The Guest House Manager of The Club, a boutique hotel on the UCSB campus, is responsible for the year-round scheduling, reservations, management, administration and support services, and billing for the 34 guestrooms, as well as The Club's four meeting facilities.
With anticipated guestroom revenue of approximately $2,000,000 annually, the Manager monitors the operational priorities and provides oversight for the provision of hospitality services and implements hospitality standards and policies. The Manager oversees systems and procedures for customer service, as well as for operational and fiscal efficiency related to residential and meeting room assignments at The Club, ensuring accuracy, efficiency, profitability, and customer satisfaction. *LI-KA1
- 2 years hotel front desk experience
- 2 years supervising multiple employees
- Experience with a hotel or conference management software like Kinetic
- Previous experience handling individual and group reservations
- Exceptional customer service and hospitality skills
- Proven ability to organize and manage multiple, concurrent tasks and projects with frequent interruptions
- Strong communication, analytical, and problem solving skills
- Ability to work with a high profile and diverse client base
- Comfortable working with a variety of individuals and departments across campus
- Experience working with databases and shared electronic interfaces
- Proficient in Microsoft and Google Suite applications
- Experience supervising student staff
- Experience collecting and reconciling payments and invoicing
- Familiarity working with advanced audio-visual equipment and multimedia technology
- Experience with events and meetings, including scheduling and planning
- Experience collaborating with a Housekeeping staff
Special Conditions of Employment
A little help? Go to Driver's License Requirements or Background Check Guidelines
Satisfactory criminal history background check
Maintain a valid CA driver's license
Other Special Conditions of Employment
May need to work and/or be on call on weekends, holidays and evenings in order to support the operational needs of the department.
Other Recruitment Notes
Optional Applicant Documents
Other Document (1)
Other Document (2)
Other Document (3)
Required Applicant Documents
FLSA Exemption Status
A little help? Go to Exempt vs. Non-Exempt Employees
CBU (Collective Bargaining Unit)
99 - Non-Represented (PPSM)
ERC (Employee Relations Code)
End Date for Other Appointment Type (e.g., Contract or 18-month Career)
Type of Supervision Received
A little help? Go to Degree of Supervision
Knowledge, Skills and Abilities
Thorough hospitality knowledge in the areas of scheduling, reservations, management, administration, support services, and billing for a multi-purpose facility with event space and overnight accommodation.
Comfortable functioning as a lead resource, making key decisions, implementing processes, and determining overall solutions for the facility.
Effective leadership, coordination, and collaboration with immediate colleagues and campus departments.
Skilled communication, supervision, analytical and problem solving ability for large scope items.
Ability to stay focused and calm under pressure and work well with a high profile and diverse client base.
Ability to multitask and prioritize daily activities to achieve streamlined results.
Continuously=Activity occurs > 66%
Frequently=Activity occurs 33% to 66%
Occasionally=Activity occurs < 33%
Not Applicable=Activity does not exist
Reach above shoulder level
Other (please specify activity)
Frequency of Other Activity
Light lifting (< 20 lbs)
Moderate lifting (20-50 lbs)
Heavy lifting (>50 lbs)
Light pushing/pulling (< 20 lbs of force)
Moderate pushing/pulling (20-50 lbs of force)
Heavy pushing/pulling (>50 lbs of force)
Reason and Analyze
Other (please specify activity)
Frequency of Other Activity
Is exposed to excessive noise
Is around moving machinery
Is exposed to marked changes in temperature and/or humidity
Is exposed to dust
Is exposed to fumes
Is exposed to gases
Is exposed to radiation
Is exposed to microwave
Drives motorized equipment
Works in confined quarters
Other (please specify activity)
Frequency of Other Activity
Total Percentage of Duties:
Reviews all operational systems and processes related to residential and meeting room assignments at The Club to ensure accuracy, efficiency, profitability, and customer satisfaction, and communicates findings to Assistant Director.
