Front Office/Guest Service Supervisor

Summary

Ensures guests receive exceptional service through management of guest service operations, including front desk and breakfast service,

Job Duties

· Interviews, selects & train associates

· Motivates staff through positive reinforcement, and leading by example

· Administers associate coaching and counseling, following company guidelines

· Administers performance appraisals with assistance of AGM

· 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

·Works desk shifts

· 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!