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Guest Services Director

posted November 16, 2017

The Spectator Hotel
Charleston, SC
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Seeking an energetic, customer service oriented individual to lead the successful operation of our Guest Services Department for two luxury, boutique hotels!
633146 l

About This Job

Charleston, SC – The Guest Services Director is responsible the successful operation of our Guest Services Department for two luxury boutique hotels (91 total rooms)

Responsibilities Include

  • Leading and inspiring staff to perform at the highest standards of  luxury service, in line with standards comparable to AAA 5 diamond and Forbes 5 stars
  • Developing and fostering a strong orientation toward customer service and quality by expanding and improving service quality throughout both hotels
  • Responsible for the overall direction, coordination, and evaluation  of all areas of the Guest Services Department including interviewing, hiring, training, staffing, assigning, and directing work, addressing complaints, and resolving service issues
  • Monitoring and review of Quality Standards for the Department
  • Analyzing multiple channels of guest and quality assurance feedback, communicating them to the team and taking corrective actions
  • Maintaining open lines of communication, delegating  responsibilities, working with other related departments and reporting to senior management
  • Working closely with management throughout the hotel and the Company
  • Impressing guests with quality and timeliness of service, in a pleasant and friendly manner
  • Actively promoting a work environment which genuinely cares for guests and associates alike
  • Creating strategies to reduce costs and maximize productivity without reduction of consistency and Quality Standards
  • Effectively communicating and enforcing company rules and regulations
  • This position directly manages assigned staff and indirectly manages all subordinates
  • This position reports directly to the Hotel Manager

Requirements

  • Three to four years hotel experience required; Luxury hotel experience strongly preferred.
  • At least two years of managerial experience required
  • Proficient in MS Office and adaptable/flexible in technical learning ability of hotel related systems
  • Prior experience in RoomKey PMS, Dollars on the Net, Shift 4 are preferred
  • Flexible schedule is required and must be willing to work nights, weekends, holidays, and other dates that meet the demands of a luxury hotel environment
  • Excellent verbal and written English language skills required
  • Strength in organizational, administrative, and time management skills
  • Strong leadership skills
  • Performance driven, assertive, self-motivator, and hardworking
  • Move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance
  • Perform other reasonable job duties as requested by Supervisor as  this job description is not an exclusive or exhaustive list of all job functions
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About This Employer

The Spectator Hotel

67 State Street

Charleston, SC 29401

Telephone (843) 724-4326

Reservations (843) 724-4326

41 Room Hotel

thespectatorhotel.com

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The Spectator Hotel is Charleston’s high-design, distinct boutique hotel for the well-heeled traveler locatedin Charleston’s charming Historic District featuring 41 bright, residential-style rooms.

The inspiration for The Spectator has multiple ties to Charleston’s rich history. The Spectator represents an elegance that was also found in the bustling French Quarter and Market Street districts where the hotel is located, making it a fitting name for one of the Holy City’s premier hotels – a place to see and be seen.

Recently named the No. 1 City Hotel in the Continental U.S. in the Travel + Leisure World’s Best Awards, The Spectator is a distinct boutique hotel for the well-heeled traveler. Inspired by the spirit of the Roaring Twenties, and designed with Art Deco meets Southern Charm, The Spectator enchants guests from the moment they enter with its personality mixing the best of the captivating charm of the Southern belle, the flair of the flapper, and the elegance of the socialite. The robust selection of complimentary amenities includes personal butler service, artisanal in-room breakfast, specialty welcome cocktails and a nightly cordial at turndown. The Spectator’s bar is a destination in itself, serving seasonal hand-crafted specialty cocktails using local ingredients and flavors in a Prohibition-era setting.