Director of Guest Services
Company: Hotel Covington
Posted on: June 23, 2022
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 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
--- Maintains guest service as the driving philosophy of the
--- 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
--- 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
--- 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
--- Develops and maintains added value customer service
--- 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
--- 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
--- 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.
--- 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
--- Ensures completion of training objectives and development
--- 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.
--- Maintains physical product standards
--- Ensures ongoing staff and employee involvement in preventive
maintenance programs. Protects the interests of the hotel during
--- Periodically inspect rooms, building exterior, parking lot,
Keywords: Hotel Covington, Covington , Director of Guest Services, Hospitality & Tourism , Covington, Kentucky
Didn't find what you're looking for? Search again!