Author Archives: Meghan DiBenedetto

Sales Manager

This position is responsible for generating top line revenue by managing all aspects of the Sales and Marketing Department.  This individual supports the General Manager. This position is responsible for providing leadership and conducting his or her own prospecting and outside sales calls.

Essential Duties & Responsibilities include the following:

  • Calls on prospects to solicit business, analyzes requirements of function, outlines available hotel facilities and services offered, and quotes prices.
  • Prospects all market segments for new corporate, group and meeting room leads. Cultivates lead sources, distributes leads to other hotels in the brand and Willow Valley properties.
  • Identifies best practices and new opportunities for increasing new visitors to discover the property and surpass the consumer’s online experience.
  • Responds to all RFPs and sales leads through the OnQ system, and any other packages or special offers.
  • Conducts site tours of hotel to walk-ins and prospective clients.
  • Establishes and maintains close contact with assigned accounts and target accounts.
  • Uses sales system to make contracts for bookings, and documents weekly sales efforts.
  • Checks and sells meeting and banquet space, overnight rooms, and group blocks. Writes contracts and BEO’s to complete the sale for incoming leads.
  • 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.
  • Confers with customers and Team Members to plan function details such as space requirements, publicity, time schedule, food service, decorations, room set-up, and catering needs.
  • Gathers & distributes all group counts & function changes and makes necessary changes to BEO’s.
  • Reports on hotel sales as indicated on report chart and distributes reports
  • Creates Action Plans and key account action plans. Once approved, accepts responsibility for assigned aspects of the plans.
  • Maintains collateral material inventory and customer service database.
  • Must work minimum of one weekend a month as MOD.
  • Assists Guest Service Representative as needed at the Front Desk.
  • Assists in organizing and planning employee, special recognition, and philanthropic events
  • Provides a superior experience to all Guests by giving warm hospitality and always striving to exceed expectations.
  • Provides an excellent work environment by listening and reacting to Team Members’ needs. Recognizes and rewards Team Members during special occasions and achievements.
  • Completes OnQ Property Management System training and all other required Hilton Hotels and Willow Valley training.
  • Performs other duties as assigned

Due to seasonal needs within the Hospitality Industry, it may be necessary to adjust schedules to meet the demand of our business.

Supervisory Responsibilities

Ability to train and discipline others, plan and/or assign work, check work for accuracy, and prepare a budget. Ability to plan, negotiate with vendors, represent the organization to outside parties, make purchases, conduct research, and advise.

Education & Experience

Associate Degree: or 4 years related experience and/or training is the minimum education level required for this position. Bachelor’s degree preferred.  Outside Sales Experience required.

Certificates, Licenses, Registrations

  • Hilton Brand Training upon hire
  • Valid PA Driver’s License is required.
  • CPR Certification preferred but will train
  • ServSafe Certification preferred but will train
  • RAMP Certification as per Hilton Standards

Signatory Authority

Sign purchase requisitions and invoices for expenditures for products and services continuously required   to carry out the functions of your operational area in accordance with the annual Willow Valley Associates, Inc. Signature Authority Limits.

Safety Policies and Practices

The Team Member in this position is responsible for following Willow Valley’s safety policies and procedures, promoting safety, and identifying areas for improvement. The Team Member must be knowledgeable about and follow Willow Valley’s Safety Manuel. The Team Member will be reviewed annually on workplace safety.

Computer Skills

General Computer Skills with experience in Microsoft Office: Word, Excel, Power Point, Access database and Outlook Email, Internet Software, MS Windows OS, and Kronos.

Complexity & Judgment

Work requires performing non-routine tasks that are related. Problem solving occurs as a regular part of the job. Established practices and procedures are not always available to address all situations. Individual judgment is used on a regular basis.

Guest & Team Member Relations

This position maintains regular contacts with Guests and Team Members and/or public. The purpose of this contact is to address issues and concerns and establish business relationships. Resolving difficult situation is usually referred to a higher-level Team Member.

Reasoning Ability

Ability to define problems collects data, establish facts, and draw conclusions. Ability to interpret an extreme variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Language Skills

Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.  Ability to effectively present information to top management, public groups, and/or boards of directors.

Mathematical Skills

Ability to calculate figures and amounts such as discounts. interest, commissions, proportions, percentages, area, circumference, and volume.  Ability to apply concepts of basic algebra and geometry.

