Whaler's Cove Lodge

Job List

Main Duties:

• Reports to the Front of House Manager.
• Exhibits strong menu, beverage, and lodge knowledge. If there is something that you don’t know, know where to quickly get the answer.
• Provide outstanding service to our guests.   Exceed their expectations.
• Handles all opening and closing duties required to operate the restaurant, including but not limited to ensuring that all stocking is done, the dining room is clean, break down and set up of buffets, resets of dining space.
• Communicates all necessary and important guest information with the Food and Beverage Management Team.
• Promote environment conducive to teamwork.
• Support co-workers when you can.
• Maintain an open line of communication with the culinary staff, other servers, and management.
• Ask for help when you need it.
• Attend all scheduled meetings, trainings, and events.
• Smile, be pleasant, and great all our guests, using their names whenever possible.
• Adhere to grooming and uniform standards as mentioned in the WCL Employee Handbook.
• Adhere to the WCL Employee Handbook, policies & procedures.
• Handle customer complaints to the best of your ability.  Ensure that the Head Chef, Sous Chef, or Kitchen Manager are involved when necessary.
• Lights the Chaffers 35-minutes before service time and sees to it that the buffet areas are well organized and clean.
• Prepares the coffee and condiments.
• Prepares and maintains the mixing station.
• Monitors that the buffet area is well-stocked and clean. Also inspects the floor area frequently, especially main walkways, for any spills and makes sure it is cleaned immediately.
• Helps clear the tables of used plates and utensils assuring that there are no used plates around that the Guests no longer need.
• Refills condiments and beverages.
• Makes sure the buffet food is fresh and hot, and replenished, in cooperation with Prep Cooks.
• When the meal period is done, makes sure that the tables are clean and buffet areas are clean for the following meal.
• Insures that the cabinets are sanitized, stocked and organized.
• Handle plate ware and glasses carefully and in a sanitary manner.   Avoid breakage by carefully sorting for the dishwasher when dropping of dirty plates.   Wipe debris into trash beforehand.  Don’t let silverware go into the trash.
• Timeliness and time management are imperative.

Wash and put away dishes, help keep our kitchen clean and tidy. June through September. We have 2-3 openings for dishwashers, housing is provided for only 1 (one) diswasher.  Two positions will need to find accommodations in Angoon, Alaska.

Whaler’s Cove Lodge

2019 Guest Services Staff

Reports to: Guest Services Manager

Summary

To create a positive guest experience from first point of contact, through the reservation process, travel, arrival & welcoming, friendly departures, daily activities, processed fish shipments, and gift shop sales for up to 48 Guests per day, for an 74 day operating season. The lodge is located in Southeast Alaska, on Killisnoo Island, just off of Admiralty Island National Monument, near the City of Angoon. This is a remote wilderness lodge specializing in salt & fresh water fishing and ecotourism.

Responsibilities

• Communication HUB
  • VHF Radio Base, Dispatch for All Vessels
  • Front Desk, Phones
• Hosting bi-weekly Welcome and/or Goodbye speeches.
• Accepting and tending to all (in-house) guest requests and communication with other departments (Kitchen, Housekeeping, Maintenance etc.) if so required.
• Fielding Guest Requests for Changes in Daily Boat Schedule 
• Distribution of Guest Transportation Manifests
• Fishing Licenses – Sales, Distribution, Reporting to AK Dept. of Fish & Game
• Checking Reservation Emails Daily
• Guest Correspondence
  • Support Guest Services Manager with all reservations.
    • Working within the Reservation Database (GuestPoint)
  • Inquiries & Information Packets
  • Preparing and Processing Guest Check-in/check-out Paperwork
  • Collecting Deposits & Final Payments, Including TIPS
  • Guest Survey & Feedback Forms
• Preparing and Processing Employee Boat Rental Related Paperwork
• Checking the Incoming and Outgoing Mail; Visits to the Local Post Office
• Meeting and Greeting of Guests after each fishing day to socialize and to take pictures
• Tending to the Gift Shop. Selling merchandise to both guests and employees. Restocking and re-arranging when necessary. Inventory.
• Tending to the fireplace in the Main Lodge. Periodically cleaning of Front Desk work area including the Lobby area.

