Director of Guest Services

DUTIES AND RESPONSIBILITIES

• MANAGE THE DAILY GUEST SERVICES OPERATIONS: CONCIERGE BELL SERVICE DOOR SERVICE PARKING VALET NIGHT RUNNERS

• Leading the direction and supervision of all Guest Services duties are performed and maintained in accordance with the hotels standards and in line with hotels strategic plan
• Manpower planning recruitment training deployment
• Liaison between Front Office departments and rest of hotel for effective guest experience
• Develop implement evaluate review and conduct training and audits in accordance with the hotels overall training and development plan

• MANAGEMENT AND LEADERSHIP OF THE GUEST SERVICES TEAM
  • Handles capital and asset planning requisition
  • Responsible for budgeting planning and forecasting of yearly and monthly revenue and expenditure for areas of responsibility
  • Identify equipment and supplies needs and negotiate with vendors for the best quality at competitive pricing
  • Responsible for issuing monitoring and negotiating all contracts agreements and billings involving the departments areas of responsibility
  • Responsible for developing implementing evaluating reviewing and conducting training & CCTV audits in accordance with the hotels overall training and service development plan
  • Prepare review and revisit procedures and training manuals for all levels of colleagues and to be in line with the hotels operating standards
  • Conduct performance reviews coaching counseling and disciplining sessions with colleagues
  • Handles Guest Services inventory control system
  • Ensure that safety health and security policies and procedures are adhered to in areas of responsibility
  • Coordinate and conduct bimonthly department concierge and officers meetings to update colleagues on hotels objectives performance and goals
  • Coordinate conduct and attend all other necessary meetings as and when required

• INVOLVEMENT IN A WIDER JOB FUNCTION
  • Presence in the driveway and lobby area at critical guest flow time
  • Ensure lobby and driveway are well managed in accordance to activities and traffic patterns
  • Investigate on service failures followed by service recovery and corrective actions to prevent future occurrence
  • Recommend justify coordinate and implement hotel projects in relation to process improvements
  • Use Quality Management systems to monitor and improve speed of response time and review progress
  • Review and analyze trend in guests needs and recommend operational changes if needed to improve guest satisfaction and colleagues productivity
  • Develop departmental Reward & Recognition programme to recognize individuals and teams for exemplary behavior and outstanding achievements in department

• INVOLVEMENT AS A MEMBER OF THE HOTEL LEADERSHIP TEAM
  • Ensure cleanliness and appearance of lobby and related areas
  • Handson knowledge of computer hardware and software to manage systems and generate reports presentations and correspondence
  • Capable of planning defining coordination and managing a service delivery system utilizing human resources tools data and service standards
  • Interface the needs/requirements of other departments with: Housekeeping Engineering F&B service Security Finance T&C
  • Knowledge of Operations of group/convention activities and manpower planning
  • Knowledge of Quality Management systems
  • Knowledge of financial planning and budgeting
  • Provide a level of safety & security for arrival & departure of guests/visitors

Qualifications :

• Tertiary education or higher with equivalent and hotel related experienc
• Minimum 5 years experience in a mnagerial position in service industry preferably in Guest Services and/or Front Office
• English Language with knowledge of second language preferred
• Knowledge of Opera system and other related subsystems interfaced to the PABX and/or the hotels computer system
• Knowledge of Quality Management processes
• Ability to plan lead motivate and control
• Dynamic analytical and detailedoriented problem solving and counseling skills
• Responsive to continuous challenges and improvements and open to making changes to achieve targeted results
• Build partnerships with other departments to ensure that internal and external customers needs are satisfied promptly. Possesses leadership qualities
• Ability to motivate and direct colleagues to proactively meet and exceed guest expectations
• Focused in colleagues training and development human resource and performance management
• Leadership qualities to motivate and direct colleagues to proactively meet and exceed guest satisfaction

Additional Information :

Our commitment to Diversity & Inclusion:

We are an inclusive company and what we really hope to achieve is to attract recruit and promote diverse talent.

Why work for Accor

We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day making sure that work brings purpose to your life so that during your journey with us you can continue to explore Accors limitless possibilities.

By joining Accor every chapter of your story is yours to write and together we can imagine tomorrows hospitality. Discover the life that awaits you at Accor visit what you love care for the world dare to challenge the status quo! #BELIMITLESS

If you feel you are ready for your next professional challenge apply on: Work :

No

Employment Type :

Fulltime