Head of Guest Services

2 weeks ago


Monterey, California, United States Highgate Full time

Position Overview

The Rooms Division Director plays a crucial role in overseeing the seamless operation of various departments including Guest Services, Concierge, Housekeeping, and Reservations. This position is dedicated to delivering exceptional service to all guests while optimizing room revenue and enhancing overall productivity. The Director is also responsible for mentoring and developing team members.

  • Executive Committee Member
  • Base Salary: $110,000 - $120,000 + up to 40% annual bonus potential
  • Managed by Highgate Hotels

Key Responsibilities

  • Ensure that all staff members are consistently attentive, friendly, and courteous to guests and colleagues.
  • Address guest inquiries, concerns, and feedback promptly and effectively, ensuring a high level of satisfaction.
  • Lead, motivate, and develop all personnel within the Rooms Division in alignment with hotel standards.
  • Conduct interviews for front-of-house positions and collaborate with Human Resources on recruitment initiatives.
  • Foster a positive work environment and promote open communication among all departments.
  • Implement and uphold all company policies and operational standards.
  • Oversee the training and development of staff to meet service standards.
  • Monitor room occupancy and revenue to maximize profitability.
  • Conduct regular inspections of guest rooms and public areas to ensure cleanliness and maintenance standards are upheld.
  • Manage departmental budgets and control expenses to enhance profitability.
  • Participate in strategic meetings to review performance and set goals.
  • Ensure compliance with safety and security regulations.
  • Support the corporate Guest Recognition Program to enhance guest loyalty.

Qualifications

  • A minimum of 6 years of progressive experience in hospitality management or a related field; or a 4-year degree with 2 years of relevant experience; or a 2-year degree with 4 or more years of related experience.
  • Demonstrated management experience is essential.
  • Proficiency in Windows and standard office software is required.
  • Ability to communicate effectively in both verbal and written forms.
  • Strong problem-solving skills and the ability to handle multiple tasks simultaneously.
  • Commitment to maintaining high standards of personal appearance and grooming.
  • Willingness to participate in ongoing training and development opportunities.
  • Ability to maintain confidentiality and handle sensitive information appropriately.


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