Director of Guest Services

Director of Guest Services

Albany NY

Job Summary:The Director of Guest Servicesis responsible for ensuring the operation of the Front Officeand Uniformed Services in an attentive friendly efficient and courteous manner providing all guests with quality service prior to and throughout their stay while maximizing room revenue and occupancy.

Duties & Functions

Primary:

• Approach all encounters with guests and employees in an attentive friendly courteous and serviceoriented manner.
• Maintain regular attendance in compliance with Hilton standards as required by scheduling which will vary according to the hotels needs.
• Maintain high standards of personal appearance and grooming which include wearing the proper uniform and name tag when working.
• Always comply with Hilton standards and regulations to encourage safe and efficient hotel operations.
• Respond attentively courteously and efficiently to all guests requests problems complaints and/or accidents presented at the Front Desk or through reservations comment cards letters and/or phone calls. Follow up to ensure guest satisfaction.
• Motivate coach counsel and discipline all Guest Services personnel according to AFP Management SOPs. Ensure compliance to Embassy Suites by Hilton Standard training using the steps to effective training according to Hilton standards.
• Prepare and conduct all Guest Services interviews and follow hiring procedures according to AFP Management SOP.
• Develop employee morale and ensure training of Guest Services signoff on all Job Skills for Guest Service Staff.
• Maximize room revenue and occupancy by reviewing the status daily. Analyze rate variance monitor credit reports and maintain close observation of daily house count. Monitor the selling status of the house daily i.e. flash report allowances etc.
• Participate in the required M.O.D. program as scheduled.
• Review Guest Services staffs worked hours for payroll compilation and submit to HR on a timely basis.
• Prepare employee Schedules according to business forecasts payroll budget guidelines and productivity requirements.
• Ensure that noshow revenue is maximized through consistent and accurate billing
• Maintain AFP Management SOPs regarding purchase orders vouchering invoices and checkbook accounting.
• Work closely with accounting on followup items i.e. returned checks rejected credit cards employee discrepancies etc.
• Operate all Front Office computer system aspects including software maintenance report generation and analysis and simple programming.
• Assist in the preparation of revenue and occupancy forecasting.
• Maintain lobby and front desk presence during peak times and as needed.
• Manage and organize large tum days (including group checkins or checkouts).
• Monitor and support the corporate Guest Recognition Program.
• Know the hotels rate tower and rate quoting standards.
• Understand and implement room merchandising restrictions.
• Maintain safety deposit boxes according to AFP Management SOP.
• Monitor outoforder outofservice discrepant and showrooms.
• Manage sellout opportunities review arrivals report checks on rooms inventory and control guest relocation according to the Hotels SOP.
• Block special requests as needed such as VIPs special needs rooms connecting etc.
• Ensure correct and accurate cash handling at the Front Desk.
• Follow and enforce all AFP Management hotel credit policies.
• Be familiar with all corporatesponsored programs such as airline mileage Upgrades or V.I.P. programs and the standards and procedures for each. Ensure that staff is knowledgeable in understanding and implementing corporate programs.
• Establish and maintain a key control system.
• Focus the Guest Services Department on their role in contributing to the SALT
• Monitor all V.I.P.s special guests and requests.
• Maintain required pars of all front office and stationery supplies.
• Review daily Front Office work and activity reports generated by Night Audit.
• Review the Front Office logbook and Guest Request log daily.
• Maintain an organized and comprehensive filing system with documentation of purchases vouchering schedules forecasts reports and tracking logs.
• Attend meetings/training as required by management.
• Perform other duties as requested by management.

Education & Experience:

• At least 4 years of progressive experience in a hotel or related field
• 24year college degree and at least 1 year of related experience; or a 2year college degree and 2 or more years of related experience.
• Supervisory experience is required.
• Must be proficient in Windows Word Excel Delphi OnQ Preferred
• Must have a valid drivers license from the applicable state.

Physical Requirements:

• Long hours are sometimes required.
• Light work involves exerting up to 20 pounds of force occasionally and/or up to 10 pounds of force frequently or constantly to lift carry push pullor otherwise move objects.
• Ability to stand during the entire shift.

Mental Requirements:

• Must be able to convey information and ideas.
• Must evaluate and select alternative courses of action quickly and accurately.
• Must routinely meet deadlines.
• Must be able to multitask
• Must be effective in handling problems in the workplace including anticipating preventing identifying and solving problems as necessary.
• The ability to assimilate complex information data etc. from disparate sources and consider adjust or modify it to meet the constraints of the need is essential.
• Must be effective at listening to understanding and clarifying the concerns and issues raised by coworkers and guests.
• Must be able to work with and understand financial information and data as well as basic arithmetic functions.

Were anequalopportunity employer. All applicants will be considered for employment without attention to race color religion sex sexual orientation gender identity national origin veteran or disability status.

EEOC and

In accordance with New York States Pay Transparency Law (New York State Labor Law Section 194b) which requires private employers with four 4 or more employees to include a range of pay for all advertised jobs promotion or transfer opportunities. This position pays $65000$75000 annually based on experience.