Guest Service Manager
Hampton Inn by Hilton Ithaca Hampton Inn by Hilton Ithaca Ithaca, NY Ithaca, NY Full-time Full-time $18 - $20 an hour $18 - $20 an hour 1 day ago 1 day ago 1 day ago Are you interested in learning and ready to grow within hospitality? Do you enjoy being part of a team? We encourage you to check out our Hampton Inn!! Guest Service Manager This job description reflects management's assignment of essential functions; and nothing in this herein restricts management's right to assign or reassign duties and responsibilities to this job at any time.
Summary Ensures guests receive exceptional service through management of guest service operations.
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.
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 on any 3 shifts at any time.
Completes Hilton reports weekly & monthly.
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
Experience:
Minimum of 2 years hotel experience (preferred) Minimum of 2 years management experience, of which 1 year is in Hospitality Management.
(preferred) Additional Skills:
Bi-lingual (Spanish & English) preferred Proficient in Microsoft Office (Excel, Word) Proficient in the hotel's Property Management System preferred (PEP) 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 Environmental Conditions:
Inside:
Protection from weather conditions but not temperature changes Outside:
Rarely Job Type:
Full-time Pay:
$18.
00 - $20.
00 per hour
Benefits:
401(k) Dental insurance Employee discount Flexible schedule Free parking Health insurance Life insurance Paid time off Parental leave Vision insurance Schedule:
10 hour shift 8 hour shift Day shift Evening shift Every weekend Holidays Morning shift Nights as needed On call Work setting:
In-person Ability to commute/relocate:
Ithaca, NY 14850:
Reliably commute or planning to relocate before starting work (Required)
Experience:
Hotel
Experience:
1 year (Preferred) Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
Summary Ensures guests receive exceptional service through management of guest service operations.
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.
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 on any 3 shifts at any time.
Completes Hilton reports weekly & monthly.
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
Experience:
Minimum of 2 years hotel experience (preferred) Minimum of 2 years management experience, of which 1 year is in Hospitality Management.
(preferred) Additional Skills:
Bi-lingual (Spanish & English) preferred Proficient in Microsoft Office (Excel, Word) Proficient in the hotel's Property Management System preferred (PEP) 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 Environmental Conditions:
Inside:
Protection from weather conditions but not temperature changes Outside:
Rarely Job Type:
Full-time Pay:
$18.
00 - $20.
00 per hour
Benefits:
401(k) Dental insurance Employee discount Flexible schedule Free parking Health insurance Life insurance Paid time off Parental leave Vision insurance Schedule:
10 hour shift 8 hour shift Day shift Evening shift Every weekend Holidays Morning shift Nights as needed On call Work setting:
In-person Ability to commute/relocate:
Ithaca, NY 14850:
Reliably commute or planning to relocate before starting work (Required)
Experience:
Hotel
Experience:
1 year (Preferred) Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
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