Guest Service Manager

DESCRIPTION

This job description reflects management's assignment of essential functions; and nothing in this herein restricts management's right to assign or reassign duties and responsibilities to this job at any time.

SUMMARY

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

JOB DUTIES

• Interviews, selects & train associates

• Motivates staff through positive reinforcement, and leading by example

• Provides input during the preparation of the annual budget

• Administers progressive discipline, following company guidelines

• Administers performance appraisals

• Attends required meetings and training

• Conducts departmental and other required meetings for which s/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

• Prepares weekly schedule and monitors payroll to ensure adherence to established budgetary guidelines. Ensures proper staffing to service business demands. Provides coverage as needed

• 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

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

PHYSICAL DEMANDS

• 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

REQUIREMENTS

ABOUT BAYWOOD HOTELS

Baywood Hotels, a privately owned hotel development and management company in the United

States, is proud to be a distinguished leader in the hospitality industry with a portfolio of the finest

brands available.

Established in 1975 with one independent motel in Laurel, Maryland, Baywood Hotels has

been delighting our guests with top rate accommodations and superior service for many years.

Headquartered in Columbia, Maryland, a suburb of Washington, D.C., Baywood also operates

regional offices in Aurora, Colorado; Herndon, Virginia; Pittsford, New York; Miami, Florida

along with San Antonio, Texas. Our portfolio includes over 15 familiar brands across almost all

major hotel chains with locations in the Northeast, New England, Mid-Atlantic, Rocky Mountain,

Southeast, Southwest United States, and India.

Recognized as an innovative leader in the hotel industry, we consistently develop outstanding

properties, resulting in endless recognition and awards from our franchisors, local governments

and other organizations. Baywood Hotels continually drives value by delivering legendary

customer service to each and every one of our guests. In our constant pursuit to achieve

excellence, we are on a continual, intentional quest for opportunity, leaving no possibility

unexplored.

Our Vision

Baywood aspires to provide a life enriching experience for our associates, guests, and the

community. Baywood Hotels is a hotel management and development company, dedicated to

operating premier hotel brands. Our philosophy is based on investing corporate resources in

our dynamic associates who are committed to exceeding our guest expectations while ensuring

optimal financial returns to our investment partners.

It's Better at Baywood!