Potential Career Path Front Desk Supervisor or Sales Coordinator Front Office Manager or Sales Manger

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1 Job Description Greet, register and service guests in a friendly and courteous manner according to hotel/brand and sustainability standards. Potential Career Path Front Desk Supervisor or Sales Coordinator Front Office Manager or Sales Manger Position Requirements Immediately greet guest and offer to assist with their needs. Register and assign guests to hotel rooms. Establish method of payment and verify credit. Make and confirm reservations. Compute bills, collect payments, and make change for guests. Transmit and receive messages, using telephones or PMS system. Respond to guest requests in a timely manner. Receive and resolve guest complaints, elevating to supervisor if necessary. Secure guests' valuables in hotel safe or safe-deposit boxes, if not available in guest rooms. Perform bookkeeping activities, such as balancing accounts and conducting audits. Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction. Follow sustainability guidelines and practices related to HHM s Earth View program. Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards. Assist in the breakfast area or assist guests with luggage when staffing assistance is required or during peak periods. Ensure overall guest satisfaction. Perform other duties as requested by management. Experience High School diploma or equivalent preferred. Previous customer service experience or equivalent training required. Knowledge of PMS systems preferred. Work Environment and Context Work schedule varies and may include working on holidays, weekends and alternate shifts.

2 Requires standing for extended periods, walking, pushing, lifting up to 25pounds, bending and reaching; stooping, kneeling, or crouching. Hersha Hospitality Management (HHM) is an industry-leading and growing hotel management, investment, and development firm that provides turn-key management solutions to hotels across the United States. HHM manages world class brands in the select service and full service markets as well as a collection of independent, boutique hotels in key markets.

3 Skills Obtained: administering programs advising people -ESD, I have to advise and help people with any questions or anything that they need help with analyzing data -HIE, I have to analyze and input data into a system assembling apparatus auditing financial reports budgeting expenses calculating numerical data -HIE, I have to calculate numbers and input them into a system finding information handling complaints -HIE, I have to handle complaints from guests handling detail work -HIE, the work I do is very detailed, especially when handling guests reservations planning agendas/meetings planning organizational needs -ESD, I have to plan the entire organization for the semester predicting futures rehabilitating people organizing tasks -HIE, ESD, I have to organize the tasks that I do prioritizing work -HIE, ESD, I have to prioritize all the work I do so I have enough time for everything creating new ideas meeting people -HIE, ESD, I meet new people everyday! evaluating programs editing work updating files -Every night I work, I have to update our hotel files setting up demonstrations -ESD, I have to set up demonstrations throughout the semester on what we are doing sketching charts or diagrams writing reports -HIE, I have to write Manager Reports every night that I work writing for publication expressing feelings -ESD, HIE, if I don t express feelings, then I might not be heard and could be walked over checking for accuracy -HIE, ESD, I have to check that all my numbers are correct and that everything is accurate and going as planned classifying records coaching individuals imagining new solutions tolerating interruptions compiling statistics interpreting languages confronting other people -HIE, confronting people is part of the job, whether it is an intoxicated guest, or confronting co-workers about a problem collecting money -HIE, we have a gift shop and so I have to collect $$ and give back change inventing new ideas dispensing information constructing buildings proposing ideas adapting new procedures -HIE, we always have new procedures and we are always having to adapt to them negotiating/arbitrating conflicts -HIE, have to negotiate conflicts if a guest is unhappy speaking to the public -ESD, have to go to classrooms, and speak at big events with the public coping with deadlines promoting events -ESD, I have to promote our events that our organization holds raising funds -ESD, have to raise funds to keep our organization running! investigating problems locating missing information dramatizing ideas writing letters/papers/proposals questioning others estimating physical space reading volumes of material being thorough -HIE, ESD, have to be thorough and make sure my work is very organizing files

