Director of Guest Services

HHM Hospitality; Port Everglades (FL); On-site; USD 85,000 - 120,000; Full time

Job summary

HHM Hotels in Port Everglades seeks a Director of Guest Service to lead the front office with a focus on flawless arrivals, departures, and personalized guest experiences. You will manage staff, uphold budget controls, and ensure service standards across the department.

The role requires 5–10 years in hotel operations with at least 3 years in a director capacity, plus a strong emphasis on guest satisfaction and team leadership.

Qualifications

• Bachelor’s or Associate degree preferred.
• 5–10 years in similar hotel roles, with at least 3 years in a director position.
• Strong leadership and guest-service orientation.

Responsibilities

• Interview, select, train, schedule, coach, and support associates to meet brand standards and HHM core values.
• Supervise managers and lead the front office to achieve hotel objectives.
• Monitor guest satisfaction scores and coach staff to improve service quality.
• Manage staffing levels in line with budget and occupancy forecasts.
• Review guest communications and incident logs; direct staff on service recovery.
• Ensure front office transactions comply with accounting controls.
• Lead daily pre-shift meetings and participate in budget discussions and capital planning.
• Support EarthView sustainability initiatives and adhere to safety standards.

Skills

Front office leadership

Staff coaching

Budgeting

Guest satisfaction

Education

Bachelor’s degree

Associate degree

Job description

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.