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Director of Guest Services

posted November 18, 2017

The Westin San Francisco Airport
Millbrae, CA
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Westin’s workplace culture is designed with the associate experience in mind. Here, associates are empowered to be at their best and to infuse a spirit of well-being into each guest experience ensuring guests leave feeling better than when they arrived.
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About This Job

Why Waterton?

Founded over a box of Pop-Tarts® in 1995 by David Schwartz and Peter Vilim, Waterton has grown from very humble beginnings with one phone and two desks to the successful, nationally recognized real estate investment and management firm it is today. As Waterton has evolved and grown, one thing has remained constant, the drive to achieve results by exceeding expectations.

Waterton’s values of Service Excellence, Empowerment, Integrity, Passion, Achievement and Teamwork are our guiding principles and they shape who Waterton is as an organization. When you join Waterton, you will learn new skills, acquire knowledge and use these values to help you grow in your career and fulfill your professional goals.

Waterton is committed to the service of our associates, residents, guests and investors and firmly believes that our superior ability to serve our customers differentiates us. We empower our associates to think and act like an owner and use our core values as guiding principles to serve our customers in a way that exceeds their expectations, going above and beyond to create the ultimate service experience or what we call Resitality!

 

Director of Guest Services

The front office is a fun, yet challenging role within the hotel, often the first and last point of contact within the hotel, the front desk has a huge impact on the overall guest experience. Because of the visibility of this role within the hotel, most guests will contact the front desk to resolve any questions or concerns they may have.  The Director of Guest Services needs to think quickly on their feet and be able to handle a multitude of situations that may arise. A "can-do" attitude is a necessity for this role. The Director of Guest Services must be able to multi-task and prioritize to ensure guest satisfaction; all with a positive, professional demeanor.

Additionally, the Director of Guest Services is responsible for overseeing Guest Service Managers, Guest Service Agents (Front Desk), Service Express Agents, Service Express Attendants, and the Door Attendants. This role includes scheduling, training, running pre-shift meetings, managing room inventory, communicating requests to other departments, making reservations, entering group room blocks and other duties as assigned. It will also oversee the department budget, payroll, associate counseling/disciplinary action and performance evaluations.

Participates in the development and implementation of strategies for overall Services, specifically Front Office, Service Express and Guest Services that support achievement of the hotel’s goals.

  • Develops and implements tools to increase associate satisfaction, as measured by the Associate Opinion Survey.
  • Participates in the preparation of the annual budget; monitors achievement of budget and takes corrective steps as appropriate.
  • Ensures seamless transition during shift changes by developing and implementing processes for shifts to communicate with one another.

To manage assigned shifts for the Front Office, Service Express and Door and by running the day-to-day operations. Creates the first impression by supervising the door, Service Express and front office areas.

Manages the operation of the Front Office and all Guest Services:

  • Works with all hotel staff to achieve the goals set for Customer Satisfaction scores.
  • Processes all guest complaints, and monitors guest satisfaction levels.
  • Ensures the Front Office Checklists are completed daily.
  • Controls room allowances.  This includes allowances for service deficiencies and hotel staff procedural errors.
  • Uses checkbook accounting to ensure that the Rooms Division profit is in line with budget and revenues.
  • Prepares and evaluates schedules using pre determined productivity guidelines.  Analyzes business forecasts and schedules accordingly.  Flexes this schedule as necessary, but maintains focus on department profit and overall productivity.
  • Plans and coordinates hotel housing activities by working closely with Sales, Catering, Housekeeping and Engineering departments.
  • Prepares and analyzes reports in order to develop an informative database for decision making and to communicate upcoming business throughout the hotel
  • Prioritizes and assigns work
  • Provides employees with the information needed to perform their job effectively.
  • Ensures that the front office staff consistently and effectively obtains comments from guests.

