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. 

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.

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

Summary

Ensures guest satisfaction by providing courteous and efficient service.  Responsible for the accurate registration, posting of charges, and check-out of guests.  Handles guest questions and concerns as required by management. Adheres to specific Brand Standards as required. Will be required to assume position of Person in Charge (PIC) during the overnight shift.

Job Duties

• 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

• 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 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.

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

• 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, logbook, 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

• 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, logbooks, 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

• Audits all accounts to ensure they balance, to include such accounts as tray and city ledger, reservation deposits, credit card accounts, and room, food & beverage, and banquet charges.

• Transfers charges and deposits to master accounts.

• Closes necessary accounts at month end.

• Prepares final reports of all daily revenue summaries.

• Posts all room and tax revenues and late charges, including No-Shows.

• Changes system date.

• Follows all company policies and procedures as outlined in Policy Manual.

• Responsible for Life Safety Procedures and equipment

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

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: 

• Strong communication and multitasking abilities

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

• Ability to learn and adhere to Brand & Baywood Hotels’ standards

• 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

The Assistant General Manager (AGM) supports the General Manager in overseeing daily hotel operations to ensure guest satisfaction, operational efficiency, and profitability. This role leads the Front Desk, Housekeeping, and Engineering departments, ensuring a clean, safe, and high-quality guest experience while managing expenses and supporting front-of-house operations as needed.

Key Responsibilities

• Recruit, train, and supervise team members; foster a positive, high-performance culture.

• Assist with budgeting and control departmental expenses, including payroll.

• Ensure compliance with company policies, procedures, and brand standards.

• Oversee guest services, room inventory, and special requests, including group coordination.

• Maintain cleanliness, organization, and operational readiness across departments.

• Manage inventory, supplies, and equipment maintenance.

• Prepare schedules to meet business demands and ensure adequate staffing.

• Monitor performance through audits, reports, and team accountability.

• Support communication across departments to ensure seamless operations.

• Participate in safety programs, incident reporting, and serve as Manager on Duty as needed.

• Engage in BEAR Activities company-sponsored community initiatives.

• Perform additional duties as assigned.

Qualifications

• Bachelor’s degree in Hospitality or related field preferred (or equivalent experience).

• 2+ years hotel experience and 2+ years in a management role (hospitality preferred).

• Strong leadership, organizational, and communication skills.

• Proficiency in Microsoft Office; PMS experience preferred.

• Bilingual (English/Spanish) a plus.

• Valid driver’s license (if applicable).

Physical Requirements

• Standing/walking for extended periods (up to full shift).

• Occasional bending, reaching, and lifting up to 40 lbs.

Note

Responsibilities may be modified at any time based on business needs.