Director - Guest Reception

JOB SUMMARY:

The Director of Guest Reception is responsible for overseeing the effectiveness of the Guest Reception and Concierge as it relates to operations at the hotel, as well, support Hotel Operations as needed. The Director of Guest Reception will be responsible for the general oversight of the hotel operations with focus on Guest Reception including the Concierge, Front Drive, Valet, Parking and PBX, ensuring a high level of personalized service is delivered to guest/patrons always.

JOB RESPONSIBILITIES:

• Liaise with guests, patrons, colleagues, and vendors, strengthening relationships with department heads while ensuring the provision of superior service levels for all amenities and services offered.
• Handle inquiries and opportunities in a timely and proactive manner, ensuring follow through and resolution.
• Maintain preparedness and initiate emergency procedures in collaboration with Security to protect all individuals and assets on property.
• Lead and oversee the general administration of the Front Drive, Front Desk, Concierge and PBX.
• Lead and execute the Guest Relations process at the hotel, personally welcoming guest inclusive of those with VIP designation.
• Conferring recognition of guests by gathering preference information and developing personal knowledge thereof, encouraging feedback and assisting with any special requests guests may have, disseminating pertinent information to necessary departments, and documenting information ascertained in guest’s profile.
• Personally, review the pre-arrival report; ensuring profiles are updated to current data entry standards, identifying key guests to initiate preparations to confer recognition.
• Oversee the daily shift briefing process for incoming colleagues, ensuring all colleagues on shift are familiar with VIP guests’ in-house/arriving/departing, any significant events on property, and any other pertinent information
• Assist in the audit of profile data entry standards inter and intra departmentally, with specific relation to the Front Office, Concierge and Room Reservations functions.
• Work cohesively in collaboration with the operations departments to ensure a smooth and opportunity free experience for all guests and patrons.
• Ensure that all required reports and data are accurate and submitted on time to relevant hotel offices, recommending and implementing changes as necessary.
• Participate in all regular and operational meetings, inclusive but not limited to the Morning Operation’s Meeting, Pre-Convention, and departmental meetings.
• Oversee and coordinate departmental administration inclusive of payroll and the dissemination of the daily according to hotel procedures. Oversee labor for the department and ensure completion of bi-weekly Payroll Reports
• Assist in the coordination, communication and planning for daily house activity and conference billing requirements inter and intra departmentally in collaboration with Accounting and Sales departments.
• Perform training functions including development, recognition, coaching, training, process observation, performance counseling, and performance review.
• Identify quality improvement trends, implement quality initiatives and effectively communicate to Senior Management, making appropriate recommendations to increase patron/guest satisfaction and bottom line profit generation.
• Monitor rooms’ inventory taking corrective action as necessary in coordination with Rooms Division and Revenue Management.

SKILLS AND EDUCATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required

• Must possess excellent interpersonal, analytical, and organizational skills
• Must have knowledge of basic arithmetic
• Excellent verbal and written communication skills, high level of attention to detail.
• Ability to build strong relationships with key departmental heads, interact and influence others at all levels of the organization.
• Self-confident, proactive and able to prioritize responsibilities to meet deadlines, enhancing hotel service levels.
• Ability to multi-task and coordinate activities both inter and intra departmentally, make decisions in the best interest of hotel, stand for long periods of time, work varying shifts based on business demands.
• Computer proficiency not limited to: MS Word, Excel, PowerPoint and Outlook.
• Must be able to sit at a desk, walk, and stand for up to eight (8) hours
• Must be able to occasionally lift up to 25 lbs.
• Must have finger dexterity to be able to operate office equipment such as computers, printers, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly and other office equipment as needed

QUALIFICATION:

Ability to perform essential job duties with or without reasonable accommodation and without posing a direct threat to the safety or health of employee or others. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Note: The responsibilities associated with this job could change from time to time in accordance with Hotel Californian’s business needs. As a team player, I may be required to perform additional and/or different responsibilities from those set forth above.