Director of Guest Services

First impressions are lasting impressions!

We are seeking a qualified, service-minded leader for our outstanding Guest Services team.

Director of Guest Services

What’s in it for you:

• Unlimited career development opportunities, both nationally and internationally.   The sky is your limit!
• Make your mark, by being part of a high performing team which supports and inspires you to reach your highest potential
• Give back through our Corporate Social Responsibility activities and local community based philanthropy.

What you will be doing:

• Manage the team and leaders during the daily Operations and management of the Front Office and the team during your assigned shift.
• Coach, lead, guide and direct the Guest Service managers and team to include Front Desk, Bell-desk, Concierge and One Touch.
• Provide managerial support to other Rooms Division Leaders in daily operational duties.
• Consistently offer friendly, engaging and a service culture that contributes positively to the Brand’s Vision and Mission.
• Ensure appropriate staffing levels of the Front Office team and make changes where necessary to meet forecasted business volumes.
• Manage ALL loyalty programs and guest recognition programs including the ALL Upsell programs.
• Assist in creating schedules based on business demand and forecasts. 
• Maintain employee morale and create programs to reward and maintain engagement in your team.
• Recruit, train, provide feedback, and coach the Guest Service team whenever necessary.
• Promote and lead a service driven, results driven work environment with effective SOP (Standard Operating Procedures) to drive up Guest Satisfaction scores.
• Provide support both on the floor and in assisting with office duties, paperwork and attending interdepartmental meetings

Your experience and skills include:

• A passion for everything Guest Service and luxury customer service.
• Minimum of 4 years of previous Guest Service/Front Desk management experience in a luxury hotel setting preffered.
• Knowledge of Opera Property Management System is an asset.
• Excellent communication, organizational and problem-solving skills that allow you to lead and manage the Guest Services team effectively.
• An ability to work under pressure while maintaining a sense of poise and professionalism. 
• A can-do, positive attitude that enables, empowers and inspires others
• An ability to naturally engage with guests and show empathy; have genuine care and concern for both the well-being of our guests and fellow team members
• A desire to learn and grow and a fast paced, challenging, exciting environment
• Computer proficiency in a Windows environment (Word, Excel, PowerPoint).

Our commitment to Diversity & Inclusion:

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.