Summary                                                                     

Ensures guest satisfaction by providing courteous and efficient service.  Responsible for the accurate registration, posting of charges, and check-out of guests.  Handles guest questions and concerns as required by management. Adheres to specific Brand Standards as required. Will be required to assume position of Person in Charge (PIC) during the overnight shift.

Job Duties                                                                    

â—      Greets guests with genuine and warm spirit of hospitality

â—      Registers (Check-in) guests in an efficient manner, following Baywood & Brand standards, securing proper method of payment

â—      Posts transactions to guest and master accounts

â—      Reviews guest account balance, ensuring that payment is secured

â—      Reconciles discrepancies between Property Management System (PMS), Housekeeping reports and registration cards

â—      Reviews arrivals and blocks special requests

â—      Processes required reports, including down time, high balance, etc.

â—      Monitors and restocks sundry shop, ensuring consumed items are paid for; Follows established procedure for removal of expired items.

â—      Handles guest requests and concerns in courteous and efficient manner

â—      Coordinates the delivery of guest services by other hotel departments and outside businesses

â—      Processes all incoming and outgoing reservation and cancellation requests in a timely and efficient manner

â—      Prepares guest amenities, and ensures delivery in a timely manner

â—      Handles in-house guest reservation requests such as extension, late check-out, and rebooking

â—      Handles check-out procedures swiftly and accurately and assists guests on departure.

â—      Maximizes room revenue and occupancy levels through suggestive selling for upsell potential and walk in guests

â—      Stores guest luggage

â—      Presents to guests accurate information regarding marketing programs applicable to the hotel, local area, and all hotel functions and outlets

â—      Handles departmental cash drawer, accounting of monies, credit card receipts, guest accounts, and other forms of credit  and cash handling guidelines

â—      Maintains information and communication sources such as, log book, franchise directories, checklists, and electronic communication

â—      Operates Private Branch Exchange (PBX switchboard) equipment to handle incoming calls, outgoing calls, wake up calls, do-not-disturbs and the paging of guests, all while maintaining guest and staff privacy and security

â—      Operates the franchise terminal and performs designated maintenance tasks 

â—      Maintains procedures for credit control and handling of financial transactions

â—      Maintains guest safety & privacy by adhering to established procedures

â—      Issues safety deposit boxes for guest use, following security protocol

â—      Monitors key box, issuing keys to the appropriate staff members. Logs all transactions

â—      Completes brand specific log and follows brand and Baywood protocol for guest complaints, including escalation to management if needed, and completed follow up

â—      Adheres to departmental communication through the effective use of staff meetings, log books, and bulletin boards

â—      Coordinates emergency procedures  including evacuations, immediately notifying management of such occurrences

â—      Assists with the relocation of guests, when necessary

â—      Assists other departments during slow periods

â—      Audits all accounts to ensure they balance, to include such accounts as tray and city ledger, reservation deposits, credit card accounts, and room, food & beverage, and banquet charges.

â—      Transfers charges and deposits to master accounts.

â—      Closes necessary accounts at month end.

â—      Prepares final reports of all daily revenue summaries.

â—      Posts all room and tax revenues and late charges, including No-Shows.

â—      Insures all revenues, adjustments, taxes and gratuities are accurately distributed from POS system (at some properties)

â—      Changes system date.

â—      Follows all company policies and procedures as outlined in Policy Manual.

â—      Responsible for Life Safety Procedures and equipment

â—      Participates (at some properties) in Manager on Duty schedule.

â—      Additional duties may be added at any time at the discretion of management.

Consistently models the behavior of a ‘Baywood Ambassador’ who:

â—      Maintains a professional image, including grooming, verbiage, and body language, at all times.

â—      Warmly greets both guests and coworkers (using the 10/5, first and last rule) every time they come in contact.

â—      Actively listens to guests, responding appropriately to their questions and/or concerns. Seeks guidance and/or assistance from others to ensure satisfaction.

â—      Fosters teamwork by offering assistance to others, as needed.

â—      Continuously monitors the surroundings at work, in order to identify any cleanliness, safety, security, or building upkeep issues. Reports discrepancies to the proper department.

â—      Contributes to a safe work environment by following proper safety guidelines in matters of attire, utilizing protective gear, and following safety procedures.

â—      Recommends other Baywood properties to our guests, when appropriate.

â—      Makes a genuine effort to identify and seize each golden opportunity to ‘WOW the guest!’ demonstrating our motto ‘It’s Better at Baywood!’

Education:

â—        High School diploma

Certifications / Licenses:

â—        TIPS, or similar approved, alcohol server training certification (as required)

Experience:

â—        Previous hotel Front Desk experience preferred; however, ability gained through 2+ years related employment (customer service) or on-the-job training may substitute for actual Front Desk experience.

