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Ensures guests receive exceptional service through management of guest service operations, including front desk, concierge, transportation, valet, bell service, and breakfast service, Reviews passenger logs, driver safety checklists & preventative maintenance logbook to ensure that shuttle van is operated within established guidelines.

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/QualificationsEducation:              Bachelor’s degree in hospitality or related field, however skills/knowledge gained through on-the-job training and previous experience may substitute for degreeCertifications / 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<table border="1" style="border-width:medium;border-style:none"><tbody><tr><td style="width:7in;border:solid white 1pt;border-bottom:solid black 1pt;padding:5pt 5pt 5pt 5pt">Physical Demands</td></tr></tbody></table>        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: NoneEnvironmental Conditions:      Inside: Protection from weather conditions but not temperature changes      Outside: Rarely

Homewood Suites Portsmouth Downtown

Guest Service Manager

Budgeting

Communication Skills

Community and Social Services

Copying Machines

Credit Analysis

Credit Reports

Driver's License

English Language

Equipment Maintenance/Repair

Fundraising

Industry-Specific Software

Leadership

Maintain Compliance

Market Tracking

Merchandising

Microsoft Excel

Microsoft Office

Microsoft Word

Multilingual

Multitasking

Office Equipment

Operations Management

Order Supplies

Performance Reviews

Physical Demands

Printers

Problem Solving Skills

Promotional Programs

Property Maintenance

Property Management

Safety Process

Safety/Work Safety

Spanish Language

Staff Motivation

Team Lead/Manager

Team Player

Time Management

Time Tracking

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Guest Service Manager Homewood Suites Portsmouth Downtown

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