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Director of Guest Experience
3 months ago
HOTEL MANAGEMENT: Full-time salaried position with a range starting at $65k annually + benefits DOE.Located in Santa Fe, NM. Working out of The Inn & Spa at Loretto (HOTEL).
Position Purpose: Director of Guest Experience is responsible for managing the day-to-day operations for guest reception, concierge, bell staff and financial management; The position is located at The Inn & Spa at Loretto (Hotel) in downtown Santa Fe, New Mexico; Our Director of Guest Experience and team will articulate the story & inspiration behind the experience at Heritage Hotels by sharing the love we have for New Mexico's stories, history & rich culture. The Director of Guest Experience is responsible for delivering the highest level of customer service by providing necessary training to all staff listed below. The Director of Guest Experience is an essential support to the Front of House team in creating unforgettable experiences for guests.
Supervisory Responsibilities: Lead Guest Experience Hosts, Guest Experience Hosts, Bellman, Valet, and in house PBX
Essential Duties and Functions/Responsibilities/Tasks:
- Work closely with the Housekeeping, Engineering and Food & Beverage departments to ensure that consistently high levels of cleanliness, maintenance are maintained, while encouraging guests to enjoy our various F&B outlets during their stay.
- Create, implement and execute department trainings, recruiting and innovative pre-shifts
- Set goals for performance that coincide with Heritage's plans and vision.
- Review Daily financial and labor reports: adjusting the operation as needed to achieve annual budget and forecasts
- This position is responsible for being the first point of contact in guest service recovery for the property.
- Review occupancy and event levels at property and schedule department employees accordingly and within budget.
- Assign, train, mentor and direct staff to carry out the exceptional guest experience and foster an environment for employees to be successful in performance, and further feel engaged and valued.
- Perform interview, hire, disciplinary, and termination actions when necessary for team members.
- Provide highly knowledgeable and innovative community minded recommendations for guests about hotel events, amenities, local attractions, restaurants, etc.
- Monitor blocks and additional blocking as needed, i.e. special requests, suites, etc.
- Maintain an efficient system of communication between the Front Office and all other departments, with particular regard to guest's arrivals and departures.
- Manage all aspects (including challenges) of our reservations system OPERA.
- Resourcefully solve any issues that arise and seize control of any problematic situation.
- Passionately deliver refined, seamless service, while upholding the highest level of confidentiality for the safety and comfort of each guest.
- Acknowledge special occasions with guests; weddings, birthdays, anniversary, etc. further providing room upgrades and amenities when applicable.
- Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report, house accounts, and maintain close observation of daily house count. Monitor selling status of house daily, i.e. flash report, house accounts, comps, etc.
- Operate all aspects of the Front Office computer system OPERA, including, report generation and analysis.
- Ensure correct and accurate cash handling at the Front Desk.
- Review daily Front Office work and activity reports generated by Night Audit.
- Maintain an organized filing system with documentation of purchases, vouchering, schedules, forecasts, reports, checklists and tracking logs.
- Ability to work on feet for eight hours or more.
- Must be able to lift/push/reach for/carry 25+ pounds occasionally.
- Ability and willingness to work flexible long hours including weekends, holidays and late nights.
#LD2022 #DL HC3
Requirements:Qualifications
- Three to five years of hotel management experience.
- Proven leadership experience in a hotel setting required, with a passion to provide exemplary guest service.
Preferred
- Strong knowledge of hospitality software (OPERA) and MS Office required.
- Luxury Resort/Hotel experience strongly preferred.
NM Safe Certified Hotelier, Inspiring Our Communities, & Celebrating Local Artisans.
Heritage Hotels & Resorts Inc. is an Equal Opportunity Employer.
Compensation details: Yearly Salary
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