Director of Guest Services

Remington Hospitality•Los Angeles, CA

About The Position

The Director of Rooms is responsible for the direction and oversight of key guest contact departments within the Rooms division, their managers and their team members.

Requirements

Experience in Front Office, Accounting Management, computer experience on a PMS systems and working knowledge of manual front desk procedures, including leadership experience in a Front Office role.
High work ethic, self-initiative , independent judgment
Proven customer service and problem solving experience
Regular attendance
Proven experience in a high pressure, sometimes stressful environment
May be required to work varying schedules to reflect the business needs of the property
Focus and maintain attention to multiple tasks, and meet deadlines despite frequent interruptions
Ability to maintain excellent relationships with staff and maintain staff and guest confidentiality at all times
Stand, sit and walk for varying lengths of time, often long periods of time
Bend, stoop, squat and stretch
Lift approximately fifty (50) pounds of equipment or supplies on and off a cart, using safe lifting techniques
Push and pull carts weighing up to fifty (50) pounds
Possess valid driver’s license and safely drive guest vehicles. Have proof of safe driving record as indicated by a copy of Motor Vehicle record.
Good communication skills, both written and verbal, using written communication skills to mark completed rooms on daily paperwork
Grasping, writing, standing, sitting, walking, repetitive motions, pulling, pushing, listening and hearing ability and visual ability
Know and be able to administer first aid
Direct evacuations in an emergency

Responsibilities

Direct the activities of key guest contact departments by giving guidance, leadership and instruction to department heads.
Responsible for overall budget approval authority for rooms division departments.
Monitor all room related systems that impact the guest directly, to ensure proper procedures are in place and followed, which allow for an outstanding guest experience.
Communicate with guests and team members both verbally and in writing to answer questions and resolve concerns.
Facilitate the coordination of marketing initiatives, sales site visits and special housekeeping requests, reservations, etc., to ensure understanding by hotel operations of procedures that may have potential impact.
Ensure guest reservation policies, standards and procedures are met.
Ensure the effective resolution if any complaints, challenges occur.
Ensure housekeeping procedures are efficiently followed and any issues are immediately resolved.
Ensure guest check in/checks out procedures are efficiently followed and any issues immediately resolved.
Manage and administer the Manager on Duty program, requiring weekend stayover and constant monitoring throughout the hotel and troubleshooting issues.
Participate in property MOD program, weekly staff meetings, weekly Executive Committee meetings and safety committee meetings.
Understand and apply the applicable Franchise and management’s Standard Operating Procedures.
Perform other duties as assigned.