Director Of Guest Services

Position Summary
The Company operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting and ending times, and hours worked in a week.
Directly supervises all front office, bellmen and valet personnel and ensures proper completion of all guest services activities. Directs and coordinates the activities of the front desk, reservations, guest services, bell staff, valet and telephone areas. Prepares monthly reports and may prepare a budget for front office department.
The Guest Services Director is responsible for the overall management of the arriving guest experience. This position will supervise individuals who have a diverse array of responsibilities. This position will oversee the coordination and execution of services contracted through the department, ensuring guest satisfaction and revenue goals are met/exceeded. The Guest Services Director will help develop and manage the budget for the front office department. This position will develop and maintain exemplary relationships with outside vendors and utilize those relationships to maximize profitability and service. This position will also develop strong internal relationships and a strong network of resources
The Guest Services Director will lead and motivate a team to exceed departmental and Company goals.
Complies with all guest service basics such as uniforms, nametags and proper guest greeting. Knowledgeable on hotel facilities and services to welcome and assist guests as appropriate. Ensures all communication containing Company, hotel, brand and guest information is consistent with privacy policies, practices and regulations. Impresses guests with quality and timely service in a pleasant and friendly manner.
Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Schedule the front office staff and pantry breakfast attendants.
• Participate in the selection of front office personnel and breakfast attendants.
• Train, cross-train, and retrain all front office personnel.
• Supervise workload during shifts.
• Evaluate the job performance of each front office and pantry employee.

Essential Functions, Cont.

• Comply with all company policies and procedures.
• Ensure maintenance problems are promptly reported through proper channels.
• Update group information. Maintain, monitor, and prepare group requirements. Relay information to appropriate personnel.
• Respond to guest requests, concerns and problems to ensure guest satisfaction.
• Review daily front office work and activity reports generated by Night Audit.
• Participate in task forces and committees as requested.
• Attend department meetings as scheduled.
• Uphold the hotel's commitment to hospitality.
• Enforce all cash-handling, check-cashing, and credit policies.
• Any other tasks/duties as requested by management.
• Review and complete credit limit report.
• Maintain required pars of all front office, stationary supplies, market place and pantry.
• Operate all aspects of Front Office computer system, including software maintenance, report generation and analysis, and simple configuration changes.
• Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs.
• Check with manager/supervisor before leaving work area for any reason.
• Perform special projects and other responsibilities as assigned.
• Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
• Monitor high balance guests and take appropriate action.
• Check cashiers in and out and verify banks and deposits at the end of each shift.
• Prepare performance reports related to front office.
• Maintain working relationships and communicate with all departments.
• Ensure strict adherence to the uniform policy.
• Review Front office logbook and guest feedback forms on a daily basis.
• Ensure implementation of all hotel policies and house rules.
• Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily.
• Consistent professional and positive attitude and actions when communicating with guests and associates.
• Practice safe work habits and comply with sanitary, safety, security and emergency procedures.
• Work within the allocated budget for the front office.
• Verify that accurate room status information is maintained and properly communicated
• Maintain master key control.
• Conduct regularly scheduled meetings of front office personnel.
• Prepare revenue and occupancy forecasting.
• Report any incidents of guest dissatisfaction or other matters of significance to manager so that corrective measures may be taken.
• Receive information from the previous shift manger and pass on pertinent details to the oncoming manager.
• On time and at work when scheduled and in proper uniform.
• Monitor all V.I.P. guests and requests.
• Resolve guest problems quickly, efficiently, and courteously.
• Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests’ managers and other employees.
• Write shift reports including reports on any incidents of theft, accidents or injuries when assigned.

Qualifications
The Company may consider equivalent combination of acceptable education and experience providing the knowledge, skills and abilities cited below.
Education and Experience

• Two to five years of customer contact and supervisory experience in the hospitality industry.
• Associate degree or equivalent experience.

Skills And Abilities

• Ability to understand and provide friendly guest service.
• Ability to operate a computer, calculator, phone and other office equipment.
• Attention to details with good organizational and efficient time management skills.
• Ability to follow an appropriate course of action based on policies and procedures.
• Ability to compile facts/figures in a timely manner, identifies and investigates issues, and resolves basic matters.
• Ability to processes guest bills and collects payments in compliance with cash handling, credit card processing and accounting policies and procedures.
• Ability to correctly process check-ins and check-outs, answer questions, and resolve guest requests in compliance with policies and procedures, brand standards, and federal, state and local regulations.
• A working knowledge of On-Q software.

Skills And Abilities, Cont.

• Ability to satisfy the legal requirements for employment within the jurisdiction.
• Ability to work in a fast paced environment, sometimes under pressure, while remaining flexible and efficient and simultaneously handling competing and changing priorities.
• Consistently professional attitude and behavior with effective listening and communication skills.

Working Conditions & Physical Effort
Work is normally performed in an interior hotel environment. While performing job duties, the associate speaks, listens, completes documents, processes requests and operates office equipment such as a telephone, calculator, computer, copier and fax. Physical requirements include extended periods of standing and/or walking, bending, reaching, pulling, pushing, kneeling, and lifting up to 50 pounds. The job requires close vision with or without corrective lenses.