Director of Guest Services

Loews Hotels & Co•Kansas City, MO

About The Position

Loews Hotels & Co has ventured into Kansas City, MO with the new Loews Kansas City Hotel. The 800-room hotel features 60,000 square feet of meeting & function space, with a sky bridge connecting to the 800,000 square foot Kansas City Convention Center. The hotel marks the first hotel catering to groups & meetings to open in more than 20 years in Kansas City. Two signature restaurants, a Grab & Go bakery and a rooftop lounge will round out this all glass, 24 story hotel, which stands out on the city’s skyline. Loews Kansas City is located at the cornerstone of an already vibrant and continuously growing downtown Kansas City. Who We Are : Founded in 1960, Loews Hotels & Co-operates iconic hotels and resorts across the U.S. Together, our diverse and welcoming teams craft exceptional experiences in iconic destinations. Growth and belonging start here ; you’ll be valued for who you are and the goals you have. Whether your next career chapter involves making memories for guests or supporting our properties in our Corporate Office, every role—from Guest Services to Finance, Culinary to IT—offers opportunities to grow and make a meaningful impact. Creating a Team Member experience where you belong no matter what race, age, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status that makes you, you is a daily focus for us. What We Offer : Competitive health & wellness benefits, 401(k) & company match Paid Sick Days, Vacation, and Holidays, Paid Bereavement Pet Insurance and Paid Pet Bereavement Training & Development opportunities, career growth Tuition Reimbursement Team Member Hotel Rates, other discounts, perks and more What We’re Looking For : We are seeking an experienced and dynamic Director of Front Office to lead and supervise the operational activities of our guest services team at Loews Hotels. This pivotal role is responsible for ensuring our team delivers exceptional service and quality, consistently exceeding guest expectations at the front desk and in concierge services. Who You Are : A natural leader with the ability to inspire and motivate a diverse team, fostering a positive and collaborative work environment. An individual with a strong commitment to delivering exceptional guest experiences, with a passion for anticipating and exceeding guest needs. An individual with excellent verbal and written communication skills, capable of engaging with guests, team members, and other departments with clarity and professionalism. An individual with a proactive approach to resolving issues and addressing guest concerns, with the ability to think critically and make sound decisions under pressure. A highly organized individual with strong multitasking abilities, able to prioritize effectively and manage time efficiently in a fast-paced environment.

Requirements

Bachelor's degree or relevant work experience required.
Minimum of four (4) years guest service experience in hotel hospitality required.
Minimum two (2) years Front Office or guest service leadership experience required.
Knowledge of budgeting, forecasting, and financial analysis in a hotel setting.
Ability to stand for long periods of time required.
Ability to work weekends, evening, holidays as necessary/required.

Nice To Haves

Experience with previous Property Management System, preferred Opera System.

Responsibilities

Manage the daily operations of the guest services team to include Front Office, Concierge, Bell, and other assigned departments based on location.
Responsible for leading and delivering exceptional guest experience.
Lead and supervise the guest services team to ensure high performance, morale, and compliance with service standards.
Manage payroll services for the Team Members assigned including scheduling, time-card edits, approval of time-off and reporting on one-time payments.
Monitor, communicate, and respond to guest feedback to enhance service quality and develop strategies for increasing guest loyalty and satisfaction.
Oversee room allocations based on guest preferences and coordinate with housekeeping.
Implement training programs while mentoring staff to foster professional growth.
Serve as the primary contact for internal and external inquiries.
Conduct audits and maintain accurate financial records, ensuring timely payment processing and analyzing financial performance.
Prepare performance reports for management on operational effectiveness and guest feedback.
Collaborate on initiatives to promote hotel services and enhance operational efficiency.
Handle emergencies with professionalism while ensuring the safety and security of guests and staff.
Perform additional duties as assigned.