Job Details

Director Of Guest Services

The Director of Guest Services is responsible for maintaining the highest levels of customer service at four-diamond standards to all Hotel guests during the arrival and departure process through training, guest service recovery and adherence to established department and resort SOPs, associate handbook and Omni policies and best practices.

Responsibilities include:

• Leading the Select Guest team and driving loyalty guest satisfaction
• Leading the Door and Bell teams and ensuring outstanding arrival experiences
• Leading the planning and delivery of VIP guest experiences
• Embodying the Omni mirror image and actively greeting guests immediately, pleasantly, and with undivided attention
• Hiring, training, and developing new associates; supporting all Omni operational training programs
• Building effective teams and motivating associates to achieve service excellence
• Communicating operational needs or concerns (equipment, scheduling, etc.) to appropriate leadership
• Communicating daily with previous and incoming shifts (Managers, PBX, Night Audit, etc.)
• Creating weekly schedules for the Guest Services team; managing labor and departmental expenses appropriately
• Attending weekly resume meetings and communicating group details to the team
• Ensuring the bell stand, front drive, and bell storage areas are clean, organized, and properly staffed
• Ensuring associates maintain professional behavior at all times
• Maintaining control of valet tickets and ensuring the water station is properly stocked

Qualifications include:

• High School diploma or equivalent required
• Previous luxury hotel experience preferred
• Clean driving record required; manual transmission experience preferred
• Must be 21 years of age or older
• Strong computer proficiency with the ability to learn hotel systems, Microsoft Word, and Excel
• Hospitality or service industry experience or education preferred
• Excellent communication skills
• Demonstrated leadership ability
• Ability to stand for long periods of time and work in all types of weather
• Ability to push and pull large bell carts and lift heavy luggage in and out of vehicles
• Must be available to work weekends and 12:00 p.m. 8:00 p.m. shifts