Physical Demands

While performing the duties of this job, the employee is regularly required to sit and talk or hear.  The employee frequently is required to stand and walk.  The employee is occasionally required to use hands to finger, handle, or feel and reach with hands and arms.  The employee must occasionally lift and/or move up to 10 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate (Business office with computer, printers, light traffic)

Bartender

Summary

Prepares and serves alcoholic and non-alcoholic beverages to Guests in the Lounge/Restaurant and Banquets by using standard recipes in compliance with the Hilton Brand Standards.

Description

  • Possesses knowledge of liquor, beer, and wine products sufficient to work in a hotel lounge.
  • Possesses ability to follow recipes and mix cocktails commonly known in the beverage industry.
  • Fulfills hotel Guest requests for beverages and food in the lounge and those ordered by the Restaurant Staff.
  • Performs beverage inventory calculations and reads and prepare daily par sheets.
  • Stocks beer, liquor, and wines to maintain par levels.
  • Possesses ability to effectively deal with Guests, some of whom will require high levels of patience, tact, and diplomacy to defuse anger and/or discontinue service of alcoholic beverages.
  • Possesses ability to respond to a variety of crisis situations to limit property damage and minimize Guest injury and stress – knows when to call security.
  • Has good computer and organizational skills and adheres to accounting standards of operation.
  • Serves as a Banquet Bartender when necessary.
  • Provides a superior experience to all Guests by giving warm hospitality and executing ways to exceed expectations.
  • Performs other duties as assigned.

Due to seasonal needs within the Hospitality Industry, it may be necessary to adjust schedules to meet the demands of our business.

Supervisory Responsibilities

This position has no supervisory responsibilities

Education and/or Experience

High School Diploma or General Education Degree (GED); and 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
  • RAMP Training Program required
  • ServSafe Certification preferred but will train

Host/Hostess

Summary

Coordinates activities of dining room personnel to provide fast and courteous service to patrons.

Essential Duties & Responsibilities include the following:                                            

  •  Interacts with Guests and Team Members in a positive, welcoming, and servant style.
    •  Greets Guests and escorts them to tables.
    •  Addresses concerns of patrons.
    •  Takes reservations.
    •  Collects payment from customers.
    •  Busses and resets tables.
    •  Totals receipts at end of shift to verify sales and clears cash drawer.
    •  Answers phone.
    •  Other duties as assigned.

Supervisory Responsibilities

This position has no supervisory responsibilities

Education and/or Experience

No prior experience or training.

Certificates, Licenses, Registrations

Hilton Brand Training upon hire

RAMP Training preferred

Serv Safe Training preferred

Night Auditor

  • Summary:
    • Responsible for performing close of day procedures for the hotel along with performing Guest Service duties.
  • Night Auditor Duties:
    • ONQPM Night Audit Curriculum –performs daily night audit tasks, including check-ins, check-outs, postings, corrections, printing reports, room status, room availability, creating and modifying groups Guests/Groups messages, and hotel room block.
    • Prepares and examines daily financial reports for the hotel.
    • Balances room, restaurant revenue, accounts, and pay-outs.
    • Researches and resolves out-of-balance situations.
    • Prints, collates, and files reports. 
  • In conjunction with Guest Services Associate duties:
    • Greets, registers, and assigns room keys, and gives out information on room location/directions.
    • 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.
    • Answer telephone calls promptly and politely, in accordance with the Hilton Brand Standards, and transmits and receives telephone messages. Supplies information to callers and records messages.
    • Answers inquiries pertaining to hotel services; shopping, dining, entertainment, travel, transportation and tours, makes reservations, arranges pickup/delivery to train station/airport at the request of the Guest.
    • Completes Daily Shift Checklist, keeps records of room availability and Guest’s accounts.
    • Records and delivers all wake up calls.
    • Assists in delivery of luggage, fruit baskets, flowers, etc. to Guests.
    • Operates paging system to relay in-house announcements or call individuals to phone/reports tasks.
    • Sells items from the Suite Shop which may include alcohol.
    • Provides a superior experience to all Guests by giving warm hospitality and executing ways to exceed expectations.
    • Performs other duties as assigned. Due to seasonal needs within the Hospitality Industry, it may be necessary to adjust schedules to meet the demands of our business.
  • 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.
  • Certifications, Licenses, Registrations
    • CPR Certification preferred but will train
    • Hilton Brand Training required upon hire
    • RAMP Certified as per Hilton’s Standards                      

Full-Time Housekeeper

Be part of team that creates a clean, safe, and welcoming environment for our guests!