Facilitates communication between front desk, Conference & Hospitality Services staff, housekeeping, and maintenance services by utilizing shared electronic interfaces, such as department intranet and TMA (work order system), and by providing a courier system for documents, supplies, and materials.
Meets regularly with key stakeholders in The Club, including Dining, Special Events Catering, The Board, Housekeeping, Grounds, etc. to prepare for upcoming events, maintain working relationships, and establish open lines of communication. Serves as a liaison with other HDAE units that provide service to the guests and campus.
Has general knowledge of environmental health and safety systems, mechanical systems, power systems, security systems and life/safety systems.
Executes and reviews systems and procedures for operational efficiency and to provide a high standard of customer service to the guests. This includes the provision, coordination, auditing and control of services such as check in, check out, collection of guest payments, key distribution, lost and found tracking, parking permit distribution, lock-outs, a sundries store, and general concierge services on a 24 hour/7 days a week schedule.
Responsible for the safety and security of guests by implementing processes and internal controls for the distribution, collection, replacement and audit of electronic access room keys.
Provides ongoing training and information on HDAE emergency preparedness systems and general emergency responses to the GSAs. Reviews and analyzes the UC Police Department's CSO electronic access reports and logs, making recommendations when necessary. Reviews and analyzes elevator problem logs, propped door messages, and security camera footage when necessary.
Responds to and resolves guests' problems quickly, efficiently, and courteously. Monitors and assesses service and satisfaction trends, evaluates and addresses issues, and recommends improvements. Able to work with a variety of guests, including campus faculty, staff, and students, as well as visitors to campus.
The West Campus Cottages are a residential facility for visiting faculty, scholars and those conducting University related business. The Club serves as the check in location for West Cottage guests. As such, the Guest House Manager implements processes to facilitate West Cottage guest check ins, including distribution of keys, parking permits, and other guest materials, as well as to respond to lockouts at the West Cottages.
Operations Management (cont.)
Guestroom Assignment Services
Directs guestroom assignments for the 34 residential rooms at The Club. Manages the accommodations inventory for operational efficiency, revenue potential, and client satisfaction. Establishes process, procedures, and timelines for room assignments and billing reports. Verifies that accurate room status information is maintained and properly communicated.
Coordinates all communications surrounding the reservation (confirmation, invoices, operational reports, etc.).
Analyzes and manages all data processing functions, including customized report production for room allocation, housekeeping, and room billings, utilizing a purchased integrates management system (Kinetic).
Serves as the primary liaison with Residential Operations for housekeeping and maintenance needs. Coordinates and controls access to room inventory for planned and unplanned department or campus projects.
Responsible for maintaining The Club guest folios, including financial adjustments, allowances, payments, and invoices.
Provides customized guest services to all individual inquiries and registrants.
Responsible for the year-round scheduling, reservations, support services, and billing for the 4 meeting spaces within The Club (3 conference rooms and a courtyard). Meets regularly with FSOs and Assistant Director to discuss and plan for upcoming events and recommends staffing needs.
Provides support in the area of Extron touch screen control systems with HDTV LCD displays, cinema-quality surround sound, Blu-Ray DVD players, integrated iPod docks, external input into the house system, and programmable lighting systems.
Consults with clients on the technical, space configuration options, furniture rental needs, and price point considerations to meet event requirements.
Collaborates with Furniture Services, Media Services, Special Events Catering, and approved off-campus vendors to coordinate appropriate services and furniture rentals, including coordinating deliveries, set ups, and pick ups. Creates Banquet Event Orders for all events to inform FSOs and other necessary staff of event details and needs.
Supervises, recruits, selects, trains, schedules, and evaluates approximately 25 student front desk staff (Guest Services Associates, or GSAs) and Senior GSAs.
