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Director of Guest Services

at HCareers

Posted: 11/9/2020
Job Reference #: 9447_1546430
Keywords: manager

Job Description

Director of Guest Services

Competitive + Benefits

The Valley Hotel, Homewood 35209

We are a global hospitality management company who partner with internationally renowned brands to deliver the full commercial potential of our hotels. Here in the US, we operate 18 properties and have ambitious development and growth plans.

Our mission is to go beyond 'hospitality' by creating memorable experiences and lasting connections with our guests.

It's our uncompromising passion for outstanding service that makes us who we are. At the core of this philosophy is our people.

Our culture runs on passion, enthusiasm and fun " we love what we do!
We set the bar high and we are relentless in our pursuit to 're-define hospitality'.

Benefits Package

    -Competitive Salary
    -Team Member Hotel Discount Program
    -Uniforms Provided
    -One meal provided per shift
    -Benefits " Health, Dental, Vision, Life Insurance, and other supplemental options
    -Paid PTO beginning after ninety (90) days of employment
    -401K after six (6) months of employment with employer matching
    -Team Member Awards and Recognition programs throughout the year
    -Food and Beverage Discounts
    -Tuition Reimbursement


POSITION PROFILE:

Provide leadership that engages the service team to enhance the guest experience, ensure customer loyalty, and guarantee satisfaction.

ESSENTIAL JOB FUNCTION:

    -Resolve and react to guest complaints, needs or concerns and ensure all guests receive appropriate responses in a timely and professional manner, anticipate potential problems by reviewing and monitoring complaints logs and records, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality.
    -Have accurate and complete guest assistance information available regarding events taking place in town, restaurants, athletic events, etc. Determine the requirements for, and monitor special groups, guest and all VIPs.
    -Keep accurate logs, analyze statistics and prepare reports and communications for Department Leaders on guest incidents, hospitality audits/service excellence standards, management roster, emergency procedures, staffing issues, potential safety hazards, and other pertinent information regarding department operations.
    -Follow up regularly with Department Leaders regarding the Guest Response process and the performance of their department responsibilities along with the department's function.
    -Communicate daily with manager and evening management to assure consistency and pass-on of pertinent information. Ensure support areas are functioning correctly and communicate to staff.
    -Prepares associate schedules and implements training and procedures to ensure a seamless and enhanced guest arrival and departure experience.
    -Prepares and/or contributes to the budget process. Ensures labor and direct expenses are met based on forecast/budget guidelines established.
    -Provides continuous coaching to associates and leadership to ensure success.
    -Ability to rally and redirect a team to find creative solutions to guest challenges.
    -Communicate to both, guests and fellow associates, professionally and positively.

DESIRED SKILLS AND QUALIFICATIONS:

Education: Two to four-year college degree or equivalent education/experience.
Experience: A minimum of three years' experience in a related or management position. Hotel experience preferred.
Skills and Abilities: Ability to perform critical analysis and manage wide-range of information. Have strong diplomacy and communication skills, with the ability to build effective relationships with managers, team members and guests. Possess strong leadership skills with the ability to hire, train, coach, guide, reward and develop staff; with emphasis on continuous improvement in guest service quality. Possess exceptional organizational skills, including effective task delegation, time management and the ability to manage multiple priorities in a fast- paced environment. Excellent oral, written and presentation skills sufficient to produce successful communication that properly reflect the Foundation Image. Listen effectively.

A full service boutique hotel consisting of 129 rooms, restaurant, terrace bar, and 4,000 square feet of event space.

Please visit http://www.valorhospitality.com to learn more about our existing hotels, other exciting job opportunities and our company.

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!