Director of Guest Service & Quality
Opportunity: Director of Guest Service & Quality
Company Overview
HHM Hotels is a distinguished and award-winning hotel management and investment company with a portfolio of independent Luxury and Lifestyle, Resorts, Premium Branded and Branded Select hotels spanning the United States and Canada. Our presence in major hospitality markets across the nation positions us as a premier manager of Marriott, Hilton, Hyatt, IHG, and Choice hotels.
We take pride in operating independent luxury and lifestyle hotels. Known for our adeptness, accountability, and entrepreneurial spirit, HHM Hotels delivers exceptional market-leading outcomes for a wide array of owners, including private equity firms, publicly traded companies, and family office investors.
Position Overview
The Director of Guest Service & Quality will strategically manage and maintain customer service and brand service standards across a diverseportfolio of hotels consisting of select service, full service and independent properties. Developingstrategies around each brand to improve portfolio scores.
Your Growth Path
Senior Director of Quality Assurance and Training
Your Focus
- Train, coach and support property leaders and associates, ensuring they perform in accordance with established brand or hotel standards and consistent with HHM core values.
- Monitor GSS results companywide and create Monthly and quarterly reports.
- Conduct weekly Guest Satisfaction Scores (GSS) calls to drive guest service culture at all levels including property appearance, guest satisfaction, associate performance and commitment to customers.
- Attend brand training updates for customer service and interpret brand data.
- Monitor brand service standard changes and ensure changes are implemented by hotel operations teams.
- Assist with, conduct and or ensure brand guest service training is routinely conducted by certified in house brand trainers.
- Assist in developing property specific GSS action improvement plans.
- Support Regional Vice Presidents and General Managers in developing and implementing their plan.
- Audit Hotels on GSS and Brand operating standards.
- Develop and assist GMs with GSS incentive plans.
- Conduct individual one on one associate service training as needed.
- Monitor TripAdvisor, Expedia and Booking.com rankings and report out Monthly/Quarterly
- Perform other duties as requested by management.
Your Background and Skills
- Bachelor’s degree in a related field.
- Experience in a quality or guest service role in the hospitality sector.
- Extensive experience with GSS measurements and reporting tools.
- Hotel operational experience.
- Travel to hotels to provide assistance in training
HHM Hotels Benefits and Perks
- Medical, Dental and Vision Health Insurance
- Paid Time Off
- 401k Company Match
- Free Basic Life Insurance
- Travel Discounts
- Quarterly Bonuses and Incentives
- Employee Assistance and Wellness Program
- Educational/Professional Development
- Technology Reimbursements
- Relocation assistance available if needed
Work Environment and Context
- Requires sitting for extended periods, use of hands and fingers to operate computers and keyboards.
- Regular travel Required.
What We Believe
People Are Our Capability – Hearts That Serve – Only Excellence – Stay Nimble - Own It
Acerca de HHM Hotels
An Industry Leader in Hospitality
HHM Hotels is the preferred operator to many sophisticated and institutional owners of hotel real estate, including public and private owners, across the United States and Canada. We are known for consistent outperformance in operating results, the stability of our managed portfolio and operating teams, and our unrelenting focus on people, processes, and technology. HHM Hotels is tireless in delivering results and working closely with our owners across a portfolio of 240 hotels and over $2BN in managed revenues in the United States and Canada.
MANAGEMENT
For the past 30 years, HHM Hotels has focused on building out specific and differentiated capabilities and technology to serve our owners and drive industry-leading results in the areas of revenue generation, cost management, service delivery, and associate development and retention. In particular, we have focused on developing proprietary data, processes, and business systems to drive advantage and maintain our unwavering focus on results across every aspect of our managed hotels.
INVESTMENT
HHM Hotels has a highly active and productive investment team that seeks to leverage our operating capabilities and market knowledge to source, underwrite, and introduce deals to our stable of industry-leading investment partners. We have helped put together dozens of related deals and focus carefully on potential operational efficiencies, brand or market repositioning opportunities, and other ways that we can find value through our extensive market knowledge, operating capabilities, and in-house legal, asset management, and risk management teams.
BRAND POSITIONING
Our experience with branded and independent hotels allows us to quickly determine the brand positioning within a local market to ensure the highest operational profitability. We understand the demands of hotel openings and rebranding because we’ve been on the ground to lead them, from Forbes Five-Star property openings and global product launches to corporate rebranding projects around the world.
