Manager in Training

Job Description

Job Description:\n\nDescription:\nSUMMARY: \nAdd a Little Adventure to your life! Shore Lodge Whitetail Club is the leading luxury resort and exclusive members club known for creating lifetime experiences for our Members and Guests, a pristine mountain hideaway located on the sandy shores of Payette Lake in McCall Idaho. Our employees enjoy an active and youthful lifestyle, come experience life in the Wilds! \nThe Shore Lodge Whitetail Club Manager in Training (MIT) program is a 1-year learning program, focused on immersing a manager in all aspects involved in managing a Forbes Recommended property and Members Club. The training takes place quarterly rotating through multiple departments, focusing on a different aspect of managing our business. The program trains the MIT on the necessary principles of management including creating the best in-class hospitality experience... Additionally, there is an opportunity for the MIT graduate to step into a Management Role within Shore Lodge Whitetail Club upon completion of the program.\n\nWHAT YOU GET TO DO? \n\n Work as part of the management team to ensure all departmental standards are exceeded.\n Model, enforce, and provide direction and guidance to associates on proper service approaches and techniques to ensure guests and member needs, complaints, and issues are successfully resolved within company guidelines and standards.\n Implement policies and procedures so that high quality is maintained. \n Recommend improvements in operating procedures and working conditions. \n Plan, direct and coordinate activities of workers to meet and/or exceed Forbes standards.\n Assess economic trends and community needs. Coordinate, complete, and oversee job-related activities and assignments by developing and maintaining relationships with key stakeholders; supporting plans and initiatives to meet customer and business needs; identifying and communicating goals and objectives; building accountability for and measuring progress in achieving results; identifying and addressing improvement opportunities; and demonstrating adaptability and promoting continuous learning. \n Ensure compliance with company policies and procedures and support the Shore Lodge Whitetail company mission, values, and standards of ethics and integrity by implementing related action plans; utilize and support our open-door policy; and provide direction and guidance on applying these in executing business processes and practices.\n\nFOOD & BEVERAGE\nHost/Hostess\n\n Control the flow of the room, maintain proper rotation of sections for seating balance and guest satisfaction \n Track guest origin, information, requests and communicate the information to servers\n Respond to and confirm guest reservations, create accurate wait times and monitor waiting lists\n Greet guest, directing them to their table, menu presentation and server expectations.\n Conduct coat check prior to seating, presentation of menus and server introduction\n Communicating to servers the guest details and preferences\n Correctly taking room service orders and sharing with departmental personnel\n Locate guests in the lounge and direct them to their assigned table, monitor bar transfers \n Clean service areas, restock service stations, complete side-work and assist other team members as needed.\n Utilize checklists to prepare the restaurant for opening and closing. \n\nBarista / Barback / Bartender\n\n Prepare and serve hot or cold beverages, such as coffee, espresso drinks, blended coffees, teas and specialty drinks as well as menu items, such as sandwiches or salads, slice fruits, vegetables, desserts, or meats.\n Clean and sanitize work areas, utensils and equipment, clean service or seating areas, take out garbage.\n Check temperatures of freezers, refrigerators, and heating equipment to ensure proper functioning.\n Describe menu items to customers and suggest products that might appeal to them.\n Order, receive and stock supplies and retail products.\n Provide customers with product details, such as coffee blends or preparation descriptions.\n Weigh, grind and pack coffee beans for customers, wrap, label and date food items for sale.\n Create appealing signage to advertise products or events.\n Demonstrate the use of retail equipment, such as espresso machines.\n Clean glassware, bar and table surfaces, and other service areas, prepare and maintain garnish inventory. \n Restock bar with ice, garnishes, liquor, wine, beer, etc.\n Learn cocktail preparation, pour wine and beer meeting Shore Lodge Specifications\n\nService Attendant\n\n Set and clear tables, welcome guests, provide water service\n Prepare orders, verify appropriate silverware and condiments as needed, place on the tray in a way that is appealing and secure for delivery.\n Complete payment processing for orders, including delivery of the check and verifying payment method.\n Stock side stations with proper amounts of silverware, glasses, cups, napkins, etc.