Additional Skills:

â—        Ability to multi-task

â—        Ability to communicate effectively, both written and oral

â—        Bilingual (Spanish & English) preferred, depending on geographic market

â—        Ability to work the shifts required for the position

â—      Ability to learn and adhere to Brand & Baywood Hotels’ standards

â—      Ability to take information from various sources and determine a responsible course of action

â—      Ability to understand interdepartmental relationships

â—      Ability to operate office equipment and industry specific software (PMS) 

â—      Ability to remain calm during stressful situations

â—      Walking and Standing: 100% (Must be able to stand for the entire shift, usually 8 hours)

â—      Sitting: Rarely

â—      Bending, Stooping, Reaching: Occasionally

â—      Lifting, Push/Pull: 40 lbs infrequently

â—      Driving: Rarely

â—      Traveling: None

Environmental Conditions:

â—      Inside: Protection from weather conditions but not temperature changes

â—      Outside: Rarely

Summary                                                                                                                                                      

Maintains a high quality of services offered to guests through management of the daily functional areas of the Housekeeping department.  Departmental efforts should maintain established operational standards.

Job Duties                                                                                                                                                     

â—     Interviews, selects & train associates

â—     Motivates staff through positive reinforcement, and leading by example

â—     Provides input during the preparation of the annual budget

â—     Attends required meetings and training

â—     Conducts departmental and other required meetings for which s/he is responsible

â—     Ensures that established back-up/emergency procedures (reports, equipment, etc.) are in place

â—     Ensures that all departmental policies and procedures are adhered to

â—     Implements Baywood & Brand promotional programs and procedures

â—     Ensures a professional image (physical appearance, demeanor, and verbiage used) is portrayed at all times by associates under his/her supervision. 

â—     Monitors cleanliness and neatness of departments for which s/he is responsible.

â—     Monitors inventory of supplies, placing orders in a timely manner.

â—     Communicates with other departments, therefore promoting a seamless operation.

â—     Ensures that all equipment is maintained properly. Routinely inspects equipment

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

â—     Administers disciplinary action, following company guidelines

â—     Administers performance appraisals

â—     Prepares weekly schedule and monitors payroll to ensure adherence to established budgetary guidelines.  Ensures proper staffing to service business demands. Provides coverage as needed

â—     Reviews departmental checklists, conducting random audits to ensure that tasks are completed as required

â—     Monitor departmental expenses, including payroll, keeping costs at or below budgeted guidelines

â—     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

â—     Participates in safety initiatives and is an integral part of the Safety Committee

â—     Completes incident reports, taking appropriate action. Notifies appropriate parties

â—     Performs role of Manager on Duty as needed

â—     Participates in the BEAR activities and other company sponsored community service & fundraising events

â—     Additional duties may be added at any time at the discretion of management

Consistently models the behavior of a ‘Baywood Ambassador’ who:

â—     Maintains a professional image, including grooming, verbiage, and body language, at all times

â—     Warmly greets both guests and coworkers (using the 10/5, first & last rule) every time they come in contact

â—     Actively listens to guests and associates, responding appropriately to their questions and/or concerns Seeks guidance and/or assistance from others to ensure satisfaction

â—     Fosters teamwork by offering assistance to others, as needed

â—     Continuously monitors the surroundings at work, in order to identify any cleanliness, safety, security, or building upkeep issues.  Reports discrepancies to the proper department

â—     Contributes to a safe work environment by following proper safety guidelines in matters of attire, utilizing protective gear, and following safety procedures

â—     Recommends other Baywood properties to our guests, when appropriate

â—     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:       

â—     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:

â—        Brand Certifications preferred

Experience:

â—     Minimum of 2 years hotel experience

â—     Minimum of 2 years management experience, of which 1 year is in Hospitality Management.

Additional Skills:

â—     Bi-lingual (Spanish & English) preferred, as needed for geographic market

â—     Proficient in Microsoft Office® (Excel, Word)

â—     Proficient in Google Apps for Work (Docs, Sheets, Mail, Calendar, & Drive)

â—     Proficient in the hotel’s Property Management System  preferred

â—     Ability to communicate effectively, both written & oral

â—     Ability to multi-task

â—     Ability to motivate and lead a team

â—     Ability to obtain information from various sources, quickly analyze the issue and provide a responsible course of action.

