Director Jobs

About The Position

Requirements

• Previous Heart of House and Front of House Management experience in luxury Hotels preferred.
• A minimum of 5 years management or supervisory experience.
• Effective written and verbal communication skills.
• Superior customer service and interpersonal skills.
• Ability to work weekends, holidays, and long hours when necessary.
• Well groomed and professional in appearance.
• Superior organizational skills.
• Enjoys a fast-paced environment.
• Excellent multi-tasking skills.
• Can sit, stand, and walk for extended periods of time.
• Being flexible with schedules and hours.
• Must really enjoy people and providing superior service each day.
• Excellent computer skills.
• Clear and concise written and verbal communication skills.
• Ability to work closely and cohesively with other department heads to ensure guest satisfaction.

Responsibilities

• Deliver the highest quality service and personalized attention to guests in a courteous, professional, and anticipatory manner.
• Gather pertinent operational information through attendance at daily staff meetings, Rooms Division meetings, resume meetings, and BEO reviews.
• Provide leadership, direction, supervision, coaching, and training to the Concierge, PBX, Night Audit, and Front Desk teams.
• Serve as a visible role model for the resort's service culture and Forbes Five-Star standards.
• Train, coach, monitor, and hold staff accountable to Five-Star service standards.
• Foster a culture of excellence, consistency, and genuine hospitality.
• Ensure associates are trained in and uphold all service procedures and communication standards outlined in the Standard Operating Procedure Manuals.
• Ensure all 21-day training programs are executed, signed, and delivered to HR.
• Be visible to guests and associates on the floor, be hands-on and included in the management team, and be stationed in a highly visible area.
• Effectively communicate with guests and receive and resolve all departmental complaints in a timely manner.
• Develop and implement strategies for the Front Desk, PBX, Night Audit and Guest Experience Departments on customer service improvements and operational efficiency.
• Manage and motivate all staff with daily supervision and support.
• Create and enforce a Culture of accountability.
• Organize and conduct monthly departmental and interdepartmental meetings.
• Provide clear direction in advising and instructing staff in details of their work.
• Manage and monitor labor costs, payroll, and supplies.
• Work closely with Director of Rooms to ensure proper communications daily.
• Check Daily and Weekly reports highlighting the upcoming arrivals and in house VIP’s.
• Forecast and detail the needs of the arriving VIP Guests.
• Work with concierge team on arrivals and information of VIPs and ensure that they can contact them pre-arrival to anticipate all needs.
• Understand the process of achieving the best possible profitability and maximization of revenue in Rooms and Food and Beverage Departments by referrals and upselling.
• Execute a Show Me You Know Me program for guest recognition through the front desk department.
• Ensure all team members are maintaining the standards of personal presentation and hygiene.
• Lead resort in overall communication of hotel and local offerings.
• Coordinate with leadership teams to ensure each Legacy, VIP guests are met and greeted by a team member personally.
• Empower team to monitor every day of guest stay, resolve challenges and follow up to ensure guest satisfaction.
• Help develop and guide team’s ability to own recoveries as needed.
• Log all internal and guest related incidents into Know Cross to include factual account and cost of recovery.
• Ensure contracts for all local offerings or third-party bookings are accurate and yield the proper pricing and fees for the hotels.

Benefits

• Comprehensive health insurance
• Retirement plans
• Paid time off
• On-site wellness programs
• Local discounts
• Employee rates on hotel stays
• Ongoing training and development opportunities