Skills Required*

• Excellent Customer Service Skills
• Hospitality Industry Experience, Sales or Hosting
• Computer Literacy
• Microsoft Word - Advanced
• Excel – Intermediate to Advanced
• QuickBooks – Intermediate
• Point of Sale systems
• Familiarity with Database Management

Qualifications

• High School Graduate Required, College or University Experience Preferred
• Minimum of 8 years in Customer Service, Hospitality Preferred
• Professional, Positive & Self-Motivated
• Detail-Oriented
• Proficient Communicator
• Written & Oral
• Adaptable
• First Aid Certified Preferred
• Team-Oriented

Dates of Employment

Crew must be available for the entire season.  Guest Services crew will fly to Alaska approximately June 19th and training begins onsite immediately.    Opening day is June 25th and guests are at the lodge, every day, through September 7th. [A1]  We have a 18 week operating season/74 of those days are concurrent with guests.  Flights home will be schedule September 13th through September 20th, depending upon individual contracts.

 

Considerations

Professionalism ~ We require our Guest Services Crew to present themselves in a professional manner at all times.  We always have guests at the lodge (from June into September) with turnover days on Saturdays (every week) and Tuesdays or Wednesdays (alternating every other week).  Because of our remote location, it is very difficult to replace any of our crew.  We expect a commitment to stay the entire season or agreed upon length of contract.  It is important that our applicants understand the operation and what responsibilities will be required of them.

Attitude ~ Our Guest Services crew have a position with very high guest exposure.  It is important that our personnel enjoy people and enjoy showing the guests a good time.  We are looking for individuals who can share the joy of hospitality. We require our team to have a positive attitude, show extraordinary manners, and be courteous at all times.

Safety & Medical ~ Our guides are our eyes and ears on the water. Guides are expected to keep tabs on other vessels from the lodge, including self-guided boats. At times our guides act as radio relay stations if a boat is trying to contact the lodge and is out of VHF range. Guided vessels are required to lend assistance to vessels in emergency situations where life or property is in danger. Guest Service crew staff the VHF radios 24/7 (in shifts) and are required to assist with any communications necessary. 

Operating in the Alaskan environment is inherently dangerous and all of our employees are required to be aware and responsive to any potentially dangerous situation that may arise.

If a situation arises that requires medical attention, crew is to contact the lodge immediately and render any assistance possible. The community of Angoon has a medical clinic with emergency staff available; response time may be delayed. Regional scheduled sea plane service or charters may be available to transport patients to adequate medical care facilities in Juneau or Sitka (this is a minimum 40 minute transport, 90 minutes from time of call to arrival back to emergency services).  In addition the U.S.C.G. Air Station in Sitka has the capability to medevac serious injuries. In any case, the lodge management is to be contacted immediately to ensure a coordinated and timely response.

Guest Services crew must be healthy, physically fit, maintain a clean appearance, be drug-free (pre-employment drug testing and random seasonal drug testing is company policy at company discretion), and be a non-smoker. Anyone who cannot maintain themselves in a professional manner regarding alcohol consumption need not apply.

Company Policy ~ Employees of Whaler’s Cove Lodge are to abide by the most current version of the Employee Handbook (provided at time of hiring). The duties and policies described in this job description are in addition to, and an integral part of, the employee policies set forth in the Employee Handbook.[A2] 

Guest Services Meetings ~ Whaler’s Cove Lodge facilitates training meetings and a weekly Guest Service meeting. The time and place of these meetings is established at the beginning of the season. All Guest Service crew are required to attend these meetings.

Compensation

Salary:   $2,600 to $2,850 per month DOE to start – plus the following:

Tips:  Our guests stay for 3+days, and may tip crew directly or specify tip allocation at checkout. The tip pool is distributed every two weeks with payroll. 

Transportation:  First year employees are responsible for their transportation to and from Juneau, however, upon a successful completion of the season, the employee will be reimbursed the travel cost, with a cap of costs determined upon hire.  Transportation is provided from Juneau, to Whaler’s Cove Lodge and back to Juneau.

Room & Board:  Approximately a $1,500 per month value. 

Accommodations:  While at the lodge, the guides/crew will be housed in private rooms.  Only very few crew rooms have private baths, all others will share bath facilities.  Laundry facilities (including detergent) are provided for the crew along with bedding and bath linens.

