Assistant Director, Guest Relations: Elevate Experience

Dorchester Collection; Los Angeles (CA); On-site; USD 90,000 - 95,000; Full time

Benefits offered by this job

Medical/Dental/Vision

401k Fidelity

Sick Time

Hotel Employee Benefits

Job summary

Dorchester Collection in Los Angeles seeks an Assistant Director of Guest Relations to lead guest services across departments, ensuring seamless experiences and operating procedures rooted in guest centricity. You will oversee training, partnerships with local suppliers, and daily guest recognition meetings, while driving KPIs and staff development to create lifelong memories for our guests.

Join a team that values excellence, inclusion, and hospitality, with comprehensive benefits and

Qualifications

• 5+ years of hotel experience in a guest facing leadership role.
• Ability to lead a complex team in the California labor market.
• Strong communication and customer service focus.

Responsibilities

• Leads guest relations coordinators, researchers, taskmasters, hosts and concierge teams and departmental leaders.
• Manages the teams to the KPIs, ensuring quality of data and building our institutional knowledge.
• Enables concierge to build relationship with key local partners.
• Uses training tools for employees; supervises training initiatives and conducts training when appropriate.
• Ensures employees have the proper supplies and uniforms.
• Creation and facilitation of human capital needs and performance management.
• Improves service by communicating and assisting employees to understand guest needs.
• Owns guests requests and promises.
• Leads the daily guest recognition meeting and coordinates the orchestra for execution.
• Maximizes the utilization of room inventory
• Manages divisional expenses.

Skills

Leadership

Communication

Customer service

Team management

Guest relations

Education

5+ years in hotel guest-facing leadership

Job description

Dorchester Collection in Los Angeles seeks an Assistant Director of Guest Relations to lead guest services across departments, ensuring seamless experiences and operating procedures rooted in guest centricity. You will oversee training, partnerships with local suppliers, and daily guest recognition meetings, while driving KPIs and staff development to create lifelong memories for our guests.

Join a team that values excellence, inclusion, and hospitality, with comprehensive benefits and