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.

• Greets guests with genuine and warm spirit of hospitality

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

• Posts transactions to guest and master accounts

• Reviews guest account balance, ensuring that payment is secured

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

• Reviews arrivals and blocks special requests 

• Processes required reports, including down time, high balance, etc.

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

• Handles guest requests and concerns in a courteous and efficient manner

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

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

• Prepares guest amenities, and ensures delivery in a timely manner

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

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

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

• Stores guest luggage

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

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

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

• 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

• Operates the franchise terminal and performs designated maintenance tasks  

• Maintains procedures for credit control and handling of financial transactions

• Maintains guest safety & privacy by adhering to established procedures

• Issues safety deposit boxes for guest use, following security protocol

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

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

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

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

• Assists with the relocation of guests, when necessary

• Assists other departments during slow periods

• 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 appearance, verbiage, and body language, at all times

• Warmly greets both guests and coworkers (using the 10/5, first and 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

Education:

• High School diploma

Certifications / Licenses:

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

Experience:

• 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: 

• Ability to multi-task

• Ability to communicate effectively, both written and oral

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

• 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 (PMS)  

• Ability to remain calm during stressful situations

• 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

Summary

Safely transports registered guests and other approved passengers to locations within the designated area.

• Safely transport passengers to approved designated drop off & pick up points as approved by management

• Check hands free device for connectivity before starting shift in vehicle

• Perform vehicle safety inspection using checklist prior to transporting passengers

• Monitor interior of van for cleanliness. Remove trash, and perform light cleaning.

• Maintain a safe vehicle. Alert management of any operational concerns

• Maintain necessary service records

• Completes mileage log book 

• Monitors gas tank level, and replenishes as needed.  

• Complies with all laws and regulations regarding operating, maintaining assigned company or leased vehicle

• Warmly greet passengers as they enter/depart the van 

• Ensures that passengers complete passenger log prior to departure. Files log.

• Offer water to passengers during warm months

• Assist passengers with luggage as needed

• Analyze passengers pick-up/drop-off schedules to ensure efficiency in shuttle runs

• Support other departments as needed during downtime

• 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 to include clean uniform and nametag

• 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

Summary

Ensures guests receive exceptional service through management of guest service operations, including front desk, housekeeping, transportation, and breakfast service. Supports General Manager in administrative reporting, training and overall service of hotel(s).

Job Duties

• Interviews, selects, on boards and train associates

• Motivates staff through positive reinforcement, and leading by example

• Maintains associate files, ensuring all documents are current and accurate.

• Performance evaluations are conducted in a timely manner.

• Monitors associate time records, correcting any errors found. Obtains necessary authorization for corrections made, and file all payroll related documents in the appropriate secured location 

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

• Administers progressive discipline, following company guidelines

• Administers associate check ins. (Performance quarterly check ins)

• Attends required meetings and training, such as revenue management, safety, budget, sales and regional operations

• Conducts departmental and other required meetings for which s/he is responsible, daily huddles to ensure interdepartmental communication and coordination of mutual goals

• 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 and Brand promotional programs/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. Places orders in a timely manner.

• Monitors pantry inventory and purchases, ensuring that food supplies are always in stock

• Provides input during the preparation of the annual budget

• Conducts daily inspections of guest rooms to ensure housekeeping is meeting/exceeding cleanliness standards

• Conducts bi-weekly property inspections and approves action plans to include time table to resolve problems

• Reviews the guest credit report, addressing any issues

• Reviews passenger logs, driver safety checklists and preventative maintenance logbook to ensure that shuttle van is operated within established guidelines (where applicable)

• Operates the shuttle van, when needed (where applicable)

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

• Monitor departmental expenses, including payroll, keeping costs at or below budgeted guidelines for all departments

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

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

• Performs role of Manager on Duty as needed

• Participates in the BEAR activities and other company sponsored community service and fundraising events.

• Involved in social events/receptions and meet brand and company standards

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

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 multitask

• Ability to motivate and lead a team

• Ability to obtain information from various sources, quickly analyze the issue and provide 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

• 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

4485 Ulmerton Rd

Clearwater, FL 33762

ROOM ATTENDANT

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

Performs routine duties in the cleaning and servicing of any area which may be assigned; supplies area with items which are required for the convenience and comfort of the guest.  Adheres to specific Brand Standards as instructed.

Job Duties

• Makes beds neatly with fresh linen (including: sheets, duvet, blankets and pillow cases). Makes rollaway beds, cribs, and sofa bed.   

• Removes dirty linen

• Picks up debris/trash from floors, removes and empties trash in wastebaskets, cleans mirrors and shelves, closet, in-room safe (if not being used). Inspects and restocks collateral. Wipes door frames, window sills, walls and baseboards, and arranges furniture properly.  Cleans appliances, equipment, furniture and cupboards. High-dusts artwork.

• If Applicable: Remove trash, sweep, dust any balcony/patio areas  

• Inspects marketing collateral, replacing expired or damaged items.

• Cleans & disinfects bathrooms including: basin, bathtub, toilet, tile, flooring, and walls using approved cleaning chemicals and rags. 

• Replenishes bathroom supplies/amenities and linen in accordance with brand/hotel standards. 

• Replenishes room supplies (Coffee, condiments, mugs, glassware, utensils, cups, stationery, pens) in accordance with brand/hotel standards.

• Cleans mirrors, windows, vent cover, glass doors.

• If Applicable: Cleans & disinfects kitchen including: counters, refrigerators, stove, tile, flooring, and walls using approved cleaning chemicals and rags.

• Reports room status (vacant/occupied; clean/dirty; Do Not Disturb (DND) in a timely manner to the appropriate persons/departments.

• Reports items that require repair or additional cleaning to the appropriate person/department.

• Restocks housekeeping cart.

• Vacuums hallways.

• Turns in all lost and found articles immediately.

• Operates a light vacuum cleaner under beds, carpet throughout, as well as in front of hallway door.

• 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 grooming, verbiage, and body language, at all times.

• Warmly greets both guests and coworkers (using the 10/5, first and 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.

• 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

Educational/Vocational Preparation:  

• Some high school education (grade 9) preferred

Experience:

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

Additional Skills:  

• Ability to read and understand and communicate chemical labels, and Safety Data Sheets, Instructions.

• Ability to gain knowledge of applicable franchise standards and procedures.  

• Ability to complete applicable housekeeping forms and to communicate any problems and/or unusual conditions to management.  

• Ability to read and comprehend manuals

• Ability to positively communicate with guests and co-workers.  

• Ability to work within scheduling guidelines. 

• Ability to work with minimal or no supervision

• Ability to follow schedule and ability to perform physical labor.

• Requires ability to perform light to moderately heavy housekeeping duties using the approved chemicals and equipment.

Physical Demands: 

• Walking and Standing: Frequently (for entire shift).
  Must be able to carry 40 lbs. up to 25 feet.

• Walking and Standing: 100% 

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

• Lifting, Push/Pull: 90% 

• Ability to lift up to 15 lbs. regularly. 

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

• Ability to push housekeeping cart regularly.

• Sitting: none

• Bending, Stooping, Reaching: 95% (throughout the entire shift). 

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

• Driving: none

• Traveling: none

Environmental Conditions:  

• Inside:  Protection from weather conditions, but not necessarily from temperature changes.

• Outside: Rarely exposed to weather conditions