Director of Guest Services

Omni Hotels & Resorts • Frisco, TX

2d

About The Position

The Director of Guest Services is responsible for maintaining the highest levels of customer service at four-diamond standards to all Hotel guests during the arrival and departure process through training, guest service recovery and adherence to established department and resort SOPs, associate handbook and Omni policies and best practices.

Requirements

• High School diploma or equivalent required
• Previous luxury hotel experience preferred
• Clean driving record required; manual transmission experience preferred
• Must be 21 years of age or older
• Strong computer proficiency with the ability to learn hotel systems, Microsoft Word, and Excel
• Hospitality or service industry experience or education preferred
• Excellent communication skills
• Demonstrated leadership ability
• Ability to stand for long periods of time and work in all types of weather
• Ability to push and pull large bell carts and lift heavy luggage in and out of vehicles
• Must be available to work weekends and 12:00 p.m. – 8:00 p.m. shifts

Responsibilities

• Lead the Select Guest team and drive loyalty guest satisfaction
• Lead the Door and Bell teams and ensure outstanding arrival experiences
• Lead the planning and delivery of VIP guest experiences
• Embody the Omni mirror image and actively greet guests immediately, pleasantly, and with undivided attention
• Hire, train, and develop new associates; support all Omni operational training programs
• Build effective teams and motivate associates to achieve service excellence
• Communicate operational needs or concerns (equipment, scheduling, etc.) to appropriate leadership
• Communicate daily with previous and incoming shifts (Managers, PBX, Night Audit, etc.)
• Create weekly schedules for the Guest Services team; manage labor and departmental expenses appropriately
• Attend weekly resume meetings and communicate group details to the team
• Ensure the bell stand, front drive, and bell storage areas are clean, organized, and properly staffed
• Ensure associates maintain professional behavior at all times
• Maintain control of valet tickets and ensure the water station is properly stocked

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees