What are the responsibilities and job description for the Guest Service Manager position at HOWARD HOSPITALITY LLC?
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
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