Director of Guest Services
Job Details
Position Type: Full Time
Salary Range: Undisclosed
Reports To: General Manager
Description
Position Summary
Responsible for managing guest needs, front desk operations and bellstaff, ensuring the highest customer satisfaction. Guest services managers monitor staff performance, develop strategies and services to maximize productivity, and drive more revenues and profitability.
Responsibilities
- Practice, maintain and promote Marriott standards.
- Responsible for directly supervising the Front Office Manager, Supervisors, GSAs, PBX, Bell staff, Recreation and Retail Shops.
- Lead Bellman and Recreation Pool Manager will report directly to this position in conjunction with the bell and pool staff.
- Develop, maintain, supervise and train standards of performance pertaining to registration/check-in and checkout, processing guest accounts, guest satisfaction, service skills and company assets.
- Responsible for interviewing and hiring Front Office and PBX staff, Night Audit and Pool staff.
- Develop staff potential through training programs on mgs DLZ/Digital Learning Zone.
- Responsible for 60 day and annual performance evaluations.
- Responsible for the scheduling of the Front Office and PBX associate as established by occupancy and staffing guidelines.
- Ensure all guests arriving/departing are being treated in an efficient and courteous manner.
- Assist in the implementation of the Marriott Operational Standards as they pertain to the Front Office and PBX area.
- Maintain all Marriott policies and procedures; to include all training programs.
- Hold daily stand-up meetings to ensure communication for all shifts.
- Responsible for the implementation and utilization of all Front Office and PBX equipment, programs and services.
- Able to work shifts as necessary with the Front Desk to ensure all staff are trained on the various systems; Lightspeed, Galaxy, MICROS, Saflok
- Attend all weekly operations meetings and review all Sales/Catering Resumes to assist with any and all group communications.
- Develop and maintain a Front Office Policy and Procedures manual, including PBX and updating all pertinent information as necessary.
- Review all Front Office and PBX related proposals and literature to improve quality and service to guests.
- Responsible for attending pre-convention meetings and providing professional service toward meeting planners with regards to handling critical issues and/or opportunities.
- Maintains effective communication with accounting staff to ensure proper handling of guest accounts and to guarantee consistent compliance with hotel credit policies and procedures, and ensure they are adhered to.
- Assist with GXP response reporting, defect trend identification, creation and/or implementation of proven solutions and problem resolution.
- Maintain procedures for credit control and handling of financial transactions.
- Maintain procedures for security of monies, guest security and emergency procedures.
- Learn and train emergency procedures and act and implement as needed.
- Maximize revenue and minimize cost through appropriate training and timely controls.
- Communicate all incidents to management that affect hotel operations.
- Perform various other duties as assigned in a professional and timely manner.
- Monitor 3rd party partner extranets and respond to guest questions, concerns and cancellation requests.
- Establish and maintains open, collaborative relationships with direct reports and entire team. Ensures direct reports do the same for their team
- Foster team member commitment to providing exceptional service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and team members
Revised 05/13/2022
- Demonstrate and communicates drivers of guest satisfaction; ensures core elements of service strategy are in place to produce the desired results
- Serve as a guest advocate for the property. Pulls together resources to resolve guest and operational issues and impact results
- Is highly visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels, and overall satisfaction
- Observe service behaviors of team members and provides feedback to individuals and/or supervisors
- Review comment cards, guest survey results and other data to identify areas of improvement
- Analyze service issues and identifies trends. Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results
- Ensure that building is well maintained and that operational areas have an atmosphere that meets or exceeds guest expectations
- Make decisions and oversee team performance, removes obstacles to success and ensures adequate resources are available to achieve business results
- Inspire and motivate teams to achieve operational excellence
- Ensure policies are administered fairly and consistently and that team member performance is evaluated and recognized where appropriate
- Communicate and ensure execution of hotel emergency procedures
Physical Requirements for this Position
You must be able to walk and stand for extended periods of time as the job dictates.
Revised 05/13/2022
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Employee discount
- Health insurance
- Life insurance
- Paid time off
- Referral program
- Vision insurance
Schedule:
- Day shift
- Evenings as needed
- Evening shift
- Holidays
- Monday to Friday
- Morning shift
- Nights as needed
- Rotating weekends
- Weekends as needed
Work setting:
Work Location: In person