Guest Service Supervisor at HERNDON OPERATORS LLC – Herndon, Virginia

*PLEASE NOTE: WE REQUIRE A BACKGROUND CHECK TO BE COMPLETED.

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

Assists the General Manager with ensuring guests receive exceptional service through brand and company

standards. Assist with supervising and training front desk and night audit associates.

JOB DUTIES

● Participates in interviewing with the General Manager for new associates.

● Assist with training new associates on brand/company standards and incumbents as needed.

● Assists with motivating staff through positive reinforcement, and leading by example.

● Assists with conducting departmental and other required meetings for which s/he is responsible

● Assists with ensuring that established back-up procedures (reports, equipment, etc.) are in place

● Assists with ensuring that all departmental policies and procedures are adhered to

● Assists with monitoring 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.

● Monitor’s cleanliness and neatness of departments for which s/he is responsible.

● Monitor’s inventory of front desk, back office, and breakfast supplies, and assists with placing orders in a

timely manner.

● Assists with ensuring proper communication within the department by use of meetings, notice boards,

log books, memos, etc.

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

● Monitor’s market/pantry operations, i.e., cleanliness, merchandising, and inventory. Place orders in a

timely manner.

● Assists with 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

● Participates in safety initiatives and is an integral part of the Safety Committee.

● Completes incident reports, taking appropriate action. Notifies appropriate parties

● 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!’

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

● Must have a valid driver’s license, in good standing (if property operates a shuttle van).

Experience:

● Minimum of 2 years hotel experience

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

Additional Skills:

● Bi-lingual (Spanish & English) preferred

● Proficient in Microsoft Office® (Excel, Word)

● Proficient in the hotel’s Property Management System preferred

● 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