Director of Guest Services - Westin San Francisco Airport

Director of Guest Services

The front office is a fun, yet challenging role within the hotel, often the first and last point of contact within the hotel,the front deskhas a huge impact on the overall guest experience. Because of the visibility of this role within the hotel, most guests will contact the front desk to resolve any questions or concerns they may have. TheDirector of Guest Servicesneeds to think quickly on their feet and be able to handle a multitude of situations that may arise. A "can-do" attitude is a necessity for this role. TheDirector of Guest Servicesmust be able to multi-task and prioritize to ensure guest satisfaction; all with a positive, professional demeanor.

Additionally,theDirector of Guest Servicesis responsible foroverseeingGuest Service Managers, Guest Service Agents (Front Desk),Service Express Agents, Service Express Attendants,and the Door Attendants.This role includes scheduling, training, running pre-shift meetings,managing room inventory, communicating requests to other departments, making reservations, entering group room blocks and other duties as assigned. It will also oversee the department budget, payroll, associate counseling/disciplinary action and performance evaluations.

Participates in the development and implementation of strategies for overall Services, specifically Front Office, Service Express and Guest Services that support achievement of the hotels goals.

• Develops and implements tools to increase associate satisfaction, as measured by the Associate Opinion Survey.
• Participates in the preparation of the annual budget; monitors achievement of budget and takes corrective steps as appropriate.
• Ensures seamless transition during shift changes by developing and implementing processes for shifts to communicate with one another.

To manage assigned shifts for theFrontOffice, Service Express and Doorand by running the day-to-day operations. Creates the first impression by supervising the door,Service Expressand front office areas.

Manages the operation of the Front Office and all Guest Services:

• Works with all hotel staff to achieve the goals set for Customer Satisfaction scores.
• Processes all guest complaints, and monitors guest satisfaction levels.
• Ensures the Front Office Checklists are completed daily.
• Controls room allowances. This includes allowances for service deficiencies and hotel staff procedural errors.
• Uses checkbook accounting to ensure that the Rooms Division profit is in line with budget and revenues.
• Prepares and evaluates schedules using pre determined productivity guidelines. Analyzes business forecasts and schedules accordingly. Flexes this schedule as necessary, but maintains focus on department profit and overall productivity.
• Plans and coordinates hotel housing activities by working closely with Sales, Catering, Housekeeping and Engineering departments.
• Prepares and analyzes reports in order to develop an informative database for decision making and to communicate upcoming business throughout the hotel
• Prioritizes and assigns work
• Provides employees with the information needed to perform their job effectively.
• Ensures that the front office staff consistently and effectively obtains comments from guests.

Understands and adheres toBrand Standards of Service and Operation as they apply to the Front Office and high-level customer service interactions.Ensures hotel is compliant with all brand standards as well as Waterton standard operating procedures.

• Ensures front office staff is using the tools available to them in order to ensure the financial integrity of the hotel. This includes following credit procedures and credit checks.
• Ensures that the front office handles billing and cash in accordance with the hotels cash handling/bank policies.
• Ensures that the front office staff understands the guest loyalty program andbenefits of the program; including how to enroll guests, ensure credits are processed, and process in-hotel redemptions or redeem points.
• Ensure that the front office staff understands the importance of recognizingloyalty programmembers; and benefits associated with the various levels.

Develops and implements strategies and practices which support employee engagement.

• Uses the established training programs in the hotel. Modifies these programs, as necessary. This includes new hire training materials as well as the training calendar for continuing associates.
• Holds Monthly DepartmentalMeetings for Guest Service, PBX Agents, Van/Bell, Club Lounge.
• Orients employees to the department and hotel and provides on-the-job training on job responsibilities.
• Provides feedback, coaching & counselingto the employee on performance of job responsibilities.
• Uses the Performance Mangement process including annual performance reviews, goal setting and succession planning to continue associate engagement & development.

• Minimum ofthree-five years experience supervising/managing preferably in a hotel environment
• Previous experience managing numerous staff members, in various departments is required, preferably in a hotel environment.
• College degree required, or equivalent work experience.
• Must be able to speak, read, write and understand the primary language(s) used in the workplace.
• Requires excellent communication skills, both verbal and written.
• Most tasks are performed in a team environment with the employee acting as a team leader, must be able to work withminimal direct supervision.
• Must possess basic computational ability and moderate computer skills including Outlook, Excel andWord.
• Knowledge of computer accounting programs, math skills as well as budgetary analysis capabilities required.
• Must be able to sit at a desk for up to 4 hours per day. Walking and standing are required the rest of the working day. Length of time of these tasks may vary from day to day and task to task.
• Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis.
• Must be able to lift up to 15 lbs. occasionally.
• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.
• Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates.
• Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
• Requires manual dexterity to use and operate all necessary equipment.