Director of Guest Services
Hilton Philadelphia City Avenue
4200 City Avenue
Philadelphia,
PA
19131
Opportunity: Director of Guest Service
Lead and inspire the front office staff in creating flawless and personalized arrival, departure and other experiences for guests, while ensuring the department operates within the scope of the budget and well-defined service standards.
Potential Career Path
Assistant General Manager – General Manager - Area General Manager
Essential Job Functions
- Interview, select, train, schedule, coach, and support associates, ensuring they perform in accordance with established brand or hotel standards and consistent with HHM core values.
- Supervise assigned managers and provide guidance and leadership as needed to achieve the hotel’s performance objectives as it relates to the front office.
- Constantly monitor and communicate guest satisfaction scores to front office service professionals in an effort to achieve the highest guest satisfaction scores possible, correcting deficiencies while celebrating successes.
- Meticulously manage staffing levels in accordance with hotel budget and occupancy forecast, flexing schedules to obtain the right balance between guest satisfaction and efficient use of labor dollars.
- Review correspondence from guests and incident logs and direct staff to respond appropriately particularly as it relates to service recovery.
- Ensure front office staff complies with accounting controls and procedures when conducting guest transactions.
- Host daily manager pre-shift meetings to ensure the team is aligned around the day’s guest needs in terms of arrivals, departures or group needs.
- Actively participate in meetings related to budget, operations, associate relations, etc.
- As requested, assist with the development and administration of the annual budget.
- Review, submit for approval, and order capital budget items.
- Follow sustainability guidelines and practices related to HHM’s EarthView program.
- Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards.
- Perform other duties as requested by management.
Position Requirements
- Associate or Bachelor’s degree preferred.
- 5 to 10 years’ experience in similar type hotel, with a minimum of 3 years director level experience.
Work Environment and Context
- Work schedule varies and may include working on holidays and weekends.
- Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending and reaching, stooping, kneeling, or crouching.
What We Believe
People Are Our Capability – Hearts That Serve – Only Excellence – Stay Nimble - Own It
Acerca de Hilton Philadelphia City Avenue
Our hotel is across from the Bala Cynwyd Business District and three miles from the Please Touch Museum and shopping in Manayunk. Philadelphia Museum of Art, Pennsylvania Convention Center, and Independence National Historical Park are within a 15-minute drive. Enjoy skyline views.
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.
