Guest Services Manager

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 , 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.

Created: 2025-09-06