Meals:  Our staff enjoys hearty meals served buffet-style in the lodge dining room. There is no obligation for crew to share their meals with guests; crew is welcome to enjoy their meals in the privacy of their rooms, etc.

Personal Items:  Your only living expenses while at the lodge will be personal items: i.e. toiletries, medicines, etc.

Together, the Job Description, Offer of Employment, and Employee Handbook constitute the expectations of our Guest Service crew and are considered a mutual agreement between employee and the lodge.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Whaler’s Cove Lodge is a permit holder in the Tongass National Forest and Admiralty Island National Monument. All rules and regulations are expected to be followed.

The Juneau Expediter will be responsible for driving company vehicles including a Box Truck, Flatbed and/or trailers to pick up all supplies needed for lodge operation. Expediter will work 5-6 days per week, with varied and sporadic schedule based on lodge needs. Must be customer service oriented. 

Weekly Operations include:
  - Load/unload vehicles onto/off of the AMHS ferry. Vehicles range from 19' to 34' - CDL is not required.
  - Picking up/loading all lodge supplies from multiple Juneau purveyors in a time efficient manner (Will be required to transport frozen and perishable goods.) 
  - Must maintain a clean state in vehicles.
  - Will be responsible for verifying purchase orders with received goods, collecting invoices, making employee purchases, and responsible for petty cash handling.

Salary starts at $3150 per month, DOE. Employee will be based out of Juneau, and be responsible for own room and board. 

Required Skills:
Able to consistently lift 50 lbs 
Able to drive and maneuver truck and flatbed trailers (including tight space trailer maneuvering skills)
Forklift experience
Customer service skills
Extremely organized
Excellent phone and email communication skills
Ability to track receipts and provide accurate expense reports. 

Training begins mid-May and Season concludes on the 3rd week of September. Must be able to complete the entire season.

Please go to www.whalerscovelodge.com and click on "Employment Opportunities" for more information on how to apply.

Equal Opportunity Employer

Whaler’s Cove Lodge

2019 Facilities Maintenance Technician

Job Description

Title: Facilities Maintenance Technician

Department(s): Facilities

Reports to: Department Supervisor (Mark Powers)

                                                                                     Job summary

Facilities Maintenance which will include:

• Daily checks and maintenance of facilities. This includes, but is not limited to, plumbing & electrical distribution systems, water treatment and waste water treatment systems,
• Maintaining inventory and stock of facilities related items.
• Respond to Maintenance request orders

Summary of Essential Job Functions

Experience -   Whaler’s Cove Lodge is a remote island resort that must provide all services and be self-sufficient. To this end, the Facilities Supervisor must have a well rounded knowledge of the building trades, including plumbing, electrical, carpentry (foundations to finish carpentry) 

Dates of Employment - Be available for the entire season from approximately May 11 through September 20.  Guests will be at the lodge every day June 21, through September 10, 2016.  

Professionalism - We require our employees to present themselves in a professional manner at all times.  We always have guests at the lodge (from June into September) with turnover days on Saturdays (every week) and Tuesdays or Wednesdays (alternating every other week).  Because of our remote location, it is very difficult to replace any of our crew.  We expect a commitment from our managers to stay the entire season or agreed upon length of contract.  It is important that our applicants understand the operation and what responsibilities will be required of them.

Attitude - Our managers have a position with very high guest exposure.  It is important that our personnel enjoy people and enjoy showing the guests a good time.  The ultra-outdoorsman or the mountain man attitude is not what we are looking for.  We are looking for people who can share knowledge in a positive format of encouragement, reinforcement, and style.  We require our team to have a positive attitude, show extraordinary manners, and be courteous at all times.

                                                                      Daily Schedule & Routine

Start of Day - Breakfast is served at 7:00 am each morning.  Our crew is expected to be at breakfast on time.  The department managers prepare for the day’s activities before breakfast

Mid-Daily Routine- During the day, the Facilities Technician will report to the Facilities Supervisor for prioritized daily tasks.

