Director of Guest Services and Operations
hace 1 mes
Job Summary
Serves as the property Manager on Duty and oversees all property operations, ensuring that the highest levels of hospitality and service are provided. Represents property management in resolving any guest or property related situation. Manages the flow of questions and directs guests within the lobby. Serves as Guest Relations Manager and handles the tracking of service issues.
Key Responsibilities
- Leads and motivates a team of guest services and front desk staff to deliver exceptional customer service and ensure a seamless guest experience.
- Develops and implements strategies to improve guest satisfaction, loyalty, and retention.
- Monitors and evaluates the performance of guest services and front desk staff, providing coaching and feedback to improve their skills and knowledge.
- Collaborates with other departments to ensure seamless communication and coordination of guest services and front desk operations.
- Ensures compliance with all policies, standards, and procedures related to guest services and front desk operations.
- Provides exceptional customer service and responds to guest complaints and concerns in a timely and professional manner.
Requirements
- High school diploma or equivalent required; 2 years of experience in guest services, front desk, or related field preferred.
- 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related field preferred.
- Excellent communication, leadership, and problem-solving skills.
- Ability to work in a fast-paced environment and prioritize multiple tasks and responsibilities.
- Ability to maintain confidentiality and handle sensitive information.
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