Director of Guest Service & Quality

Hersha Hospitality Management LP•Philadelphia, PA

13d

About The Position

The Director of Guest Service & Quality will strategically manage and maintain customer service and brand service standards across a diverse portfolio of hotels consisting of select service, full service and independent properties. Developing strategies around each brand to improve portfolio scores.

Requirements

Bachelor’s degree in a related field.
Experience in a quality or guest service role in the hospitality sector.
Extensive experience with GSS measurements and reporting tools.
Hotel operational experience.
Travel to hotels to provide assistance in training

Responsibilities

Train, coach and support property leaders and associates, ensuring they perform in accordance with established brand or hotel standards and consistent with HHM core values.
Monitor GSS results companywide and create Monthly and quarterly reports.
Conduct weekly Guest Satisfaction Scores (GSS) calls to drive guest service culture at all levels including property appearance, guest satisfaction, associate performance and commitment to customers.
Attend brand training updates for customer service and interpret brand data.
Monitor brand service standard changes and ensure changes are implemented by hotel operations teams.
Assist with, conduct and or ensure brand guest service training is routinely conducted by certified in house brand trainers.
Assist in developing property specific GSS action improvement plans.
Support Regional Vice Presidents and General Managers in developing and implementing their plan.
Audit Hotels on GSS and Brand operating standards.
Develop and assist GMs with GSS incentive plans.
Conduct individual one on one associate service training as needed.
Monitor TripAdvisor, Expedia and Booking.com rankings and report out Monthly/Quarterly
Perform other duties as requested by management.