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Guest Services Manager

2 months ago

San Diego, United States La Jolla Beach & Tennis Club Full time $68,000 - $73,000
Job DescriptionJob Description

The La Jolla Beach & Tennis Club is currently seeking a highly skilled Guest Services Manager to join our team at our beautiful oceanfront property

Be a part of the diverse team at La Jolla Beach & Tennis Club, Inc. Our landmark hotels and restaurants have become La Jolla institutions, which are founded on family values and community mindedness. La Jolla Beach & Tennis Club, Inc. offers excellent benefits and a great work environment for our employees.


What we offer:

  • Free daily meal and salad bar
  • Free parking
  • Benefits including: Medical, Dental, Vision, 401K (based on employment status)
  • Paid vacation, sick, and holiday time
  • Dining discounts for employees (and up to 6 guests) at the Marine Room, The Shores Restaurant, and our Club Dining
  • Property retail shop and hotel discounts
  • $500 referral bonus for referring new employees to The La Jolla Beach & Tennis Club

What we ask:

  • Consistently provide professional, attentive, and genuinely friendly service
  • Promote and follow LJBTC, Inc's Signature Service standards and requirements to ensure a lasting impression of exemplary service resulting in satisfied and loyal members and guests

This is a salaried position, days and hours varies

Pay range is 68K - 73K

SUMMARY

Manages the Beach Club and Shores Hotel Front Office, Ambassador/Bellman and Recreation/Kids Club departments. Promotes and follows LJBTC, Inc.'s Signature Service standards and requirements ensuring a lasting impression of exemplary service resulting in supremely satisfied and loyal members and guests.


ESSENTIAL DUTIES AND RESPONSIBILITIES:


  • Ensures smooth Beach Club and Shores Hotel Front Office operations to include proper check‑in/check‑out procedures and ambassador/bell services.

  • Oversees and is responsible for full implementation and execution of Signature Service to ensure that guests and members expectations are met and exceeded.

  • Follows Signature Service and operating procedures; develops and implements service improvement initiatives to ensure guest value and satisfaction.

  • Reviews guest feedback information (Revinate Guest Survey) to ensure benchmarks are achieved. Analyzes problems, identifies and implements solutions. Ensures that guest complaints are resolved in a timely manner.

  • Trains new and incumbent subordinates.

  • Supervises the handling of cash and charge transactions and ensures that accurate records and balances are maintained.

  • Prepares implements and monitors department procedures. Communicates and interprets company policies for staff and enforces safety regulations.

  • Serves as Manager on Duty.

  • Attends and participates in meetings, training sessions and other management activities and functions.

  • Maintains a strong partnership with Reservations and Housekeeping departments to ensure a seamless and exceptional guest/member experience.



  • Develops and follows annual budget, including revenue management, forecasting, labor management and expense controls.

  • Maintains excellent communication with other guests, members, employees and other departments. Ensures verbal and written communications are accurate and professional.

  • Assists with the properties' Road Map master plan and room enhancement goals in accordance with the capital expenditure plan.

  • Must be available to work mornings, evenings, weekends and holidays as needed.

  • Ability to create Service Standards, Standard Operational Procedures and Credit Meetings

  • Manage internal systems such as Parking System (Flash), Opera Cloud (PMS), Micros (POS), etc.

  • Other duties may be assigned.

OUTCOME This position plays an essential role in maximizing guest satisfaction and ensuring the financial success of the company. The Guest Services Manager is expected to achieve the desired results by monitoring and controlling expenses of the department within budget guidelines, ensuring front office expenses of department are within budget guidelines and ensuring employee satisfaction through effective communication and follow through.


SUPERVISORY RESPONSIBILITIES

Manages subordinate supervisors and employees in the Front Desk and Ambassador departments. Responsible for the overall direction, coordination, and evaluation of these units. Carries out supervisory and management responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Schedules employees to achieve maximum productivity within budget.


QUALIFICATION REQUIREMENTS

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.


EDUCATION and/or EXPERIENCE

Bachelor's degree from four‑year college or university preferred but not required; or three years related experience and/or training; or equivalent combination of education and experience.


LANGUAGE SKILLS

Ability to read, analyze, and interpret technical journals, financial reports, and business documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to effectively present information in English to top management and public groups, employees, and guests of the organization.


MATHEMATICAL SKILLS:

Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, yield ratios, and proportions to practical situations. Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages.


REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form.


OTHER SKILLS and ABILITIES

Ability to use Computers (with software programs such as Microsoft products: (Word, Excel, Powerpoint). Skilled with Property Management Systems and POS systems.


Ability to perform multiple tasks simultaneously.


PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee 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 employee is regularly required to stand and talk or hear. The employee frequently is required to walk; use hands to handle objects, tools, or controls; reach with hands and arms; climb or balance; and taste or smell. The employee is occasionally required to sit and stoop, kneel, crouch, or crawl.


The employee must regularly lift and/or move up to 10 pounds and frequently lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORKING CONDITIONS


ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing 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 employee is frequently exposed to vibration. The employee occasionally works near moving mechanical parts and in outside weather conditions and is occasionally exposed to contained conditions, fumes or airborne particles, heat, and risk of electrical shock.


The noise level in the work environment is usually loud and several situations are going on at the same time.


Employees are required to perform all tasks as safely as possible and to adhere to the applicable safety procedures.


The La Jolla Beach & Tennis Club is committed to ensuring a safe work environment for all employees. In compliance with federal "Right to Know" requirements, the company freely discloses this information so that all employees are informed about potential hazards in the work place. We encourage all employees to immediately report any known or potentially dangerous hazards to management.


INTERACTION

Interacts constantly with guests and employees at all levels. Interacts frequently with accounting, housekeeping, engineering and human resources. Occasionally interacts with all other departments.


SCHEDULING

This company operates seven days a week, 24 hours a day. At times it may be necessary to move you from you accustomed schedule as task assignments demand. In addition, it should be understood that business needs determine the number of hours that you work.