Director of Guest Services

Job Type

As our Director of Guest Services, you will be responsible for ensuring the overall success of the front desk, guest satisfaction and product quality standards are being met or exceeded.

This position may require flexible scheduling availability.

Job Requirements:

• Be readily available and approachable for all guests.
• Ensure that departments achieve or exceed guest’s service expectations.
• Take proactive approached when dealing with guest’s concerns.
• Extend professionalism and courtesy to guests at all times.
• Inform guests of all hotel services and amenities such as complimentary breakfast, fitness center, and recreational facilities.
• Serves as first point of contact in any valet related guest relations matters.
• Ensures hotel staff is trained in financial control procedures for cash, vouchers, inventories and receivables and that these procedures are regularly followed.
• Personally, demonstrates a commitment to guest service by responding to guest needs
• Guide team members with planning, developing, growing, and managing their careers by sharing the Pathways of Leadership Program.
• Ensures all front desk team members are trained in front desk operations, including check-in/check-out procedures, telephone procedures, hotel amenities and computer systems.
• Manages human resources functions including recruiting, selection, onboarding, orientation, training to maintain a qualified work force.
• Maintains a positive cooperative work environment between staff and management.
• Ensures training objective and development plans are completed.
• Completes and distributes work schedule to staff in a timely manner.
• Knows local health and safety codes and regulations that apply to the hotel.
• Identifies and corrects potential security problems, such as locking doors after hours, etc.
• Understands and follows policies and procedures for the hotel’s key control system and ensures others are trained in same.
• Serves as first point of contact for valet services through third-party vendor.
• Interact with guests during hotel social activities.
• Work with other departments to ensure maintenance requests are being communicated and completed.
• Work with other departments to ensure only clean and functional rooms are being assigned upon check-in.
• Monitor daily bookings to coordinate with front desk team and guests when hotel is oversold on specific room types.

Job Qualifications:

• Prior hotel experience.
• Two to three years employment experience in a related position.
• Ability to operate hotel PMS systems.
• Highly motivated team player with strong initiative and desire for achievement.
• Excellent communication, computer and presentation skills.
• Ability to work both with a team and alone.
• Ability to recruit and maintain team members with a passion to serve.
• Must be able to convey information and ideas clearly.
• Must work well in stressful high-pressure situations.
• Must maintain composure and objectivity under pressure.
• Ability to maintain excellent communication and a positive attitude when facing difficult situations.
• Must be effective in handling problems in the workplace including anticipating preventing identifying and solving problems as necessary.
• Ability to communicate effectively with expected guests prior to arrival to relay any necessary information.
• Ability to achieve positive guest relations and maximize guest satisfaction.
• Ability to handle cash and credit transactions.
• A full understanding and ability to execute the IHM standards in regard to accounting processes.
• A full understanding and ability to meet or exceed IHM internal audit requirements.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to stand, sit or walk for an extended period of time. While performing the duties of this job, the employee is regularly required to lift and/or move up to 10 pounds and frequently lift and/or move up to 25 pounds.

Training:

Island Hospitality is committed to employee development and displays that commitment with a formalized training and development program providing a clear path for any employee with a desire and aptitude to thrive in the hospitality business. As team members join Island Hospitality from other organizations they too can build on that prior experience and find further growth opportunities within our company by utilizing the tools and resources offered.

Team Member Wellness Program:How We Thank You For All You Bring To The Team

Rewarding Benefits Package:

• Healthcare including Medical, Dental, and Vision Insurance
• HSA & FSA plans available!
• Dependent care FSA
• Identity Theft Protection Insurance
• Commuter benefits including transit & parking
• Pet Insurance
• PTO and Payroll Incentives for Annual Wellness Exams
• Employee Assistance Program
• Wellness Subscriptions including access to gyms, financial planning, counseling, and legal services
• Paid Sick and Vacation Time
• Family Leave
• 401(k) Retirement plan - IHM Matches 100% up to 3% of your salary and an extra 50% on the next 2% of your salary. 401(k) is fully vested upon the first contribution

Rewarding Hard Work:

• Incentive based bonus program
• Free room nights at our hotels and employee discounts within your hotel brand
• Discounts for friends and family within your hotel brand
• Team Member of the Month, Quarter, and Year recognition and bonus
• Discounted tickets to theme parks, musicals, movies, and more through Tickets at Work
• Career Growth through our in-house training program with a path personalized to your desired goals
• Referral bonus program to ANY of our locations

Equal Opportunity Employer

Island Hospitality uses E-Verify to confirm work authorization in all municipalities where it is required by law.