â—     Ability to operate standard office equipment, including: computer, copier, & printer

â—     Ability to perform job duties of all positions within the department

â—     Ability to learn and adhere to Brand & Baywood Hotels’ standards

â—     Ability to take information from various sources and determine a responsible course of action

â—     Ability to understand interdepartmental relationships

â—     Ability to operate office equipment and industry specific software (PMS)

â—     Ability to remain calm during stressful situations

â—        Walking and Standing: Frequently.

â—‹        Must be able to carry 40 lbs. up to 25 feet.

â—        Sitting: Infrequently

â—        Bending, Stooping, Reaching: Frequently.

â—‹        Must be able to bend at the knees with up to 40 lbs., standing to an upright position.

â—        Lifting, Push/Pull: Often .

â—‹        Must be able to lift 40 lbs. to the waist, chest, and above the head.

â—        Driving: Infrequently

â—        Traveling: Infrequently

Environmental Conditions:

â—     Inside: Frequently

â—     Outside: Moderately 

Responsible for providing a safe and memorable food and beverage experience for our guests.

â—      Provides friendly personalized service to all guests.

â—      Maintains established par levels for food, beverages and service supplies. Takes inventory, reorders supplies.

â—      Receives merchandise, confirms it with the order, labels it (if necessary), and stores it in the proper location. Follows the First-in/First-out inventory management system to prevent unused and/or expired items.

â—      Adheres to all applicable company, brand, and local health department requirements.

â—      Prepares & arranges food & beverage items in an attractive, abundant-looking, organized, clean presentation in-line with company / brand standards. Continuously monitors and replenishes the buffet as needed. 

â—      Maintains temperature control so that all hot/cold food is safe for consumption.

â—      Setup dishes/trays, napkins, utensils, cups and other service ware.

â—      Maintains cleanliness & appearance of dining & service areas – arranges furniture, clears and cleans tables, cleans spills, removes trash.

â—      Breaks down buffet, properly disposing of food items that cannot be reused; Properly stores reusable food items.

â—      Washes and stores serving equipment including utensils, displays, chafing pans.

â—      Cleans dispensers and equipment daily.  Performs routine extensive cleaning per manufacturer's recommendations.

â—      Cleans service and dining area. Vacuum carpet, mops floor, wipes walls, etc.

â—      Additional duties may be added at any time at the discretion of management

Consistently models the behavior of a ‘Baywood Ambassador’ who:

â—      Maintains a professional image, including grooming, verbiage, and body language, at all times.

â—      Warmly greets both guests and coworkers (using the 10/5, first and last rule) every time they come in contact.

â—      Actively listens to guests, responding appropriately to their questions and/or concerns. Seeks guidance and/or assistance from others to ensure satisfaction.

â—      Fosters teamwork by offering assistance to others, as needed.

â—      Continuously monitors the surroundings at work, in order to identify any cleanliness, safety, security, or building upkeep issues. Reports discrepancies to the proper department.

â—      Contributes to a safe work environment by following proper safety guidelines in matters of attire, utilizing protective gear, and following safety procedures.

â—      Recommends other Baywood properties to our guests, when appropriate.

â—      Makes a genuine effort to identify and seize each golden opportunity to ‘WOW the guest!’ demonstrating our motto ‘It’s Better at Baywood!’

Educational/Vocational Preparation:

â—      High school graduate or equivalent preferred.

â—      Food Handlers Certification/Training preferred

Experience:

â—        Previous food service experience preferred; however, ability gained through 1+ years related employment (customer service) or on-the-job training may substitute for food service experience

Additional Skills: 

â—      Ability to complete and pass a state or nationally recognized food safety program.

â—      Ability to communicate effectively, both written and oral.

â—      Ability to read and understand packaging labels, preparation instructions, manuals.

â—      Walking and Standing: 98% (Must be able to stand for the entire shift, usually 8 hours)

o       Must be able to carry 40 lbs. up to 25 feet.

â—      Sitting: 2%

â—      Bending, Stooping, Stretching: 50%

o       Must be able to bend at the knees with up to 40 lbs., standing to an upright position.

â—      Lifting, Push/Pull: 50%

o       Must be able to lift 40 lbs. to the waist, chest, and above the head.

â—      Driving: none

â—      Traveling: none

Environmental Conditions:

â—      Inside: Protection from weather conditions but not temperature changes

â—      Outside: Rarely

Summary

Ensures guest satisfaction by providing courteous and efficient service; Responsible for the accurate registration, posting of charges, and check-out of guests; Adheres to specific Brand Standards as required.

Essential Job Duties

â—     Greets guests with genuine and warm spirit of hospitality

â—     Registers (Check-in) guests in an efficient manner, following Baywood & Brand standards, securing proper method of payment

â—     Posts transactions to guest and master accounts

â—     Reviews guest account balance, ensuring that payment is secured

â—     Reconciles discrepancies between Property Management System (PMS), Housekeeping reports and registration cards

â—     Reviews arrivals and blocks special requests

â—     Processes required reports, including down time, high balance, etc.

