EMPLOYMENT OPTIONS

The award winning Townsend Hotel welcomes the opportunity to meet individuals who have the desire, skill, motivation and determination to become a part of a world class organization.

Townsend Hotel Applications are accepted for open positions on Wednesdays between 11am-2pm at our Front Desk. We are located in the heart of downtown Birmingham at 100 Townsend Street, Birmingham, Michigan, 48009.

 

Employment Application

Email our Human Resource Director.

 

Currently Accepting Applications for:

ROOMS DIVISION

Public Area Attendant     Turndown Attendant

Housekeeper         House person

Catering Sales Event Service Manager

Front Desk Agent          Concierge          Night Audit

FOOD & BEVERAGE DIVISION

Chef de Cuisine      Banquet Manager

Rugby Grille AM Supervisor

Server Assistant (Busser)             Part-Time Tea Server    

Expeditor       Host/Hostess

       Banquet Server           Banquet House person

 

Mission Statement & Highlight of Benefits

· Provide a "world class" experience for every guest and client that is engaging, enduring and results in greater business and greater opportunity for hotel staff.

· The work environment will be noted for its open and effective communication, team effort and mutual respect for and between all employees, centered around a philosophy of life long learning.

  • Medical, Dental, Vision and Prescription Coverage
  • Life Insurance
  • Voluntary Insurance Product Line
  • Paid Time Off Program
  • 401k Plan
  • Paid Holidays

EEOC

The Townsend Hotel is an equal opportunity employer and does not discriminate on the basis of race, color, gender, religion, age, sexual orientation, national or ethnic origin, disability, marital status, veteran status or any other occupationally irrelevant criteria.

Public Area Attendant

  • Public Area Cleaning – 60%
    • Checks lobby area and all public restrooms frequently for cleanliness and replenish especially when functions are being held.
    • Vacuum behind Front Desk and cleans offices of hotel.
    • Clean Front lobby, fitness center and business center.
    • Secures housekeeping office and laundry when not present in immediate area
    • Reports any unattended guest requests to Night manager before leaving.
    • Checks outside areas of building, for cleaning and trash removal of outside containers.
  • Laundry / Turndown – 25%
    • Washes and dries as much linen in laundry as time will allow & handle in house guest pressing.
    • Performs guest turndown service when needed
    • Check linen rooms to see if they have been properly secured.

 

Turndown Attendant

  • Operational – 98%
    • Complete task assigned by Director of Housekeeping or Housekeeping Supervisor.
    • Complete 20-item Turndown Checklist up to 50 times per day
    • Understand and maintain the standards of a five-diamond and five-star hotel as determined by industry rating organizations (AAA and Preferred).
    • Professionally handle guest requests and complaints by completing requests or referring them to a Manager or Director.
    • Promptly delivering items left behind by departed guest (lost & found) to a Manager or Director.
  • Cleaning & Upkeep – 2%
    • Identify problems that can inhibit standards of excellence in service and cleanliness.
    • Maintain a clean turndown cart, ice containers and other supplies.
    • Assist with guest room cleaning or laundry as per guest or managers request.
    • Assist with public area cleaning.

Housekeeper

  • Operations – 90%
    • Service the guest rooms according to the standard and systematic procedure:
      • Stripping bed linen.
      • Remove trash
      • Basic inspection of missing, damaged or lost and found items. 
      • Spraying bathroom with chemicals
      • Making the bed.
      • Organize furniture and other items in the room.
      • Clean tub and shower area, sink, toilet and marble counter top.
      • Replenish all items as needed.
      • Dust from top to bottom.
      • Vacuum all areas including bathroom.
      • Do final clockwise inspection of the room.
      • Respect guest belongings, report lost and found items at departure.

