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.
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
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
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
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
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