NO PRIOR HOUSEKEEPING EXPERIENCE IS NEEDED. WE WILL TRAIN CANDIDATES ON THE JOB.  

BASIC RESPONSIBILITIES:

  • A friendly demeanor and willingness to provide an excellent experience to guests
  • Good time management
  • Ability to uphold our pristine level of cleanliness
  • Get rooms ready for guests checking in
  • Assist with lobby, pool, and fitness center cleaning duties
  • Start time typically at 8:00 or 9 a.m.; weekends required
  • Must have dependable transportation

Members of our Housekeeping team spend their days in various areas of the hotel – cleaning common areas and guest rooms and doing laundry. 

FUNDAMENTALS:

Must be able to stand and walk during the shift and perform repetitive motions which include:

  • Bending
  • Lifting
  • Pushing
  • Pulling
  • Carrying
  • Moving up to 30 pounds.

WILLOW VALLEY, A LOCAL LANCASTER COUNTY COMPANY, OFFERS THE FOLLOWING FULL-TIME BENEFITS:

  • Medical, Dental, and Vision Insurance
  • Matching 401(k)
  • Employee Assistance Program
  • Free Life Insurance
  • Paid Time Off
  • Hotel Discount Program
  • Fun Work Environment!

Full-Time Housekeeper

Be part of team that creates a clean, safe, and welcoming environment for our guests!

No prior housekeeping experience is needed. We will train candidates on the job.  

Basic Responsibilities:

  • A friendly demeanor and willingness to provide an excellent experience to guests
  • Good time management
  • Ability to uphold our pristine level of cleanliness
  • Get rooms ready for guests checking in
  • Assist with lobby, pool, and fitness center cleaning duties
  • Start time typically at 8:00 or 9 a.m.; weekends required
  • Part Time – Weekends
  • Must have dependable transportation

Members of our Housekeeping team spend their days in various areas of the hotel – cleaning common areas and guest rooms and doing laundry. 

Fundamentals:

Must be able to stand and walk during the shift and perform repetitive motions which include:

  • Bending
  • Lifting
  • Pushing
  • Pulling
  • Carrying
  • Moving up to 30 pounds.

Willow Valley, a local Lancaster County company, offers the following full-time benefits:

  • Medical, Dental, and Vision Insurance
  • Matching 401(k)
  • Employee Assistance Program
  • Free Life Insurance
  • Paid Time Off
  • Hotel Discount Program
  • Fun Work Environment!

Weekend Housekeeper

Part time housekeeper WEEKENDS

Be part of team that creates a clean, safe, and welcoming environment for our guests!

No prior housekeeping experience is needed. We will train candidates on the job.  

Basic Responsibilities:

  • A friendly demeanor and willingness to provide an excellent experience to guests
  • Good time management
  • Ability to uphold our pristine level of cleanliness
  • Get rooms ready for guests checking in
  • Assist with lobby, pool, and fitness center cleaning duties
  • Start time typically at 8:00 or 9 a.m.; weekends required
  • Part Time – Weekends
  • Must have dependable transportation

Members of our Housekeeping team spend their days in various areas of the hotel – cleaning common areas and guest rooms, and doing laundry. 

Fundamentals:

Must be able to stand and walk during the shift and perform repetitive motions which include:

  • Bending
  • Lifting
  • Pushing
  • Pulling
  • Carrying
  • Moving up to 30 pounds.

Willow Valley, a local Lancaster County company, offers the following benefits:

  • Medical, Dental, and Vision Insurance (FT)  
  • Dental and Vision Insurance (PT)
  • Matching 401(k)
  • Employee Assistance Program
  • Paid Time Off (FT)
  • Hotel Discount Program
  • Fun Work Environment!

Pro Shop Attendant

Description

Position requires a strong knowledge of golf operations. Handles cash and credit card transactions, stages and inspects golf carts daily.  Maintains the course flow by performing Ranger duties through positioning of groups to avoid congestion. Works with the Superintendent to regulate cart rules and special situations.  Maintains a positive attitude with guests, team members and the general public.  Represents Willow Valley in all situations to enhance the guest experience.

