Position Profile:

The Director of Guest Services leads our Guest Relations department with passion, family spirit and elegance to create a personalized and unparalleled arrival and departure experience, anticipating guest needs. This involves training, coaching, and managing.

Responsible for the daily operations of the Front Office, Bell Services and Concierge Department to present a positive image of the Hotel to all guests creating an unsurpassed experience for our guests as well as our team members.

Train, coach, develop and supervise according to hotel policies and procedures.

Maintain standards of guest service as established by the Managing Director.

Evaluate and manage a weekly schedule based on business levels while ensuring coverage at all times.

Ensure payroll is documented and submitted accurately.

Review payroll each day to ensure it is in line with the budgeted hours.

Develop growth plans for all Guest Relations team members.

Selection and development of team members including ongoing training.

Demonstrate positive leadership characteristics which inspire team members to meet and exceed standards and promote empowerment.

Build morale and spirit, interact positively with guests, and take action to resolve problems to the satisfaction of all parties involved.

Instill a guest service attitude, continually look at ways to reduce expenses and drive revenues.

Maintain an accurate guest attention report.

Follow cash handling and auditing procedures as outlined by the finance department.

Ensure that personal appearance and hygiene standards are an example for the team and reflect a professional image for our guests.

Ensure that proper procedures for dealing with guest illness or injury, system failures, fire alarms, robbery, security incidents and other emergencies Report unsafe conditions, as appropriate.

Assist with responsibilities and duties in the absence of or due to heavy volume in the areas of Concierge, Bell Staff, and lobby coverage.

Perform other tasks or projects as assigned by hotel management.