Director of Housekeeping

Position Mission: Operate the department on a daily basis with the focus on the guest! Lead a department that takes pride in knowing their hard work leads to creating a great experience for the guest! The housekeeping department may never see the impression they leave on the guests, but that first impression of a clean and tidy room is everything.

Position Duties & Responsibilities:
• Operate the department on a daily basis with the focus on the guest! Daily staff meetings are to finish emphasizing that complete guest satisfaction is a priority
• Execute full functionality of our Housekeeping Software to fully benefit from the automated systems provided from “VR Scheduler”
• Create staff schedules based on forecasted occupancy
• Make sure all “room inventory” is completely cleaned on the departure day; therefore providing 100% clean room inventory every day
• Maintain time management of scheduled staff
• Maintain labour and supply budgets
• Manage and maintain department inventory
• Maintain “quality of products” (linen, utensils, in room amenities)
• Maintain consistent training and procedures for “quality of units” through the “work order” process
• Maintain and manage “unit presentation” via the “neat and tidy rule”
• Maintain excellent cleanliness satisfaction scores of above 90% via our guest surveys
• Fully oversee daily housekeeping and laundry operations
• Maintain and manage quality inspection processes of not only guest rooms but all public interior and exterior spaces
• Ensure housekeeping operations are always in compliance with regulations and safety laws
• Ensure the company service standards are fully embraced and supported by the entire department
• Ensure the department has the tools they need for a successful job at all times
• Manage employee uniforms for the department
• Review staffing levels on a regular basis and forecast staffing needs based on occupancy
• Coordinate with the HR director to make sure department is always fully staffed based employment needs forecasted by occupancy
• Participate in safety meetings and manage the department in accordance to achieving an accident free workplace
• Lead and manage a “positive” team and making sure the workplace has zero negativity
• Lead and manage a “professional team” and ensure service standards are being met at all times
• Employee management; leading with enthusiasm, complimenting where compliments are due and disciplining where discipline needs to happen, and coaching where support is needed
• Lead and manage “on ground level” limiting hours in the office to a necessity level
• Reviewing staff performance on a regular basis
• Encourage staff communication. Employees always have observations and ideas, they are the eyes on the ground. Sometimes their notes are not relevant and they need a positive explanation to why things are done a certain way to keep up their morale and not feel that their idea went unheard when in fact they may just not have the full understanding of a larger picture, or when an employee has an idea that is great and perhaps been missed by everyone else, bring that idea further up for possible implementation or changes to procedures.

Reporting Structure:
• This position reports directly to the General Manager on a daily basis
• Additional reporting to the President & CEO
• The Housekeeping Manager and Assistant Housekeeping Manger report to the Director of Housekeeping along with the Crew Leaders and Housekeeping Team
• Peer Reporting Structure with Front Desk Management and Maintenance/Facilities Management

Required Skills and Attributes:
The successful candidate will show traits of a strong work ethic and have a sincere interest in the hospitality industry, and most importantly, have a desire to been in this industry to create great guest experiences. The successful candidate will also be an excellent problem solver, have strong communication skills and demonstrate quality leadership. The Director of Housekeeping will also show an very high attention to detail.

Preferred Experience & Education:
• A minimum of 10 years experience in the hospitality industry
• A minimum of 5 years in hospitality management position
• A degree in Hospitality Management is not required but seen as an asset

Compensation:
$40,000-$50,000 annually based on experience and credentials

Line Cook

Restaurant Information:
Our resort offers two dining venues consisting of our fine dining restaurant The Strand Waterfront Dining & Wine Bar as well as the casual Poplar River Pub. Our venues define and showcase North Shore Cuisine creating unique experiences that compliment a visit to the area. Our culinary offerings are complimented by our expansive wine cellar offering over 1200 bottles of wine. We believe that dining is a key part of the guests vacation experience and we stive to make it a highlight of the trip to the North Shore.

Mission: To excel in an environment where the guest comes first and all aspects of the job are done in a professional manner with the focus on providing a 5 star guest service experience at all times.

