Director of Guest Services

Hersha Hospitality Management LP•Philadelphia, PA

4d•Onsite

About The Position

Lead and inspire the front office staff in creating flawless and personalized arrival, departure and other experiences for guests, while ensuring the department operates within the scope of the budget and well-defined service standards.

Requirements

Associate or Bachelor’s degree preferred.
5 to 10 years’ experience in similar type hotel, with a minimum of 3 years director level experience.

Responsibilities

Interview, select, train, schedule, coach, and support associates, ensuring they perform in accordance with established brand or hotel standards and consistent with HHM core values.
Supervise assigned managers and provide guidance and leadership as needed to achieve the hotel’s performance objectives as it relates to the front office.
Constantly monitor and communicate guest satisfaction scores to front office service professionals in an effort to achieve the highest guest satisfaction scores possible, correcting deficiencies while celebrating successes.
Meticulously manage staffing levels in accordance with hotel budget and occupancy forecast, flexing schedules to obtain the right balance between guest satisfaction and efficient use of labor dollars.
Review correspondence from guests and incident logs and direct staff to respond appropriately particularly as it relates to service recovery.
Ensure front office staff complies with accounting controls and procedures when conducting guest transactions.
Host daily manager pre-shift meetings to ensure the team is aligned around the day’s guest needs in terms of arrivals, departures or group needs.
Actively participate in meetings related to budget, operations, associate relations, etc.
As requested, assist with the development and administration of the annual budget.
Review, submit for approval, and order capital budget items.
Follow sustainability guidelines and practices related to HHM’s EarthView program.
Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards.
Perform other duties as requested by management.