Monthly Archives: October 2016

Reservation / PBX Agent

Summary

Reservation Agents answer phone calls and make transient reservations as well as book group rooms. They offer several package plans to callers to find one that meets the guest’s specific needs. They offer travel advice, and tourism information. Reservation Agents filter phone calls to appropriate parties, handle online reservations as well as sell Gift Certificates . They charge and refund deposits, change reservations and cancel them as necessary.

Essential Duties and Responsibilities  include the following:

  • OnQ PM (Reservations) Curriculum – Perform daily reservation tasks, Guest information, create profiles, room information, making reservations and rate plans, run reports.
  • Answers incoming calls and making reservations.
  • Filter incoming calls to other departments.
  • Giving Guests driving directions and tourist information.
  • Canceling and/or changing reservations.
  • Selling and sending Gift Certificates.
  • Answer questions regarding Guests Receipts.
  • Help with Lost & Found – responsible for mailing items back to Guests.
  • CARElog and assist Guest Service.
  • Take Holiday Feast Reservations
  • Assist Group Reservationist with imputing Reservations for group blocks.
  • Due to seasonal needs within the Hospitality Industry it may be necessary to adjust schedules to meet the demands of our business.
  • Performs other duties as assigned.

Supervisory Responsibilities

This job has no supervisory responsibilities.

Education and/or Experience

High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience. Experience with computer software and strong customer service skills.

Certificates, Licenses, Registrations

Hilton Brand training upon hire

Guest Services Associate

We meet and exceed all COVID guidelines to keep you safe. The Hilton discount travel program is a great benefit we offer!

Essential Duties and Responsibilities
• ONQpm CSA Curriculum-perform daily front desk tasks including check-in, check-out, posting, corrections, printing reports, room status, room availability, creating, and modifying groups, Guest/Group messages and hotel room block
• Answers inquiries pertaining to hotel services; shopping, dining, entertainment, travel, transportation and tours, makes reservations, arranges babysitting services, pickup/delivery to Airport at the request of the Guest and sells seasonal tickets when available i.e. Hershey Park, etc. answers, screens, and routes calls.
• Completes Daily Shift Checklist, keeps records of room availability and Guest’s accounts.
• Responsible for maintaining accurate Front Desk cash drawers/Posts charges such as room, sundry items, fax, copy and telephone. Computes bill, collects payment, and makes change for Guests. Deposits Guest’s valuables in safe deposit box at their request.
• Records and delivers all wake up calls.
• Drives a company van as needed.
• Provide a superior experience to all Guests by giving warm hospitality and executing ways to exceed expectations.
Education and/or Experience
High School Diploma or General Education Degree (GED); or 1 year related experience
and/or training in a similar capacity; or equivalent combination of education and experience.
Certificates, Licenses, Registrations
Hilton Brand Training required upon hire
Valid PA Driver’s License

Willow Valley Acquires 2 Hampton Inn & Suites Hotels

Lancaster, PA (October 24, 2016) — Willow Valley Associates, Inc. announced the addition of two Hampton Inn and Suites hotels to their portfolio. The Hampton Inn & Suites Ephrata, and the Hampton Inn & Suites Manheim/Lancaster West (close to the Spooky Nook complex), were acquired on October 24, 2016.

“We’re excited to bring these two strong hotels into our Willow Valley team / family”, said Diane Poillon, President and CEO of Willow Valley Associates. “In the Lancaster region they are strong performers.   We look forward to working with the teams at each site, and to continuing their success in the Lancaster market.”

Poillon announced that Brett Sechrist will be the Regional Manager of Focused Service Hotels for Willow Valley.  He will manage the four focused service hotels in Willow Valley’s portfolio. Previously Sechrist was the General Manager for Willow Valley’s Homewood Suites and Hilton Garden Inn.

Through the last nearly 50 years, Willow Valley has grown from a small motel and restaurant along Willow Street Pike to what is now the Willow Valley family of companies, including the DoubleTree Resort by Hilton Lancaster, Willow Valley Square Shopping Center, Willow Valley Lakes Business & Medical Center, Willow Woods Apartments, Willow Valley Communities (a 2,500 resident, 55+ community), the Hilton Garden Inn and Homewood Suites by Hilton in Harrisburg, and now the Hampton Inn & Suites Ephrata and Hampton Inn & Suites Manheim/Lancaster West.

Landscape Technician

***Offering Fall Sign-on Bonus***

Summary

This position requires the team member to maintain the grounds of commercial and public property by performing the duties listed below. This position is required to be friendly, outgoing and responsive and to Guests, Residents, Tenants and the general public’s questions providing excellent customer service. This position offers opportunity for growth.

