Director Of Guest Services
Position SummaryThe 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 personnel and ensures proper completion of all front office duties. Directs and coordinates the activities of the front desk, reservations, guest services, and telephone areas. Prepares monthly reports and may prepare a budget for front office department.The Director of Guest Services is responsible for the overall management of the Front Office Department. This position will supervise individuals who have a diverse array of responsibilities from the Front Office area to bell services. This position will oversee the coordination and execution of services contracted through the department, ensuring guest satisfaction and revenue goals are met/exceeded. The Manager of Guest Services 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 Manager of Guest Services 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 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 FunctionsReasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Train, cross-train, and retrain all front office personnel.Participate in the selection of front office personnel.Schedule the front office staff.Supervise workload during shifts.Evaluate the job performance of each front office employee.Maintain working relationships and communicate with all departments.Maintain master key control.Verify that accurate room status information is maintained and properly communicatedResolve guest problems quickly, efficiently, and courteously.Update group information. Maintain, monitor, and prepare group requirements. Relay information to appropriate personnel.Review and complete credit limit report.Work within the allocated budget for the front office.Receive information from the previous shift manger and pass on pertinent details to the oncoming manager.Check cashiers in and out and verify banks and deposits at the end of each shift.Enforce all cash-handling, check-cashing, and credit policies.Conduct regularly scheduled meetings of front office personnel.Ensure strict adherence to the uniform policy.Uphold the hotel's commitment to hospitality.Prepare performance reports related to front office.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.Monitor high balance guests and take appropriate action.Ensure implementation of all hotel policies and house rules.Operate all aspects of Front Office computer system, including software maintenance, report generation and analysis, and simple configuration changes.Prepare revenue and occupancy forecasting.Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests managers and other employees.Monitor all VIP guests and requests.Maintain required pars of all front office and stationary supplies.Review daily front office work and activity reports generated by Night Audit.Review Front office log book and guest feedback forms on a daily basis.Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs.On time and at work when scheduled and in proper uniform.Perform special projects and other responsibilities as assigned.Participate in task forces and committees as requested.Consistent professional and positive attitude and actions when communicating with guests and associates.Ensure maintenance problems are promptly reported through proper channels.Comply with all company policies and procedures.Practice safe work habits and comply with sanitary, safety, security and emergency procedures.Write shift reports including reports on any incidents of theft, accidents or injuries when assigned.Check with manager/supervisor before leaving work area for any reason.Attend department meetings as scheduled.Respond to guest requests, concerns and problems to ensure guest satisfaction.Report any incidents of guest dissatisfaction or other matters of significance to manager so that corrective measures may be taken.Any other tasks/duties as requested by management.QualificationsThe Company may consider equivalent combination of acceptable education and experience providing the knowledge, skills and abilities cited below.Education and ExperienceAssociate degree or equivalent experience.Two years of customer contact and supervisory experience in the hospitality industry.Skills and AbilitiesAbility to understand and provide friendly guest service.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, stateand local regulations.Ability to processes guest bills and collects payments in compliance with cash handling, credit card processing and accounting policies and procedures.Ability to compile facts/figures in a timely manner, identify and investigate issues, and resolve basic matters.Ability to follow an appropriate course of action based on policies and procedures.Ability to operate a computer, calculator, phone and other office equipment.Attention to details with good organizational and efficient time management skills.Consistently professional attitude and behavior with effective listening and communication skills.Ability to work in a fast paced environment, sometimes under pressure, while remaining flexible and efficient and simultaneously handling competing and changing priorities.Ability to satisfy the legal requirements for employment within the jurisdiction.Working Conditions & Physical EffortWork 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.