4 remembering information -HIE, ESD, I have to remember names, and people, and numbers, and all sorts of information interviewing prospective employees listening to others -ESD, HIE, always have to be listening to others relating to the public -ESD, have to relate to the public for the public events that we hold concise and clear coordinating schedules/times -ESD, I have to schedule a lot of times and coordinate schedules around other people running meetings -ESD, I have to run meetings every single Wednesday supervising employees enduring long hours managing people -ESD, I have to manage a ton of people and keep it all in order selling products teaching/instructing/training individuals inspecting physical objects entertaining people displaying artistic ideas distributing products deciding uses of money -ESD, I have to work with our finance person and make sure we are using our money for the best managing an organization -President of ESD delegating responsibility -ESD, have to delegate responsibility, especially during Mom s/dad s weekend measuring boundaries serving individuals mediating between people counseling/consulting people motivating others -ESD, have to motivate others all the time, especially during the busy times persuading others operating equipment reporting information summarizing information supporting others -ESD, have to support others all the time, especially during Mom s and Dad s weekend encouraging others -ESD, encouraging others is a full time job in the Hospitality industry delegating responsibilities -ESD, always have to delegate responsibilities, especially during Mom s/dad s weekend determining a problem defining a problem comparing results screening telephone calls maintaining accurate records -HIE,ESD, have to always have accurate records drafting reports collaborating ideas administering medication comprehending ideas overseeing operations -ESD, oversee Brewfest and Winefest teaching/instructing/training individuals becoming actively involved -ESD, always have to be actively involved with the community motivating others thinking in a logical manner -ESD, HIE, especially at the hotel, have to always be logical defining performance standards generating accounts analyzing problems recommending courses of action selling ideas preparing written communications performing numeric analysis setting work/committee goals -ESD, have to set committee goals, so we have them as a group taking personal responsibility -ESD, HIE, if something goes wrong, expressing ideas orally to individuals or groups conducting meetings -ESD, always conducting meetings, every week developing plans for projects thinking of creative ideas making decisions -HIE,ESD, especially being President I have to make a lot of decisions, and being at the hotel at night, I have to make decisions as well resolving conflicts -HIE, if any come up, then I have to resolve those conflicts, quickly conducting interviews -ESD, I have to conduct interviews for Leads, and board positons setting priorities -ESD, HIE, have to set priorities, because if I don t a lot could go wrong gathering information -ESD, always gathering information for the group providing discipline when necessary

5 or right, I have to take personal responsibility maintaining a high level of activity developing a climate of enthusiasm, teamwork, and cooperation creating meaningful and challenging work maintaining emotional control under stress knowledge of community/government affairs enforcing rules and regulations -ESD, being President, I have to enforce the rules and the regulations interacting with people at different levels taking independent action knowledge of concepts and principles meeting new people picking out important information skillfully applying professional knowledge providing customers with service -HIE, always providing our guests with service

6 Mr. Mark Woodman Department: General Manager The Holiday Inn Express & Suites 250 Monsignor O Brien Highway Cambridge, MA NE Brandi Way Pullman, Wa Dear Mr. Woodman, I am writing in response to your advertisement on the HHM (Hersha Hospitality Management) website. Please consider me for the Guest Service position being offered. My training as night audit and working Guest Services for one year, at the Holiday Inn Express in Pullman, as well as my studies in Hospitality Business Management qualifies me for this position. My education at Washington State University has given me a strong background in hospitality and guest services. My concentration of schooling has been in hotels and management. I have developed many skills in how to service guests quickly, efficiently, and with a smile. For my thousand hour requirement, I am working with the Holiday Inn Express, learning/working every position, such as housekeeping, front desk, laundry, and breakfast. I have also worked at the Spaghetti Factory in Lynnwood, Washington and I also worked at one of my schools dining services on campus. While working at the Holiday Inn Express, I am able to test my personal skills with each of the guests that checked in. I am also able to test my skills in patience when situations would get tough, or when a guest is unhappy. I am able to enhance my computer skills while learning the operating system for the hotel. Luckily, this system is used throughout all of the Holiday Inn s Worldwide, so I am more than qualified to use the system. I have also assisted other departments (i.e. breakfast, laundry, and housekeeping) in the hotel to expand my knowledge of what makes the hotel a whole. The enclosed resume provides an overview of my education and experience. Please contact me at your earliest convenience, to discuss my qualifications for this position. Please leave a message at any time at , or me at aprilmariebachman@hotmail.com. Yours Truly, April Bachman Enclosure (1)

7 April Bachman 1560 NE Brandi Way Home: Pullman, WA, Cell: I am looking for an entry level management position. I am looking for full time with a company I can make a long term commitment. Achievements/Awards/Clubs: Eta Sigma Delta Business Fraternity September 2012-Present o President for two years o Honor Society o Traveled to Chicago and New York for the Hotel and Restaurant Conventions o Participated and lead, annual Brewfest and Winefest PROFESSIONAL EXPERIENCE Holiday Inn Express, Pullman, WA November 2014-Present Front Desk Assistant Help customers reserve rooms/banquet rooms Maintains cleanliness of lobby and banquet rooms Provides assistant to the gift shop and the business/work out room Provides assistant to guests who call and need something Any other tasks and duties as assigned Answer telephone calls, provides requested information, provides services or directs the request to those who can provide the information or service Gymboree, Redmond, WA September 2011-August 2014 Shift Lead Helped maintain cleanliness throughout work area Helped customers find form fitting and stylish kids clothing Maintained organization and neatness throughout the store floor Answered questions that customers might have about sizes/sales/styles Preformed open and closing duties (i.e. counting drawers, cleaning, nightly/morning reports) The Old Spaghetti Factory, Lynnwood, WA May 2014-August 2014 Hostess/Marketing Help seat customers in a timely fashion Help make dinner reservations/banquet dinners Answered any questions about the menu/location/parking/reservations Maintained cleanliness of the lobby/bathroom area Help promote banquets and catering done by the restaurant Help market weekly/daily promotions of the menu/coupons EDUCATION Washington State University: Bachelor Arts in Hospitality Business Management Graduation Date: 2016 Reference: Available upon request