Director of Guest Services with 3-5yrs in Hospitality Mgmt chez Hotel Monteleone

Summary
The Director of Guest Services oversees the day-to-day operations of the Guest Service Managers, Bell & Door, Loss Prevention and Transportation. This role will collaborate, partner, and support the Director of Rooms on all operational functions related to guest services, programs, assignments, and hotel activities as deemed necessary to support the business. This individual will be provided with a complete overview of the rooms division, facilitated through a rotation between the front of house and back of house operation. The Director of Guest Services will be a business partner responsible for supporting the company's goals, objectives, vision, mission, and values. 

Essential Functions

To perform the Night Auditor position successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. 

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities of the position. 

Essential Duties and Responsibilities

Front of House Responsibilities:

• Direct and control the activities of the Guest Experience, Transportation, Bell/Door operations to ensure adherence to Forbes standards, policies and procedures.
• Support Loss Prevention efforts by monitoring safety, security, and compliance standards, promptly reporting concerns, and assisting with investigations as needed.
• Utilize the Alice platform to log, track, and follow up on guest requests, ensuring timely resolution and consistent service delivery.
• Review and analyze guest engagement scores and trends in Revinate.
• Responsible for profile accuracy with the aim of creating a personalized experience for each of our guests.
• Perform daily stand up and run meetings for Front of House departments. Ensure team are familiar with all guest rooms, spa, dinning and selling techniques, hotel facilities, services, hours of operation, key personnel, special activities, functions in the hotel and to ensure proper follow up on all special guest requests.
• The incumbent must be an ambassador of our values and culture. Present a great sense of integrity and conveying to the guest a sense of knowledge and assurance.
• Review daily activity, inclusive of but not limited to arrivals, departure, guests in house itineraries with the aim of delivering on all guests’ expectations.
• Satisfy all reasonable guests’ services requests with the upmost levels of confidentiality and discretion.
• Responsible for creating an engaging and collaborative culture with our front of house associates.
• Responsible for recruiting and onboarding all new front of house associates.
• Conduct Forbes Trainings session, alongside the Associate Engagement Manger to achieve a four-star rating.
• Assist in preparing for and maintaining standards required for Forbes and Preferred inspections, ensuring compliance with service, quality, and brand expectations.
• Responsible for creating a learning environment and for providing corrective coaching to all front of house associates.
• Review, analyze and take action on all day-to-day Manager Logs and offer same day resolutions.
• Complete all payroll records and ensure payroll accuracy and proper labor management.
• Manage and satisfy front of house supplies and hurricane storage.
• Perform tasks for Guest Recognition and ensure proper training and usage throughout each department. 
• Nurtures a collaborative and encouraging working environment with all other departments and associates.

Back of House Responsibilities:

• Directly responsible coverage during Director of Rooms absence.
• Effectively train all team members on proper Forbes Standards.
• Must identify and report property maintenance conditions and create work orders for all required repairs.
• Support all Rooms Division Heads with creating engaging, fair, and consistent protocols for the associates.
• Must fully understand room categories, room set ups, design, color schemes and room differentiators.                                 
• Must support the Director of Rooms with all associate meetings, training sessions and recognition events.
• The tasks and responsibilities outlined are not all limiting but mere an overview.

Competency

To perform the Director of Guest Services position successfully, an individual should demonstrate the following competencies:

• Customer Service - Manage difficult or emotional customer situations; respond promptly to customer needs; solicit customer feedback to improve service; respond to requests for service and assistance; meet commitments

• Technical Skills - Assess own strengths and weaknesses; pursue training and development opportunities; strive to continuously build knowledge and skills; share expertise with others

• Problem Solving – Identify and resolve problems in a timely manner; gather and analyze information skillfully; develop alternative solutions; work well in group problem solving situations; use reason even when dealing with emotional topics

• Project Management - Develop project plans; coordinate projects; communicate changes and progress; complete projects on time and budget; manage project team activities

• Interpersonal - Focus on solving conflict, not blaming; maintain confidentiality; listen to others without interrupting; keep emotions under control; remain open to the ideas of others and try new things
• Oral Communication - Speak clearly and persuasively in positive or negative situations; listen and get clarification; respond well to questions; demonstrate group presentation skills; participate in meetings

• Team Work - Balance team and individual responsibilities; exhibit objectivity and openness to the views of others; give and welcome feedback; contribute to building a positive team spirit; put success of team above own interests; ability to build morale and group commitments to goals and objectives; support team’s efforts to succeed; recognize accomplishments of other team members

• Written Communication - Write clearly and informatively; edit and proof work for spelling and grammatical errors; vary writing style to meet needs; present numerical data effectively; ability to read and interpret written information

