay
• Travel discounts for employees, friends, & family
• Restaurant discounts
• Referral Program
• Health, vision, dental, and life insurance available for all full-time team members
• Employee recognition perks and benefits
• Advancement opportunities 
• Paid maternity/paternity leave or adoption leave for qualifying FMLA

Position Summary:

Responsible for providing strong sales techniques and excellent guest service, according to 6PM Hospitality’s Core Values, 6PM Hospitality Partners LLC and Hilton standards, as well as going above and beyond to ensure that guests are 100% satisfied.

Responsibilities:

• Report to work in uniform presented professionally, neat, and clean.
• Greet all guests in a friendly, positive manner. Greet all guests within a 15-foot radius of you. Ask questions of guests and make personal connections to make them feel they are welcome and valued
• Record any special needs or requests and unique occurrences throughout the shift in Quore. Communicate any unordinary occurrences to the next shift. Communication is instrumental in smooth operations
• Record any special requests, early arrivals, late departures, and stayover requests on the Housekeeping Pass-on log.
• Sweep behind workstation at the end of shift
• Maintain an organized and clean dry storage and music room closet area. Dispose of any and all trash and broken-down boxes.
• Perform property walk-arounds as needed throughout the shift, and address all issues encountered. All trash, used towels, room service trays, etc. must be picked up. Keep eyes open for any and all safety and security issues. Report any problems to the appropriate department Manager or AGM/GM.
• Complete any required Annual compliance training according to 6PM Hospitality Partners LLC and Hilton standards, with documentation of training being completed.
• Stay knowledgeable of all emergency procedures and aware of how to handle each situation.
• Responsible for the settlement and reconciling of guest accounts and paperwork and emailing receipts
• Balance cash drawer and make appropriate cash drops, record any inconsistencies
• Provide excellent guest service:
  • Supply information to guests regarding hotel services, and amenities, offer suggestions and maps
  • Respond to guest requests for assistance and information on the surrounding areas, such as directions, dining, and entertainment. Be knowledgeable of the downtown Holland area
  • Handle all guest concerns and be able to problem solve in a tactful, professional manner
• Handle all Maintenance requests by first assessing the situation and fix if able to. If unable to, contact on-property maintenance to assist with request.
• Maintain open lines of communication between all departments within the hotel
• Exhibit regular and recurrent attendance records
• Follow the “Call Off Policy” listed in your handbook for any necessary call outs
• Other duties as requested by management/supervisors/leads

• Anticipate and meet the needs and expectations of our guests, then go one step further
• Consult with 2nd shift about the occurrences of the evening

• Clean the coffee and Espresso machine daily according to Starbucks standards and replenish all amenities for the station
• Stock Café. Make note of anything we need and document on the front desk items needed board.
• Run night audit reports and follow the shift checklists each day, completing every task in order to ensure smooth and efficient hotel operations
• Utilize Hilton Help desk phone line when necessary
• Investigate out of balance situations and correct.

Position Requirements:

Minimum Knowledge: Requires ability to interpret / extract information and / or perform arithmetic functions. Good – Excellent typing speed, record keeping, and word processing skills. Good - Excellent communication skills. Must be able to run Microsoft edge, Microsoft word, possible Microsoft Excel documents. Must be knowledgeable in accessing shared computer drives and know how to operate basic email functions. Minimum knowledge of using a printer and scanner. Good – Excellent problem-solving skills.

Formal Education and Job-Related Experience : This position requires a minimum formal education of a high school diploma or equivalent related experience. One year job related experience preferred

License, Registration, and/or Certification Required: CPR, TIPS. (Able to become certified upon hire).

External and Internal Personal Contact:

Communications: Daily-Verbal & Written

Weekly-Participation in huddles

Quarterly-Participation in meetings

Teamwork and Collaboration: This job is part of a formal work team which includes all departments within the property

Working Conditions and Physical Effort:

Stress Load: Moderate – Moderately High exposure to stresses

Workload Fluctuation: The workload required to perform this job requires ability to adapt to change

Manual Skills: Significant portions (more than 50%) of daily assignments involve application of manual skills requiring motor coordination in combination with finger dexterity, e.g., typing, handwriting, or machine operations

Physical Effort: Some portions (10- 50%) of daily assignments involve prolonged standing, transporting material or equipment, or lifting, moving, or carrying heavy (over 30 pounds) materials for intermittent periods throughout the day

Physical Environment: Some portions (10-50%) of daily assignments involve exposure to dirt, odors, noise, or temperature / weather extremes. Working surfaces may be un-level, slippery, or unstable

Work Schedule: Work requires evening, night, holiday, and/or weekend assignments. Schedule may vary according to business demands and needs.

Occupational Risks: Some portions (10- 50%) of daily assignments involve occupational risk, such as cuts, burns, exposure to toxic chemicals, injuries from falls, or back injury sustained with assisting in moving, lifting, or positioning equipment or materials

Ergonomics Risks: Some portions (10 – 50%) of daily assignments involve ergonomic risk, such as regular repetitive tasks, forceful or prolonged exertions of the hands, vibration, cold temperatures, heavy lifting, pulling, pushing, or carrying of heavy objects, poor body mechanics, restrictive workstations, or awkward postures

Safety: Responsible for adhering to all safety policies and procedures of 6PM Hospitality Partners LLC

Required Travel: Position does not require travel to other 6PM Hospitality Partners LLC properties for training and offsite meetings. All work is completed on the property

Uniform and Appearance Guidelines:

Uniform: Professional attire according to 6PM Hospitality Partners LLC handbook and Front Desk Uniform Agreement.

Appearance: Business casual – Business style dress code. All facial piercings must be approved by management. Hair must be kept well-groomed. All tattoos that are not covered by a work uniform must be approved in writing by management. Any tattoo that is deemed offensive to co-workers, guests, vendors or others in the workplace based on racial, sexual, religious, ethnic, or other characteristics or attributes of a sensitive or legally protected nature are not permitted and must remain covered or concealed at all times. This policy will be administered by the position’s supervisor, without regard to race, religion, age, sex, national origin, disability, height, weight, genetics, familial status, veteran status, and other protected characteristics. The General Manager has the authority to veto any decision made by the position’s supervisor.

We are a dynamic organization in a rapidly changing industry. Accordingly, the responsibilities associated with this job will change from time to time in accordance with Hilton’s business needs. More specifically, the incumbent may be required to perform additional and / or different responsibilities from those set forth above.

I have read this job description and fully understand that failure to comply with any of the stated responsibilities is grounds for disciplinary action, up to and including termination of employment. I also agree that I am able to perform the essential functions of the job, with or without an accommodation.

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