House person

PRIMARY RESPONSIBILITIES:

  • Empties all trash receptacles and ashtrays in corridors and public areas.
  • Cleans all outside area walkways; sweeps stairways and landings; cleans railings and washes all EXIT doors.
  • Collects soiled linen from room attendant’s carts and delivers to area assigned.
  • Does high dusting, upholstery, spot carpet cleaning and window cleaning in the Corner Bar four times a year.
  • Move furniture and mattresses as requested.
  • Upon pet/bug room departures, strip all linen and sort for dry cleaning and steam cleaning carpet and upholstery.
  • Assists in keeping all storage areas and linen rooms clean, stocked and organized.  Assists Housekeeping in accepting deliveries, checking supplies, opening cartons, and placing supplies neatly on shelves.
  • Does monthly supply inventory and also reports any shortages in advance to manager.
  • Deliver fresh/clean linen and other guest room supplies to all closets throughout the day.

FRONT DESK AGENT

  • Guest Services – 90%
    • Provide courteous guest service by responding promptly and efficiently to inquiries, directions, requests, complaints, and by accurately processing guest mail and messages.
    • Assists guests upon arrival and departure, handling check-in and check-out procedures.
    • Direct incoming phone call requests to the correct phone extensions.
    • Take reservations when reservations agent is not scheduled.
  • Administrative – 10%
    • Send faxes as needed
    • Print daily and pre shift reports
    • Perform Bucket Checks during shift

Catering Sales Event Service Manager

  • Maximizing catering revenue by penetrating targeted market segments focused on a rolling 45-day window.
  • Establish aggressive catering strategies for targeted markets; with the goal of exceeding individual revenue goals and budget. 
  • Contribute to yield management, filter potential business into The Townsend Hotel to achieve a maximization of rate, and occupancy/usage; find the right business for the Hotel. 
  • Structure selling processes so that selling efforts are efficient; the properly rated business is being pursued; adhere to the 80/20 rule.
  • Prepare documentation and reports to allow proper management decision-making and critical evaluation of markets, activities, revenues, etc.
  • Determine customer budgets and upsell food and beverage to increase the average check, while taking into consideration the personality and background of the program.
  • Coordinate or attend special sales events and sales blitz.
  • Establishment of a structured selling process to achieve established revenue goals.
  • Identify the established client market segments and sub-segments within the hotel marketplace.

Catering Sales Event Service Manager Cont.

  • Collaborate with conference service, banquets, kitchen and front office, on any special guest’s operational needs throughout the client contract and during bi-weekly BEO meetings. 
  • Outline possible operational issues and attempt to resolve issue before client or company arrival. 
  • Participate in bi-weekly one-on-one meetings with the Director of Marketing.
  • Communicate with clients and necessary hotel staff on progress of bookings.
  • Generate Group Recaps for bookings under the guidelines of the property.
  • Inform immediate supervisor promptly of any potential problems or unusual matters of significance for prompt corrective action.

Concierge

  • Guest Services – 90%
    • Must have confidence, be well-spoken, and retain an astounding knowledge of local businesses, clubs, and contacts.
    • Make restaurant reservations, recommend local haunts, set up travel reservations or transportation, arrange for visits to spas or salons, or even procure tickets to special events.
    • Expected to meet any demands, no matter the difficulty.
    • Provide a good first impression for guests.
    • Responsible for welcoming hotel guest in a warm, professional and friendly manner.
    • Ensure that the needs and requests of hotel guests are met, and that each guest has a memorable stay.
    • Expected to be an expert on the local area by answering any guest inquiries regarding the city, events, and attractions.
    • Handles all requests and services for guests, arranges and follows up on reservations which include but are not limited to; transportation, shows, events, spa, golf tee times, restaurant reservations, flowers and other arrangements for special occasions.

Night Audit

  • Guest Services – 70%
    • Provide courteous guest service by responding promptly and efficiently to inquiries, directions, requests, complaints, and by accurately processing guest mail and messages.
    • Assists guests upon arrival and departure, handling check-in and check-out procedures.
    • Direct incoming phone call requests to the correct phone extensions.
    • Take reservations when reservations agent is not scheduled.
  • Administrative – 30%
    • Audits all accounts to ensure they balance, to include such accounts as city ledgers, reservation deposits, credit card accounts, room charges, food and beverage charges, banquet charges, valet charges, dry cleaning charges, and internet and movie charges.
    • Transfers charges and deposits to master accounts.
    • Prepares final reports of all daily revenue summaries.
    • Posts all room and tax revenue summaries.

