Director Guest Services - Boston
1 week ago
Job summary
The Director of Guest Services plays a critical leadership role in ensuring an exceptional guest experience that fosters satisfaction loyalty and repeat business.Responsibilities
Serve as a key liaison between Sales Housekeeping Engineering and operational teams including Guest Services Reservations Concierge Bell & Door and Retail/Gift Shop Manage the department's profit and loss P&L report on financial performance Ensure accurate timely effective communication across all levels of the department Recruit hire train schedule staffing levels appropriate to business needs Lead regularly scheduled department meetings share updates reinforce service standards promote a strong team culture Oversee room inventory management maintain availability integrity maximize occupancy revenue profitability Ensure accurate inventory management within Opera PMS systems internal platforms alignment rate occupancy strategies Participate Revenue Management recommend implement yield strategies ongoing basis Plan organize departmental operations weekly monthly Establish monitor continuously improve quality service standards Identify resolve operational staffing process challenges Anticipate future business needs plan staffing operational strategies accordingly Identify areas improvement delegate project assignments ensure timely completion Identify training opportunities coordinate departmental development initiatives Provide daily weekly monthly support Managers Supervisors Conduct one-on-one meetings managers team members appropriate Attend operational meetings ensure sharing relevant teams Communicate performance expectations priorities clearly consistently Maintain high visibility guests proactively assist service recovery Remain knowledgeable upcoming events Seaport District activities Provide progressive leadership challenge status quo drive continuous improvement Represent hotel professionalism demeanor attire Support follow Seaport sustainability guidelines initiatives Promote model organization Mission Purpose Values integral part daily operations Perform additional duties special projects assigned consistent scope roleJob description
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