Director of Guest Services

RC HOTELS (PTE.) LTD.; Glasgow; On-site; GBP 45,000 - 60,000; Full time

Job summary

A leading hotel in Glasgow seeks a Director of Guest Services to oversee daily operations of concierge, bell service, and more. This role involves managing a team, ensuring guest satisfaction, and driving service quality. The ideal candidate should possess robust managerial experience in the service industry and strong leadership qualities to foster team development and engagement.

Qualifications

• Minimum 5 years experience in a managerial position in service industry.
• Knowledge of Opera system and related sub-systems.
• Dynamic, analytical, and detailed-oriented.

Responsibilities

• Manage daily guest services operations and team.
• Develop and conduct training programs.
• Prepare and review departmental budgets.

Skills

Leadership

Problem Solving

Communication

Analytical

Education

Tertiary education or higher

Job description

Director of Guest Services

DUTIES AND RESPONSIBILITIES

MANAGE THE DAILY GUEST SERVICES OPERATIONS: CONCIERGE, BELL SERVICE, DOOR SERVICE, PARKING VALET, NIGHT RUNNERS

• Leading the direction and supervision of all Guest Services duties are performed and maintained in accordance with the hotel’s standards and in line with hotels’ strategic plan
• Manpower planning, recruitment, training, deployment
• Liaison between Front Office departments and rest of hotel for effective guest experience
• Develop, implement, evaluate, review and conduct training and audits in accordance with the hotels’ overall training and development plan

MANAGEMENT AND LEADERSHIP OF THE GUEST SERVICES TEAM

• Handles capital and asset planning, requisition
• Responsible for budgeting, planning and forecasting of yearly and monthly revenue and expenditure for areas of responsibility
• Identify equipment and supplies needs and negotiate with vendors for the best quality at competitive pricing
• Responsible for issuing, monitoring and negotiating all contracts, agreements and billings involving the department’s areas of responsibility
• Responsible for developing, implementing, evaluating, reviewing and conducting training & CCTV audits in accordance with the hotels’ overall training and service development plan
• Prepare, review and revisit procedures and training manuals for all levels of colleagues and to be in line with the hotels ‘operating standards
• Conduct performance reviews, coaching, counseling and disciplining sessions with colleagues
• Handles Guest Services inventory control system
• Ensure that safety, health and security policies and procedures are adhered to in areas of responsibility
• Coordinate and conduct bi-monthly department, concierge and officers’ meetings to update colleagues on hotels’ objectives, performance and goals
• Coordinate, conduct and attend all other necessary meetings as and when required

INVOLVEMENT IN A WIDER JOB FUNCTION

• Presence in the driveway and lobby area at critical guest flow time
• Ensure lobby and driveway are well managed in accordance to activities and traffic patterns
• Investigate on service failures followed by service recovery and corrective actions to prevent future occurrence
• Recommend, justify, coordinate and implement hotel projects in relation to process improvements
• Use Quality Management systems to monitor and improve speed of response time and review progress
• Review and analyze trend in guests’ needs and recommend operational changes, if needed to improve guest satisfaction and colleagues productivity
• Develop departmental Reward & Recognition programme to recognize individuals and teams for exemplary behavior and outstanding achievements in department

INVOLVEMENT AS A MEMBER OF THE HOTEL LEADERSHIP TEAM

• Ensure cleanliness and appearance of lobby and related areas
• Hands-on knowledge of computer hardware and software to manage systems and generate reports, presentations and correspondence
• Capable of planning, defining, co-ordination and managing a service delivery system utilizing human resources, tools, data and service standards
• Interface the needs/requirements of other departments with: Housekeeping, Engineering, F&B service, Security, Finance, T&C
• Knowledge of Operations of group/convention activities and manpower planning
• Knowledge of Quality Management systems
• Knowledge of financial planning and budgeting
• Provide a level of safety & security for arrival & departure of guests/visitors

Job Requirements

• Tertiary education or higher with equivalent and hotel related experience
• Minimum 5 years experience in a managerial position in service industry preferably in Guest Services and/or Front Office
• English Language with knowledge of 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, problem solving and counseling skills
• Responsive to continuous challenges and improvements and open to making changes to achieve targeted results
• Build partnerships with other departments to ensure that internal and external customers’ needs are satisfied promptly. Possesses leadership qualities
• Ability to motivate and direct colleagues to proactively meet and exceed guest expectations
• Focused in colleagues training and development, human resource and performance management
• Leadership qualities to motivate and direct colleagues to proactively meet and exceed guest satisfaction