EMPLOYMENT

INTERN PROGRAM SUMMARY

PROGRAM:
LONG-TERM INTERNSHIP (12 month minimum) Front Office-Guest Services

FOR:
Business Studies Students (General Business, Office, Administrative) or Hospitality-Tourism Students. (Restaurant Management or Food & Beverage studies not available) (3 - 6 students accepted each year at varying arrival and departure times)

COMPANY:
GRAND MARAIS HOTEL COMPANY (Aspen Lodge, Super 8 Motel, The Shoreline )
P.O. Box 667, Grand Marais, Minnesota, USA 55604-0667

CONTACT:
Mr. Tim Nauta: gmhotel@att.net; 218-387-2187 x 5520, Fax: 218-387-2307

MARKET:
Seasonal, destination "resort" area. Beautiful, remote wilderness area catering to snowmobilers, snowboarders, downhill and cross country skiers in the winter. In the summer tourists come for our dramatic Lake Superior setting, inland lakes, waterfalls and cool climate. Our customers enjoy a variety of outdoor activities such as hiking, camping, boating, canoeing, fishing, biking, tennis, golf, browsing unique shops and galleries, or just quiet and relaxation. A popular destination for visitors interested in "Eco Tourism," it is also an area rich in cultural and historic attractions and events, making our area popular for those interested in Cultural-Heritage Tourism.

TERM:
We seek students for a minimum of 12 months, to experience both summer and winter seasons. For recent graduates, a longer stay of 13 to 15 months is desirable to apply learning experiences to training others, procedure analysis and revision, and depending on student's confidence, flexibility, skills and performance, be exposed to management tasks in planning, problem solving and projects.; working on other department projects related to human resources, accounting, marketing or as assistant property managers.

HOUSING:
Shared staff housing is provided. During our busiest times of the year students share a bedroom, living room, kitchen with other international students who are here seasonally. Living quarters and work environment are non-smoking. Students have the opportunity to learn to live on their own, doing grocery shopping, cooking and cleaning and maintaining their own living quarters. This is an excellent opportunity to meet other young people from all over the world.

FINANCIAL:
Rent: $30/week deducted from your weekly paycheck
Wages: Paid weekly. $6.50 hour with a raise possible based on performance, skills and department. (Averages approximately $281/week BEFORE government deductions)
Uniform: See "What to Wear on Duty" under Frequent Questions for Interns, in the Employment Section of our web site: www.gmhotel.net/EmploymentQuestions.htm

PURPOSE OF TRAINING AND JOB DESCRIPTION:

1. Students will be exposed to a basic and broad range of business skills and concepts, including accuracy, sense of detail, setting priorities, follow-through, organizing one's tasks, time and workspace.
2. Students will be exposed to, and work in several departments, including housekeeping, laundry, with an emphasis in front office-guest services. Here they will have the greatest exposure to guests, problem solving, business-marketing programs and human resource concepts and challenges, through staff interaction, training and scheduling.
3. They will receive further development of: math skills in relation to daily accounting situations; concepts of revenue generation using marketing skills, top-down selling, yield management, discounting and pricing strategies; guest relations-customer service.
4. Depending on the student's ability to learn, flexibility, dependability and maturity they could be exposed to some administrative tasks (accounting, human resources, etc.) and exposure to facilities management including tasks related to building and guest security; equipment maintenance; pool-spa testing; heating, ventilating , air conditioning and grounds; compliance with changing franchise, credit card industry and government regulations.
5. They will be responsible to compile their own Training-Reference Manual (to take home) which they will fill from materials gathered in periodic training-work sessions covering such topics as:
   • The 5 Elements of Marketing: Knowing your product, pricing, market, customer and through what promotion
   • Pricing and pricing philosophy. Understanding, and how to apply "yield management."
   • Selling skills to maximize revenue and occupancy ; relative to competition; emphasis on top-down selling
   • Application of seasonal promotional strategies as customers change from season to season
   • Learn and apply key factors for excellent guest service
   • Reservations, confirmations, cancellation policies. How these vary per market location and conditions.
   • Learn computerized Property Management - Reservation Computer System. Guest check in-out.
   • Teamwork within a business. Interfacing with other staff and departments such as housekeeping, maintenance, laundry and administrative-executive offices.
   • Daily open and close procedures . Balancing, accounting. Importance of accuracy, detail and organization.
   • Handling deposits, credit cards, cash, checks. Learn and apply changing customer and security issues
   • Handling a multi-line phone system and other office equipment.
   • Positive guest relations and handling difficult guests.
   • Guest and building emergency procedures, security
   • Importance of personal presentation, appearance, uniform; Professional and courteous telephone skills
6. Students will also receive introductions to "behind-the-scenes" administrative responsibilities that other managers or owners handle such as: Advertising and Promotion, Public Relations & Special Events, Franchising, How computers are used in the company (Take-home materials provided. May also depend on length of internship)
7. Depending on individual's people skills, attitude and performance, the student may be exposed to supervisory tasks such as scheduling, quality control, training and assurance of job completion. Students have also been involved in group and individual projects evaluating and updating procedures to meet changing franchise, market and customer demands, or practical projects relating to the student's field of study.