\n Expedite guest requests by delivering to guests as needed. \n Conduct hall sweeps, collecting used dishes from rooms, beach and spa and respond to additional guest requests. \n\nServer\n\n Greet guests and present specials, share your enthusiasm for the culinary world, wine and spirits \n Take orders and deliver food and beverage accurately and timely, consistently checking for quality\n Up-sell Food and Beverage options by making well Informed and eloquent suggestions. \n Check in on patrons to be sure their meals are exceeding expectations and take action to correct any issues\n Calculate chit accurately, complete payment processing for orders, including delivery of the check and verifying payment method.\n Diplomatically communicate with all serving and back of house teams, acting as a team\n Assist with opening and closing procedures.\n Clean service areas, restock service stations, complete side work and assist other team members as needed.\n Support and participate in other duties as determined necessary by F&B Management\n\nAssistant Restaurant Manager\n\n Identify and delegate responsibilities to shift leaders and staff to ensure objectives are met and excellent service is consistently achieved. \n Effectively manage the restaurant in the absence of the Restaurant Manager \n Manage operations with passion, integrity, and knowledge while promoting the culture and values of Shore Lodge Whitetail Club \n Provide direction and training to shift leaders, and staff to achieve restaurant goals \n Consistently review staff to identify problems, concerns, and opportunities for improvement \n Provide coaching and feedback to managers and staff and assess performance on an ongoing basis \n Create a positive guest experience by delivering a high level of service and ensuring all staff engage guests to understand their needs and exceed expectations \n Solicit guest feedback to understand the needs and wants of customers \n Coach staff on guest services principles and practices \n Assist in new menu implementation \n Support creative solutions to areas of improvement \n Assist in conducting staff and daily pre-shift meetings \n Recognize and act on strengths and weaknesses of team members, implement strategies with manager to train for areas of improvement and recognize and reward success \n\nLODGING\nFront Desk\n\n Answer multiple phone lines and direct calls resort wide as necessary.\n Assist with room reservations, check in/out procedures and lodge/club orientation.\n Process accurate reservations from incoming calls, prepare guest folios, keys, and applicable information for next day arrivals.\n Assist dissatisfied guests, understanding the situation and mediate acceptable solutions.\n\nNight Audit\n\n Operate as a command center for night emergency contingencies; schedule and execute wake up calls upon request. \n Review and complete daily reports, logs, and closing reporting as necessary.\n Act as a liaison with Shore Lodge Security to make sure Resort and guests are safe and secure.\n Complete billings at end of guest stays, complying with unit cash handling and credit policies and procedures.\n\nConcierge\n\n Oversee daily concierge duties and logistics for services offered.\n Become familiar with the varied software and programs the Concierge department utilizes.\n Provide information on facilities and services, events and attractions, tours, travel routes and transportation schedules and accommodate special requests whenever possible, facilitate amenity requests.\n Provide area maps, directions, brochures, and other literature.\n\nAssistant Front Desk Manager\n\n Interact with Sales Management team members regarding the processing of group business.\n Monitor and maintain group room blocks, rooming lists, and group cutoff dates.\n Understand the timing of the check-in/out process and how it impacts the guest experience and correctly Communicate that timing to the staff/department.\n Participate in the interviewing process, training, scheduling, and supervision of team members\n Gain an understanding of staffing involved in meeting service levels/profitability.\n Maintain awareness of occupancy levels, reservations, group business and special requests or functions and their potential effect on the operations.\n\nGuest Services \n\n Welcome guests and maintain post at the front door. Perform valet parking and in room deliveries as requested.\n Arrange and maintain luggage carts, assist guests with loading/unloading luggage/baggage, escorting to their room, conduct room orientation as well as Shore Lodge/Whitetail Club and general surrounding area.\n Maintain the general cleanliness of the Shore Lodge exterior entry, Lobby, and Bell Staff area.\n Initiate preparation of Movie Theatre reservations and execute start-up of movies, maintain inventory and cleanliness of Theatre Concessions room.\n\nOutdoor Services \n\n Rake beaches daily and remove trash, set up and maintain the water deck, keep walkways swept.