Director of Guest Services

Sonesta Los Angeles Airport, CA•Los Angeles, CA

1d•$81,000 - $90,000

About The Position

The director of guest services manages the daily operations of the Front Desk staff, bell staff and reservations. The role’s primary responsibilities are to provide leadership, drive results, promote and implement property-wide strategies that will increase guest satisfaction, reduce employee turnover, maintain revenue and payroll budgets, and meet or exceed productivity goals.

Requirements

High school graduate, some college or equivalent.
Supervisory experience required.
Must have a minimum of 2 years’ experience as a Front Desk Manager.
Excellent communication abilities are crucial for coordinating with other departments
Proficiency with computer applications such as Excel, Word, Outlook, and PowerPoint.

Nice To Haves

A 4-year college degree and at least 1 year of related experience is preferred.
Experience in a hotel or a hospitality-related field preferred.

Responsibilities

Manage day-to-day operations to ensure quality and standards meet the expectations of the guests and employees, including check-in/checkout processes.
Promote teamwork and quality service through daily communication and coordination with other departments (including housekeeping and maintenance).
Personally ensure VIPs receive a superb experience including room inspections and greeting upon arrival.
Review resumes for arriving groups; organize and coordinates master accounts and group special requests.
Maintain appropriate inventory of supplies and operating equipment including ordering and receiving.
Ensure all Sonesta safety and sanitation standards are adhered to.
Respond to guest complaints and ensure proper follow-up is completed.
Serve as “Manager on Duty” as required and respond to emergency situations as needed.
Maintain high standards of personal appearance and grooming.
Prepare weekly work schedules in accordance with staffing guidelines and labor forecast and adjust schedules throughout the week to meet business demands.
Analyze guest satisfaction data to develop and implement plans to achieve established goals related to guest satisfaction scores.
Coordinate projects that require floor condensing and room inventory changes.
Achieve budgeted revenues, control labor costs & expenses, and maximize profitability within all areas of the Front Office.
Manage staffing levels to ensure that guest service, operational needs and financial objectives are met.
Maintain procedures for security of monies, credit and financial transactions, and guest security.
Actively participate and advise in the budget and forecasting processes which support the overall objectives of the hotel.
Attract, hire, and motivate your team.
Ensure all staff are properly trained in systems, hotel policies, security and cash handling procedures, service standards, local laws and have the tools and equipment needed to effectively carry out their job functions.
Conduct pre-shift meetings with staff and review all information pertinent to the day’s business.
Monitor, measure, and recognize performance of employees, including promotion recommendations.
Coach team by providing specific feedback to improve knowledge, skills and performance.
Ensure employees are treated fairly and equitably. Handle employee issues in a professional and timely manner.
Utilize and collaborate with resources across different departments and corporate offices.
Motivate employees to perform to their highest standard and establish a trusting environment to enrich the culture.
Focus on the mission and well-being of the departments, hotel and company.
Lead by example and operate with integrity and respect.
Inspire your team to embrace and demonstrate Sonesta’s core values and guest service standards.