Guest Service Manager

Summary

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

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)

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

Job Type: Full-time

Pay: $14.00 - $15.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Work setting:

• In-person

Experience:

• Hotel experience: 1 year (Preferred)

Work Location: In person