Essential Duties and Responsibilities include the following:

  • Communicates effectively with customers in a pleasant and cooperative manner on the phone and in the pro shop.
  • Schedules tee times for customers and maintains course flow while manning the shop. Notes any special groups on the golf calendar to ensure their outing runs smoothly.
  • Understands the game of golf, explains course rules, and cautions golfers against personal/turf injury.
  • Records all rounds of golf played and carts utilized during the day at the close of business.
  • Coordinate tournament activities when required, collecting entry fees, and recording scores of individuals playing in the event.
  • Make decisions on course condition if Super is not available.   Sound horn if lightening is in the area to clear the course.
  • Follow direction on cart rules and playing conditions and post appropriate signage to direct patrons.
  • Assist during special events and provide a professional appearance and strong golf knowledge.
  • Answers customer’s questions concerning carts, golf club rentals, merchandise, and golfing services.
  • Total price and tax on merchandise and golfing services purchased by customers to determine bill.
  • Operates Point of Sale cash register, accepts payment and makes change for golfers with rental carts/clubs.
  • Sets up advertising displays or arranges merchandise on counters or tables to promote sales.
  • Wraps or bags merchandise for customers/accommodates golfers with rental carts /clubs.
  • Cleans/vacuums shelves, counters, restrooms and pro shop floors and lock doors at the end of the day.
  • Removes and records amount of cash in register at the end of shift.  
  • Prepares  and brings all necessary paperwork for evening money drop to DoubleTree Front Desk.

Requirements Education and/or Experience

High school diploma or general education degree(GED); or Golf Management Degree or one to three months related experience and/or training; or equivalent combination of education and experience in a golf operation.

Recreation Attendant

Summary

Maintains a staff presence in the pool area, is available for Guest questions and ensures the area around the pool/waterpark is clean and orderly.

Essential Duties and Responsibilities include the following:

  • Oversees and participates in guest games, activities, holidays, and events.
  • Reports any incident on the proper form and sends to Rec Manager for signature before sending to HR.
  • Completes daily checklists for pool areas.
  • Continuing general clean-up of pool area, cleans skimmers, empties trash, and picks up litter.
  • Involved with in-house Guest relations.
  • Assists Guests in using the ADA chair.
  • Follows Department of Health pool regulations.
  • Creates a Great Experience for Guests by giving warm hospitality and exceeding expectations                      

Education and/or Experiences

 Less than high school education; or up to one month related experience or training; or equivalent

 combination of education and experience.

 Certificates, Licenses, Registrations

 CPR /First Aid Certification Preferred but will train

Weekend Houseperson

Weekend hours – 8:00am to 4:30pm – Saturday and Sunday

The houseperson keeps premises of hotel in clean and orderly condition.

Essential Duties and Responsibilities include the following:

  • Picks-up trash at entrances, parking areas, flower beds, empties outside receptacles, sweep entrances & sidewalks, transports trash to waste disposal area.
  • General daily cleaning/vacuuming of hallways, restrooms, corridors, elevators, stairways, lobby and other designed work areas.
  • Tags and turns in all Lost & Found items to the Supervisor.
  • 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.
  • Performs other duties as assigned.

Hotel Operations Manager

Summary

The purpose of the Operations Manager is to be a proactive representative of the hotel, who is aimed at creating an environment that achieves the highest possible team member and guest satisfaction.

Responsible to assist in overseeing accommodations, food and beverage, receptions, conference, and banqueting. They are responsible for maximizing guest satisfaction and for excellent attention to detail. 

Assists Team Leaders to ensure efficient and profitable operations by performing the following duties personally or through fellow Team Members. Coordinates and provides leadership to the Team.  Responsible for ensuring 100% Guest satisfaction.

Essential Duties and Responsibilities include the following:

  • Promotes a culture of excellence in guest satisfaction through a warm welcome and desire to exceed expectations
  • Maintains a high personal level of visibility throughout the Resort.
  • Creates and nurtures a property environment that emphasizes motivation, empowerment, teamwork, continuous improvement and a passion for providing service.
  • Leads by example by demonstrating self-confidence, energy, and enthusiasm.
  • Extends professionalism and courtesy to team members and guests at all times.
  • Completes Hotel Management System training, along with Willow Valley training.
  • Is responsible for all the day-to-day queries, complaints, or problems that arise in the hotel.
  • Stays updated daily/weekly on hotel business levels, groups, etc.
  • Monitors the hotel caterings and stay updated with all updates and amendments
  • Assists in the review of forecasted room and food sales.  Attends weekly meetings and assist with monthly revenue forecast updates.
  • Attends BEO/Catering, sales and marketing meetings.
  • Strong focus and presence in food and beverage and catering to ensure highest quality of service.
  • Carries out regular inspections of all departments in the areas of guest service.
  • Steps-in to assist HODs with any situations or in their absence.
  • Maximizes financial opportunities and achieves pro-active up-selling environment throughout the hotel.
  • Follows established company policies, procedures, and practices to ensure compliance and consistency with all Team Members and Guests.
  • Serves as Manager on Duty when on shift.
  • Schedule requires flexibility.
  • Performs other duties as assigned.

