Guest Service Manager

Baywood AmbassadorEnsures guests receive exceptional service through management of guest service operations, including front desk, transportation, and breakfast service.Job DutiesInterviews & train associatesMotivates staff through positive reinforcement, and leading by exampleAttends required meetings and trainingConducts departmental and other required meetings for which she/he is responsibleEnsures that established back-up procedures (reports, equipment, etc.) are in placeEnsures that all departmental policies and procedures are adhered toImplements and maintains Baywood & Brand promotional programs and proceduresMonitors guest arrivals, ensuring special requests are met. Coordinates group arrivals and departure when neededMonitors room inventory and status, ensuring the proper room type is available upon guest arrivalEnsures 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, etcCommunicates 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 stockReviews the guest credit report, addressing any issuesReviews passenger logs, driver safety checklists & preventative maintenance logbook to ensure that shuttle van is operated within established guidelinesOperates the shuttle van, when neededReviews departmental checklists, conducting random audits to ensure that tasks are completed as requiredMonitor departmental expenses, including payroll, keeping costs at or below budgeted guidelinesMonitors associate time record, correcting any errors found. Obtains necessary authorization for corrections made, and file all payroll related documents in the appropriate secured locationParticipates in safety initiatives and is an integral part of the Safety Committee.Completes incident reports, taking appropriate action. Notifies appropriate partiesPerforms role of Manager on Duty as neededParticipates 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/QualificationsEducation:Bachelor's degree in hospitality or related field, however skills/knowledge gained through on-the-job training and previous experience may substitute for degreeHilton Experience requiredCertifications / Licenses:Brand Certifications preferredMust have a valid driver's license, in good standing (if property operates a shuttle van).Experience:Minimum of 2 years hotel experienceMinimum of 2 years management experience, of which 1 year is in Hospitality Management.Additional Skills:Bi-lingual (Spanish & English) preferredProficient in Microsoft Office® (Excel, Word)Proficient in the hotel's Property Management System preferredAbility to communicate effectively, both written & oralAbility to multi-taskAbility to motivate and lead a teamAbility 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, & printerAbility to safely operate a passenger shuttle vanAbility to perform job duties of all positions within the departmentAbility to learn and adhere to Brand & Baywood Hotels' standardsAbility to take information from various sources and determine a responsible course of actionAbility to understand interdepartmental relationshipsAbility to operate office equipment and industry specific software (PMS)Ability to remain calm during stressful situationsPhysical DemandsWalking and Standing: 100% (Must be able to stand for the entire shift, usually 8 hours)Sitting: RarelyBending, Stooping, Reaching: OccasionallyLifting, Push/Pull: 40 lbs infrequentlyDriving: RarelyTraveling: NoneEnvironmental Conditions:Inside: Protection from weather conditions but not temperature changesOutside: Rarely