Abrar Admin

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

Guest Service Manager

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HOWARD HOSPITALITY LLC

About Company

Guest Service Manager