Supervisory Responsibilities

Carries out Team Leader responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include assisting when needed with: interviewing, hiring, and training Team Members; planning, assigning, and directing work; appraising performance; rewarding and disciplining Team Members; addressing complaints and resolving problems.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

Associate’s Degree (A.A.) or equivalent from two-year college or technical school; two to three years related experience and/or training; or equivalent combination of education and experience.

Certificates, Licenses, Registrations

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

Safety Policies and Practices

The Team Member in this position is responsible for following Willow Valley’s safety policies and procedures, promoting safety, and identifying areas for improvement. The Team Member must be knowledgeable about and follow Willow Valley’s Safety Manual. The Team Member will be reviewed annually on workplace safety.

Aware of safety hazards and acts pro-actively to prevent injuries. Reports injuries and illness promptly and thoroughly. Attends training meetings, performs site safety inspections and conducts Team Member training when appropriate.

Computer Skills

General Computer Skills with experience using Word, Excel, Power Point, Email Internet Software, MS Windows OS and Hilton OnQ.

Signatory Authority

Sign purchase requisitions and invoices for expenditures for products and services continuously required to carry out the functions of your operational area in accordance with the annual Willow Valley Associates, Inc. Signature Authority Limits.

Complexity and Judgment

Work involves the performance of complicated tasks and require consistent investigation and interpretations in unusual situations. Independent judgment is used on a continuous basis.

Guest & Team Member Relations

This position requires the ability to resolve issues with Guests, Team Members and/or the public. Influencing and persuasion are frequently used skills of this position.

Reasoning Ability

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Language Skills

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Mathematical Skills

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.  Ability to apply concepts of basic algebra and geometry.

Physical Demands

While performing the duties of this job, the Team Member is regularly required to use hands to finger, handle, or feel and talk or hear.  The Team Member frequently is required to stand; walk; sit; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell.  The Team Member must frequently lift and/or move up to 25 pounds and occasionally lift and/or move more than 100 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Work Environment

The noise level in the work environment is usually moderate.

Guest Services Supervisor

Summary

Coordinates front office activities of hotel and resolves problems arising from Guests’ complaints, reservation and room assignment activities, and unusual requests and inquiries by performing the following duties personally or through subordinate supervisors.

Essential Duties and Responsibilities include the following:

  • Responsible for training Guest Services Team Members in accordance with standards as outlined by Hilton Hotels Corporation and Willow Valley (required video & emergency training).
  • Scheduling and staffing according to budget guidelines. Plans work schedules to ensure adequate service.
  • ONQPM GSA Curriculum-perform daily front desk tasks, including check-in, check-outs, issuing room keys, answering, screening and routes outside calls, postings, corrections, printing reports, room status, room availability creating and modifying groups, guests/group messages and hotel room blocks.
  • Confers and cooperates with other department heads to ensure coordination of activities.
  • Operates paging system to relay in-house announcements or call individuals to phone.
  • Reports tasks to the Maintenance, Housekeeping, Common Area, and Management using Hotel Expert.
  • Answers inquiries pertaining to hotel services; registration of guests; recreational facilities in the area; shopping, dining, entertainment, and travel directions. Sells a variety of seasonal tickets.
  • Handling Guest complaints through face to face interaction or written or verbal response.
  • Conducts monthly front desk meetings with outlined agenda
  • Serves as Manager on Duty (MOD)
  • Responsible to oversee thorough cash out report, balancing in areas of petty cash, safe and front desk drawers.
  • Prepares Incident Reports when necessary.
  • Performs other duties as assigned.

Due to seasonal needs within the hospitality industry, it may be necessary to adjust schedules to meet the demands of our business.

Supervisory Responsibility

Manages Team members in the Guest Services 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 and/or Experience

One-year certificate from college or technical school; or up to one year of related experience and/or training; or equivalent combination of education and experience.

Certificates, Licenses, Registrations

  • Valid PA Driver’s License
  • CPR Certification preferred but will train

Benefits

  • Medical, Dental, and Vision Insurance
  • Matching 401(k)
  • Employee Assistance Program
  • Free Life Insurance
  • Paid Time Off
  • Holiday Pay
  • Hotel Discount Program
  • Fun Work Environment!