Guest Services 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. Get to know us on LinkedIn and Facebook and discover why we believe it's "Better at Baywood!"

Join us as the Guest Services Manager at our Home2 Suites Baltimore/Owings Mills.

Experience:

• Minimum of 1 year supervisory experience in a hotel
• Prove track record of increasing guest satisfaction
• The ability to lead and motivate teams to achieve amazing results!
• Hilton experience preferred

Summary

Responsible for the upkeep and the efficient, profitable operations of the hotel by providing a safe, clean, environment where employees provide, and guests experience, flawless customer service that is legendary throughout the industry.

Essential Job Duties

Guest Satisfaction/Public Relations:

Promotes guest satisfaction in an effort to obtain repeat business of leisure and business markets

• Evaluates all guest complaints and ensures corrective action is taken by department heads
• Monitors guest responses, responding as needed; executes action plan to correct issues
• Hosts social events/receptions as required by the Brand and/or Baywood Hotels
• Participates in the BEAR (Baywood Hotels' Education And Reach Initiatives) activities and other company-sponsored community service & fundraising events

Human Resources:

Ensures employees are provided with the necessary structure, motivation, and training to satisfy their needs and achieve organizational goals

• Interviews, selects, trains, and counsels associates
• Ensures that all new hires are given the proper onboarding experience

Personal Development:

Ensures continual efforts are made to increase management abilities and knowledge

• Attends annually a minimum of one advanced management training seminar
• Attends classes to become knowledgeable or maintain proficiency in the latest industry-related technology
• Attends franchise & Baywood mandated training courses as required

Consistently models the behavior of a 'Baywood Ambassador' who:

• Maintains a professional image, including grooming, 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, 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
• Consistently demonstrates our It's My Pleasure service philosophy by identifying and seizing each golden opportunity to exceed guest expectations
• Additional duties may be added at any time at the discretion of management

Skills/Qualifications

Education:

• Associates degree in Hospitality or related field preferred; however, skills/knowledge gained through on-the-job training and previous experience may substitute for degree

Additional Skills:

• Ability to multi-task
• Ability to communicate effectively, both written and oral
• Ability to work the shifts required for the position
• 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 (HIA, PMS)
• Ability to remain calm during stressful situations
• Ability to motivate and lead a team
• Proficient in Microsoft Office
• Proficient in Google Apps for Work preferred

Physical Demands

• Walking and Standing: 60 -70%
• Sitting: up to 30-40%
• Bending, Stooping, Reaching: Occasionally
• Lifting, Push/Pull: 40 lbs infrequently
• Driving: Occasionally
• Traveling: Infrequently

Environmental Conditions:

• Inside: Protection from weather conditions, but not necessarily from temperature changes.
• Outside: Transitioning from inside to outside of building and vehicle, assisting guests in varying weather conditions

Baywood Hotels is an Equal Opportunity Employer and a Drug-Free Workplace. M/F/Vets/Disabled

Job Type: Full-time

Pay: From 38,000.00 to 48,000 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift
• Evening shift
• Morning shift
• Night shift

Work Location: In person