Overnight Guest Experience Coordinator - Twin Farms

Twin Farms is located in bucolic Barnard, Vermont, about 90 minutes from Burlington, three hours from Boston, or five from New York City. Stays are reserved for adults only and are inclusive of all meals, fine wines and spirits, as well as all activities and equipment. 

As one of the world's celebrated Five Star hotels, we recognize that people are essential to our success. Indeed, the very essence of great hospitality comes from the dedication of every member of the Twin Farms team.

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Job Summary

The Evening Guest Experience Coordinator serves as a touchstone of guest support from the afternoon to late evening.  They are available to manage guest needs as well as plan and lead evening experiences that add value to the guests’ stay.  Additionally, the Evening Guest Experience Coordinator serves as an important support to other departments- from assisting in the closing of day’s activities, to preparing for the next day, to completing projects, to communicating expected concerns and needs.  

Primary Functions:

• Coordinate after dinner guest service including bartending, shuttling, guest inquiries,
• Respond to late night inquiries
• Greet and Check-In late night arrivals- provide a warm welcome to Twin Farms, escort guests to accommodations, assist with luggage, review room compendium and amenities, and confirm any scheduled appointments/activities.
• Consolidate guest service logs into one succinct format for the daily guest service meeting
• Plan, promote, and lead occasional after dinner recreation programming (i.e. moonlight hike, astronomy, game night)
• Provide information to guests looking to learn of and access amenities, recreational activities, local attractions, shopping, etc.
• Check for ongoing requests for wakeup call/continental set-up/box lunches/ room service and facilitate arrangements and ensure readiness.
• Assist Dining Staff with the completion of dinner service.
• Light food preparation (i.e. late night snack menu)
• Assist events in special events set-up and breakdown.
• Answer outside phone lines
• Respond to basic reservation and information inquiries from the outside phone lines 
• Prepare welcome cards.
• Troubleshoot guest problems with room amenities, fireplaces, technology access, etc.
• Update guest profiles for preferences/specifications.
• Shuttle guests to various activities/facilities.
• Provide pick-up and delivery for for picnics/barbecues/bonfires; deliver office items, faxes, messages, gifts, and flowers to guests.
• Conduct routine patrols to police grounds, accommodations, and vehicles for presentation/cleanliness, safety, and security; manage and/or report any identified hazards.
• Maintain a log of guest requests, important activity, and prepare a report for Dining and Guest Experience Team

Secondary Functions

• Assist with preparing the dining room for breakfast service
• Assist Grounds with snow/ice removal- including shoveling, and salting of paths.
• Assist with office and main house cleaning
• Provide light detail to vehicles for readiness and occasional detailing of guest vehicles as needed.
• Assist in light set up and take down of seasonal decorations around hotel (no ladder work).
• Check arrival rooms for cleanliness and compliance with guest requests
• Basic repair and maintenance of facilities
• Assist other departments as needed and perform any other duties assigned by supervisor.

Qualifications

• Skilled in presenting a customer-oriented disposition with a professional, positive, and proactive attitude that anticipates and exceeds guest needs/desires and maintains a strict adherence to confidentiality.
• Able to establish, maintain, and follow through on priorities and management of details despite frequent interruptions and changes; can motivate to work independently as well part of a team.
• Requires open, clear, and strong communication skills with team members and guests- including excellent verbal and written abilities.
• communication skills
• Knowledge of property – including rooms, facilities, and outdoor areas.  
• Must demonstrate excellent follow-through and completion of tasks without losing details.
• Ability to perform regular lifting of loads up to 25 lbs at shoulder height and occasional lifting of loads weighing up to 40 pounds.
• Ability to make sound independent decisions in a safe manner consistent with the essential job functions, policies, and procedures.
• Familiar with fundamentals in safe use of operation of various equipment/vehicles.
• Able to react quickly to changing demands and prove resourceful in taking on challenges.
• Able to maintain flexibility with work schedule and demonstrate a sincere level of reliability- including being available to open or close the property, and work weekends/holiday periods.

Education/Training:

• Possession of a valid driver’s license and a clean driving record.
• Minimum of a High School or equivalency degree.

Working Conditions:

• Overnight shift requiring strong ability to motivate and work independently 
• Tasks conducted with ever-changing demands- often through spurts of slow and busy periods
• Work sometimes very physical- involving prolonged standing, sitting, crouching and/or stooping and occasional lifting of light loads- with extremes up to 40lbs.
• Alternating between smooth/uneven surfaces and varying climates- (i.e. snow, ice, & rain).
• Work involves close collaboration with a team as well as staff from other departments.
• Shift hours are typically long with weekend and holiday attendance most always necessary.

Benefits: 

• $1000 SIGN ON BONUS
• Paid time off up to 4 weeks
• Paid sick leave 
• Holiday Pay
• Paid overtime
• Paid health and vision insurance
• Life Insurance
• 401k Matching
• Daily Staff Meal

Working Conditions:

• Tasks often conducted in the stress of a fast-paced environment with ever-changing demands.
• Predominant activity is on feet with continuous walking and standing.
• Frequent reaching, bending, and lifting of light loads with occasional lifting extremes up to approximately 50lbs.
• Work involves a good deal of independent management but also close collaboration with a team.
• Shift hours are typically long with weekend and holiday attendance most always necessary- requires ability to maintain a flexible schedule and work holidays.

STANDARD SPECIFICATIONS

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor.

This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.