Chef de Cuisine

Support and assist the Executive Chef in the operation of the Rugby Grille and Room Service.  Oversee the day to day culinary operations of the hotel's fine dining room.  Train and supervise staff and monitor food quality. Select, train and supervise kitchen staff in the proper preparation of menu items, equipment and safety measures. Evaluate performance, give guidance and discipline as necessary to promote quality products.  Visually inspect, select and use the freshest fruits, vegetables, meats, fish, fowl and other food products of the highest standard in the preparation of all menu items.  Read and employ math skills for following recipes.  Prepare requisitions for supplies and food items for production in workstation.  Observe production flow and make adjustments in order to adhere to control procedures for cost and quality. Monitor to ensure proper receiving, storage (including temperature setting) and rotation of food products so as to comply with health department regulations, including coverage, labeling, dating, and placing items in proper containers of kitchen and service areas.  Write, maintain and update all menu specifications, recipes and pictures, production forecasts, and ensure same are being followed.  Check to see that all equipment in the kitchen is clean and in proper working condition and write work tickets for any equipment in need of repair.  

Banquet Manager

Assist in the preparation of the banquet budget as it pertains to equipment and labor necessary to achieve Townsend Hotel goals and standards for maximizing guest satisfaction and perception.  Identify revenue and expense opportunities, issues, and problems.  Adjust inventory, department labor schedules, staff assignments and supplies based on need and usage without loss of quality and standards as set forth in department. Maintain and control equipment so as to limit costs of repair and replacement.  Develop relationship with local/regional vendors to acquire efficient cost control on new/replacement equipment.

Quality:  Know the general operation of the banquet department and how all hotel departments’ work together to achieve business plan objectives and meet/exceed guest expectations.  Know commonly occurring challenges of the F&B business and ways to overcome them.  Maintain sanitation and safety standards such as Emergency Plan, CPR/Heimlich/AED training of employees, proper storage of foods, proper storage of chemicals and so on.

Guest Satisfaction:  Maintain guest satisfaction as the driving philosophy of the Banquet department and The Townsend Hotel.  Personally demonstrate a commitment to guest service/satisfaction through inquiries of service quality and desires and respond promptly to guest(s) needs/desires while maintaining standards.  Promptly handle guest issues/complaints.  Fill in for staff as necessary to achieve guest service and satisfaction.

Rugby Grille AM Supervisor

PRIMARY RESPONSIBILITIES:

  • Knowledge of computerized P.O.S. operations.
  • Observe guests in order to formulate ideas that could exceed guests’ expectations.
  • Comprehends full detailed menu and wine pairings in order to answer all questions regarding substitutions, omissions and food allergies and communicate this information to the guest. 
  • Understands the Rugby Grille seating chart, table numbers and seat numbers in dining room.
  • Prepare proper performance documentation as outlined in training.
  • Greets the guest as they arrive and continues to establish positive rapport throughout their dining experience.
  • Discusses and presents specials and items of interest.
  • Adheres to pre-meal meetings.
  • Performs all necessary side work throughout shift, or as requested by management.
  • Monitors Rugby staff work areas in kitchen and dining room in order to maintain schedule.
  • Notifies management of all problems, complaints, and compliments.

Server Assistant (Busser)

  • Guest Services – 80%
    • Aware at all times of the guest’s needs and works as integral part of the wait/bus person team.
    • Neatly attired in the requested uniform and carries self with a professional and congenial attitude.
    • Pours water for each guest and refills when needed. This included refilling water; coffee and tea whenever below suggested refill line.
    • Remove all unused and dirty dishes once finished by the guest.  Crumbs and does what is necessary to maintain a clean table top.
  • Side Work – 20%
    • Sets up and replaces covers on tables between seating with clean linen, silver and glassware.
    • Keeps proper housekeeping maintenance of dining area.
    • Deliver dirty linen to basement storage area.
    • Ensures proper setup breakdown as well as within the scheduled time frame by wait staff.
    • Reports to work on time (registering in/out on a timecard). Checks any assigned stations for proper setup, supplies, and neatness.