â—     Monitors and restocks sundry shop, ensuring consumed items are paid for; Follows established procedure for removal of expired items.

â—     Handles guest requests and concerns in a courteous and efficient manner

â—     Coordinates the delivery of guest services by other hotel departments and outside businesses

â—     Processes all incoming and outgoing reservation and cancellation requests in a timely and efficient manner

â—     Prepares guest amenities, and ensures delivery in a timely manner

â—     Handles in-house guest reservation requests such as extension, late check-out, and rebooking

â—     Handles check-out procedures swiftly and accurately and assists guests on departure.

â—     Maximize room revenue and occupancy levels through suggestive selling for upsell potential and walk in guests

â—     Stores guest luggage

â—     Presents to guests accurate information regarding marketing programs applicable to the hotel, local area, and all hotel functions and outlets

â—     Handles departmental cash drawer, accounting of monies, credit card receipts, guest accounts, and other forms of credit  and cash handling guidelines

â—     Maintains information and communication sources such as, log book, franchise directories, checklists, and electronic communication

â—     Operates Private Branch Exchange (PBX switchboard) equipment to handle incoming calls, outgoing calls, wake up calls, do-not-disturbs and the paging of guests, all while maintaining guest and staff privacy and security

â—     Operates the franchise terminal and performs designated maintenance tasks 

â—     Maintains procedures for credit control and handling of financial transactions

â—     Maintains guest safety & privacy by adhering to established procedures

â—     Issues safety deposit boxes for guest use, following security protocol

â—     Monitors key box, issuing keys to the appropriate staff members. Logs all transactions

â—     Completes brand specific log and follows brand and Baywood protocol for guest complaints, including escalation to management if needed, and completed follow up

â—     Adheres to departmental communication through the effective use of staff meetings, log books, and bulletin boards

â—     Coordinates emergency procedures  including evacuations, immediately notifying management of such occurrences

â—     Assists with the relocation of guests, when necessary

â—     Assists other departments during slow periods

â—     Additional duties may be added at any time at the discretion of management

Consistently models the behavior of a ‘Baywood Ambassador’ who:

â—     Maintains a professional image, including appearance, verbiage, and body language, at all times

â—     Warmly greets both guests and coworkers (using the 10/5, first and last rule) every time they come in contact

â—     Actively listens to guests, responding appropriately to their questions and/or concerns. Seeks guidance and/or assistance from others to ensure satisfaction

â—     Fosters teamwork by offering assistance to others, as needed

â—     Continuously monitors the surroundings at work, in order to identify any cleanliness, safety, security, or building upkeep issues. Reports discrepancies to the proper department

â—     Contributes to a safe work environment by following proper safety guidelines in matters of attire, utilizing protective gear, and following safety procedures

â—     Recommends other Baywood properties to our guests, when appropriate

â—     Consistently demonstrates our It’s My Pleasure service philosophy by identifying and seizing each golden opportunity to exceed guest expectations

Skills/Qualifications

Education:

â—        High School diploma

Certifications / Licenses:

â—        TIPS, or similar approved, alcohol server training certification (as required)

Experience:

â—        Previous hotel Front Desk experience preferred; however, ability gained through 2+ years related employment (customer service) or on-the-job training may substitute for actual Front Desk experience.

Additional Skills:

â—        Ability to multi-task

â—        Ability to communicate effectively, both written and oral

â—        Bilingual (Spanish & English) preferred, depending on geographic market

â—        Ability to work the shifts required for the position

â—     Ability to learn and adhere to Brand & Baywood Hotels’ standards

â—     Ability to take information from various sources and determine a responsible course of action

â—     Ability to understand interdepartmental relationships

â—     Ability to operate office equipment and industry specific software (PMS) 

â—     Ability to remain calm during stressful situations

Physical Demands

â—     Walking and Standing: 100% (Must be able to stand for the entire shift, usually 8 hours)

â—     Sitting: Rarely

â—     Bending, Stooping, Reaching: Occasionally

â—     Lifting, Push/Pull: 40 lbs infrequently

â—     Driving: Rarely

â—     Traveling: None

Environmental Conditions:

â—     Inside: Protection from weather conditions but not temperature changes

â—     Outside: Rarely

Summary

Ensures guest satisfaction by providing courteous and efficient service; Responsible for the accurate registration, posting of charges, and check-out of guests; Adheres to specific Brand Standards as required.

