Front Desk Associate

The Pioneer Woman Boarding House is a boutique eight room hotel, opened in April of 2018. Ever since then it has been our goal to help every guest who walks through our door have a unique, enjoyable, and memorable time here in Pawhuska. Whether they are from Oklahoma, a different state, or even a different country, we strive to go above and beyond for them. 

We are looking for folks that:

● Will fully embody The Mercantile culture, delivering an outstanding customer experience. An environment that is filled with kindness, joy, gratitude and delight! Mercantile staff is always friendly, warm, welcoming and open with all visitors and staff.

● Are able to thrive in a fast-paced, high-energy, busy work environment.

● Have flexibility with working hours, weekends and holidays. Work hours will be based on business needs and store hours.

● Are willing to go above and beyond to get the job done.

We are in charge of taking care of all of our guests’ needs, from helping plan their stay before they arrive to helping with their every need once they get here. We help with luggage, history about the town, coffee service, room service, and everything else in between. 

Summary of Key Responsibilities

• Performing Check-in and Check-out tasks

• Restocking and preparing rooms for guests arrival

• Helping guests with luggage

• Showing guests to their rooms

• Making weekly and 24 hour calls to ensure that everything is perfect for their stay

• Collecting necessary information

• Helping plan our guests stay

• Setting up restaurant reservations

• Setting up special requests and surprises

• Answering phone calls

• Providing information about The Pioneer Woman establishments

• Providing information about the Boarding House, our rooms, rates, etc.

• Providing information about Pawhuska and surrounding attractions

• Assisting with daily hospitality hour

• Turndown Service

• Maintaining organization and cleanliness in all areas

• Remaining professional at all times 

• Assisting guests with valet parking and bag check

Specifics

Every morning from 7am to 10:30am we provide a complementary coffee service to our guests. This includes their choice of beverage, a muffin, and/or a scone. We also make ourselves available for room service requests from our guests at any point during their stay - breakfast, lunch, and dinner. 

During the check-out process we help guests carry their luggage downstairs and provide assistance to their vehicle when needed. We bring their vehicle around to our designated parking spots if the guest has valeted. We explain in detail the bill and charges during checkout, process payment, and then collect the room key.

Restocking the rooms involves us working alongside housekeeping to make sure everything is in place for the next guest’s arrival. While housekeeping cleans the room, we restock water, soda, candy, ice, stationary, dishes, guest notes, town guides, and magazines. We make sure that our workstation is kept clean and that everything is in its place for the day and for our new arrivals. When we have guests staying for multiple nights, we make sure that they have everything they need for the day including fresh water, ice, and dishes. 

Preparing and making phone calls involves us calling guests who will be arriving the next day, along with guests arriving the next week. During these phone calls we collect all of the needed information including how many guests will be staying with us, if there are any allergies we need to be made aware of, if they will require any ADA Accommodations during their stay, if they would like any special requests in their room upon arrival, and collect all of their dining times for their stay. 

Check-in for guests involves us collecting their complimentary coffee cards, presenting their reservation cards to them, helping them carry their luggage upstairs, and “introducing” them to the room, where we go over all the specifics of their room so they can be as comfortable as possible. After their luggage is unloaded we offer to valet their car or help them find a suitable parking spot. 

Every night we have a hospitality hour starting at 5pm. We visit each room and provide a glass of house wine or beer and a cheese plate prepared by our chefs. At around 6pm to 6:30pm we do turn down service, where we visit each room, turn down the bed for the night, dim the lights, refill the ice, and leave a plate of freshly baked cookies for the guest to enjoy. 

The rest of the night is spent responding to emails, answering phone calls, filling out paperwork, restocking desk supplies, keeping the lobby clean, and making sure the guests have everything they need during their stay with us.

Required Skills and Abilities

• Good teamwork

• Good Communication

• Friendly and outgoing

• Strong Conversational Skills

• Strong phone skills

• Excellent Customer Service 

• Professional and Clean Appearance

• Computer Skills

• Ability to learn on the job

• Good people skills

• Minor Food handling skills

Qualifications:

•  Flexible Schedule

•  Can stand for long periods of time (8 plus hours)

• Can climb flights of stairs without issue

• Can carry heavy luggage, coolers, boxes, packages etc. (could weigh 50 to 75 pounds)

• Must have reliable transportation

• Must have up to date driver’s license (for valeting cars)

• Must have warm and friendly attitude and hospitality