Essential Duties and Responsibilities include the following:                                                                   

  • Coordinates seasonal flower programs. Works with growers to check prices and condition of plants.
  • Must be capable of identifying ornamental trees, shrubs, perennials, annuals, and turf along with growth characteristics.
  • Recognize and communicate proposed solutions for improving plant health through horticultural practices.
  • Possess ability to diagnosis disease and insect problems on ornamental trees, shrubs, and turf. Treat plant material by means of liquid spray, injections, or granular applications.
  • Document and maintain application records.
  • Trims and edges around walks, flower beds, and walls.
  • Mulch and maintain landscape beds.
  • Prunes shrubs and trees to shape and improve growth or remove damaged leaves, branches, or twigs.
  • Rakes and removes leaves.
  • Waters lawn, shrubs and annuals.
  • Assists in the coaching and training of Team Members in their positions and when doing special projects.
  • Shovels snow from walks and driveways, operates snow removal equipment, spreads salt on public passage ways to prevent ice buildup.
  • Help guests, residents, and public with questions and directions.
  • Picks up and removes litter from trash receptacles, parking lots, and turf areas.
  • Performs other duties as assigned.

Education and/or Education

High school diploma or general education degree (GED); or up to 1 year related experience and/or training; or equivalent combination of education and experience.

Certifications, Licenses, Registrations

Valid PA Drivers License.  Pennsylvania Commercial Pesticide Applicators License in turf and ornamental categories.

Guest Services Supervisor

Summary

Oversees all guest service operations, including front desk, night audit, reservations/telephone, supervisor of recreation and transportation services to ensure quality and guest satisfaction. Excellent knowledge of property management system/OnQ and R & I. Ensures efficient profitable operations with special attention on provide 100% guest satisfaction.

Essential Duties and Responsibilities include the following:

  • Acts as a Duty Manager for the hotel, ensuring all Guests are satisfied, both internal and external.
  • Schedules all Guest Service Team Members according to budget guidelines – fills in as needed for staff shortages.
  • Responsible for ordering office supplies, front desk uniforms and required Hilton Hotels Corporation Guest Service collateral while operating within monthly budget.
  • Serves as hotel HHonors Champion.
  • Maintains balancing and clearing of house accounts in Hilton OnQ.
  • Responsible for ensuring accurate records in Kronos time system, and signing off weekly.
  • Responsible for ensuring hotel’s OnQ packages and revenue are posted correctly.
  • Responsible for training Guest Service Representatives in accordance with standards as outlined by Hilton Hotels Corporation and Willow Valley (required video & emergency training).
  • Maintains hotel training matrix and is a certified trainer conducting new hire training as scheduled.
  • Conducts monthly Front Desk meeting with outlined agenda.
  • Assist with Guests complaints and special requests.
  • Coordinate work orders with maintenance.
  • Knows and understands all safety and emergency procedures and how to act upon them.
  • Follows all Service Recovery Procedures.
  • Supervise proper handling of cash and responsible for maintaining budget and checkbook.
  • Maximize occupancy by supervising and promoting yield management and suggestive selling of hotel, to ensure total revenue, RevPAR and ADR exceed projections. Helps establish minimum/maximum stay dates through Hilton OnQ.
  • Follows established company policies, procedures, and practices to ensure compliance and consistency with all Team Members and Guests.
  • Provide a superior experience to all Guests by giving warm hospitality and executing ways to exceed expectations.
  • Provide an excellent work environment by listening and reacting to Team Member’s needs. Recognize and reward Team Members during special occasions and achievements.
  • Due to seasonal needs within the Hospitality Industry it may be necessary to adjust schedules to meet the demands of our business.
  • Performs other duties as assigned.

Supervisory Responsibilities

Directly supervises Team Members in Guests Services, and Breakfast Departments.  Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, and training Team Members; planning, assigning, and directing work; appraising performance; rewarding and disciplining Team Members; addressing complaints and resolving problems. Responsible for and designating a back-up for processing departmental payroll components in a timely manner, such as weekly timesheet approvals, transferal of hours, PTO, entering schedules, etc.

Education and /or Experience

Associates degree (A.A.) or equivalent from a two-year college or technical school; or 4 years related experience and/or training; or equivalent combination of education and experience.

Certificates, License, Registrations

Hilton Brand Training upon hire
CPR Certification preferred
RAMP certified as per Hilton’s Standards
Valid PA Driver’s License

Breakfast Attendant

Summary

** 5am – 11am **

Maintains quantity and quality of food items for complimentary food service.

