About the position
Be the architect of unparalleled hospitality experiences, overseeing a dedicated team to ensure every guest feels not just welcomed, but truly at home from arrival to departure. Manage the day-to-day operations of the guest services department, ensuring a seamless and welcoming experience for guests through efficient coordination of tasks, staff, and resources. Lead, train, and motivate guest services staff, providing guidance on service standards, communication skills, and conflict resolution to maintain a high level of professionalism and guest satisfaction. Act as a point of contact for guests, addressing inquiries, concerns, and special requests promptly, and ensuring a personalized and positive experience throughout their stay. Foster effective communication and collaboration with other hotel departments, such as housekeeping, reservations, and maintenance, to ensure a seamless and integrated approach to guest services and overall hospitality. Collect and analyze guest feedback, reviews, and surveys, using this information to identify areas for improvement, implement changes, and contribute to enhancing overall guest satisfaction.
Responsibilities
- Oversee the guest services department to ensure a welcoming experience for guests.
- Manage day-to-day operations and coordinate tasks, staff, and resources.
- Lead, train, and motivate guest services staff on service standards and communication.
- Act as a point of contact for guests, addressing inquiries and special requests.
- Foster communication and collaboration with other hotel departments.
- Collect and analyze guest feedback to identify areas for improvement.
Requirements
- Substantial experience in guest-facing roles within the hospitality industry.
- Proven track record of providing exceptional guest service.
- Previous experience in a supervisory or leadership role.
- Strong communication and interpersonal skills.
- Exceptional problem-solving skills and ability to make decisions quickly.
