Director of Guest Services
Company: Amara Resort and Spa
Posted on: July 29, 2022
This position is based in Sedona, Arizona. Relocation assistance
The Director of Guest Services is responsible for overseeing Guest
Services and Valet/Bell Attendants to ensure customer satisfaction,
quality service and compliance with company policies and procedures
while meeting/exceeding financial goals. In this role, the Director
of Guest Services is responsible for providing excellent service
oversight to our guests while maximizing room revenue and
productivity and developing Managers and team members in these
departments as the Front Office Department Head. Any guest or team
member issues will involve their direction.
--- Approach all encounters with guests and team members in an
attentive, friendly, courteous and service-oriented manner.
--- Comply with all safety standards to encourage safe and
efficient hotel operations.
--- Responsible for all incentive paid outs for the Front Office
department including upsells, concierge commissions, bell attendant
--- Liaise with Assistant General Manager and General Manager on
all issues/feedback raised in internal and external reports as it
pertains to guest satisfaction.
--- Respond to all guest requests, problems, complaints and/or
accidents arising in person or through reservations, comment cards,
letters and/or phone calls, in an attentive, courteous and
efficient manner. Follow up to ensure guest satisfaction.
--- Motivate, coach and counsel all front office team members
according to hotel standards.
--- Prepare and conduct all front office interviews and follow
--- Develop team members and ensure training of front office team
--- Maintain a professional working relationship and promote open
lines of communication with managers, team members and other
--- Monitor oversold dates to ensure the maximization of rooms
--- Maximize room revenue and occupancy by reviewing status daily.
Analyze rate variance, monitor credit report and maintain close
observation of daily house count. Monitor selling status of house
daily, i.e. flash report, allowances, etc.
--- Attend weekly Rooms, Operations, BEOs, Resume, and Leaders
--- Monitor expenses to ensure expense control and maximize profit,
using checkbook accounting as a control mechanism.
--- Monitor and ensure compliance with SOP's in Rooms and Loss
--- Conduct walk-throughs of public areas and guestrooms to ensure
that cleanliness and maintenance standards are met.
--- Coordinate major projects such as renovations, capital
expenditures, equipment change-overs, etc.
--- Complete performance reviews for front office team members and
ensure that managers are in compliance with the standards in their
administration of performance reviews to their team members.
--- Monitor labor expenses through schedule approval process and
ensure budgeted productivity.
--- Prepare and coach front office team members for succession
through development of their need areas.
--- Work closely with Rooms Division including Housekeeping,
Engineering, Security, and Valet to ensure efficient and effective
operations and to continuously improve service.
--- At least 4 years of progressive front office operations
experience and 3 years in a managerial role
--- A 4-year college degree preferred; or a 2-year college degree
and 6 or more years of related experience.
--- Must be proficient with OPERA PMS
Equal Opportunity Employer Minorities/Women/Protected
Keywords: Amara Resort and Spa, Gardena , Director of Guest Services, Executive , Gardena, California
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