Job Description
** WEEKLY PAY ** $17.00/HR
FREE ON-SITE PARKING - FREE EMPLOYEE MEALS!
The Hotel Hartness is actively seeking to hire an efficient, detailed, and self-motivated Front Office Lead Agent to join our Front Office Management Team.
Our Front Desk Agents provide outstanding customer service to all guests and visitors while reconciling all daily accounting activities and ensuring accurate financial reporting. A distinctive element exclusive to Hay Creek Management's approach to guest service is its "Host Philosophy," which encourages each associate to develop the skills necessary to offer competent hospitality service outside the realm of their primary job responsibilities. The ability of our Host Associates to proficiently multi-task provides guests at Hay Creek properties a secure, comfortable confidence that their service expectations will be exceeded.
Job Summary:

• A distinctive element exclusive to Hay Creek Management's approach to guest service is its "Host Philosophy," which encourages each associate to develop the skills necessary to offer competent hospitality service outside the realm of their primary job responsibilities.
  The ability of our Host Associates to proficiently multi-task provides guests at Hay Creek properties a secure, comfortable confidence that their service expectations will be exceeded.
  Essential Functions:
  Greet and welcome all guests in a professional and hospitable manner. Direct guests as they arrive to property.
  Interact with guests in a respectful, cheerful, and polite manner and effectively service the guest's needs.
  Register guests and securely assign them a guest room and room key.
  Have a thorough working knowledge of hotel property management system. Ability to navigate the PMS quickly.
  Verify customers' ID and Method of Payment. Establish how the customer will pay for their bill upon checkout.
  Keep records of room availability and guests' accounts using the specified computer system.
  Working knowledge of all rates, packages, groups, and booking restrictions.
  Review the reservation transaction reports daily.
  Compute bills and collect final payments from guests.
  Assist guests in getting luggage to their rooms. Work closely will bell services to maximize guest experience.
  Balancing of daily charges, cash collections, and postings. Reconcile receipts and daily reports to ensure accuracy in daily reporting. Input of data into intricate excel reports and web-based accounting systems.
  Timely and accurate preparation and distribution of daily reports and shift communication by email.
  Security checks of entire resort throughout the night, including checking locks and maintaining energy efficiency program.
  Efficient processing of guaranteed/no show billings. Handle all direct bill accounts with supervisor/manager.
  Complete day and evening audit checklists as required.
  Assist Housekeeping as required
  Address any calls, bringing to the appropriate managers' attention if necessary (i.e. employee call-out)
  Provide telephone services and operate the multi-line phone system effectively. Follow all service scripts.
  Have full knowledge of all parking options and charges. Collect guest vehicle information.
  Monitor guest accounts and post charges as needed.
  Review accounts and charges with guests during the checkout process.
  Contact housekeeping or maintenance staff when guests report problems.
  Advise housekeeping staff when rooms have been vacated and are ready for cleaning.
  Keep in contact with housekeeping to keep accurate records of room status.
  Professionally handle guest complaints, solve problems, apologize/emphasize during guest complaints, follow up. Communicate any elevated complaints to supervisor/manager.
  Receive and expedite all in-house and guest messages, faxes, packages and mail received. Date-stamp, sort, and rack incoming mail and messages.
  Verify and update room rates as directed by the Director of Rooms.
  Make and confirm reservations over the phone and those submitted online and via fax.
  Perform concierge duties. Answer inquiries pertaining to hotel services, registration of guests, shopping, dining, entertainment, and travel directions.
  Record guest comments or complaints, referring customers to managers as necessary.
  Create and disperse Front Desk shift reports daily.
  Maintain the lobby and sitting area including ensuring coffee, other beverages, and snacks are replenished and maintained. Fix any uncleanliness, waste, newspapers, etc.
  Handle all lost and found inquiries efficiently and professionally, following proper guidelines. Work closely with housekeeping to ensure all items are reported and returned to the customer as soon as possible.
  Recording and setting wake up calls.
  Deposit guests' valuables in hotel safes or safe-deposit boxes as requested.
  Responsible for safekeeping and issuance of managerial and room keys.
  Responsible for safety and handling of department banks and kept in safety deposit box.
  Attend monthly department meetings.
  Be informed of all events taking place at the hotel on a daily basis.
  Posting bills, checks, and charges to the accounts of small groups and wedding clients per sales team.
  Answer questions for guests both at the front desk and over the phone.
  Make special deliveries to guest rooms with gift baskets, champagne, or other special food and beverage items.
  Know and practice all safety and emergency procedures, including handling of emergency phone calls and what to do in an emergency.
  Keep log of all maintenance problems and inform house person of said problems.
  Communicate with housekeeping and front office associates of any room changes, no-shows, early checkouts, etc.
  Flexibility to step into whatever role is needed to deliver exceptional customer service. This may include taking on job responsibilities outside of this job description and may require assisting other departments in their regular functions.
  Flexibility to work days, nights, weekends, holidays, and critical peak business days
  Address each and every guest using the S.E.A.C. method, with a smile, eye contact, acknowledge their presence in a timely manner with appropriate greeting, and kindly close.
  Attend all scheduled meetings and training sessions.
  Understand and practice all HCH safety and security procedures, including Emergency Evacuation Procedures, Accident Reporting, Right to Know Law, Written Information Security Program, Bloodborne Pathogen Procedures, Anti-Harassment Policy, and Violence in the Workplace Policy.
  Comply with all Hotel and HCH time and attendance policies.
  Comply with all Hotel and HCH uniform, dress code, and grooming standards.

