Guest Service Manager

Hotel Guest Service Manager/Front Desk Manager

Be...an Innovator, a Motivator, a Leader, a Team Player - Most of all, Be Baywood!

With our "It's My Pleasure!" philosophy we have become one of the Nation's fastest growing hotel development & management companies.

Join us as our Hotel Guest Service Manager/Front Desk Manager at our Home2 Suites by Hilton Downingtown Exton Route 30 located at 975 East Lancaster Ave. Downingtown, PA 19335

Successful Candidates:

• Scheduling: Have the Ability to consistently work all shifts as needed, including nights, weekends, and holidays.

• Previous Management/Team Leadership Experience: Minimum of 1-year Hotel experience as a Front Desk Shift Supervisor or 2 years as a Lead Front Desk Agent

• Hilton brand experience strongly preferred.

• Must have valid drivers license in good standing

• Must possess excellent public relations skills and warm and friendly attitude

• Leadership skills and ability to build a team with common goals for overall service culture.

• Strong Accounting & Administrative skills

• Must possess knowledge of hotel interdepartmental relationships and be able to work well with other managers

Summary

Maintains a high quality of services offered to guests through management of the daily functional areas of Reservations, Guest Registration, Concierge Services, Bell Services, Telephone Services, Transportation Services/Valet and Guest Accounting.  Departmental efforts should maintain established operational standards.

Job Duties

• Interviews, selects & train associates

• Motivates staff through positive reinforcement, and leading by example

• Provides input during the preparation of the annual budget

• 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 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 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 supplies, placing orders in a timely manner.

• Communicates with other departments, therefore promoting a seamless operation.

• Ensures that all equipment is maintained properly. Inspects shuttle van and other equipment.

• Ensures proper communication within department by use of meetings, notice boards, log books, memos, etc

• Administers disciplinary action, following company guidelines

• Administers performance appraisals

• Monitors market operations, i.e. cleanliness & merchandising, & inventory, placing 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 

• 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. 

Baywood Hotels is an Equal Opportunity employer and a drug-free workplace. M/F/Vets/Disabled