Head of Guest Services

2 weeks ago

Stamford, Connecticut, United States Academy of Warren Full time

Company:

Academy of Warren

Position: Director of Front Office

Employment Type: Full-time

Join Our Team - Where Collaboration and Excellence Drive Guest Satisfaction

Overview:

Telecommute: No

Bonus Eligible: Yes

Direct Reports: Yes - Multiple

Reports To: General Manager or Assistant General Manager

Key Responsibilities:

The Director of Front Office plays a pivotal role in delivering outstanding guest experiences while ensuring adherence to all operational protocols relevant to the Front Office Department.

Core Duties Include:

  • Supervise direct reports, ensuring team members are well-versed in employment practices, making recommendations for hiring and disciplinary actions, and supporting performance evaluations.
  • Ensure team members are responsive to guest needs and effectively address any concerns, escalating issues as necessary.
  • Foster a premier guest experience by actively engaging with guests, providing warm and courteous service, anticipating their needs, and nurturing loyalty.
  • Collaborate with other departments to guarantee timely and efficient service delivery.
  • Oversee departmental financial objectives by managing labor costs, controlling supply expenses, and identifying revenue-enhancing opportunities.
  • Assist with cleaning tasks as needed to maintain high cleanliness standards.
  • Evaluate and propose initiatives to boost revenue and monitor financial performance.
  • Recommend and implement approved enhancements to improve service quality and operational efficiency.
  • Serve as Manager on Duty as required.
  • Perform any additional tasks necessary to fulfill the primary responsibilities of the role.

Qualifications:

Required Experience:

Minimum of 2 years in hospitality and front desk roles.

Minimum of 2 years in a supervisory capacity.

Preferred Experience:

2 years of experience in night audit operations.

Required Education:

High school diploma or equivalent.

Preferred Education:

Bachelor's Degree in a related field.

Required Skills:

Proficient in basic computer applications, including Microsoft Word, Excel, PowerPoint, Outlook, and Teams.

Physical Requirements:

Able to lift up to 50 lbs occasionally and 10 lbs regularly.

Capable of standing or walking for the duration of the scheduled shift.

Additional Requirements:

Willingness to work a flexible schedule, including evenings, nights, weekends, holidays, and special events.

Competencies:

(65) Vision and Purpose Management:

Articulates a compelling vision that inspires and motivates the team, fostering a shared sense of purpose.

(15) Customer Orientation:

Dedicated to meeting the needs of both internal and external customers, utilizing feedback for continuous improvement.

(60) Team Building:

Encourages collaboration and creates a strong team spirit, celebrating successes and fostering open communication.

__________________________________________________

At Academy of Warren, we value our associates as integral members of our team, dedicated to providing exceptional experiences for our guests. We offer a competitive compensation package along with various benefits that support your professional growth and well-being. Benefits include:

  • Daily Pay
  • Travel Discounts
  • 401k Plans
  • Medical Insurance
  • Additional property-specific benefits

We are committed to your career development through training programs and opportunities across our network of hotels.

_____________________________________________

Compensation packages are tailored to each candidate, considering factors such as skill set, experience, and location. Academy of Warren is an equal opportunity employer, prohibiting discrimination and harassment of any kind.

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