Hotel Specific Essential Functions:

• Ability to remain standing for 8 hours (or 100% of shift).
• Ability to frequently move quickly throughout entirely of shift and lift up to 50 lbs.
• Ability to walk the property and grounds regularly.
• Ability to move up and down stairs repeatedly throughout entirety of shift.
• Ability to bend frequently and repetitively during a shift.
• Ability to stretch arms widely and stretch legs over and around items such as beds, toilets, under desks, etc.
• Ability to work on knees on occasion.
• Ability to squat and kneel for extended periods.
• Ability to bend over and push laundry carts frequently.
• Ability to visually survey work areas.
• Ability to use repetitive manual dexterity.
• Ability to move quickly based on guest needs.
• Ability to frequently communicate and exchange accurate information effectively.
• Ability to read, write, understand and speak English.

Hay Creek offers an extensive benefit and incentive package, including;

• Insurance Benefit package including company-funded Medical, Dental, Vision, Life, Disability, Accident, and Critical Illness plans*
• Free Life Insurance of $25K from HCH*
• Tax-free Flex Spending Accounts for Medical Costs and Daycare Costs*
• Wellcard membership (up to 60% discounts on prescriptions, gym memberships, and more).*
• Competitive Paid Time Off including Vacation, Sick, Holiday Pay, and Personal Birthday*
• Complimentary Staff Meals Daily
• Weekly payroll schedule
• Competitive Wages with Cost of Living Adjustments and Annual Performance/Wage Reviews
• Lodging Discounts at any HCH Property (Employee forty-nine per night, Friends & Family eighty nine per night)
• Dining Discounts at any HCH Property (50% off food for employee and guests)
• Spas, Golf Course, and Activities Discounts at any HCH Property
• Hospitality Discounts from our partners at the New England Inn & Resort Association and Historic Hotels of America
• Industry Travel Discounts through Working Advantage (rental cars, event tickets, local activities, etc.)
• Supportive Culture that is fun and motivating, with open-door policy work environment
• Employee Recognition Program through 'Delight Dollars' appreciation and prizes
• Employee Assistance Program including 24/7 confidential support and KOFE financial education
• Accelerated Career Advancement of professional enrichment, company-sponsored conferences & classes, and our formal Professional Development Program for new managers in training.
• Free Parking

(*for eligible associates classified as benefits eligible)
About Hay Creek Hotels:
Founded in 2005, Hay Creek Hotels was created specifically to combine the intimacy of a boutique hotel with world-class cuisine, cutting-edge technology, unparalleled guest service and the exclusive amenities of a luxury inn. At Hay Creek Hotels, our passion is to pioneer superior service and inspire excitement within the small, independent hotel sector: to "Delight & Surprise" our guests every day. These values are driven by the idea that the best hotels and restaurants are the ones that draw on the spirit, culture and character of their locales. From meticulously renovated historic properties to exciting new-build hotels, we offer some of the most unique and interesting lodging and dining destinations in the United States. Our hotels and resorts are designed to reflect their respective neighborhoods and serve as good neighbors by participating in community events and causes. Through environmentally responsible design and day-to-day management, we adhere to best practices for sustainable operations at every location.
Bringing a hyper-local focus to the hotel dining experience, the restaurants in the Hay Creek Hotels collection form deep connections with respected local farms and providers. Our chefs seamlessly integrate their regions' finest meats, seafood and produce with contemporary cooking styles and flavors. Each Hay Creek restaurant is distinguished by sophisticated yet casual ambiance and cuisine that delivers both comfort and surprise with each bite. We are not the average box hotel, and this is not the average dining experience. Dishes are created each night with the perfect balance of texture, flavor, and presentation. Farm-to-table food brings sensational seasonal menus with creative twists on old classics.
Our Core Values and Beliefs;
We promote and support a culture that Delights & Surprises each of our customers, associates, and business partners. Our Host Philosophy encourages each associate to develop the skills necessary to offer outstanding hospitality service outside the scope of their primary job responsibilities. Our Associate Promise is the commitment to truly listen to and communicate openly and honestly with all team members. We embrace Pride Of Ownership to create an, "I can, I am, I own," empowered approach to everything we do. Partnering in our Local Community and respecting the environment we live in are beliefs we incorporate into daily operations.
To learn more, visit us at
We are an E-Verify Employer;
This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9. For more information on E-Verify, or if you believe that your employer has violated its E-Verify responsibilities, please contact DHS at 888-897-7781.
Experience and Skills
Required Experience:

• High School diploma or equivalent.
• Must be very skilled with technology and a quick learner. Working knowledge of a Property Management System preferred.
• 1 year of supervisory and customer service experience required, luxury hotel environment highly preferred.
• Ability to work in a constructive, team working environment with a positive, upbeat and customer-focused attitude.
• Proven success in handling guest complaints.
• Ability to operate smoothly and professionally under high stress situations.
• Flexibility to work nights or mornings, weekends, holidays, and busy seasonal days (i.e. town festivals).

• Successful completion of background check and/or DMV check.