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Director of Guest Services

Company: Hotel Covington
Location: Covington
Posted on: June 25, 2022

Job Description:

Hotel Covington is looking for a Director of Guest Services to manage the operations of the Front Office and Guest Services departments at Hotel Covington and our upcoming expansion, North by Hotel Covington.

Hotel Covington and North embodies the transformation of two celebrated, century-old downtown buildings into a modern luxury hotel. As the first of its genre in the market, Hotel Covington appeals to business and leisure travelers accustomed to upscale hotels in primary markets seeking an authentic and locally influenced experience. The hotel draws inspiration from the local culture and cultivates a following through a sense of civic pride and exciting food & beverage.

Ready to find out more? Essential Job Functions:

The Director of Guest Services is responsible for coordinating, supervising and directing all aspects of the hotel's guest services to include Front Desk, Bell staff, Reservations, Valet and Concierge while maintaining high quality of guest service and profitability.

Guest Services

Maintains guest service as the driving philosophy of the hotel.

Provide day to day leadership to the Front Desk, Bell staff, Reservations, Valet and Concierge teams to ensure that all departmental goals are met.

Effectively schedules, monitors, and evaluates controllable expenditures to stay within the restraints of the established budget through wage control, purchasing control systems and proper inventory levels

Operate the Front Office and related departments within budgetary guidelines and in response to actual business conditions and participate in the preparation of rooms forecast.

Establish goals for the Front Office and related departments, analyze financial reports, anticipate and resolve problems concerning all facets of the front office and related departments anticipate trends, enact approved service, profit oriented and cost saving ideas/activities.

Work closely with the Sales department regarding VIP and special requests, group pick-ups and cut-off dates, and blocking rooms; with Engineering on out of order rooms and blocking rooms for maintenance; and with Housekeeping on all rooms related issues affecting the front office

Personally demonstrates a commitment to guest services in responding promptly to guest needs.

Ensures all hotel staff, including new hires, know all components of guest services and are trained to meet standards.

Ensures Guest Services staff members are trained in all operations, including check-in/check-out procedures, telephone procedures, hotel amenities and computer systems.

Ensures front desk staff is trained in and follows financial control procedures for cash, vouchers, inventories and receivables.

Develops and maintains added value customer service programs.

Meets or exceeds hotel guest satisfaction measures.

Empowers hotel staff to deliver guest service by encouraging and rewarding responsive guest assistance.

Ability to attend to guests, associates and management in an attentive, friendly, courteous, and service oriented manner which requires strong customer service as well as written and oral communication skills.

Must be able to speak, read, write, and communicate in English to adequately perform the duties of the job.

Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.

Must be able to multitask, prioritize and delegate to meet deadlines.

Attend all hotel required meetings and trainings.

Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.

Must be able to maintain confidentiality of information.

Human Resources

Participates in human resources functions, including recruiting, selection, orientation, training, performance planning and evaluation to maintain a qualified front desk work force.

Maintains a positive, cooperative work environment between staff and management.

Emphasizes employee selection, training and development as a way of doing business.

Ensures all hotel employees know hotel objectives.

Administers personnel policies fairly and consistently.

Resolves employee grievances in a fair and timely manner.

Ensures employees understand policies, pay procedures, bonus plans and benefits.

Helps develop management talent by acting as a mentor for direct reports.

Ensures completion of training objectives and development plans.

Monitors and maintains acceptable turnover levels.

Safety and Security

Knows local health and safety codes and regulations that apply to the hotel.

Recognizes and corrects potential safety hazards in the hotel, such as broken doors or railings, fire hazards, etc.

Recognizes and corrects potential security problems in the hotel, such as locking doors after hours, etc.

Understands and follows policies and procedures for the hotel's key control system and ensures others follow them.

Operations

Maintains physical product standards

Ensures ongoing staff and employee involvement in preventive maintenance programs. Protects the interests of the hotel during capital projects.

Periodically inspect rooms, building exterior, parking lot, etc.

Associated topics: call center manager, customer care manager, guide, lead, leadership, management experience, operations manager, senior, service manager, telephone

Keywords: Hotel Covington, Covington , Director of Guest Services, Executive , Covington, Kentucky

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