Job description
The Role
We are seeking a Director of Guest Services to lead and manage the smooth operations of a 24-hour consolidated and multi-tasked Guest Services operating department in a leading 5-star international hotel. The ideal candidate will be responsible for managing the daily guest services operations, leading the guest services team, involvement in a wider job function, and being an integral member of the hotel leadership team.
Responsibilities
Manage the daily guest services operations including concierge, bell service, door service, parking valet, and night runners
Lead and supervise all guest services duties in accordance with the hotel’s standards and strategic plan
Handle capital and asset planning, budgeting, planning, and forecasting of revenue and expenditure
Develop, implement, evaluate, review, and conduct training and audits
Ensure safety, health, and security policies and procedures are adhered to
Investigate service failures, recommend operational changes, and develop departmental reward and recognition programs
Ensure cleanliness and appearance of lobby and related areas
Interface the needs/requirements of other departments with housekeeping, engineering, F&B service, security, finance, and T&C
Provide a level of safety & security for arrival & departure of guests/visitors
Day-to-day
Presence in the driveway and lobby area at critical guest flow time
Investigate on service failures followed by service recovery and corrective actions
Coordinate and conduct bi-monthly department, concierge, and officers’ meetings
Ensure lobby and driveway are well managed in accordance to activities and traffic patterns
Hands-on knowledge of computer hardware and software to manage systems and generate reports, presentations, and correspondence
The Person
Tertiary education or higher with equivalent and hotel-related experience
Minimum 5 years experience in a managerial position in the service industry, preferably in guest services and/or front office
English language proficiency with knowledge of a second language preferred
Knowledge of Opera system and other related sub-systems interfaced to the PABX and/or the hotel’s computer system
Knowledge of quality management processes
Ability to plan, lead, motivate, and control
Dynamic, analytical, and detailed-oriented with problem-solving and counseling skills
Responsive to continuous challenges and improvements and open to making changes to achieve targeted results
Leadership qualities to motivate and direct colleagues to proactively meet and exceed guest satisfaction
Les Clefs d'Or Keys preferred
Benefits
Competitive salary
Health and wellness benefits
Opportunities for professional development and growth
Dynamic and inclusive work environment
Employee discounts and perks