Essential Duties and Responsibilities include the following:

  • Presents, answers questions, and makes suggestions regarding food and service.
  • Providing Guest Service; create purposeful moments: pour coffee or other drinks, serve cookies and freshly baked breakfast pastries while they are still warm, offer to take dirty plates away, offer kids coloring books, etc.
  • Observes Guests to respond to any additional requests.
  • Brews coffee and performs other services as determined by Hilton Hotels Corporation and Willow Valley standards.
  • Replenish food and beverage items as necessary, including alcoholic beverages such as beer and wine on weekdays.
  • Clears and resets counters or tables.
  • Coordinates with Guest Services any scheduled group functions.
  • Maintains accurate stock of all food items and follows “first in first out” guidelines.
  • Places food orders for delivery in a timely manner.
  • Places items in appropriate location during delivery.
  • Responsible for overall cleanliness of all food service areas (which include preparation, serving and consumption areas).
  • Responsible for removing trash.

Restaurant Supervisor

Summary

Supervises and coordinates day to day activities of the Restaurant and Lounge including Room Service to provide fast and courteous service to Guests.

Essential Duties and Responsibilities include the following:

  • Interacts with Guests and Team Members in a positive, welcoming and servant style.
  • Provides supervision and leadership support to Restaurant and Lounge operations.
  • Oversees and enforces all dining services policies and procedures.
  • Schedules Restaurant reservations and arranges parties or special services for diners.
  • Addresses concerns of Guests and Team Members.
  • Assigns work tasks and coordinates activities of dining room Team Members to ensure prompt and courteous service to patrons.
  • Inspects restaurant, lounge and room service stations and server hallways for neatness and cleanliness.
  • Trains and coordinates the restaurant and lounge Team Members in proper service etiquette.
  • Ensures all staff members keep a clean appearance.
  • Has full product knowledge of all menu items.
  • Works in all areas of the restaurant, lounge, room service , banquet area and kitchen when business dictates.
  • Serves as Dining Room Host/Hostess as needed.
  • Has full knowledge of opening and closing procedures.
  • Assists in purchasing of Beer & Spirits.
  • Manages all aspects of dining experience.
  • Works closely with the Restaurant Manager to ensure the highest quality service to our Guests.
  • Due to seasonal needs within the Hospitality Industry it may be necessary to adjust schedules to meet the demands of our business.
  • Performs other duties as assigned.

Supervisory Responsibilities

Manages Team Members in the Food Service Department.  Is responsible for the overall direction, coordination, and evaluation of these unit. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include training, disciplining, scheduling Team Members for work, planning and assigning work, checking work for accuracy and completeness, maintaining performance records, handling Team Member complaints, overseeing safety issues, advising management on policy or operations issues, planning, purchasing, and recruiting.

Education & Experience

Associates Degree or 4 years related experience and/or training; or equivalent combination of education and experience

Certificates, Licenses, Registrations

Hilton Brand Training upon hire
ServSafe Certification required
RAMP Certification preferred but will train
CPR Certification preferred but will train

Maintenance Assistant

Essential Duties and Responsibilities 
• Painting and performing structural repairs to masonry, woodwork, and furnishings of buildings.
• Requisitions tools, equipment, and supplies.
• Suggests changes in working and use of equipment to increase efficiency of work crew.
• Suggests plans to motivate workers to achieve goals.
• Analyzes and resolves work problems, or assists workers in solving work problems.
• Uses proper method to complete work orders. Completes PM work orders.
• Answers paged calls.
• Responsible for master keys/cards.
• Maintains timer and production records.
• Provide a superior experience to all Guests by giving warm hospitality and executing ways to exceed expectations.
• Due to seasonal needs within the Hospitality Industry it may be necessary to adjust schedules to meet the demands of our business.
Certificates, Licenses, Registrations
Valid PA Driver’s License
Education and /or Experience
High school diploma or general education degree (GED); and one year related experience and/or
training; or equivalent combination of education and experience. Must have basic knowledge of
plumbing, HVAC & Electrical maintenance.

Guest Services Supervisor

Summary

Assists Team Leader to ensure efficient and profitable operations by performing the following duties personally or through fellow Team Members.  Also responsible to oversee thorough cash out report, balancing in areas of  petty cash, safe and front desk drawers.  Responsible for ensuring 100% Guest Satisfaction.