Part-Time Tea Server

  • Guest Services - 70%
    • Welcome guests as they arrive.
    • Pour tea from the right and serve food from the left.
    • Always clear dish and food from right side.
    • Serve older or honored guest first, ladies before gentlemen.
    • Interact with the guests during tea.
    • Make sure they have everything they need, are comfortable and cared for.
  • Set-up / Side Work - 30%
    • Check in at the tea director for the number of reservations and the set-up for the day.
    • Set up tables and chairs, if extra tables and chairs are needed, retrieve them from the storage area.
    • Set up tea side station with screens and tables.
    • Retrieve adequate amount of linen from laundry and set tables for tea reservations.
    • Polish all china, be sure that it is completely clean.  No lipstick on cups, spots on plates or silverware.

 

Expeditor

  • AM And PM Expeditor/ Kitchen Conduct & Guest Services – 80%
    • All Expeditors must maintain professionalism at all times.
    • All Expeditors must be in uniform while working at all times.
    • Expeditors must relay all messages from servers, managers, and host throughout service.
    • Expeditors are to assist any and all team members when and where ever possible to ensure the highest quality service and experience for our guests.
  • AM and PM Pre-Service & Food Runner Responsibilities – 20%
    • Expeditors/Food Runners - Kitchen Stations of Responsibility are - Pantry, Sauté, Grill, Kitchen Expeditor, Dessert, food run, and flambé-table side.
    • Clean all plates and bowls for service
    • Place all clean plates and bowls in appropriate areas for each station
    • Replenish all plates and bowls for each station throughout service when needed
    • Stock kitchen spoons for Chefs stations and replenish throughout service when needed
    • Stock all plates with dollies for underlines for service
    • Check printer paper and replenish throughout service
    • Clean service carts and have ready for service in kitchen

 

Host/Hostess

  • Guest Services – 95%
    • Fully knowledgeable of menu prices, daily specials, menu items, open table and micros systems.
    • Aware at all times of the guest’s needs.
    • Neatly attired at all times in the required uniform/personal clothing and maintains a professional and congenial attitude.
    • Alert to the operation of the Rugby Grille.
    • Receive all incoming telephone calls to the restaurant. Takes reservations properly as assigned by management.
    • Maintains a positive working atmosphere in the dining room and in all areas of contact operationally.
  • Side Work – 5%
    • Perform other reasonably related duties as assigned by immediate supervisor and other management as required.
    • Checks station for neatness, cleanliness, proper setup, and backup supplies.
    • Complete daily abstracts and recordings of specific forms to be used by management.

 

Banquet Server

  • Guest Services – 50%
    • Waits on banquet guests, greets guest pleasantly and introduce self, serves food and beverages to guests.
    • Has knowledge of menu items and methods of preparation and is able to answer guest’s questions.
    • Serves prepared food according to procedures and policies.  Serves several tables simultaneously, coordinating carefully.
    • Returns to tables periodically to remove soiled glassware and dishes, ascertains if additional service is needed, continually reinforces proper service and guest’s satisfaction.
    • Is pleasant, courteous and as helpful as possible to all guests at all times.
  • Event Preparation – 25%
    • Reading and understanding banquet event orders.
    • Ensures tables are clean, properly set, and that chairs are in order.
  • Event Teardown – 25%
    • Completes assigned closing side duties.
    • Sets room for future functions.

Banquet House person

  • Event Preparation – 75%
    • Full knowledge of all banquets held.
    • Report to work on time (registering in/out on your time card).  Check your station for neatness, cleanliness, proper setup and backup supplies if needed.  Ensure setup is correct for upcoming function to be held.
    • Must have service ready at least fifteen minutes prior to scheduled time of function to commence.
    • Maintain cleanliness of the storeroom and all banquet areas, to include cleaning baseboards.
    • Must keep service hallways clean and free of materials not belonging there.
    • Returns to storeroom and stacks on shelves by corresponding labels.  Shakes out and delivers dirty linen to designated areas.
    • Reading and understanding banquet event orders.
  • Guest Services – 25%
    • Must be aware at all times of guest’s needs, always neatly attired in required uniform and carry yourself with a professional and congenial attitude.
    • Keeps alert during functions and has knowledge of add-on and cancellations.