Director of Guest Services

4 weeks ago

Philadelphia, Pennsylvania, United States Hilton City Avenue Full time
Job Description

We are seeking a highly skilled and experienced Director of Guest Services to join our team at Hilton City Avenue. This is a unique opportunity to lead our Front Desk operations and ensure that every guest has an exceptional experience.

The ideal candidate will have a passion for hospitality, strong leadership skills, and a proven track record of successful Front Office management. They will be responsible for overseeing all aspects of guest satisfaction, including front desk operations, concierge services, and other guest-facing areas.

Key Responsibilities:

  1. Provide leadership and guidance to the guest services team, including hiring, training, and performance management.
  2. Ensure that all guests receive prompt, courteous, and personalized service throughout their stay or visit.
  3. Oversee the daily operations of the guest services department, including front desk operations, concierge services, and other guest-facing areas.
  4. Implement and enforce standards and procedures to maintain high levels of service quality and guest satisfaction.
  5. Address guest concerns and complaints in a timely and effective manner, striving to resolve issues to the guest's satisfaction.
  6. Collaborate with other departments, such as housekeeping, maintenance, and food and beverage, to ensure seamless guest experiences.
  7. Maintain open lines of communication with guests to gather feedback, address concerns, and enhance the overall guest experience.
  8. Develop training programs and materials to continuously improve the skills and performance of the guest services team.
  9. Utilize technology effectively, including property management systems and reservation software, to streamline operations and enhance guest experiences.
  10. Assist in the development and management of the guest services department budget, including staffing, supplies, and equipment.
  11. Prepare regular reports on guest satisfaction metrics, operational performance, and other key performance indicators for management review.
  12. Ensure compliance with all relevant regulations and standards, including health and safety regulations and privacy laws.
  13. Continuously seek opportunities to innovate and improve guest services processes, technologies, and offerings.

Requirements:

  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.

This is an exciting opportunity to join a dynamic team and make a real impact on the guest experience. If you are a motivated and experienced hospitality professional, we encourage you to apply.

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