Director of Guest Services

We are seeking a Director of Guest Services to direct and supervise the operational activities of the guest services team to the appropriate levels of service and quality as defined by Loews Hotels. The Director of Guest Services willensurethe guest service team is exceeding expectations for telecom, front desk and concierge services as desired by the guest. Overall responsibilities include room type management, training, team relations, communication, cash handling, day to day supervision in partnership with the front office leadership.

Job Specifics

• Oversees the exceptionally friendly, professional and seamless reception, registration, rooming and account settlement for all hotel guests
• Ensures the satisfaction of all guest requests and the resolution of all complaints received by the Guest Services Team
• Oversees the development and updating of guest rooming procedures
• Oversees the development and management of repeat guest and VIP service programs
• Ensures adherence to all hotel cashier and credit policies
• Monitors cashier accuracy and over and short data, taking action and providing additional training as necessary
• Monitors hotel Credit Limit Report on a daily basis, ensuring timely payments on accounts
• Assists in establishing and ensuring adherence to all Loews Hotels Star Service Standards
• Evaluates changes in guest needs, the hotels guest mix, and industry and competitive trends to recommend appropriate product/service and operational changes to be made to ensure guest and employee satisfaction, and to maintain market dominance and exceptional financial returns
• Works closely with the VIP Services Manager to coordinate VIP arrivals/departures
• Interacts frequently with guests to ensure total satisfaction with hotel services
• Oversees recruiting and interviewing all Guest Services staff
• Provides training for all Guest Services employees
• Ensures adequate training of all Guest Services staff to take after-hours reservation calls
• Evaluates individual employee performance, determining improvement and training needs and advancement requirements
• Familiar with and able to troubleshoot problems with following systems: key encoding, call accounting, in-room movies, video checkout, electronic data capture, PMS interface control
• Reviews/maintains daily payroll reports/records, maintaining labor costs within forecasted budgetary guidelines
• Coordinates hotel participation in Loews First and other corporate marketing programs
• Monitors the occupancy status of all due-out rooms
• Maintains accurate records detailing hourly house counts
• Reviews Group Resumes and Billing Profile information, ensuring communication of all necessary information to Guest Services personnel
• Oversees the pre-blocking of rooms for VIPs and guests with special requests
• Works with Conference Managers and Sales Managers to satisfy all special group requests
• Pre-registers special guests and maintains up-to-date system status
• Oversees the provision of all appropriate information and collateral materials to package guests
• Ensures optimal communication and exchange of information with Concierge
• Ensures accurate communication of information to guests regarding all hotel facilities and operating hours
• Coordinates and oversees group remote check-ins
• Ensures the clean and excellent condition of front drive, lobby and Front Desk area
• Attends appropriate meetings and seminars
• Maintains inventories of office supplies
• Other duties as assigned

General

• Notifies appropriate individual promptly and fully of problems and/or unusual matters of significance
• Is polite, friendly, and helpful to guests, management and fellow employees
• Executes emergency procedures in accordance with hotel standards
• Complies with required safety regulations and procedures
• Attends appropriate hotel meetings and training sessions
• Maintains cleanliness and excellent condition of equipment and work area
• Complies with hotel standards, policies and rules
• Remains current with hotel information and changes
• Complies with hotel uniform and grooming standards

Qualifications

• A Bachelors degree in hospitality management and/or business is preferred but not required
• Minimum two to three years Front office or guest services management with at least one year leadership experience
• Extensive knowledge of all hotel departments
• Excellent and demonstrated communication skills: written and verbal
• Excellent guest service skills
• Strong leadership skills
• Knowledge of computer programs used in property management
• Ability to work weekends, evenings, holidays as necessary, required
• Experience with hotel property management systems; Opera preferred