Develops and implements an extensive training program for all GSAs. Includes departmental orientation, review and practice of job responsibilities, review of policies and procedures, development of goals and objectives, team building, and skills building. Develops and provides specific training on customer service, diversity, CPR, First Aid, disaster preparedness, sexual harassment, Kinetic (Kx) conference software, and Kronos timekeeping system.
Develops recruitment strategies in compliance with Housing and University regulations and maintains professional relationships with a variety of sources on and off campus to generate qualified applicants for a diverse workforce.
Annually evaluates student recruitment processes based on quality of applications, and qualifications of applicants, and recommends changes or improvements in the recruitment process.
Provides overview of Kronos timekeeping system records for all GSAs. Ensures that hours are entered by the students and then reviews and approves hours.
Indirectly supervises and assists in the recruitment and training of 7-10 student Facility Services Operators (FSOs).
Assesses daily housekeeping reports to assist in determining housekeeping schedule. Conducts room checks to provide feedback and follow up as necessary should adjustments be required.
Reviews and analyzes the guestrooms and meeting facilities staff organizational structure and schedules and makes recommendations of job duty modifications to better meet client needs while remaining cost effective.
Ensures that all personnel records, procedures, and requirements are maintained and fulfilled in accordance with University Personnel Policies and Procedures.
Collects and reconciles income in the form of cash, checks, credit card payments, and recharges. Creates appropriate invoices. Follows UCSB General Cash Handling Policy and Procedures, including stewardship, accountability, separation of duties, physical security, and reconciliation.
Using Kinetic Software, downloads and syncs data from an external server, merges data, reviews for duplications and reconciles reservation data to the fee collected. Conducts a night audit (utilizing Kinetic Software) of accounts receivable for currently registered guests, ensuring the accuracy of all financial information, including the charges to the guest folios for food and beverage. Reconciles Kinetic Software data to Financial Analyst's QuickBooks revenue report for guestrooms and meeting space reservations.
Initiates additional billings and refunds resulting from reconciliation and communication with clients including balance due notices. Generates financial reports for reconciliation and occupancy of The Club.
Modifies standalone terminal payment processing procedures for a customer-oriented process, ensuring guest satisfaction while maintaining accurate records.
Implements Freedom Pay with Club Manager of Finance & Administration to provide reliable reports that identify any discrepancies that occur during checkout, thereby allowing The Club to respond and problem solve in a timely manner.
Works within an established budget to purchase sundries, amenities and office supplies. Manages the equipment records and conducts regular inventories of supplies. Maintains up-to-date records and initiates modification reports as required. Reports lost, stolen, or damaged equipment as per University policy.
Utilizes Gateway Procurement Software for strategic buying.
Monitors and tracks all labor expenses for the front desk.
Customer Satisfaction Surveys
Working directly with clients, coordinates the dissemination of customer satisfaction surveys to guests of The Club and meeting facilities clients through on-line processes.
Compiles evaluation data and analyzes results for immediate life/safety issues, facilities repair or maintenance issues, housekeeping/dining/front desk service quality issues, customer satisfaction trends and feedback on processes. Initiates corrective action if necessary.
Communicates feedback to appropriate parties and reviews performance indicators with Assistant Director.
Marketing & Public Relations
Participates in sales and promotional activities by handling inquiries, leading site inspections, and disseminating information verbally, electronically, or in brochure format.
Initiates and actively engages in positive, cooperative working relationships with Dining, Residential Operations, and other HDAE personnel working in The Club, with the governing board of The Club, as well as maintaining positive relationships with appropriate campus departments.
Participates in University and community committees, programs, and functions.
Works collaboratively with lead managers in all functional areas of HDAE and senior administrators in HDAE, as well as lead managers in University services departments.
Facilitates teamwork and works closely with staff and managers within Campus Conference Services, Residential Operations, Dining Services and The Club Membership Director.
Implements the Standards for HDAE, which outlines the programmatic and developmental goals for the UCSB housing program.
Performs special duties and assignments designated by the Director, Associate Director, or Assistant Director.