End of Day - Dinner is served to the guests and the crew at 7:00 pm and is over by 8:15 pm. If circumstances prevent any staff from being able to attend dinner, our chefs and kitchen staff can plate and hold dinner with notice. Live on-site employees are encouraged to enjoy dinner with guests. This adds to the guest’s experience! Occasionally guests may report room deficiencies. Immediate concerns (such as lack of heat or hot water) need to be addressed immediately.  

                                                                            General Expectations

Employee Communication – Our employees are expected to work as a team to ensure the success of every group at Whaler’s Cove Lodge.  It is imperative that our department managers share openly and professionally with all other staff. The Facilities Supervisor is expected to work closely with the Dock Manager, Shop Foreman (Manager), Guest Services Manager and team, Chefs and kitchen team, Housekeeping Manager and team and the General Managers of Whaler’s Cove Lodge. A weekly managers’ meeting is scheduled based on the groups schedule and is mandatory.

Staff Awareness and Safety – Our staff and especially our Department Managers are our eyes and ears on the lodge property. Whaler’s Cove Lodge operates a small town with little to no outside support available. Employees are expected to be on the lookout for potentially dangerous situations and to rectify the issue immediately. If a potential situation cannot be rectified, then it should be reported immediately to your supervisor. Safety is paramount in everything we do!

Medical Assistance - If a situation arises that requires medical attention, employees are to contact the lodge management immediately and render any assistance possible. The community of Angoon has a medical clinic with emergency staff available. Regional scheduled sea plane service or charters may be available to transport patients to adequate medical care facilities in Juneau or Sitka (this is a minimum 40 minute transport).  In addition the U.S.C.G. Air Station in Sitka has the capability to medevac serious injuries. In any case, the lodge management is to be contacted immediately to ensure a coordinated and timely response.

Radios – VHF radio base stations are located in the lodge admin offices (2nd floor), Guest Services counter (main floor lodge), Shop office and the fish processing plant (dock). All vessels are equipped with VHF radios and or guides can and will act as radio relay stations if a boat is trying to contact the lodge and is out of VHF range. Furthermore, each department manager, assistant manager and other select staff carry and monitor handheld VHF radios. The handheld is used for all manners of company information. Each employee assigned a handheld radio is required to maintain its operation (battery charge level) and to wear it while on shift.

                                                                                       Job Requirements

Good communication skills, sound work ethics, be service oriented, and be self-motivated.

Technicians are required to sign a Media Release Form for all forms of media including but not limited to: photography, videography, and audio recordings for television show, internet use. Photography and name reference in print advertising. The Media release form is provided by Whaler’s Cove Lodge at time of hiring. If you do not want your image used in marketing, you must indicate this in writing on the Media Release Form.

Employees must be healthy, physically fit, maintain a clean appearance, and drug-free. Anyone who cannot maintain themselves in a professional manner regarding alcohol consumption need not apply!

The ability to lift 50 lbs. and be free of any mobility limitations is required to perform the duties of this job.

Employees of Whaler’s Cove Lodge are to abide by the most current version of the employee policy manual (provided at time of hiring). The duties and policies described in this job description are in addition to, and an integral part of, the employee policies set forth in the Employee Policy Manual.

Compensation

• Salary: As specified in the Job Offer

• Tips:  Our guests stay for 3 to 10 days and specify tip allocation at checkout. Unallocated tips are distributed among the staff based on the hours worked in the tip period.

Any employee that does not complete their agreed upon contract is not eligible for the last months tips that may have been collected by the lodge. Those tips will be reallocated amongst the remaining department managers and staff.

• Transportation:  Transportation and overnight lodging (over nights as required in Juneau only) are provided to Whaler’s Cove Lodge and back to point of origin upon a successful (complete) season. Travel is only to and from points in the continental U.S. allowance is capped at $1,200 per person, round trip. All travel arrangements are to be made by Whaler’s Cove Lodge logistics staff. This travel allowance does not include luggage fees

• Room & Board:  Included as part of your salary.

• Accommodations:  While at the lodge, the guides/crew will be housed in private rooms with shared bath facilities.  Laundry facilities (including detergent) are provided for the crew along with bedding and towels.

• Meals:  Our staff enjoys hearty meals served buffet-style in the crew dining room.          

• Personal Items:  Your only living expenses while at the lodge will be personal items: i.e. toiletries, medicines, etc.