Position Duties & Responsibilities:
• Studying and obtaining full knowledge of our training and procedural documents
• Learn and adopt our company’s “Standards of Service”
• Executing breakfast, lunch or dinner service with pride and a focus on the guest experience if though you will not witness the experience
• Ensuring all plates are presented in a manner that is an artform and pays tribute to “culinary arts”
• Production of tickets in a speedy manner that does not impact quality of the meals being produced
• Performing all culinary duties with attention to detail
• Maintaining clean workspaces at all times
• Tending to cleaning of dishes and kitchen utensils
• Executing prep duties in a manner that insures everything is well stocked but is conscious of potential waste
• Contributing to the “no 86 rule”
• Complete daily check lists and task lists when not working on tickets

Reporting Structure:
• This position reports directly to the Food & Beverage Director and the Corporate Executive Chef and their management designees.

Required Skills and Attributes:
The successful candidate will show traits of a strong work ethic and have a sincere interest in the hospitality industry, and most importantly, have a desire to been in this industry to create great guest experiences.

Required attributes of a successful hospitality employee:
• Enthusiastic personality
• Friendly voice
• Contagious smile
• Informative
• Well groomed & excellent hygiene
• Professional
• Excellent communication skills
• Empathetic & understanding
• Excellent problem solving

Excursion Guide

Mission: To excel in an environment where the guest comes first and all aspects of the job are done in a professional manner with the focus on providing a 5 star guest service experience at all times while showcasing the natural beauty of the North Shore!

Position Duties & Responsibilities:
• Lead daily Kayak tours on Lake Superior
• Lead North Shore focused Excursions
• Execute food & beverage components of specific excursions
• Lead naturalists tours
• Learn and showcase extensive knowledge of the area to our guests
• Attend to recreation related amenities at the resort

Reporting Structure:
This position reports directly to the Recreation Manager as well as the Guest Services Manager while having peer reporting with Guest Services Agents and Central Reservation Agents.

Required Skills and Attributes:
The successful candidate will show traits of a strong work ethic and have a sincere interest in the hospitality industry, and most importantly, have a desire to been in this industry to create great guest experiences. The successful candidate will possess and showcase knowledge and skills in outdoor living and nature experiences.

Required attributes of a successful hospitality employee:
• Enthusiastic personality
• Friendly voice
• Contagious smile
• Informative
• Well groomed & excellent hygiene
• Professional
• Excellent communication skills
• Empathetic & understanding
• Excellent problem solving

Guest Service Agent

Position Mission: To excel in an environment where the guest comes first and all aspects of the job are done in a professional manner with the focus on providing a 5 star guest service experience at all times.

Position Duties & Responsibilities:
• Checking guests in and out of the resort
• Managing guest folios
• Folio payment processing
• Managing guest needs and requests in quick order
• Handling all reservations that are not directed through corporate’s Central Reservations
• Making non lodging reservations for dining, spa, tours and excursions
• Sales and stocking of gift shop merchandise

Reporting Structure:
• This position reports directly to the Front Desk Manager and Guest Services Manager

Required Skills and Attributes:
The successful candidate will show traits of a strong work ethic and have a sincere interest in the hospitality industry, and most importantly, have a desire to been in this industry to create great guest experiences. The successful candidate will also be an excellent problem solver, have strong communication skills. The successful candidate will also show a sense of urgency in completing guests tasks while presenting a calm and professional demeaner.

Compensation:
Starting rate of pay of $12.50 per hour

Housekeeper/Laundry Attendant

Position Mission: To excel in an environment where the guest comes first and all aspects of the job are done in a professional manner with the focus on providing impeccable cleanliness standards throughout the resort adding to a 5 star guest experience at all times.

Position Duties & Responsibilities:
• Preparing rooms & suites for guest arrival
• Daily turn-down service for in house guests
• Attending to guest rooms & suites after departure
• Quality laundering of all linens
• Preparing all linens for “in room ready” status (perfectly folded and pressed)
• Attending to overall cleanliness of the entire resort (common areas and grounds)

Reporting Structure:
• This position reports directly to the Director of Housekeeping and management designees of the Housekeeping Department

Required Skills and Attributes:
The successful candidate will show traits of a strong work ethic and have a sincere interest in the hospitality industry, and most importantly, have a desire to been in this industry to create great guest experiences.

Required attributes of a successful hospitality employee:
• Enthusiastic personality
• Friendly voice
• Contagious smile
• Informative
• Well groomed & excellent hygiene
• Professional
• Excellent communication skills
• Empathetic & understanding
• Excellent problem solving