Essential Duties and Responsibilities include the following:

  • Responsible for hotel operations in absence of the General Manager, and participates in the MOD Schedule.
  • Schedules all Guest Service Team Members according to budget guidelines – fills in as needed for staff shortages.
  • Responsible for ordering office supplies, front desk uniforms and required Hilton Hotels Corporation Guest Service collateral while operating within monthly budget.
  • Serves as hotel’s Hilton Honors Guest Services manager.
  • Maintains balancing and clearing of house accounts in Hilton OnQ.
  • Responsible for ensuring accurate record of Guest Service and Breakfast Team timeclock punches.
  • Responsible for ensuring hotel’s OnQ packages and revenue are posted correctly.
  • Responsible for training Guest Service Associates in accordance with standards as outlined by Hilton Hotels Corporation and Willow Valley (required video & emergency training).
  • Conducts monthly Front Desk meeting with outlined agenda.
  • Assist with Guests complaints and special requests.
  • Coordinate work orders with maintenance.
  • Supervise proper handling of cash and responsible for maintaining budget and checkbook.
  • Maximize occupancy by supervising and promoting yield management and suggestive selling of hotel, to ensure total revenue, RevPAR and ADR exceed projections. Helps establish minimum/maximum stay dates through Hilton OnQ.
  • Follows established company policies, procedures, and practices to ensure compliance and consistency with all Team Members and Guests.
  • Provide a superior experience to all Guests by giving warm hospitality and executing ways to exceed expectations.
  • Provide an excellent work environment by listening and reacting to Team Member’s needs. Recognize and reward Team Members during special occasions and achievements.
  • Due to seasonal needs within the Hospitality Industry it may be necessary to adjust schedules to meet the demands of our business.
  • Performs other duties as assigned.

Supervisory Responsibilities

Directly supervises Team Members in Guests Services.  Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, and training Team Members; planning, assigning, and directing work; appraising performance; rewarding and disciplining Team Members; addressing complaints and resolving problems. Responsible for and designating a back-up for processing departmental payroll components in a timely manner, such as weekly timesheet approvals, transferal of hours, PTO, entering schedules, etc.

Education and /or Experience

Associates degree (A.A.) or equivalent from a two-year college or technical school; or 4 years related experience and/or training; or equivalent combination of education and experience.

Certificates, License, Registrations

Hilton Brand Training upon hire
Valid PA Driver’s License

Host/Hostess

Summary

Maintains quantity and quality of food items for complimentary food service.
Essential Duties and Responsibilities
• Presents, answers questions, and makes suggestions regarding food and service.
• Providing Guest Service; create purposeful moments: pour coffee or other drinks, serve cookies and freshly baked breakfast pastries while they are still warm, offer to take dirty plates away, offer kids coloring books, etc.
• Observes Guests to respond to any additional requests.
• Coordinates with Guest Services any scheduled group functions.
• Maintains accurate stock of all food items and follows “first in first out” guidelines.
• Places food orders for delivery in a timely manner.
• Responsible for overall cleanliness of all food service areas (which include preparation, serving and consumption areas).
• Provide a superior experience to all Guests by giving warm hospitality and executing ways to exceed expectations.
Certificates, Licenses, Registrations
Hilton Brand training upon hire

Sales Assistant

Summary
The Sales Assistant’s role is to perform Administrative Support to the Sales Department, as well as assist Sales Manager in prospecting, soliciting, booking groups, ecommerce and serving as back-up to the Front Desk.
Essential Duties and Responsibilities include the following:
• Optimize ecommerce sales by managing the website experience for the customer
• Working with eCommerce Manager and the property RDOSM / SM, to ensure content is optimized for searches, as well as relevant to consumers
• Developing relationships with third party vendors to ensure the property is marketed in the best possible placement with the latest and most accurate information
• Develop social networking initiatives, engaging the consumers through emerging social media markets and channels
• Answer incoming calls – direct to appropriate Sales Person.
• Prospects all market segments for new corporate, group and meeting room leads.
• Gather & distribute all group counts & function changes.
• Completes, distributes and makes necessary changes to BEO’s.
• Ability to check and sell meeting and banquet space, overnight rooms and group blocks up to and including writing contracts and BEO’s to complete the sale for incoming leads.
• Maintains collateral material inventory and customer service database.
• Assists in prospecting from sales contacts lists.
• Responsible for all group billing up to and including; daily posting of all group meetings and banquet functions as well as posting for all group guest rooms on a daily basis or as business dictates.
• Performs other duties as assigned.
Education and/or Experience
High School diploma or GED equivalent and 4 years experience; or 4 years of previous work experience is sufficient to complete the tasks required of this position. Previous experience
in hotel sales department preferred.
Certificates, Licenses, Registrations
Hilton Brand Training upon hire
CPR Certification preferred but will train
RAMP certified as per Hilton Standards

