Director of Guest Services, Tahiti Village

Soleil Management, LLC•Enterprise, NV

just now

About The Position

As the Director of Guest services, your day will be centered around ensuring that all owners, guests and visitors experience service that is far beyond their expectations. Responsibility for ensuring that technical and business matters are also important pieces the Guest Services Manager position along with accuracy of guest information, however SERVICE from the team is the primary focus.

Requirements

Proficient in MS Office: Outlook, Word and Excel.
Excellent oral and written English communication skills.
Excellent customer service skills.
Minimum of five years of management experience
Must have professional appearance.
Basic math and budgetary skills.
EEO/Drug Free Workplace Employer

Responsibilities

Be efficient, courteous and professional to achieve maximum customer satisfaction while complying with all Standard Operating Procedures and Standard of Service.
Create, reinforce and streamline processes: to register guests into room, data entry accuracy, accommodating special requests whenever possible, handling guest check-in and check-out in accordance to hotel credit and cash handling policies in an efficient and friendly manner, resolving customer complaints and answering guest inquiries in connection with hotel services, in-house events, directions, local attractions, etc.
Effectively handle and fulfill all guest requests and guest issues.
Model the Guest Service Standards developed for the resort.
Meet or exceed RCI’s ratings for Gold Crown. If rating is Silver Crown or lower, strive for 5 to reach the Gold Crown level.
Recruit, interview, hire and monitor training of new employees.
Ensure that recruiting processes are managed to bring the best of candidates to the team
Conduct coaching, counseling, and disciplinary action.
Maintain a flexible work schedule.
Maintain proper scheduling of employees to include auditing of employee work time.
Appropriately document accidents and incidents.
Ensure safety compliance at the front desk and in all office areas.
Give final approval for all invoices generated by the resort for payment.
Process in a timely manner all invoices generated by and for the department for payment.
Monitor all training processes.
Promote positive inter-departmental relationships.
Ensure that front office and bell department operating costs are within budgetary guidelines.
Perform all other job requests as assigned by management.
Effectively lead the team to provide the highest level of service
Effectively lead the team to be problem solvers and empower the team
Monitor and change processes to effectively manage occupancy
Lead a strong service level team.
Ensure that the Guest Service Manager and Asst, Guest Service Managers are supporting the service levels required for the team.
Ensure the bell team daily operation run smooth and efficient.