Director of Guest Services

Full-Time

We are seeking a qualified, service-minded leader to create unforgettable guest experiences!

As a Director of Guest Services, you will drive luxury, operational success while inspiring a dynamic Front Office team to include Agents, Concierge, and Bell Desk Guest Services professionals.

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:

• Consistently offer friendly, engaging and a service culture that contributes positively to the Brand’s Vision and Mission. Promote and lead a service driven, results driven work environment with effective SOP (Standard Operating Procedures) to drive up Guest Satisfaction scores.
• Directing and coaching the whole Front Office team in an effort to drive and improve performance continually to deliver luxury guest service and financial profitability. 
• Direct and administer all Front Office operations to include, but not limited to, guest service and registration (check-in/check-out), room inventory and availability, guest service standards and initiatives, product quality, cost controls and overall profitability, marketing initiatives, systems use and management, budgeting and forecasting, department management, policy and procedure implementation and enforcement and meeting participation and facilitation
• Monitor and develop your team's performance to include, but not limited to, providing supervision and professional development, scheduling, conducting counseling and evaluations and delivering recognition and reward
• Monitor and assess service and satisfaction trends, evaluate and address issues and make improvements accordingly
• Initiate and implement marketing and up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue
• Implement and monitor all Sofitel Brand Standard programs and ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events
• Run and complete daily reports, analyze data and make decisions based on data
• Resolve all guest issues and concerns to guest satisfaction
• Provide managerial support to other Rooms Division Leaders in daily operational duties.
• 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.
• 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.
• 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 preferred. Previous experience in a similar role preferred!
• Knowledge of Opera Cloud/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.