General Manager

Summary

Manages hotel to ensure efficient and profitable operation by performing the following duties personally or through fellow Team Members.  Responsible for overall results of the Hotel and Food Service Operations. Develops and operates within a realistic budget annually.  Insures Guest satisfaction with the hotel by continually monitoring programs and services offered and adjusting as needed to meet changing needs.  Is responsible for compliance with all state and federal rules and regulations.  Responsible for ensuring 100% Guest satisfaction.  Responsible for the development and training of staff.

Essential Duties and Responsibilities include the following:

  • Hires and trains Executive Housekeeper, Chief Engineer and Guest Services Manager.  Delegates hiring as appropriate for other staff positions. Approves hiring decisions as appropriate.
  • Conducts orientation for all new Team Members
  • Completes OnQ Property Management System training and all other required Hilton Hotels Corporation and Willow Valley training.
  • Ensures reporting of hotel accounting information to corporate office as indicated on Report Information Chart.
  • Assists with calls on prospects to solicit business, oversees analyzes requirements of function, outlines available hotel facilities and services offered, and quotes prices.
  • Verifies reservations or draws up contracts and obtains signatures.
  • Responsible for food service provided to the Hotel Guests.
  • Establish cost control measure and ensures quality of food provided is up to Hilton, Willow Valley and Health Department Standards
  • Conducts performance appraisals on all Team Leaders, and reviews PRD’s conducted by Team by Team Leaders.
  • Ensures that hotel rooms and common areas are cleaned and maintained according to Hilton Hotels Corporation and Willow Valley standards.
  • Monitors competing lodging establishments closely to keep the hotel in line with room rates and service prices.
  • Develops and maintains operating budgets to ensure total revenue, RevPAR and ADR exceed projections.
  • Maintains accurate records and makes forecasts and projections to insure expenses are in line with projected sales.
  • Reviews budgeted room nights and sales.  Compares with reservations on the books.  Plans appropriate promotions and rate adjustments to assure budgets are met. . Helps establish minimum/maximum stay dates through OnQ and RMS system.
  • Oversees the development and execution of the Sales & Marketing Plan for hotel.
  • Responsible for distribution of collateral advertising and promotion pieces.
  • Serves as On-Call Manager on Duty (as noted on MOD schedule).
  • Serves as Manager on Duty (as noted on MOD schedule).
  • Conducts monthly meetings with each Management Team and Monthly Team Leader meetings with outlined agenda.
  • Oversees completion of weekly Sales Report in OnQ Sales & Events; monitors and updates sales activity in OnQ Sales & Events.
  • Ensure hotel payroll is accurate; responsible for approving/signing off on payroll records.
  • Assist with guest complaints and special requests.
  • Coordinates work orders and maintenance.
  • Supervise proper handling of cash.
  • Maximize occupancy by supervising and promoting yield management and suggestive selling of hotel, to ensure total revenue, RevPAR and ADR exceed projections.
  • Conducts Hilton Hotels Corporation training and other required training according to Quality Assurance and Brand Standards.
  • Listens to guests and Team Members on a regular active basis to receive input and feedback for use in future plans.
  • Keep abreast of all civic and community affairs by participating in essential organizations and activities.
  • Follows established company policies, procedures, and practices to ensure compliance and consistency with all Team Members and Guests.
  • Provide a superior experience to all Guests by giving warm hospitality and executing ways to exceed expectations.
  • Provide an excellent work environment by listening and reacting to Team Member’s needs. Recognize and reward Team Members during special occasions and achievements.
  • Due to seasonal needs within the Hospitality Industry it may be necessary to adjust schedules to meet the demands of the business.
  • Performs other duties as assigned.

Supervisory Responsibilities

Manages subordinate supervisors who supervise Team Members in Guest Services, Laundry,  Housekeeping, Breakfast, Maintenance & Grounds, is responsible for the overall direction, coordination, and evaluation of  these units.  Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, and training Team Members; planning, assigning, and directing    work; appraising performance; rewarding and disciplining Team Members; addressing complaints and resolving problems.

Education and/or Experience

Bachelor’s degree (B. A.) from four-year College or University; or 8 years related experience and/or training; or equivalent combination of education and experience.

Certificates, Licenses, Registrations

Hilton Hotel Corporation General Manager training required within 30 days of assignment.