Director of Guest Services

Job description

Location: The Lexington New York The Director of Guest Services is responsible for ensuring the operation of the Guest Services in an attentive, friendly, efficient and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy. Responsibilities: •Respond to all guests' requests, problems, complaints and/or accidents presented at the Front Desk or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction. •Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily, i.e. flash report, allowances, etc. •Utilize interpersonal and communication skills to lead, influence, and encourage others •Demonstrate sound financial and business decision making •Demonstrate honesty and integrity, led by example •Ensure recognition of team members is taking place across areas of responsibility •Communicate performance expectations in accordance with job descriptions for each position and m...