Executive Guest Services Director

3 weeks ago


Auburn Hills, Michigan, United States Hampton Inn - Auburn Hills North Full time

Kickstart your career as an Executive Guest Services Director at Hampton Inn - Auburn Hills North, where you will oversee the entire guest experience, ensuring it meets the highest standards of quality, satisfaction, and profitability.

Job Purpose:

To lead the Front Office team, driving exceptional service delivery, and maximizing revenue through strategic planning, employee development, and effective management of operational processes and financial transactions.

Job Responsibilities:

  • Lead by Example: Set the tone for outstanding customer service, driving staff engagement and motivation to deliver a world-class guest experience.
  • Tactical Planning: Develop and implement short-term and long-term strategies to achieve departmental objectives, aligning with the hotel's overall vision and goals.
  • Financial Acumen: Analyze financial reports, interpret statistical data, and make informed decisions to optimize revenue and minimize expenses.
  • Team Management: Supervise and train Front Desk staff, ensuring they possess the necessary skills to handle complex guest interactions and complaints.
  • Quality Assurance: Conduct regular audits to ensure compliance with established operational standards and policies, making recommendations for improvement.
  • Employee Development: Foster a culture of growth and development, providing opportunities for training, coaching, and mentoring to enhance staff performance and retention.
  • Guest Security: Implement and maintain procedures for secure handling of financial transactions, protecting guest data and credit card information.
  • Emergency Preparedness: Develop and update emergency procedures to ensure prompt response to any situation that may affect guest safety or security.

Job Skills:

  • Business Acumen: Demonstrate expertise in financial analysis, budgeting, and forecasting, with the ability to interpret complex data and make informed decisions.
  • Leadership: Possess strong leadership skills, with the ability to motivate and inspire teams to achieve exceptional results.
  • Communication: Communicate effectively with colleagues, guests, and external partners, ensuring seamless collaboration and a positive guest experience.
  • Problem-Solving: Utilize analytical and creative thinking to resolve complex problems and make recommendations for process improvements.
  • Adaptability: Demonstrate flexibility and adaptability in a fast-paced environment, responding to changing circumstances and priorities.

Job Qualifications:

Experience:

A minimum of 2 years' experience in a Front Office management role, with a proven track record of driving revenue growth, improving guest satisfaction, and developing high-performing teams.

Education:

A bachelor's degree in hospitality, business administration, or a related field.

Salary:

$60,000 - $80,000 per annum, depending on experience and qualifications.


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