Essential Job Duties

â—     Greets guests with genuine and warm spirit of hospitality

â—     Registers (Check-in) guests in an efficient manner, following Baywood & Brand standards, securing proper method of payment

â—     Posts transactions to guest and master accounts

â—     Reviews guest account balance, ensuring that payment is secured

â—     Reconciles discrepancies between Property Management System (PMS), Housekeeping reports and registration cards

â—     Reviews arrivals and blocks special requests

â—     Processes required reports, including down time, high balance, etc.

â—     Monitors and restocks sundry shop, ensuring consumed items are paid for; Follows established procedure for removal of expired items.

â—     Handles guest requests and concerns in a courteous and efficient manner

â—     Coordinates the delivery of guest services by other hotel departments and outside businesses

â—     Processes all incoming and outgoing reservation and cancellation requests in a timely and efficient manner

â—     Prepares guest amenities, and ensures delivery in a timely manner

â—     Handles in-house guest reservation requests such as extension, late check-out, and rebooking

â—     Handles check-out procedures swiftly and accurately and assists guests on departure.

â—     Maximize room revenue and occupancy levels through suggestive selling for upsell potential and walk in guests

â—     Stores guest luggage

â—     Presents to guests accurate information regarding marketing programs applicable to the hotel, local area, and all hotel functions and outlets

â—     Handles departmental cash drawer, accounting of monies, credit card receipts, guest accounts, and other forms of credit  and cash handling guidelines

â—     Maintains information and communication sources such as, log book, franchise directories, checklists, and electronic communication

â—     Operates Private Branch Exchange (PBX switchboard) equipment to handle incoming calls, outgoing calls, wake up calls, do-not-disturbs and the paging of guests, all while maintaining guest and staff privacy and security

â—     Operates the franchise terminal and performs designated maintenance tasks 

â—     Maintains procedures for credit control and handling of financial transactions

â—     Maintains guest safety & privacy by adhering to established procedures

â—     Issues safety deposit boxes for guest use, following security protocol

â—     Monitors key box, issuing keys to the appropriate staff members. Logs all transactions

â—     Completes brand specific log and follows brand and Baywood protocol for guest complaints, including escalation to management if needed, and completed follow up

â—     Adheres to departmental communication through the effective use of staff meetings, log books, and bulletin boards

â—     Coordinates emergency procedures  including evacuations, immediately notifying management of such occurrences

â—     Assists with the relocation of guests, when necessary

â—     Assists other departments during slow periods

â—     Additional duties may be added at any time at the discretion of management

Consistently models the behavior of a ‘Baywood Ambassador’ who:

â—     Maintains a professional image, including appearance, verbiage, and body language, at all times

â—     Warmly greets both guests and coworkers (using the 10/5, first and last rule) every time they come in contact

â—     Actively listens to guests, responding appropriately to their questions and/or concerns. Seeks guidance and/or assistance from others to ensure satisfaction

â—     Fosters teamwork by offering assistance to others, as needed

â—     Continuously monitors the surroundings at work, in order to identify any cleanliness, safety, security, or building upkeep issues. Reports discrepancies to the proper department

â—     Contributes to a safe work environment by following proper safety guidelines in matters of attire, utilizing protective gear, and following safety procedures

â—     Recommends other Baywood properties to our guests, when appropriate

â—     Consistently demonstrates our It’s My Pleasure service philosophy by identifying and seizing each golden opportunity to exceed guest expectations

Skills/Qualifications

Education:

â—        High School diploma

Certifications / Licenses:

â—        TIPS, or similar approved, alcohol server training certification (as required)

Experience:

â—        Previous hotel Front Desk experience preferred; however, ability gained through 2+ years related employment (customer service) or on-the-job training may substitute for actual Front Desk experience.

Additional Skills:

â—        Ability to multi-task

â—        Ability to communicate effectively, both written and oral

â—        Bilingual (Spanish & English) preferred, depending on geographic market

â—        Ability to work the shifts required for the position

â—     Ability to learn and adhere to Brand & Baywood Hotels’ standards

â—     Ability to take information from various sources and determine a responsible course of action

â—     Ability to understand interdepartmental relationships

â—     Ability to operate office equipment and industry specific software (PMS) 

â—     Ability to remain calm during stressful situations

Physical Demands

â—     Walking and Standing: 100% (Must be able to stand for the entire shift, usually 8 hours)

â—     Sitting: Rarely

â—     Bending, Stooping, Reaching: Occasionally

â—     Lifting, Push/Pull: 40 lbs infrequently

â—     Driving: Rarely

â—     Traveling: None

Environmental Conditions:

â—     Inside: Protection from weather conditions but not temperature changes

â—     Outside: Rarely