WORK WEEK:
The work week will usually range from 32 - 45 hours per week. From time to time a student may be called upon to work longer than 40 hours per week if there is an emergency or fill-in staff is needed to cover other employee shifts during vacation periods.

TIME OFF:
During our slower seasons (end of October - mid December and end of March - mid May) we try to coordinate with other staff schedules to allow the student 1 week unpaid vacation time, to travel as they wish elsewhere in the United States, and up to seven additional days off, to be used one day at a time, for "breaks" during off-season. Some interns choose to take blocks of 3-4 days off occasionally, instead of 1 week away.

TRANSPORTATION:
There is not public transportation in our wilderness area yet. Though in Grand Marais, students can walk almost anywhere. A mountain bike, discounted rental or purchase program is available. Most of the students have "pooled" together to buy a used car to share, and resell it when they leave.

SPECIAL CONSIDERATIONS:
We are located in a remote, beautiful wilderness area with special features all its own. Those who enjoy nature, being in the out-of-doors, sports, can take the initiative to explore on their own and who can entertain themselves on their time-off, will be happiest here. Though there are special events throughout the year, we are not near movie theaters, discos or shopping malls. Our new Arrowhead Center for the Arts offers art classes, live theater, music and dance performances throughout the year. Local residents (including interns) may audition to perform in a play. The North House Folk School also offers over 100 unusual classes reminiscent of Scandinavian hand-crafts, building and the arts.

• Students must have excellent English skills to successfully complete training and interface with guests and staff .
• Must show maturity, positive attitude and deal calmly and courteously with others. Must be able to keep personal and social life in proper perspective, and separate from work-training responsibilities.
• Must be able to work under pressure, yet seek to help out others and busy themselves during quiet or slower times.
• Must be comfortable and out-going in working with the public in person and on the phone.
• Must be fluent and comfortable with math (basic addition, subtraction, percentages, division and multiplying) to quickly learn balancing or identify omissions and errors; to deal with cash, check and credit card transactions. Must have an attention to detail and be trustworthy and responsible. Exposure to typewriter (keyboard), computer (especially Microsoft Office) extremely helpful.
• Must enjoy variety and be flexible and willing to do many tasks.
• Demonstrate initiative, desire to learn and problem solve.
• Must be able to meet the physical demands of the job, which includes, but is not limited to, climbing stairs several times a day; reaching, bending, stooping for storing or maintaining work spaces; lifting approximately 40 lbs.; May be asked to work periodic night shifts during the busy seasons only. Front desk requires the ability to be on your feet for extended periods.
• Must be a non-smoker
• Helpful to have a driver's license or get a U.S. or international driver's license while here. Not required.