• Change Management - Develop workable implementation plans; communicate changes effectively; build commitment and overcomes resistance; prepare and support those affected by change; monitor transition and evaluate results

• Leadership - Exhibit confidence in self and others; inspire and motivate others to perform well; effectively influence actions and opinions of others; inspire respect and trust; accept feedback from others; provide vision and inspiration to peers and subordinates; give appropriate recognition to others; display passion and optimism; mobilize others to fulfill the vision

• Diversity - Demonstrate knowledge of EEO policy; show respect and sensitivity for cultural differences; educate others on the value of diversity; promote a harassment-free environment; build a diverse workforce

• Ethics - Treat people with respect; keep commitments; inspire the trust of others; work with integrity and ethically; uphold hotel’s values
• Organizational Support - Follow policies and procedures; complete administrative tasks correctly and on time; support hotel’s goals and values; benefit hotel through outside activities; respect diversity

• Strategic Thinking - Develop strategies to achieve hotel’s goals; understand hotel’s strengths & weaknesses; analyze market and competition; identify  external threats and opportunities; adapt strategy to changing conditions

• Adaptability - Adapt to changes in the work environment; manage competing demands; change approach or method to best fit the situation; ability to deal with frequent changes, delays or unexpected events

• Attendance and Punctuality - Consistently arrive at work on time; ensure work responsibilities are covered when absent; arrive at meetings and appointments on time

• Dependability - Follow instructions, respond to management direction; take responsibility for own actions; keep commitments; commit to long hours of work when necessary to reach goals; complete tasks on time or notify  appropriate person with an alternate plan

• Initiative - Volunteer readily; undertake self-development activities; seek increased responsibilities; take independent actions and calculated risks; look for and takes advantage of opportunities; ask for and offer help when needed

• Innovation - Display original thinking and creativity; meet challenges with resourcefulness; generate suggestions for improving work; develop innovative approaches and ideas; present ideas and information in a manner that gets others' attention

• Judgment - Display willingness to make decisions; exhibit sound and accurate judgment; support and explains reasoning for decisions; include appropriate people in decision-making process; make timely decisions

• Motivation - Set and achieve challenging goals; demonstrate persistence and overcome obstacles; measure self against standard of excellence; take calculated risks to accomplish goals

• Planning and Organizing - Prioritize and plan work activities; use time efficiently; plan for additional resources; set goals and objectives; organize or schedule other people and their tasks; develop realistic action plans

• Professionalism - Approach others in a tactful manner; react well under pressure; treat others with respect and consideration regardless of their status or position; accept responsibility for own actions; follow through on commitments

• Quality - Demonstrate accuracy and thoroughness; look for ways to improve and promote quality; apply feedback to improve performance; monitor own work to ensure quality.

• Quantity - Meet productivity standards; complete work in timely manner; strive to increase productivity; work quickly

• Safety and Security - Observe safety and security procedures; determine appropriate action beyond guidelines; report potentially unsafe conditions; use equipment and materials properly           

Qualifications

• 3-5+ years of previous Rooms Division management experience is required.
• Experience in a luxury hotel and/or resort required.
• System Experience (preferably Opera Cloud, Alice, and Microsoft Office Suite)
• Front Office and/or Housekeeping Management experience highly preferred
• Ability to handle computer systems (related to schedule, payroll, purchase, guest lists, guest activities reports etc.)
• Ability to multi-task in a high volume and fast paced environment
• Strong communication and interpersonal skills

Language Ability

• Effectively interact and communicate in English with people from diverse backgrounds

• Read and comprehend simple instructions, short correspondence and memos

• Write simple correspondence

• Effectively present information in one-on-one and small group situations to customers, clients and other associates of the hotel

Reasoning Ability

• Apply common sense understanding to carry out instructions furnished in written, oral or diagram form

• Deal with problems involving several concrete variables in standardized situations

Work Environment

• The noise level in the work environment is usually moderate

• The position is located in an office setting where the temperature settings are controlled.  

Physical Demands

• Position requires walking and standing most of the working day; must be able to stand and exert well-paced mobility for up to 6 hours in length. Must be able to lift up to 15 lbs. on a regular and continuing basis. Must be able to bend, stoop, squat and stretch to fulfill tasks. Requires manual dexterity, grasping, writing, standing, sitting, walking, repetitive motions, bending, and climbing.

Position Status and Availability

• A full-time, Monday – Sunday  (AM and PM shifts) including weekends and holidays 

Job Description Acknowledgement

I have read the Director of Guest Services job description and fully understand the requirements for the position.

I understand that this job description is to be used as a guideline for expectations of performance and that I will be responsible for performing other duties as assigned.

I further understand that this job description does not constitute an employment contract with Hotel Monteleone.