Guest Service Manager

Summary

Ensures guests receive exceptional service through management of guest service operations, including front desk, transportation, and breakfast service,  

Job Duties

• Interviews & train associates

• Motivates staff through positive reinforcement, and leading by example

• Attends required meetings and training

• Conducts departmental and other required meetings for which she/he is responsible

• Ensures that established back-up procedures (reports, equipment, etc.) are in place

• Ensures that all departmental policies and procedures are adhered to

• Implements and maintains Baywood & Brand promotional programs and procedures 

• Monitors guest arrivals, ensuring special requests are met. Coordinates group arrivals and departure when needed

• Monitors room inventory and status, ensuring the proper room type is available upon guest arrival

• Ensures a professional image (physical appearance, demeanor, and verbiage used) is portrayed at all times by associates under his/her supervision.  

• Monitors cleanliness and neatness of departments for which s/he is responsible.

• Monitors inventory of operational supplies, placing orders in a timely manner.

• Ensures proper communication within department by use of meetings, notice boards, log books, memos, etc

• Communicates with other departments, therefore promoting a seamless operation.

• Ensures that all equipment is maintained properly. Inspects shuttle van and other equipment.

• Monitors market operations, i.e. cleanliness, merchandising, and inventory. Place orders in a timely manner.

• Monitors pantry inventory & purchases, ensuring that food supplies are always in stock

• Reviews the guest credit report, addressing any issues

• Reviews passenger logs, driver safety checklists & preventative maintenance logbook to ensure that shuttle van is operated within established guidelines

• Operates the shuttle van, when needed

• Reviews departmental checklists, conducting random audits to ensure that tasks are completed as required

• Monitor departmental expenses, including payroll, keeping costs at or below budgeted guidelines

• Monitors associate time record, correcting any errors found. Obtains necessary authorization for corrections made, and file all payroll related documents in the appropriate secured location 

• Participates in safety initiatives and is an integral part of the Safety Committee.

• Completes incident reports, taking appropriate action. Notifies appropriate parties

• Performs role of Manager on Duty as needed

• Participates in the BEAR activities and other company sponsored community service & fundraising events.

• Additional duties may be added at any time at the discretion of management. 

Consistently models the behavior of a ‘Baywood Ambassador’ who: 

• Maintains a professional image, including physical appearance, verbiage, and body language, at all times.

• Warmly greets both guests and coworkers (using the 10/5, first & last rule) every time they come in contact.

• Actively listens to guests and associates, responding appropriately to their questions and/or concerns. Seeks guidance and/or assistance from others to ensure satisfaction.

• Fosters teamwork by offering assistance to others, as needed.

• Continuously monitors the surroundings at work, in order to identify any cleanliness, safety, security, or building upkeep issues.  Reports discrepancies to the proper department.

• Contributes to a safe work environment by following proper safety guidelines in matters of attire, utilizing protective gear, and following safety procedures.

• Recommends other Baywood properties to our guests, when appropriate.

• Makes a genuine effort to identify and seize each golden opportunity to ‘WOW the guest!’ demonstrating our motto ‘It’s Better at Baywood!

Skills/Qualifications

Education:

• Bachelor’s degree in hospitality or related field, however skills/knowledge gained through on-the-job training and previous experience may substitute for degree

  • Hilton Experience required

Certifications / Licenses:

• Brand Certifications preferred

• Must have a valid driver’s license, in good standing (if property operates a shuttle van).

Experience:

• Minimum of 2 years hotel experience

• Minimum of 2 years management experience, of which 1 year is in Hospitality Management.

Additional Skills: 

• Bi-lingual (Spanish & English) preferred

• Proficient in Microsoft Office® (Excel, Word)

• Proficient in the hotel’s Property Management System  preferred

• Ability to communicate effectively, both written & oral

• Ability to multi-task

• Ability to motivate and lead a team

• Ability to obtain information from various sources, quickly analyze the issue and providing a responsible course of action.

• Ability to operate standard office equipment, including: computer, copier, & printer

• Ability to safely operate a passenger shuttle van

• Ability to perform job duties of all positions within the department

• Ability to learn and adhere to Brand & Baywood Hotels’ standards

• Ability to take information from various sources and determine a responsible course of action

• Ability to understand interdepartmental relationships

• Ability to operate office equipment and industry specific software (PMS)

• Ability to remain calm during stressful situations

• Walking and Standing: 100% (Must be able to stand for the entire shift, usually 8 hours)

• Sitting: Rarely

• Bending, Stooping, Reaching: Occasionally

• Lifting, Push/Pull: 40 lbs infrequently

• Driving: Rarely

• Traveling: None

Environmental Conditions: 

• Inside: Protection from weather conditions but not temperature changes

• Outside: Rarely

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