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Director of Guest Services

Position Summary:
Manages all Front Office operations to ensure outstanding guest service and financial profitability. Builds and manages teams effectively. Responsible for providing strategic direction and managing the entire Guest Services Rooms Division to ensure smooth operation of all systems and services required to meet Company standards to provide outstanding guest service and financial profitability. Builds and manages teams effectively to facilitate communication and teamwork.

Primary Responsibilities/Essential Functions:
1. Manages all Front Office operations (including guest service and registration, room inventory and availability, PBX/communications, and bell operations, beach butler and concierge) Responsible for planning department goals and
directing team members to achieve results. Provides guidance and direction to ensure overall departmental success.
2. Participates in the hiring process by interviewing potential team members and selecting those that best meet staffing needs. Participates in management training. Follows all Human Resources policies. Ensures staff receives any
required training or attends mandatory meetings.
3. Monitors and develops team member performance to include, but not limited to, providing supervision, scheduling, conducting counseling and evaluations and delivering recognition and reward.
4. Monitors and assesses service and satisfaction trends, evaluates and addresses issues and makes improvements accordingly.
5. Initiates and implements up-selling techniques to promote services and facilities to maximize room occupancy and overall revenue.
6. Ensures team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events. Ensures staff is kept informed about policies and procedures.
7. Resolves customer complaints and anticipates potential problems by reviewing and monitoring complaints, operational issues, business flow and team member performance to ensure high levels of customer satisfaction and quality. Notifies Management and/or Security of all unusual events, circumstances, missing items, or alleged theft.
8. Ensures guests receive outstanding, consistent, exceptional service by circulating through each area of responsibility. Ensures VIPs receive appropriate amenities and services. Seeks opportunities to improve and enhance the guest experience and immediately handles any guest concerns or complaints. Takes corrective action as needed.

9. Responds to guest inquiries and coordinates special arrangements and requests. Effectively deals with internal and external customers, some of who may require a high level of patience, tact and diplomacy to defuse anger. Collects accurate information and resolves conflicts. Keeps immediate supervisor promptly and fully informed of any problems, potential safety issues, or unusual situations so prompt corrective action may be taken. Communicates with other departments to fulfill guest needs. Resolves guest complaints within scope of authority; otherwise refers the matter to management. Notifies supervisor and/or Security of all unusual events, circumstances, missing items, or alleged theft.
10. Monitors and assesses service and satisfaction trends, evaluates and addresses issues and makes improvements accordingly.
11. Communicates with other property staff and departments to fulfill guest needs and satisfy all special VIP and Group requests.
12. Monitors SOPs to ensure consistent exceptional service is provided. Assists in developing and updating policies and procedures. Participates in weekly meeting with Management Team to ensure weekly goals, challenges, and service standards are met.
13. Follows all safety policies and procedures. Reports potential safety issues to manager whenever observed and takes immediate action to resolve in emergency situations. OSHA laws require the use of Personal Protective
Equipment (PPE) when performing work duties that have the potential of risk to your health or safety. Team members will be trained in the proper use and care of assigned PPE if applicable. The hotel provides the required PPE. Team
member has responsibility to report defective, damaged or lost PPE or equipment that does not fit properly to their Manager. Maintains strict compliance with hotel's Hazardous Material (HAZMAT) program and familiarizes self with current MSDS.
14. Reporting to work as scheduled (on time and on regular basis) is an essential function of the job.

Qualifications (relevant experience, education and training):
1. High school diploma or general education degree (GED), or equivalent combination of education and experience. Bachelor's degree in Hospitality Management desired.
2. Five or more years related Front Office experience and one year as Supervisor/Assistant Manager in similar setting.
3. Requires ability to lead others in the department by mentoring and providing training that results in staff that meets/exceeds guest expectations and provides a high level of guest satisfaction.
4. Requires general knowledge of accounting and bookkeeping transactions commonly used at comparable hotel or resort.
5. Must have excellent customer service/communication skills to work with guests of various social, cultural, economic and educational backgrounds for the purpose of resolving problems/complaints and providing a high level of guest satisfaction.
6. Able to use mathematics to solve problems.
7. Requires ability to use computers programmed with accounting software to record, store and analyze information.
8. Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Requires attention to detail. Must be able to solve problems and remain calm and alert if dealing with difficult guest, during busy activity periods or in an emergency.
9. Must be able to speak, read, write and understand English to understand instructions, safety rules, and communicate with guests.
10. Able to work independently with minimal guidance and as part of a team.
11. Completes all required training as scheduled.
12. Due to the cyclical nature of the hospitality industry, team members may be required to work varying schedules to reflect the business needs of the hotel. Work schedules will include working on holidays, weekends and alternate shifts.
13. Must maintain a clean appearance and professional demeanor.

Pasea Hotel & Spa is a equal opportunity employer M/F/D/V

Job Details
Reference # 42186
Posted on 11 Jan 2022
Location(s) Paséa Hotel & Spa - Huntington Beach, CA
Department Rooms
Career level Management
Hours/Status Full-time
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