Director of Guest Services

The Twin Fin•Honolulu, HI

2d•$100,000 - $105,000

About The Position

The Director of Guest Services is responsible for the attentive, friendly, efficient, and courteous operation of the Front Office, Guest Relations, Reservations, and Bell/Valet partners. The role drives guest-satisfaction initiatives and monitors key metrics to continually improve the guest experience. It provides general oversight of multiple departments and directly oversees the day-to-day operation of the Front Office. The position oversees department performance, staffing, training, budgets, labor and expense controls, room revenue and occupancy, guest feedback, and compliance with company policies and standard operating procedures. It also provides strategic oversight of Reservations, supports operational coordination with other departments and third-party partners, and champions personalized service for VIPs, special occasions, and repeat guests.

Requirements

At least 6 years of progressive experience in a hotel or related field; or a 4-year college degree and at least 2 years of related experience; or a 2-year college degree and 4 or more years of related experience.
Previous management experience required.
Proficiency in Windows, company-approved spreadsheets, and word processing.
Effective verbal and written communication with employees and guests at all levels.
Ability to listen to, understand, and clarify concerns raised by employees and guests.
Ability to multitask and prioritize departmental functions to meet deadlines.
Ability to handle problems by anticipating, preventing, identifying, and solving them.
Ability to understand and evaluate complex information and data from various sources.
Ability to maintain confidential information.
Must maintain regular attendance according to hotel scheduling needs and comply with hotel standards and regulations.

Nice To Haves

College degree preferred.

Responsibilities

Respond to guest requests, problems, complaints, and accidents promptly and courteously, and follow up to ensure guest satisfaction.
Conduct interviews and follow hiring procedures; support Human Resources recruiting efforts and ensure managers follow hiring standards.
Develop employee morale, ensure department training, and maintain open communication with managers, employees, and other departments.
Implement Highgate Hotel policies and house rules, and ensure compliance with service standards, training checklists, and standard operating procedures.
Monitor oversold dates, room inventory, room revenue, occupancy, rate variance, credit reports, house count, and selling status to maximize revenue.
Tour operating departments daily, greet employees, and solicit feedback.
Complete monthly forecasts and work with the Hotel Manager and General Manager to prepare annual departmental budgets.
Monitor expenses, labor costs, schedules, and productivity to control expenses and maximize profit.
Conduct performance reviews and departmental meetings, and develop department heads for succession.
Maintain department schedules, payroll, and commissions.
Monitor and support guest satisfaction surveys and social media platforms.
Operate the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
Partner with department heads and third-party companies to identify efficiencies and improve operational coordination.
Ensure effective processes and response times for guest-interaction tools, including texting, apps, and social media channels.
Maintain the key control system and monitor VIP, special-guest, and group requests.
Ensure overall guest and associate satisfaction, including involvement in Lobby Ambassador coverage.
Oversee Reservations to ensure accuracy, efficiency, revenue optimization, and excellent pre-arrival guest service.
Monitor reservation trends, pickup pace, booking channels, and inventory controls in partnership with Revenue Management to maximize occupancy and ADR.
Analyze reservation performance and implement process improvements to increase conversion, guest satisfaction, and operational efficiency.
Champion VIP arrivals, special occasions, repeat-guest recognition, and personalized service initiatives.
Attend required hotel meetings and training, participate in Manager on Duty coverage as required, maintain regular attendance, and perform other duties requested by management.

Benefits

Medical insurance
Dental insurance
Vision insurance
Life insurance
Short-term and long-term disability insurance
401(k) retirement plan with employer matching contributions
Paid holidays
Paid vacation
Paid sick leave in accordance with applicable law
Employee assistance program (EAP)
Educational opportunities and tuition reimbursement
Paid jury duty, personal, medical, and military leave in accordance with applicable law