Guest Service Manager

Nestled in the heart of Sonoma and mere steps from the unique charm and history of its Plaza, The Lodge brings this enchanting town to life in an authentic and nuanced way. Hand-crafted touches pay homage to centuries of local craftspeople. Programming emphasizes the process, resulting in a deeper appreciation for the finished product — be it wine, art, or olive oil. Welcoming associates display pride and love for the region…a sentiment that is all but infectious. And tightly woven community connections ensure our Sonoma resort guests feel like locals, and locals feel like friends.

Manage all facets of hotel transportation function to include vehicles, budgets, drivers, and guests. Transport hotel guests to and from the airport and other requested and assigned locations. Assist arriving and departing guests by opening and closing doors for incoming and outgoing guests, loading and unloading guest luggage from courtesy van. Ensures guest satisfaction and comfort by promptly and courteously responding to requests. Ensure guest safety at all times. Report potential problems and opportunities to management with suggestions.

Develop and implement the safety, security and emergency plans and programs for the hotel and peripheries through the supervision of the Security staff, training of the hotel staff, investigations and coordination of activities with outside agencies to ensure a safe/secure experience for the guests and staff, protect hotel assets and minimize liabilities and losses. Oversee the hotel Safety Committee and organize team to ensure hotel meets safety training requirements.

Assist and support Front Office Manager with administrative duties and Guest Service duties that relate to the Front Office department.

• Hires, trains and schedules for the Transportation and Security departments.
• Ensures proper communication to their team members.
• Investigate, analyze and report on all incidents and accidents; coordinate activities and liaise with local and federal law enforcement agencies, fire companies and insurance agencies to resolve problems, ensure a safe environment for guests and staff and a quality guest experience.
• Complies with all Department of Transportation regulations and requirements including keeping up to date on all changes and notifying leadership and their team of changes and impact they might bring.
• Ensures all risk compliance items are followed including the DOT random drug screens and motor vehicle reports.
• Supervise human resources activities in the department in order to attract, retain and motivate associates; hire, schedule, train, develop, empower, coach and counsel, conduct performance and salary reviews, resolve problems, provide open communications and discipline and terminate, as appropriate.
• Ensures all new hires are aware of all aspects of the hotel.
• Position is responsible for short term planning and the daily operations of the department.  Recommends and implements procedural changes.   Recommends, implements and monitors the budget and manages expenses within approved budget constraints.
• Should provide a certain level of motivation to the department. Driving hotel guests to and from the airport and other assigned trips, obeying all traffic rules and regulations constantly throughout shift to ensure a safe, accident-free trip. Assist guest with storage and retrieving their luggage from the van.
• Open vehicles and hotel doors to assist guests. Respond to guest questions, issues and problems regarding transportation, hotel services and local events, points of interest and activities.
• Identify, assist, and accommodate guests with physical limitations or disabilities
• Maintain the hotel van; gas, oil, cleanliness; filling in daily van reports and reporting any malfunctions on a daily basis.
• Coordinate guest service efforts to include group arrivals and departures, and transportation, while maximizing the guest experience through top quality customer service.
• Coordinate and supervise the activities and foster good relations with our valet service, taxi services, and the Airport Connection to provide the maximum level of quality service.
• Ensure optimum guest satisfaction.
• Greet guests, offer assistance with check-in/check-out, deliver laundry and store luggage.
• Provide guest transportation as required by hotel’s standard operating procedures.
• Order all supplies and maintain inventory control minimizing unnecessary expenses.
• Follow-up on any complaints or problems a guest may experience in a timely and professional fashion to ensure a quality guest experience.
• Walk the property frequently to ensure all public areas are clean and well maintained.
• Assist and support all departments when working as the night manager to ensure guest satisfaction.
• Performs other duties as assigned or deemed necessary by leadership.

Education/Formal Training

• High School diploma or equivalent.
• Possess a valid driver’s license.
• May require additional certification up to an including a CDL – Chauffeur Driver License to drive van larger than 15 passenger or mandated by state law. Pass a Motor Vehicle Report background check.

Experience

3 years or more of similar experience

Knowledge/Skills

• Complete knowledge of the Sage Fleet Safety Program. Passing grade on the Professional Courtesy Van Service Examination. Daily vehicle safety inspections and completion of Pre-Trip Inspection Form. Must have general knowledge of basic customer service skills and be competent in oral and written English.
• Must have knowledge of local establishments, businesses and the surrounding community in general.
• Must have vision ability see objects and people at a distance.
• Must be able to communicate verbally and understand and follow verbal instruction.
• Must be able to use tact and understanding when dealing with a variety of customer service problems. Must be able to troubleshoot and report vehicular problems.

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.

• Lifting up to 50 lbs., pushing or pulling cart up to 200 lbs.
• Bending/kneeling -occasionally during shift when needed to lift or load luggage into van or onto cart.
• Mobility -walking up to 1/10 mile frequently during shift.
• Continuous standing -to wait for arriving guests, frequently during shift.
• Climbing stairs up to 3 steps 50% of 8 hours.
• Driving -constant driving to transport guests to or from airport, or other locations as determined by supervisor.
• Must be able to grasp handles, carry bundles and lift packages.

Environment

• Physically strenuous, prolonged sitting, walking and climbing stairs, exposure to outside elements, primarily inside vehicle with time outdoors during stops.
• Work inside 50% of 8 hour shift; outside 50% of 8 hour shift. Abnormal temperatures -exposed to winter and summer temperature extremes.