Director of Guest Services

4 weeks ago

Philadelphia, United States Hilton City Avenue Full time

Wurzak Hotel Group is seeking an experienced and dedicated Director of Guest Services to join our exceptional team and oversee the Front Desk operations of our gorgeous Hilton City Ave Philadelphia. With 35,000 square feet of flexible meeting space and 207 well-appointed guest rooms, this beautiful property is a tremendous opportunity for the right candidate.

The ideal candidate will bring a passion for hospitality, a commitment to excellence, strong leadership skills, and a proven track record of successful Front Office management.

If you are seeking a workplace where your skills are valued, your ideas are heard, and your career aspirations are supported, Wurzak Hotel Group is the place for you. Learn more below and become part of a team that is shaping the future of hospitality

Our Employer Brand:

We Are Wurzak: Our goal is to instill a sense of pride and inclusion in our team members. At its core, the phrase instills a sense of community and connection to one organization, geographically dispersed. It emphasizes the positive and sizable impact each of our team members have on our properties and our company at scale.

Find out more about us on our website or click here to visit our Linkedin page

Our Perks:

  • Competitive Salary
  • Culture of Excellence
  • Paid Time Off
  • Hotel Discounts
  • 401K Company Match
  • Career Development
  • Peer-to-Peer Recognition
  • Quarterly & Annual Awards
  • Inclusive work environment
  • Medical, Dental, Vision, Supplemental Insurance

Position Summary

The Director of Guest Services is responsible for overseeing all aspects of guest satisfaction and experience within the hotel. They play a crucial role in ensuring that guests receive exceptional service from the moment they arrive until their departure. This position requires strong leadership, communication, and organizational skills to effectively manage a team of guest service representatives and coordinate various functions to meet and exceed guest expectations.

The Company operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting and ending times, and hours worked in a week.

Responsibilities:
  1. Leadership: Provide leadership and guidance to the guest services team, including hiring, training, scheduling, and performance management.
  2. Guest Satisfaction: Ensure that all guests receive prompt, courteous, and personalized service throughout their stay or visit.
  3. Operations Management: Oversee the daily operations of the guest services department, including front desk operations, concierge services, and other guest-facing areas.
  4. Standards Enforcement: Implement and enforce standards and procedures to maintain high levels of service quality and guest satisfaction.
  5. Problem Resolution: Address guest concerns and complaints in a timely and effective manner, striving to resolve issues to the guest's satisfaction.
  6. Collaboration: Collaborate with other departments, such as housekeeping, maintenance, and food and beverage, to ensure seamless guest experiences.
  7. Guest Communication: Maintain open lines of communication with guests to gather feedback, address concerns, and enhance the overall guest experience.
  8. Training and Development: Develop training programs and materials to continuously improve the skills and performance of the guest services team.
  9. Technology Utilization: Utilize technology effectively, including property management systems and reservation software, to streamline operations and enhance guest experiences.
  10. Budget Management: Assist in the development and management of the guest services department budget, including staffing, supplies, and equipment.
  11. Reporting: Prepare regular reports on guest satisfaction metrics, operational performance, and other key performance indicators for management review.
  12. Compliance: Ensure compliance with all relevant regulations and standards, including health and safety regulations and privacy laws.
  13. Innovation: Continuously seek opportunities to innovate and improve guest services processes, technologies, and offerings.
Qualifications:
  1. Bachelor's degree in hospitality management, business administration, or a related field preferred
  2. Previous experience in a guest services or hospitality management role, with a demonstrated track record of leadership and success, and Hilton experience preferred.
  3. Strong interpersonal and communication skills, with the ability to interact effectively with guests, staff, and management.
  4. Excellent problem-solving abilities, with a customer-centric approach to service delivery.
  5. Proven ability to manage a diverse team and foster a positive work environment.
  6. Solid understanding of hospitality industry standards, trends, and best practices.
  7. Proficiency in relevant software applications, such as property management systems and Microsoft Office suite.
  8. Flexibility to work evenings, weekends, and holidays as needed.

The Director of Guest Services plays a pivotal role in shaping the guest experience and ensuring that each guest leaves with positive memories and a desire to return. This position requires a combination of leadership, operational expertise, and a passion for delivering exceptional service.

About Wurzak Hotel Group

At Wurzak Hotel Group we take pride in being recognized as an Employer of Choice in the Hospitality Industry. Our commitment to fostering a positive, inclusive, and innovative workplace sets us apart, making us a destination for top talent seeking a rewarding and fulfilling career.

WHG has earned and maintains its competitive advantage by developing talent within the organization who embody the same entrepreneurial spirit of our leadership team and who seek to create value through tireless innovation, tight focus on the operational details and uncompromised guest satisfaction. Wurzak Hotel Group has a proven track record of developing and managing hospitality assets for over 30 years and continues to be recognized as one of the region's top hospitality companies.

WHG is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture where all our team members can thrive. We have a zero-tolerance policy for workplace discrimination on the basis of someone's race, gender, disability, or any other basis protected under federal, state, or local laws.

How to Apply:

Excited to take on the challenge? Your potential is our passion, Let's unlock the possibilities Interested candidates should apply and submit a resume highlighting relevant experience.

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