Director of Guest Services

Full-Time

Choice Hotels International, Inc (NYSE: CHH) is one of the largest lodging franchisors in the world. A challenger in the upscale segment and a leader in midscale and extended stay, Choice® has more than 7,400 hotels, representing over 625,000 rooms, in 45 countries and territories. A diverse portfolio of 22 brands that run the gamut from full-service upper upscale properties to midscale, extended stay and economy enables Choice® to meet travelers' needs in more places and for more occasions while driving more value for franchise owners and shareholders. The award-winning Choice Privileges® loyalty program and co-brand credit card options provide members with a fast and easy way to earn reward nights and personalized perks. For more information, visit www.choicehotels.com. 

The ability to model Choice’s Cultural Values: Welcome and Respect Everyone, Be Bold, Be Quick, Listen, Be Curious and Show Integrity are key to our success in inspiring Loyalty, Growth, and the Hospitality Spirit.

Our managed hotels portfolio includes Radisson Blu, Radisson, Radisson Red, Park Plaza, and Country Inn & Suites by Radisson.

• Develops and implements strategies for front office, bell stand, parking, concierges, etc. that support achievement of the hotel’s goals

• Monitors status regularly and adjusts strategies as appropriate

Manages the operation of the front office and related areas

• Creates the first impression by supervising the door, bell stand, parking, concierge and front office areas

• Develops and implements processes and procedures for assigned departments which support achievement of service and financial goals

• Participates in the preparation of the annual budget; monitors achievement of budget and takes corrective steps as appropriate

• Prepares and analyzes reports in order to develop an informative database for decision making and to communicate upcoming business throughout the hotel

• Analyzes business forecasts and maximizes productivity by adjusting schedules accordingly

• Ensures front desk handles billing and cash in accordance with hotel’s standards

• Plans and coordinates hotel housing activities by working closely with Sales, Catering, Housekeeping and other departments

• Ensures front office is in compliance with all hotel policy and procedures

Develops and implements strategies and practices which support employee engagement

• Recruits and selects qualified candidates

• Provides employees with the orientation and training needed to understand expectations and perform job responsibilities

• Communicates performance expectations and provides employees with on-going feedback

• Provides employees with coaching and counseling as needed to achieve performance objectives and reach their fullest potential

Creates 100% guest satisfaction by providing the Radisson Blu experience through performance that demonstrates the standards of, genuine hospitality and exceeding guest expectations

• Gives personal attention, takes personal responsibility and uses teamwork when providing guest service

• Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems

• Provides Yes I Can! genuine hospitality and teamwork on an ongoing basis

• Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction

• Performs other duties required to provide the service brand behavior and genuine hospitality

Requirement/Skills

• Minimum one - three years experience front office experience

• Minimum one year upper upscale hotel experience

• High school diploma required, bachelor’s degree preferred

• Strong computer systems skills including; reservations and reporting systems

• Strong financial acumen

• Excellent communication skills, ability to influence situations

• Able to collaborate effectively with other hotel employees and managers to ensure teamwork

• Strong Microsoft Office suite and reporting system skills

• Ability to work a flexible schedule

Physical Demands

• Ability to stand for extended periods of time

• Ability to occasionally lift, carry, push or pull up to 50 pounds with assistance

• Good manual dexterity for the use of common office equipment

Other Information

The hotel business functions seven days a week, 24 hours a day. All associates must realize this fact and be aware that at all times it may be necessary to move associates from their accustomed shift and alter assigned duties as business dictates. In addition, this is a hospitality business, and a hospitable service atmosphere must be maintained at all times.

This position description is not intended to create, nor is it to be construed, as a contract of employment or a promise of employment. I understand that my employment is an “at-will” relationship and may be terminated by either party at any time, with or without notice.

We are an equal opportunity and affirmative action employer and make employment decisions without regard to age, race, religion, national origin, gender, sexual orientation, gender identity, disability, veteran status, genetic information, or other protected class. Our locations are drug-free and pre-employment drug tests are required. Background checks are also required before employment begins. We participate in E-Verify and those who are ineligible to work in the United States will not be considered.

The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor are they intended to be an all-inclusive list of the skills and abilities to do the job. Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time.

Ability to model Choice’s Cultural Values: Welcome and Respect Everyone, Be Bold, Be Quick, Listen, Be Curious and Show Integrity are key to our success in inspiring Loyalty, Growth, and the Hospitality Spirit.

Choice Hotels International is an equal opportunity employer and affirmative action employer. Employment practices and decisions are not influenced by an applicant’s race, color, religion, sex, national origin, age, sexual orientation, gender identity or express, disability veteran status, genetic information or any other characteristic protected by law.

In compliance with the Immigration Reform and Control Act of 1986, this offer of employment is conditional upon your presenting documents verifying your identity and legal authorization to work in the United States.  All offers of employment are conditional upon the satisfactory completion of a background check and E-Verify.