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DATE ADDED: Thu 27/09/2018

Director Of Guest Services

Denver, USA


Job Description

The Director of Guest Services is responsible for the efficient operation of the Front Office, The Lodge, Aspire, Overlook Condominiums, PBX, Front Desk, Concierges, Bell Services and the Welcome Gate.

The Director must have the skill set to perform the various functions at the Front Office to aid in the efficacy of the operation.

    • Ensuring

      • room blocks are solid, changing as necessary and communicating changes

      • guests are greeted with warmth and a genuine interest in serving them

      • telephones are being answered promptly

      • daily check lists are adhered to

      • banks are accurate

      • associate’s attire is appropriate

      • cleanliness and organization of the Front Office

      • resumes are updated

      • reader boards are accurate

      • lobby cleanliness

        Each guest connection must be memorable and problem resolution handled with immediate care and concern not only for the guest but also for the reputation of the hotel. Key to excellent world-class service is the ability to anticipate and proactively approach potential needs or concerns.

        There must be constant communication and open channels with other departments, coordinating efforts with Housekeeping, Engineering, Sales, Catering and Convention Services, Banquets, Special Events, Tours and Human Resources.

The Director of Guest Services must represent the finest that a luxury hotel has to offer, being visible to the guests and staff, “hosting” the front of the house with a presence that indicates they are the authority figure, and without question, representing the hotel’s management.

  • Daily “walking” of the facility and communicating with Housekeeping, Engineering and Landscaping regarding special needs or repairs/maintenance
  • Ensure all staff is aware of details and execute flawlessly as directed by Group Resumes, Event Orders and/or requests from Catering, Conference Services, Wedding Services, etc.
    • Follow up on all deliveries, special requests, amenities and VIP accommodations
    • Fulfill requests for Catering clients, i.e., designated parking, escorting attendees to events, etc.

  • Arrange for and/or meet and greet all designated VIPs

  • Respond to all guest on line comments, posts and social media, with appropriate follow up with any staff mentioned

  • Constant positive reinforcement with the staff on luxury guest service standards

  • Effectively schedule and administrate staff schedules and payroll

    • Attend various meetings throughout the week; daily line up, managers weekly, resume review and ad hoc

    • Ensure staff is aware of, scheduled and attend training sessions

  • Conscientiously coach and counsel staff

  • Ensure the staff has the tools, supplies and resources available to complete their tasks


Job Requirements:

The ideal candidate will have luxury hotel/resort management experience, preferably in a four to five star facility. They must have exceptional communication skills, and a passion for delivering excellent service.

  • Minimum of five years hospitality management experience

  • Ability to perform job functions with attention to detail, speed and accuracy

  • Have a highly developed sense of protocol, good manners, professionalism in appearance and speech.

    • Must have the ability to communicate clearly and directly with guests using a positive, clear speaking voice and well-written correspondence

    • Must respond to all written correspondence within 24 hours

    • Must respond to all voicemails or calls on the same day

  • Must be willing to work a varied schedule that includes evenings, nights, and weekends

  • Ability to handle, carry and/or lift items weighing up to 75 pounds

  • Ability to stand, walk, and move around during entire shift

  • Must have a valid alcohol awareness certification or be capable of obtaining certification


Company Description
Known for its old world charm, The Stanley Hotel boasts spectacular views in every direction and is less than six miles from Rocky Mountain National Park. Listed on the National Register of Historic Places and member of Historic Hotels of America, the 202-room Stanley Hotel continues its rich tradition of offering the finest service and amenities in beautiful Estes Park, CO.

Role: Director of Guest Services
Job Type:
Location: Denver,

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