Guest Experience Director

HHM Hospitality; Philadelphia (Philadelphia County); On-site; USD 90,000 - 130,000; Full time

Job summary

HHM Hospitality is seeking a Director of Guest Service to lead the front office team and deliver flawless arrival, departure and personalized guest experiences. You will ensure operations stay within budget and uphold brand service standards.

You will mentor managers, optimize staffing, monitor guest satisfaction scores, and participate in budget planning and capital projects while promoting sustainability initiatives.

Qualifications

• Interview, select, train, schedule, coach associates per brand standards.
• Monitor guest satisfaction scores and drive improvements in service recovery.
• Manage staffing levels to align with hotel budget and occupancy forecasts.
• Maintain compliance with accounting controls and guest transaction procedures.

Responsibilities

• Interview, select, train and coach front office staff to standards and HHM values.
• Supervise managers and guide front office to meet performance objectives.

Skills

Staff leadership

Guest service

Budget awareness

Staff scheduling

Education

Associate or Bachelor’s degree

Job description

HHM Hospitality is seeking a Director of Guest Service to lead the front office team and deliver flawless arrival, departure and personalized guest experiences. You will ensure operations stay within budget and uphold brand service standards.

You will mentor managers, optimize staffing, monitor guest satisfaction scores, and participate in budget planning and capital projects while promoting sustainability initiatives.