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21 days ago
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Director of Guest Services


Valor Hospitality
Location: UK
Job type: Permanent
Sector: Front of House
Category: Waiting Staff Jobs
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POSITION PROFILE:

Provide leadership that engages the service team to enhance the guest experience, ensure customer loyalty, and guarantee satisfaction.

ESSENTIAL JOB FUNCTION:

* Resolve and react to guest complaints, needs or concerns and ensure all guests receive appropriate responses in a timely and professional manner, anticipate potential problems by reviewing and monitoring complaints logs and records, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality.

* Have accurate and complete guest assistance information available regarding events taking place in town, restaurants, athletic events, etc. Determine the requirements for, and monitor special groups, guest and all VIPs.

* Keep accurate logs, analyze statistics and prepare reports and communications for Department Leaders on guest incidents, hospitality audits/service excellence standards, management roster, emergency procedures, staffing issues, potential safety hazards, and other pertinent information regarding department operations.

* Follow up regularly with Department Leaders regarding the Guest Response process and the performance of their department responsibilities along with the department’s function.

* Communicate daily with manager and evening management to assure consistency and pass-on of pertinent information. Ensure support areas are functioning correctly and communicate to staff.

* Prepares associate schedules and implements training and procedures to ensure a seamless and enhanced guest arrival and departure experience.

* Prepares and/or contributes to the budget process. Ensures labor and direct expenses are met based on forecast/budget guidelines established.

* Provides continuous coaching to associates and leadership to ensure success.

* Ability to rally and redirect a team to find creative solutions to guest challenges.

* Communicate to both, guests and fellow associates, professionally and positively.

DESIRED SKILLS AND QUALIFICATIONS:

Education: Two to four-year college degree or equivalent education/experience.
Experience: A minimum of three years’ experience in a related or management position. Hotel experience preferred.
Skills and Abilities: Ability to perform critical analysis and manage wide-range of information. Have strong diplomacy and communication skills, with the ability to build effective relationships with managers, team members and guests. Possess strong leadership skills with the ability to hire, train, coach, guide, reward and develop staff; with emphasis on continuous improvement in guest service quality. Possess exceptional organizational skills, including effective task delegation, time management and the ability to manage multiple priorities in a fast- paced environment. Excellent oral, written and presentation skills sufficient to produce successful communication that properly reflect the Foundation Image. Listen effectively.
POSITION PROFILE:

Provide leadership that engages the service team to enhance the guest experience, ensure customer loyalty, and guarantee satisfaction.

ESSENTIAL JOB FUNCTION:

* Resolve and react to guest complaints, needs or concerns and ensure all guests receive appropriate responses in a timely and professional manner, anticipate potential problems by reviewing and monitoring complaints logs and records, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality.

* Have accurate and complete guest assistance information available regarding events taking place in town, restaurants, athletic events, etc. Determine the requirements for, and monitor special groups, guest and all VIPs.

* Keep accurate logs, analyze statistics and prepare reports and communications for Department Leaders on guest incidents, hospitality audits/service excellence standards, management roster, emergency procedures, staffing issues, potential safety hazards, and other pertinent information regarding department operations.

* Follow up regularly with Department Leaders regarding the Guest Response process and the performance of their department responsibilities along with the department’s function.

* Communicate daily with manager and evening management to assure consistency and pass-on of pertinent information. Ensure support areas are functioning correctly and communicate to staff.

* Prepares associate schedules and implements training and procedures to ensure a seamless and enhanced guest arrival and departure experience.

* Prepares and/or contributes to the budget process. Ensures labor and direct expenses are met based on forecast/budget guidelines established.

* Provides continuous coaching to associates and leadership to ensure success.

* Ability to rally and redirect a team to find creative solutions to guest challenges.

* Communicate to both, guests and fellow associates, professionally and positively.

DESIRED SKILLS AND QUALIFICATIONS:

Education: Two to four-year college degree or equivalent education/experience.
Experience: A minimum of three years’ experience in a related or management position. Hotel experience preferred.
Skills and Abilities: Ability to perform critical analysis and manage wide-range of information. Have strong diplomacy and communication skills, with the ability to build effective relationships with managers, team members and guests. Possess strong leadership skills with the ability to hire, train, coach, guide, reward and develop staff; with emphasis on continuous improvement in guest service quality. Possess exceptional organizational skills, including effective task delegation, time management and the ability to manage multiple priorities in a fast- paced environment. Excellent oral, written and presentation skills sufficient to produce successful communication that properly reflect the Foundation Image. Listen effectively.
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