Director of Guest Services

The Moxy St. Petersburg - Saint Petersburg, FL

Full-time - Senior

Saint Petersburg, FL

About the position

The Director of Guest Services at the Moxy St. Petersburg is responsible for overseeing all aspects of guest satisfaction and experience within the hotel. This role requires strong leadership and organizational skills to manage a team of guest service representatives and ensure exceptional service from arrival to departure. The position plays a crucial role in maintaining high service standards and enhancing the overall guest experience in a dynamic hotel environment.

Responsibilities

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

Requirements

• Bachelor's degree in hospitality management, business administration, or a related field preferred.
• Previous experience in a guest services or hospitality management role, with a demonstrated track record of leadership and success, and Marriott experience preferred.
• Strong interpersonal and communication skills, with the ability to interact effectively with guests, staff, and management.
• Excellent problem-solving abilities, with a customer-centric approach to service delivery.
• Proven ability to manage a diverse team and foster a positive work environment.
• Solid understanding of hospitality industry standards, trends, and best practices.
• Proficiency in relevant software applications, such as property management systems and Microsoft Office suite.
• Flexibility to work evenings, weekends, and holidays as needed.

Benefits

• Health insurance
• Dental insurance
• Paid time off
• Vision insurance
• 401(k) matching