\n Set up, track rental items, paddleboards, kayaks, paddles, life vests, and other water/sand toys\n Clean, set up and tear down all outdoor furniture, umbrellas and cushions on the beach, pool and hot tub deck. \n Manage the smores inventory daily, set up and tear down the Smores Firepit area.\n Clean dock surfaces, water and dead head plants on deck. \n Perform continual towel recovery and set up, work closely with laundry for adequate towel supply.\n\nAssistant Guest Services Manager\n\n Effectively supervise the team of Guest Service and Outdoor Service Attendants.\n Support and verify Guest Services Inventory, conduct equipment inspections, and submit recommendations for repair and replacement of equipment.\n Facilitate scheduling with Guest Services Manager, communicating scheduling issues and mitigating challenges.\n Facilitate the training and coaching of team members on proper room orientations.\n Maintain Resort Transportation Vehicles: cleanliness, gas levels, etc.\n Audit and monitor the Game Room and other Resort Amenities for cleanliness and orderliness.\n Support departmental objectives regarding Inventory, completing Requisitions and Purchase Order submissions as needed.\n Understand management and oversight of the property management and POS systems, including posting and adjusting charges.\n Participate in reporting to appropriate parties when required (historical records, financials, payroll, email, HR needs, schedules logs, etc).\n Participate in creating effective incentive/sales programs that positively affect profits, revenues and guest experiences\n\nSpa (The Cove)\n\n Drive sales in assigned areas by ensuring effective merchandise presentation, including accurate and competitive pricing, proper signage, in stock and inventory levels, budgeting and forecasting sales.\n Schedule appointments in person or via phone and respond to email inquiries.\n Greet guests, check them in and out, escort guests to locker room, give tours, assist in selection of retail, re-book for future visits, and answer questions.\n Process gift cards sold through online store (Shopify). Manage opening and closing spa procedures.\n Confirm appointments. Follow up on discrepancies or for guests unable to confirm. \n Fold and stock robes for locker rooms, maintain cleanliness of locker rooms and common areas.\n Take Food and Beverage orders from pool area and place orders with restaurant. Monitor delayed orders. \n Assist in coordinating Spa groups/parties in conjunction with the Spa Manager within booking constraints.\n Act as the “Manager on Duty” during the Spa Director’s absence including providing staff support and guest recovery when needed. \n Ensuring all spa operations are in full compliance with local health and safety codes. \n Assist Director in guest services, computer system and SOP training to maintain consistency.\n Assist with orientation and training of new staff. \n\nRoom Attendant/Public Area Attendant\n\n Obtain list of vacant rooms which need to be cleaned, clean guest rooms to the highest standards.\n Make our guest beds, dust the rooms and furniture, clean the bathrooms and closets.\n Replenish amenities, guestroom, and bath supplies according to the operational standards.\n Clean guest bathroom/bedroom, floor corridor and vacuum the carpet.\n Check and secure the rooms when completed ensuring security and privacy of guests.\n Deliver and retrieve items on loan to guests e.g. iron and ironing boards.\n Inventory all furnishings, linens and room amenities. \n Look for ways to improve and promote quality; apply feedback to improve performance; monitor own work to ensure quality.\n\nTurndown Attendant / Spa Attendant / Laundry Attendant \n\n Provide turn down service by turning back the bedspread, replenishing amenities, linens, and supplies and filling ice bucket as requested by guest, close drapes, tune radio to jazz station, set the lighting for an evening experience.\n Maintain and clean all public areas and employee work areas. \n Replenish supplies in the spa and appropriate public areas as needed. \n Remove food and beverage plates, glasses and trays from the emersion pool areas.\n Sort the used linens to be washed and monitor linens for stains and or damage.\n Dry the linens according to correct temperature settings.\n Fold and stock the linen shelves with clean linens.\n Assist house person and or room attendants with linens when needed.\n\nAssistant Executive Housekeeper\n\n · Prepare and implement the departments’ weekly staffing schedule and ensure there is AM/PM supervisory coverage.\n\n· Lead staff in all their duties to include: Room, Turn Down and House Attendants, Laundry, Spa and Public Area Attendants and Whitetail Public Area Attendants. Supervise and/or attend to any housekeeping needs of guests.\n· Ensure all staff are properly and safely trained and are efficient in their duties.\n· Report directly to the Executive Housekeeper with departmental needs and concerns.\n· Be knowledgeable with V1 software to update rooms, schedule room assignments, generate houseman lists and turn down documents daily. \n· Inspect rooms ensuring they are ready for