Director of Guest Experience Quality

DUTIES AND RESPONSIBILITIES

• MANAGE THE DAILY GUEST SERVICES OPERATIONS: CONCIERGE BELL SERVICE DOOR SERVICE PARKING VALET NIGHT RUNNERS

• Leading the direction and supervision of all Guest Services duties are performed and maintained in accordance with the hotels standards and in line with hotels strategic plan
• Manpower planning recruitment training deployment
• Liaison between Front Office departments and rest of hotel for effective guest experience
• Develop implement evaluate review and conduct training and audits in accordance with the hotels overall training and development plan

• MANAGEMENT AND LEADERSHIP OF THE GUEST SERVICES TEAM
  • Handles capital and asset planning requisition
  • Responsible for budgeting planning and forecasting of yearly and monthly revenue and expenditure for areas of responsibility
  • Identify equipment and supplies needs and negotiate with vendors for the best quality at competitive pricing
  • Responsible for issuing monitoring and negotiating all contracts agreements and billings involving the departments areas of responsibility
  • Responsible for developing implementing evaluating reviewing and conducting training & CCTV audits in accordance with the hotels overall training and service development plan
  • Prepare review and revisit procedures and training manuals for all levels of colleagues and to be in line with the hotels operating standards
  • Conduct performance reviews coaching counseling and disciplining sessions with colleagues
  • Handles Guest Services inventory control system
  • Ensure that safety health and security policies and procedures are adhered to in areas of responsibility
  • Coordinate and conduct bimonthly department concierge and officers meetings to update colleagues on hotels objectives performance and goals
  • Coordinate conduct and attend all other necessary meetings as and when required

• INVOLVEMENT IN A WIDER JOB FUNCTION
  • Presence in the driveway and lobby area at critical guest flow time
  • Ensure lobby and driveway are well managed in accordance to activities and traffic patterns
  • Investigate on service failures followed by service recovery and corrective actions to prevent future occurrence
  • Recommend justify coordinate and implement hotel projects in relation to process improvements
  • Use Quality Management systems to monitor and improve speed of response time and review progress
  • Review and analyze trend in guests needs and recommend operational changes if needed to improve guest satisfaction and colleagues productivity
  • Develop departmental Reward & Recognition programme to recognize individuals and teams for exemplary behavior and outstanding achievements in department

• INVOLVEMENT AS A MEMBER OF THE HOTEL LEADERSHIP TEAM
  • Ensure cleanliness and appearance of lobby and related areas
  • Handson knowledge of computer hardware and software to manage systems and generate reports presentations and correspondence
  • Capable of planning defining coordination and managing a service delivery system utilizing human resources tools data and service standards
  • Interface the needs/requirements of other departments with: Housekeeping Engineering F&B service Security Finance T&C
  • Knowledge of Operations of group/convention activities and manpower planning
  • Knowledge of Quality Management systems
  • Knowledge of financial planning and budgeting
  • Provide a level of safety & security for arrival & departure of guests/visitors

Qualifications :

• Tertiary education or higher with equivalent and hotel related experienc
• Minimum 5 years experience in a mnagerial position in service industry preferably in Guest Services and/or Front Office
• English Language with knowledge of second language preferred
• Knowledge of Opera system and other related subsystems interfaced to the PABX and/or the hotels computer system
• Knowledge of Quality Management processes
• Ability to plan lead motivate and control
• Dynamic analytical and detailedoriented problem solving and counseling skills
• Responsive to continuous challenges and improvements and open to making changes to achieve targeted results
• Build partnerships with other departments to ensure that internal and external customers needs are satisfied promptly. Possesses leadership qualities
• Ability to motivate and direct colleagues to proactively meet and exceed guest expectations
• Focused in colleagues training and development human resource and performance management
• Leadership qualities to motivate and direct colleagues to proactively meet and exceed guest satisfaction

Remote Work :

No

Employment Type :

Fulltime