Position: Guest Experience Champion Posted: January 31, 2012
One year maternity leave term, starting Feb 16, 2012
Department: Guest Services Closes: February 7, 2012
Reports to: Executive Committee Apply to: Kent Murray
Fax number: (780)-425-1783 gm@hiexedmonton.com
Responsibilities:
- Attend Guest Experience Champion training from IHG on Stay Real-Be You.
- Instruct Stay Real-Be You: Being BrandHearted training course, for new hotel employees.
- Role model all Stay Real behaviours for the team
- Role model Real World Hosting
- Create all Real World Host Schedules
- Attend all HeartBeat meetings
- Work closely with the Executive Committee and the Leadership team in proactively improving the guest experience in the hotel, and retroactively providing service recovery.
- Follow the Stay Real Daily Checklist to ensure guest’s needs are met and the hotel is set up for success.
- Ensure GSS on PM duty has looked at all reservations of the day to meet guest requests, traces and room requests.
- Take action in leading the hotel in new initiatives for the hotel.
- Meet with Stay Real Culture Consultant for Western Canada, and be the advocate
of our OSAT scores, policies and guest relations to him/her.
- Create and implement a plan of action with the Stay Real Culture Consultant for Western Canada on how to improve OSAT scores and keep Stay Real behaviours going in the hotel.
- Administer the employee satisfaction survey and meet with the executive committee to create a plan of action for the hotel based on the scores of the survey.
- Use the OPERA PMS system to understand guest profiles, reservations and requests.
- Champion food & beverage preparation and service at weekly Priority Club receptions.
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Collect data and generate reports from guest HeartBeat surveys.
Qualities, skills & knowledge:
- A Heart for Service – delivers a high level of service and takes responsibility for and pride in providing guests the things that they need and want. Proactively notices, engages and listens, to understand guest’s needs, rather than simply responding to their requests.
- Organization - Uses time effectively and efficiently and schedules work to avoid conflicts. Concentrates on important priorities and effectively handles several tasks at once. Marshals resources, people, materials, support to get things done and orchestrates multiple activities at once to accomplish goals. Stays focused and prevents distractions from interfering with completing work.
- Collaboration- Demonstrates a flexible and inclusive work style to influence others and achieve results together. Works with employees at all levels in supportive, cooperative manner to achieve mutual goals. Involves and engages others in shaping and pursuing goals, seeks input and shares information freely and supports group decisions and shares credit with co-workers.
- Outgoing- Approaches all relationships in an open, courteous, and friendly manner. Energetic, socially self confident, talkative, and approachable. Proactively reaches out to strangers and builds relationships with a wide variety of people. Shows interest and concern for others and makes others feel special. Speaks up and teaks an active part in team activities.
- Problem resolution: Takes prompt action to serve guests and solve problems without having to be asked. Follows up and follows through to be sure problems are solved and guests are satisfied. Exhibits sound judgement and a realistic understanding of issues. Negotiates skilfully in difficult situations to win concessions without damaging relationships; thoughtfully fashions creative solutions which satisfy all parties.
- Communicates openly and persuasively: Communicates in a way that is open, direct and easily understood. Asks questions and actively listens to understand the concerns of others. Proactively shares ideas and information. Is persuasive, shapes the opinions of others and builds consensus for action.
Position: Maintenance Person Posted: January 24, 2012
Department: Engineering Closes: January 31, 2012
Position starts: As soon as possible
Reports to: Maintenance Supervisor Apply to: Aloysius Cabasal
By fax to: 780-425-1783 engineer@hiexedmonton.com
Responsibilities:
-Tasks associated with Maintenance department, as per job description.
-Follow hotel procedures and policies, in relation to our guests and guestrooms.
-Adjust door closers; ensuring rooms are available in the most efficient manner.
-Install fan coil motors, HSIA cabling, balcony door locks, stair caps, arbourite coffee stations, as req’d.
- Other work assigned such as exterior cleaning, drywall & paint repairs, dents, carpet & floor maintenance, as required.
-Ensure inventory control of maintenance items and tools.
-Available on call to pick up shifts in emergency situations.
-Additional tasks as assigned by the Maintenance Supervisor, or management.
Job Requirements:
-Self motivated with a positive outlook, and a guest service attitude.
-Must be capable of physically demanding work, with maintenance duties.
-Mechanical aptitude
-Requires the ability to work quickly & safely using power tools & ladders.
-Must be comfortable with shift work, and overtime as required to satisfy our guests.
-Exceptional troubleshooting skills, able to work through problems as they arise.
-The position requires flexibility, dependability, creativity & innovation.
-Excellent communication and organizational skills.
-Strong interpersonal skills; strong team member.
Standard Shifts: subject to business needs, weekend & afternoon shifts likely.
Minimum rates Start $16.22 per hr. After 6 months, $16.87 per hr. After 1 year $17.68, Annual cost of living increase Feb 1 annually as per Collective Bargaining Agreement. Medical-dental & other benefits as per CBA, IHG and company policy, upon completion of 90 day probation.
Position: Host / Hostess PT Posted: January 16, 2011
Department: Breakfast Bar Closes: February 16, 2011
Position starts: As soon as possible
Reports to: Banquet Supervisor
Apply to: Louie Monsod
Fax number: (780)-425-1783
Responsibilities:
- The host must be outgoing and able to converse cheerfully with all guests.
- The host must be able to multi task during the operation of the Breakfast Bar.
- The host is expected to keep the breakfast bar fully stocked, using common sense concerning the amount of product on the bar at any given time. As the life of buns, bacon and eggs, etc is limited after putting them on the bar, it is imperative that not too much product goes into circulation at one time.
- Monitoring and rotating stock in the cooler and freezer is also part of the position.
- Inventory control and requested ordering is an integral part of the hosts’ position.
- The host must ask “how the guest’s stay was” listen to the feedback and either help solve their problem, if there is one, or direct the concerns to the appropriate department. The guest must feel that their concerns are being dealt with in a friendly and concerned manner. The guest is always right and NEVER is an associate to argue or question a guests’ opinion.
7. It is mandatory for hosts to view and understand the training videos & Smart Service University.
Following is the quote directly from the Brand (Holiday Inn Express) standards:
“The breakfast bar must be staffed by at least one dedicated Breakfast host to oversee the operation of the breakfast bar including keeping it clean, well stocked, and to service guests’ needs. The host should also actively engage in cheerful interaction with guests during the breakfast bar hours of operation. For hotels in the U.S. and Canada, the Breakfast Bar host must, at minimum, speak conversational English.”
Breakfast Bar hours are four to five hour shifts per day, which may include weekends. The Breakfast Host must be able to serve in Banquets or alternate capacities when the breakfast bar is not open, subject to business needs.
Minimum rates Start $11.64 per hr. After 6 months, $11.90 per hr.
After 1 year $12.17
*Wage rates increase Feb 1 annually as per Collective Bargaining Agreement.
Medical-dental & other benefits as per CBA, IHG and company policy, upon completion of 90 day probation.
