Full-time employment benefits include:

• Paid Time-Off (PTO)
• Holiday Pay
• Medical, Dental, and Vision coverage options.
• $25k Life Insurance (employer sponsored).
• Dry cleaning

We also provide all employees with:

• Sick-Pay (up to 72 hours per calendar year)
• 401k plan option with employer dollar-for-dollar match up to 5% of total eligible income.
• Pet insurance option.
• On-site parking.
• Public transportation cost reimbursement
• Alternative modes of transportation pay for walking, biking, or carpooling to work!

This position is responsible for leading, supervising, and managing the operation of the Guest Service departments: Front Desk, Bell, Night Audit, and Concierge for the hotel. Values all guests with personable service prior to and throughout their stay, while maximizing room revenue and occupancy. This leadership position is responsible for championing the company’s mission statement, core values, and business model while promoting diversity and fostering a fair and compassionate work environment.

ESSENTIAL DUTIES:

• Manage and respond to Guest feedback through the Revinate Guest Survey Platform and effectively communicate guests’ needs to the Hotel to achieve desired customer satisfaction rating.
• Manage and respond to MOD Reports and effectively communicate the report’s issues to the Hotel Management Team.
• Manage and respond to specific social media Channels including to TripAdvisor, Google Reviews, and Yelp to maintain desired rankings.
• Maintain proper staffing levels throughout the Guest Service Department. Keeping labor within budget guidelines as well as having a staffing contingency plan at all times.
• Mentor and develop Front Office Manager, Assistant Front Office Manager and Guest Services Supervisor.
• Manage and direct using corrective discipline procedures in accordance to hotel SOPs and Employee Handbook.
• Maintain a positive working environment within Guest Services which will be measured by the yearly Employee Engagement Survey.
• Oversee and manage Monthly Department Team Member Meetings.
• Hold regularly scheduled One on One meetings with Guest Services Managers and Supervisors.
• Meet monthly with the General Manager to report on project progress.
• Protect and maintain hotel assets within the Guest Services Department such as but not limited to iPhones, iTouches, radios and laptops.
• Ensure all proper Accounting Procedures are followed as set forth in hotel SOPs and Employee Handbook.
• Follow and enforce all Shore Hotel SOPs and Employee Handbook guidelines.
• Other tasks and duties as required.

ESSENTIAL JOB QUALIFICATIONS & COMPENTENCIES:

Proven success in the following job competencies:

• Honesty; has honest, direct, and factual communication and actions with internal and external customers.
• Collaboration; proactive in building supporting, nurturing, and service-oriented relationships with employees; works collaboratively to resolve problems and enhance productivity; Remains open to others' ideas and tries new things.
• Integrity & Loyalty; conducts self with high level of ethics and makes decisions with honest intentions that are in the best interest of the company and employees. Keeps commitments; inspires the trust of others; Works with a high level of integrity and ethically; Upholds organizational values.
• Humble; conducts self and treats all employees with respect; without arrogance, degradation, or coercion; treats all employees with equal regardless of position/status.
• Innovation; constantly searches for best practices in technology, services, and procedures. Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas.
• Analytical: Highly detail-oriented, proficient with managing, editing, analyzing large volumes of complex numerical data.
• Flexible; considers others point of view to find the best solution for customer and company; proven ability to be flexible and adapt to change; adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays.
• Problem Solving: Uses a professional, neutral/unbiased, and highly diplomatic inter-personal approach.
• Interpersonal: Customer focused and effective relationship-building skills; ability to effectively interact with all employee levels; frontline, Managers, Directors, Executives;
• Diversity: Strong commitment to diversity and equality in a company culture.
• Communication: Strong communication (verbal and written) and presentation skills.
• Multi-Tasking: Ability to operate under pressure in a fast paced environment; able to deliver effective results, meet tight deadlines and targets.

EXPERIENCE:

• At least 5 years of progressive experience in a hotel as a Department Manager; or a 2 or 4-year college degree and 3 or more years of related experience as a Director of Guest Services.
• Hotel experience is required.
• Supervisory experience is a must for a similar hotel property.
• Must be proficient in Microsoft Word, Excel, PowerPoint, and Outlook. Experience in Opera and HOTSOS is helpful.

EDUCATION:

• Bachelor’s degree in business, management, or hospitality or related field or equivalent of 5 years relevant work experience required.

WORKING CONDITIONS & PHYSICAL WORK DEMANDS:

• Able to sit and work at a computer keyboard for extended periods of time.
• Able to stoop, kneel, bend at the waist and reach on a daily basis.
• Able to lift and move up to 20 pounds occasionally.
• Regular and on-time attendance is critical.
• Hours occasionally exceed 40 hours per week.
• Ability to stand during shifts

OTHER:

• Other duties as assigned.

Note: 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 and is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with this job.

Our post-offer background check process includes a background check (HireRight) and a drug-screen.

We participate in E-Verify.

We are an Equal Opportunity Employer.