Director of Guest Services

Marriott•Los Angeles, CA

12h•$77,000 - $97,000

About The Position

The Director of Guest Services serves as the property Manager on Duty and oversees property operations to ensure the highest levels of hospitality and service. The role represents property management in resolving guest- or property-related situations, manages questions and guest flow in the lobby, and serves as Guest Relations Manager, tracking service issues. The position leads guest services teams and day-to-day operations, including supervising Concierge and/or Bell Staff when applicable. It maintains guest services and front desk standards, handles complaints and service recovery, conducts facility inspections, implements customer recognition programs, and ensures compliance with policies, procedures, emergency plans, and loss-prevention requirements. The Director promotes exceptional customer service, gathers guest feedback, records and reviews guest issues, and coaches employees. The role also supports staffing, hiring, employee development, interdepartmental coordination, accident investigations, and front desk duties during high-demand periods.

Requirements

High school diploma or GED and 2 years of experience in guest services, front desk, or a related professional area; alternatively, a 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major with no work experience required.
Interpersonal and communication skills to lead, influence, and encourage others.
Ability to demonstrate sound financial and business decision-making, honesty, integrity, and leadership by example.
Ability to manage day-to-day operations and understand employee positions well enough to perform duties in employees' absence.
Ability to handle complaints and negotiate or resolve disputes, grievances, and conflicts.
Knowledge of property policies, standards, procedures, emergency plans, and loss-prevention procedures.
Ability to analyze information, evaluate results, and solve problems.
Ability to communicate effectively with employees, leaders, guests, and other departments.

Responsibilities

Serve as the property Manager on Duty and oversee property operations to ensure high levels of hospitality and service.
Represent property management in resolving guest- or property-related situations; manage lobby questions and guest flow.
Serve as Guest Relations Manager and track service issues.
Lead, supervise, and manage guest services employees and day-to-day operations; supervise Concierge and/or Bell Staff when applicable.
Maintain guest services and front desk quality, standards, and customer expectations; set goals and organize work.
Handle complaints, disputes, grievances, and conflicts.
Observe employee service behaviors and ensure uniformed employees are properly attired and groomed with nametags.
Monitor compliance with energy-conservation efforts during property tours.
Implement customer recognition and service programs.
Conduct regular inspections of the facility for appearance, safety, staffing, security, and maintenance.
Send the Manager on Duty report to all departments daily.
Ensure compliance with policies, standards, and procedures; understand and implement emergency plans and comply with loss-prevention procedures.
Provide exceptional customer service and resolve guest and employee situations while maintaining property integrity, guest satisfaction, and employee well-being.
Coach and guide employees, provide feedback, and empower them to deliver excellent service.
Maintain visibility in public areas during peak times and provide immediate assistance to guests as requested.
Interact with guests to obtain feedback on product quality, service levels, and overall satisfaction; record guest issues in the guest response tracking system.
Review comment cards and guest satisfaction results with employees and emphasize guest satisfaction and continuous improvement in departmental meetings.
Identify employee development needs and provide coaching, mentoring, and guidance; set and monitor performance standards.
Review staffing levels to meet guest service, operational, and financial objectives; assist with interviewing and hiring employees as needed.
Communicate information to supervisors, coworkers, subordinates, executives, peers, and departments in a timely manner through appropriate channels.
Analyze information and results to select solutions and solve problems; report variations from established norms to the appropriate department.
Maintain working relationships with all departments to support property operations and resolve problems.
Participate as needed in investigations of employee and guest accidents.
Perform Front Desk duties during periods of high demand.