Guest Service Manager

ARUNDEL MILLS HOSPITALITY LLC; Severn (MD); On-site; USD 55,000 - 75,000; Full time

Job summary

ARUNDEL MILLS HOSPITALITY LLC is seeking a capable guest service operations manager to oversee front desk, concierge, transportation, valet, bell service and breakfast service. You will lead a team to deliver exceptional guest experiences and ensure smooth daily operations.

The role requires strong leadership, adherence to budgets, and coordination across departments to meet guest needs and maintain brand standards across all service areas.

Responsibilities

• Interviews, selects & trains 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 back-up procedures (reports, equipment, etc.) are in place
• Ensures 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 proper room type is available upon guest arrival
• Ensures a professional image is portrayed by associates under supervision
• Monitors cleanliness and neatness of departments
• Monitors inventory of operational supplies, placing orders timely
• Ensures proper communication within department by meetings, notice boards, memos, etc
• Communicates with other departments to promote a seamless operation
• Ensures equipment is maintained properly; inspects shuttle van and other equipment
• Monitors market operations, i.e. cleanliness, merchandising, and inventory; places orders timely
• Monitors pantry inventory & purchases, ensuring food supplies are in stock
• Reviews guest credit reports and addresses issues
• Prepares weekly schedule and monitors payroll to adhere to budget; provides coverage as needed
• Reviews passenger logs, driver safety checklists & maintenance logbook to ensure shuttle van operates within guidelines

Job description

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, including front desk, concierge, transportation, valet, bell service, and breakfast service,

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. 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
• Reviews passenger logs, driver safety checklists & preventative maintenance logbook to ensure that shuttle van is operated within established guidelines