Guest Services Director

Location Charleston, SC
Property The Spectator Hotel
Date Posted October 10, 2017
Job Type Customer Service, Front Desk, Management

Description

Charleston, SC – The Guest Services Director is responsible the successful operation of our Guest Services Department for two luxury boutique hotels (91 total rooms).

Other Responsibilities Include: 

  • The successful operation of our Guest Services Department of two luxury boutique hotels (91 total rooms)
  • Leading and inspiring staff to perform at the highest standards of luxury service, in line with standards comparable to AAA 5 diamond and Forbes 5 stars
  • Developing and fostering a strong orientation toward customer service and quality by expanding and improving service quality throughout both hotels
  • Responsible for the overall direction, coordination, and evaluation of all areas of the Guest Services Department including interviewing, hiring, training, staffing, assigning, and directing work, addressing complaints, and resolving service issues
  • Monitoring and review of Quality Standards for the Department
  • Analyzing multiple channels of guest and quality assurance feedback, communicating them to the team and taking corrective actions
  • Maintaining open lines of communication, delegating responsibilities, working with other related departments and reporting to senior management
  • Working closely with management throughout the hotel and the Company
  • Impressing guests with quality and timeliness of service, in a pleasant and friendly manner
  • Actively promoting a work environment which genuinely cares for guests and associates alike
  • Creating strategies to reduce costs and maximize productivity without reduction of consistency and Quality Standards.
  • Effectively communicating and enforcing company rules and regulations
  • This position directly manages assigned staff and indirectly manages all subordinates
  • This position reports directly to the Hotel Manager

Requirements

  • Three to four years hotel experience required; Luxury hotel experience strongly preferred.
  • At least two years of managerial experience required
  • Proficient in MS Office and adaptable/flexible in technical learning ability of hotel related systems
  • Prior experience in RoomKey PMS, Dollars on the Net, Shift 4 are preferred
  • Flexible schedule is required and must be willing to work nights, weekends, holidays, and other dates that meet the demands of a luxury hotel environment
  • Excellent verbal and written English language skills required
  • Strength in organizational, administrative, and time management skills
  • Strong leadership skills
  • Performance driven, assertive, self-motivator, and hardworking
  • Move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance
  • Perform other reasonable job duties as requested by Supervisor as this job description is not an exclusive or exhaustive list of all job functions

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Additional Comments


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