• Head Guest Services

    Job Locations US-MI-Hillsdale
    Posted Date 1 month ago(10/17/2019 2:59 PM)
    # of Openings
    Dow Conference Center
  • Overview

    Assist the Director of Hospitality Operations by overseeing all guest services staff for the Dow Hotel and Conference Center. The individual will be responsible for the welfare of all guests and clients of the Dow Center while they are on property. This is accomplished through the appropriate care of the physical aspects of the building to include guest rooms, meeting rooms, public areas, rest rooms and the adjacent exterior areas (parking lots and sidewalks). Guest Services staff is responsible for maintaining an environment that is pleasing and inviting to prospective and current guests and clients while providing all amenities necessary to enhance a customer-driven service organization.


    1. Oversee all set up, take down, and audio visual needs of the hotel.
    2. Act as the day-of contact for all conference events.
    3. Schedule all housekeepers and student staff to make sure all guest services needs are taken care of.
    4. Maintain daily housekeeping of hotel rooms following departmental procedures.
    5. Wash, dry, fold, and store all DHCC linen in accordance with accepted and established department laundry procedures.
    6. Maintain a clean entrance to the facility: daily removal of debris, litter, leaves, dirt and snow from entrance to street; emptying trashcans and cleaning cigarette receptacles.
    7. Clean and sanitize restrooms – includes fixtures, hardware, tile, mirrors, partitions and floors. Replenish supplies as needed.
    8. Maintain front lobby, upper and lower lounges, hotel hallways by daily vacuuming, mopping and window washing ensuring all areas are neat and tidy at all times.
    9. Clean carpets, upholstered furniture, conference chairs as needed or scheduled.
    10. Ensure appropriate conference room set-ups/tear downs as needed.
    11. Maintain proper storage of all of all tools, equipment and supplies.
    12. Perform minor maintenance repairs for the safety and comfort of our guests and clients.
    13. Knowledge of AV equipment (LCD projectors, screens, podium & microphones) in order to assist clients as needed.



    To perform this job successfully, an individual must be able to perform each essential duty mentioned satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.


    Education and Experience

    This position requires a high school diploma and two years of customer service and/or hospitality experience or an equivalent combination of education, training or experience sufficient to demonstrate the ability to perform the job.


    Other Skills

    1. Knowledge of principles and processes for providing excellent customer service. 2. Ability to work under limited supervision. 3. Ability to fulfill the requirements of a daily job list. 4. Basic knowledge of computers. 5. Ability to operate department equipment or willingness to learn operation procedures. 6. Ability to understand and follow guidelines, procedures and College standards. 7. Ability to work in a fast-paced environment to ensure time parameters are met when cleaning rooms. 8. Ability to keep calm and remain personable under pressure. 9. Knowledge of safety procedures and requirements or willingness to learn procedures.


    Physical Requirements

    1. This position requires some weekend and holiday work together with flexible starting/stopping times based on hotel needs. 2. Ability to walk, bend, stoop, climb. 3. Ability to safely lift, push, and pull up to 35 pounds. 4. Requires average physical strength. 5. Ability to operate mechanical cleaning equipment as required.


    Personal Characteristics

    The Dow Conference Center interacts with guests, clients, College staff and students. A neat and clean appearance and a pleasant relationship that is supportive of the College and the Dow Center mission are essential. This relationship needs to be supportive and professional while maintaining confidentiality as needed.


    Code of Commitment

    Be a good representative of Hillsdale College to promote the liberal arts, the College’s original Articles of Association and operating principles stated in the Staff Code of Commitment. The Mission Statement should be considered in all aspects of the position. The teaching of Christian faith shall remain a conspicuous aim of the College.


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