Guest Services Director

3 weeks ago


Charlotte, North Carolina, United States StepStone Hospitality Inc. Full time
About the Role:

We are currently seeking a Guest Services Director to join our team at StepStone Hospitality Inc.

This senior-level role requires an individual with extensive experience in hotel management, specifically in front desk operations.

The ideal candidate will possess exceptional leadership skills, be able to maintain high standards of quality guest service, and achieve budgeted revenues and expenses.

A competitive salary is offered for this position, estimated to be around $70,000 - $90,000 per annum, depending on experience and qualifications.

The successful candidate will also have the opportunity to develop short-and long-term financial and operational plans for the guest services department.

Key Responsibilities:
  • Maintain proper supervision over all aspects of operations of the front desk.
  • Oversee all problem resolution matters in the absence of GM and AGM.
  • Increase level of guest satisfaction by delivery of an exceptional product through employee development.
  • Manage the reservation function to maintain the highest possible room occupancy and average daily rate through suggestive selling by associates.
  • Maintain and correct procedures for credit control, financial transactions, security of financial assets, and guest security.
  • Respond and resolve guest requests, complaints, or questions in a courteous and timely manner.
Requirements:
  • Must have significant experience in hotel management.
  • Ability to adjust to high-pressure conditions and be open to change.
  • Assumes responsibility for personal growth and development.
  • Conducts him/herself (acts and dresses) professionally at all times; sets standards for all associates.
  • Understands and communicates the StepStone mission and core values.
  • Expresses ideas and conveys information clearly, effectively, and professionally.
  • Actively listens to others.
  • Must be able to work AM/PM Shifts, weekends and holidays.


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