Understands and adheres to Brand Standards of Service and Operation as they apply to the Front Office and high-level customer service interactions.Ensures hotel is compliant with all brand standards as well as Ultima standard operating procedures.

  • Ensures front office staff is using the tools available to them in order to ensure the financial integrity of the hotel.  This includes following credit procedures and credit checks.
  • Ensures that the front office handles billing and cash in accordance with the hotel’s cash handling/bank policies.
  • Ensures that the front office staff understands the guest loyalty program and benefits of the program; including how to enroll guests, ensure credits are processed, and process in-hotel redemptions or redeem points.
  • Ensure that the front office staff understands the importance of recognizing loyalty program members; and benefits associated with the various levels.

Develops and implements strategies and practices which support employee engagement.

  • Uses the established training programs in the hotel.  Modifies these programs, as necessary.  This includes new hire training materials as well as the training calendar for continuing associates.
  • Holds Monthly Departmental Meetings for Guest Service, PBX Agents, Van/Bell, Club Lounge.
  • Orients employees to the department and hotel and provides on-the-job training on job responsibilities.
  • Provides feedback, coaching & counseling to the employee on performance of job responsibilities.
  • Uses the Performance Mangement process including annual performance reviews, goal setting and succession planning to continue associate engagement & development.

 

Qualifications

 

  • Minimum of three-five years experience supervising/managing preferably in a hotel environment
  • Previous experience managing numerous staff members, in various departments is required, preferably in a hotel environment.
  • College degree required, or equivalent work experience.
  • Must be able to speak, read, write and understand the primary language(s) used in the workplace.
  • Requires excellent communication skills, both verbal and written.
  • Most tasks are performed in a team environment with the employee acting as a team leader, must be able to work with minimal direct supervision.
  • Must possess basic computational ability and moderate computer skills including Outlook, Excel and Word.
  • Knowledge of computer accounting programs, math skills as well as budgetary analysis capabilities required.
  • Must be able to sit at a desk for up to 4 hours per day.  Walking and standing are required the rest of the working day.   Length of time of these tasks may vary from day to day and task to task.
  • Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis.
  • Must be able to lift up to 15 lbs. occasionally.
  • Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.
  • Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates.
  • Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
  • Requires manual dexterity to use and operate all necessary equipment.

Hospitality is a 24/7 industry therefore, candidates should be willing to work weekends and holidays as needed.

EOE - M/F/D/V/SO

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About This Employer

The Westin San Francisco Airport

1 Old Bayshore Highway

Millbrae, CA 94030

Telephone (650) 692-3500

Reservations (888) 627-8404

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The Westin San Francisco Airport Hotel

is located minutes from San Francisco International Airport and just over 14 miles from San Francisco’s bustling downtown, making it convenient for you to travel and explore the surrounding area. At Westin, we aim to have you feeling better when you leave than when you arrive, and our 397 soundproof guestrooms feature a variety of amenities to ensure a relaxing and rewarding stay. Keeping your unique needs in mind, our Millbrae hotel offers an indoor pool,WestinWORKOUT® Fitness Studio, high speed Internet access, and our irresistible Westin Heavenly Bed® and signature bedding.

Located in Millbrae, California, our SFO Airport hotel allows visitors to access the Bay Area with ease. Whether you are traveling for business or pleasure, The Westin SFO provides a convenient location for any traveler with close proximity to San Francisco International Airport and the city. We are happy to provide our guests with complimentary San Francisco airport shuttle service, making your travel to and from the airport as effortless as possible.

Known for its local fare, bustling city and unique culture, the City by the Bay has a charm all its own. In one of the world’s greatest natural settings, the Bay Area provides travelers with an exciting and varied mix of local attractions. Bike across the Golden Gate Bridge, explore Fisherman’s Wharf, catch a few rounds at Cypress Golf Course or simply experience the infamous B.A.R.T. You are only limited to the number of days you spend at our Millbrae hotel! Learn more about things to do in the Bay Area.