Hospitality Services Director
2 days ago
About Us:
B. F. Saul Company Hospitality Group is a leading owner and management company in the hospitality industry, committed to providing exceptional guest experiences and delivering high-quality services.
Job Overview:
We are seeking an experienced Customer Experience Lead to join our team at the Full-Service Holiday Inn Washington Dulles Airport hotel. As a key member of our leadership team, you will be responsible for ensuring outstanding guest service and effective operations of the front desk.
Key Responsibilities:
- Guest Service: You will be accountable for guest satisfaction by ensuring service standards are met and guests' needs and concerns are responded to in a timely manner with a focus on service recovery when applicable.
- Financial Results and Cost Control: You will be responsible for management of expenses to maximize hotel profitability, effective labor management through proper scheduling, monitoring, and adjusting based on business needs, and seeking and implementing cost-saving measures and efficient purchasing strategies.
- People Management and Training: You will be responsible for evaluating staff performance, motivating staff by setting goals, providing ongoing feedback, and rewarding/recognizing team members, as well as interviewing, hiring, coaching, and development of all team members.
- Safety/Risk Management: You will conduct routine inspections of front desk operations to maintain standards per B. F. Saul Company Hospitality Group, local, state, and federal regulations, and ensure a clean and safe work environment.
Requirements:
- Education: High school diploma or GED required, college degree or equivalent experience preferred.
- Experience/Knowledge/Skills/Abilities: 2+ years of customer service and 1+ years supervisory/management experience required, must be detail-oriented, have ability to communicate well with all levels within and outside the organization, and be able to problem-solve with team members and guests.
Salary: $60,000 - $80,000 per year, depending on experience.
Benefits:
- Well-Being Benefits: Health Insurance, Dental & Vision Insurance, Short & Long Term Disability, Vacation Policy
- Long Term Planning: 401(k) Retirement Program, Paid Life Insurance, Tuition Reimbursement
- Team Member Programs: Annual Performance Appraisals and Wage Increase Opportunities, Annual Team Member Banquets, Annual Team Member Engagement Survey, Discounted Room Rates for Team Members, Family and Friends, Complimentary Room Stays, Incentive Eligible, Weekly Payroll
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