Director of Guest Services

Renaissance Fort Lauderdale Marina Hotel; Fort Lauderdale (FL); Sur place; USD 85 000 - 120 000; Plein temps

Résumé du poste

Renaissance Fort Lauderdale Marina Hotel is seeking a Director of Guest Service to lead and inspire the front office team, delivering personalized arrival and departure experiences while aligning with budget and service standards. The role oversees staffing, training, and operational controls to ensure flawless guest service.

The ideal candidate will have 5–10 years in a hotel setting, with at least 3 years in a director role, a Bachelor's degree, and a track record of achieving high guest

Qualifications

• Experience leading front office teams and driving guest satisfaction.
• Strong budgeting and staffing optimization skills.
• Ability to coach managers to meet brand standards and service goals.

Responsabilités

• Lead and supervise front office managers and staff to meet service standards.
• Monitor guest satisfaction scores and drive improvements.

Connaissances

Staff management

Budgeting

Guest service

Front office

Leadership

Formation

Bachelor's degree

Description du poste

Overview

Opportunity: Director of Guest Service

Lead and inspire the front office staff in creating flawless and personalized arrival, departure and other experiences for guests, while ensuring the department operates within the scope of the budget and well-defined service standards.

Potential Career Path

Assistant General Manager - General Manager - Area General Manager

Essential Job Functions

• Interview, select, train, schedule, coach, and support associates, ensuring they perform in accordance with established brand or hotel standards and consistent with HHM core values.
• Supervise assigned managers and provide guidance and leadership as needed to achieve the hotel's performance objectives as it relates to the front office.
• Constantly monitor and communicate guest satisfaction scores to front office service professionals in an effort to achieve the highest guest satisfaction scores possible, correcting deficiencies while celebrating successes.
• Meticulously manage staffing levels in accordance with hotel budget and occupancy forecast, flexing schedules to obtain the right balance between guest satisfaction and efficient use of labor dollars.
• Review correspondence from guests and incident logs and direct staff to respond appropriately particularly as it relates to service recovery.
• Ensure front office staff complies with accounting controls and procedures when conducting guest transactions.
• Host daily manager pre-shift meetings to ensure the team is aligned around the day's guest needs in terms of arrivals, departures or group needs.
• Actively participate in meetings related to budget, operations, associate relations, etc.
• As requested, assist with the development and administration of the annual budget.
• Review, submit for approval, and order capital budget items.
• Follow sustainability guidelines and practices related to HHM's EarthView program.
• Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards.
• Perform other duties as requested by management.

Position Requirements

• Associate or Bachelor's degree preferred.
• 5 to 10 years' experience in similar type hotel, with a minimum of 3 years director level experience.

Work Environment and Context

• Work schedule varies and may include working on holidays and weekends.
• Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending and reaching, stooping, kneeling, or crouching.

What We Believe

People Are Our Capability - Hearts That Serve - Only Excellence - Stay Nimble - Own It

About Us

HHM Hotels is proud to be an equal-opportunity employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status, or any other group protected by law.