Director of Guest Operations

The Director of Guest Operations assists the General Manager in the overall management responsibility for the guest operations of the hotel including associate relations, guest service, profitability, product quality, and compliance to company standards. They will foster a cooperative and harmonious working climate with strong leadership skills. The Director of Guest Operations will oversee the front office, reservations, concierge, valet and housekeeping departments.

Responsibilities include:

• Supervise and train Front Office, Housekeeping, Concierge, Bell, Guest Services, Valet and Reservations managers to provide a well-maintained resort.
• Delegate work evenly to all front office departments so that each shift is utilized to its fullest capacity.
• Enforce the high standards of professionalism among the Rooms Department.
• Implement all guidelines and procedures as established in the employee handbook.
• Keep all departments updated on changes and additions with well-written memos, e-mails and verbal communication.
• Work in conjunction with Sales Department and Reservations to ensure maximum hotel occupancy.
• Schedule and preside over departmental meetings on a monthly or bi-monthly basis as a tool of communications with line employees.
• Attend weekly hotel staff meetings.
• Ensure all guests, first time and/or return guests, are greeted with high professional standards.
• Keep flexible schedule in order to accommodate the workload around the arrival and departures of hotel guests.
• Meet weekly with the Front Office and Housekeeping Managers to discuss topics of mutual concerns.
• Ensure all rooms areas operate in harmony with other hotel departments, providing optimum service to guests at all times.
• Perform additional duties as requested by the General Manager.

Supervisory Responsibilities:

• Carry out supervisory responsibilities in accordance with the organization’s policies and applicable law.
• Supervise daily room blocking.
• Supervise the updating of Guest History program and educate each department of their need to be involved.
• Oversee concierge operations and relations with concessionaire operators.

Specific Job Knowledge, Skill and Ability:

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that they can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities:

• At least 5 years past managerial experience in the hospitality industry.
• Ability to maintain a pleasant disposition and function efficiently in high stress/pressure work environment.
• Computer skills and typing abilities a must.
• Must maintain highest ethical standards - possessing integrity, honesty, care and fair mindedness.
• Proven ability to lead, motivate, train and appropriately discipline subordinators.
• Good telephone voice and excellent/professional communication skills required.
• Act in a professional manner in all situations equally with guests as well as peers.
• Ability to listen effectively, to speak and write English clearly.
• Detailed oriented.
• Ability to stand, walk and/or sit continuously to perform essential job functions.
• Must adhere to practices of occupational safety and health.