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Hospitality Services Director

2 months ago

Santa Fe, New Mexico, United States Eldorado Hotel & Spa Full time

Job Summary:

The Guest Experience Manager is a key role at the Eldorado Hotel & Spa, responsible for delivering exceptional guest experiences and ensuring seamless interactions between guests and hotel staff. This position requires a high level of professionalism, energy, and enthusiasm, with a passion for providing outstanding customer service.

Key Responsibilities:

  • Lead the Guest Experience team in setting the tone for the hotel's service standards and ensuring consistent delivery of exceptional guest experiences.
  • Develop and implement strategies to enhance guest satisfaction, loyalty, and retention.
  • Collaborate with the Front Office team to ensure smooth guest check-in and check-out processes, resolving any issues promptly and efficiently.
  • Provide training and coaching to Guest Experience Hosts, Guest Experience Hosts, Bellmen, Valets, and PBX staff to ensure they meet the hotel's service standards.
  • Monitor and analyze guest feedback, using it to identify areas for improvement and implement changes to enhance the guest experience.
  • Manage the hotel's reservations system, ensuring accurate and efficient allocation of guest rooms and maximizing revenue.
  • Develop and maintain relationships with local businesses and attractions, providing guests with recommendations and insider knowledge to enhance their stay.
  • Ensure the hotel's Front Office computer system is operating efficiently, generating reports and analyzing data to inform business decisions.
  • Maintain accurate and up-to-date records, including guest information, room allocations, and financial transactions.
  • Supervise and manage the Front Office team, providing guidance, support, and feedback to ensure they meet the hotel's service standards.
  • Participate in hotel-wide initiatives and projects, contributing to the development of new ideas and strategies to enhance the guest experience.

Requirements:

  • Proven leadership experience in a hotel setting, with a strong track record of delivering exceptional guest experiences.
  • High volume guest-interfacing hospitality experience, with a deep understanding of customer service principles and practices.
  • Strong knowledge of hospitality software and MS Office, with the ability to analyze data and generate reports.
  • Excellent communication and interpersonal skills, with the ability to work effectively with guests, staff, and external partners.
  • Ability to work flexible hours, including weekends, holidays, and late nights, with a willingness to go above and beyond to ensure guest satisfaction.
  • High school diploma or equivalent experience/training, with some college preferred.

Benefits:

  • Competitive salary and benefits package, including medical, dental, vision, life, short-term disability, accident, critical illness, and 401(k) retirement plan.
  • Opportunities for professional development and career advancement within the hotel group.
  • A dynamic and supportive work environment, with a focus on teamwork and collaboration.