With its rugged coastline and rolling vineyards, the Sonoma Coast has it roots firmly planted in the soil. The Lodge at Bodega Bay, poised atop a tranquil bluff, reflects the wild beauty of this romantic region. Consistently rated as the #1 Hotel in Bodega Bay and on the Sonoma Coast on TripAdvisor.com, our friendly, down-to-earth and knowledgeable team will ensure our guests have a memorable stay.

We are seeking an Guest Services Manager to join our team.

Creating a warm, gracious and flawless arrival experience for our guests is one of the key responsibilities of our Guest Services Manager. As a Rooms leader, they are responsible for training and developing their staff to consistently deliver the high standards expected of the Front Desk team. Overseeing the Front Desk and Bell teams, they also demonstrate financial acumen so as to maximize room revenue and ensure a profitable operation.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Act as Hotel Manager on Duty five shifts weekly.
• Run stand-up meeting during scheduled shifts.
• Develop and maintain the Front Office, Bell and Concierge functions.
• Follow all safety, hygiene and cleanliness protocols at all times.
• Write and revise ongoing front desk policies and procedures.
• Promote and sell the hotel Food and Beverage outlets over all businesses or vendor relationships.
• Communicates all information regarding property promotions to the necessary departments and to the Front Office staff.
• Assists in hiring, training and supervises the Front Desk and Bell staff and conducts performance evaluations and coaches and counsels associates when necessary.
• Reviews the daily information sheet, group resumes, event schedules and daily reports and communicates all necessary information to the Front Office and Bell and communicates any special requests to the staff to ensure a smooth operation.
• Fields Guest complaints, conducting through research to develop the most effective solutions.
• Listen and extend assistance in order to resolve problems such as rate conflict or facilities issues.
• Inputs and retrieves information from the computer system for file maintenance, correspondences and preparation of all Front Office reports.
• Assists in regularly conducting Front Office and Bell staff meetings for the purpose of keeping the staff informed, providing training and to create a positive work environment.
• Runs necessary reports to monitor accuracy of data entry to avoid reservation duplications.
• Assists in the supervision of the Front Office and Bell staff, to include scheduling, enforcing service standards and in the training and motivation of the staff.
• Prepare and complete the Front Desk Schedule for the following week by end of shift Tuesday.
• Handle payroll and timekeeping processes with accuracy as needed when Director is off duty in ADP
• Rooms Inspections, placement of guest amenities, VIP checks and light housekeeping duties as related to daily room preparation and during times of need coverage of Housekeeping Department.
• Shifts will be primarily focused on nights, and weekend coverage will be required for this position
• Training of staff, addressing concerns, conducting coaching and giving necessary feedback to those that are unclear about their role or concerns related to guest stays
• Manage Guest complaints, has sense of urgency to complete requests as needed and go the extra mile for a great guest experience
• Check Spa voicemail, return calls and assist with booking treatments
• When necessary performs the duties of his/her subordinates.
• All other duties as assigned by the Front Office Manager.

Regular attendance in conformance with the standards, which may be established by the Hotel from time to time, is essential to the successful performance of this position. Associates with irregular attendance will be subject to disciplinary action up to and including termination.

Due to the cyclical nature of the hospitality industry, associates may be required to work varying schedules to reflect the business needs of the hotel.

Upon employment, all associates are required to fully comply with the hotel rules and regulations for the safe and efficient operation of the hotel facilities.

SUPERVISORY RESPONSIBILITIES

Assists in the supervision of associates in the Front Office and Bell Department. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include assisting the Front Office Manager in interviewing, hiring and training associates; planning, assigning, and directing work; providing feedback for associate performance appraisals; rewarding and disciplining associates; addressing complaints and resolving problems.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to use a moderately complex computer system.
• Ability to provide accurate information and respond to questions from groups of managers, clients, customers, and the general public.
• The ability to effectively deal with associates and customers some of whom will require high levels of patience, tact and diplomacy to diffuse anger, collect accurate information and resolve conflicts.
• Able to create Front Office reports, business correspondences and memos.
• Basic math skills.
• Excellent organizational skills.
• Ability to read, listen and communicate effectively in English.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Meets legal age requirements for the position

EDUCATION and/or EXPERIENCE

Any combination of education and experience equivalent to a high school diploma or any other combination of education, training or experience that provides the required knowledge skills and abilities. High school diploma is preferred. One-year previous Front Office experience is preferred.

CERTIFICATES, LICENSES, REGISTRATIONS

None required.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the associate is regularly required to sit; stand, walk, use hands to finger, handle, or feel; and talk or hear. The associate frequently is required to reach with hands and arms. The associate must occasionally lift and/or move up to 10 pounds and rarely lift and/or move up to 50 pounds.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually quiet.

GROOMING

All associates must maintain a neat, clean and well-groomed appearance (specific standards available.)

PAY SCALE

The salary range for this position is $65,000 to $70,000. This is the pay range for this position that the Hotel reasonably expects to pay. Decisions regarding individual salaries will be based on a number of factors, such as experience, type of hotel experience, and education.

The Lodge at Bodega Bay is an equal employment opportunity employer. Company policy prohibits unlawful discrimination based on race, color, national origin, ancestry, ethnicity, religion (including religious dress and grooming), sex, gender, sexual orientation, gender identity (including gender-related appearance and behavior), partnership status, pregnancy (childbirth, breastfeeding, or related medical condition), age, physical or mental disability, medical condition, military or veteran status, status as a victim of domestic violence, sexual assault, or stalking, genetic information, marital status, ethnicity, alienage, citizenship status or any other protected classification, in accordance with applicable federal, state, and local laws. Consistent with the American’s With Disabilities Act, applicants may request accommodation needed to complete the application process. Please contact the People and Culture Department if you have any questions regarding this policy.