Assistant Director Of Guest Services

Overview

 

Directly manage the Guests Services department by providing supervision, training, scheduling and evaluating of performances of the Concierge team, ensuring that all procedures are performed to the hotel's standards. Focus on pre-arrival coordination with all guests and VIPs.  Secondarily, work closely with LAZ operation in Bell & Valet to ensure an efficient operation that provides service at a high level.  Elevate departments in all aspects of service as part of ongoing quest to achieve five stars with Forbes. Where necessary, performs the daily responsibilities of Associates within purview.

 

SUPERVISES: Guest Services: Concierge, Porter, & Valet

Responsibilities

• Implement and upkeep pre-arrival coordination for all guests with special accommodation for VIPs, including:
  • Home Owner Services (in rental program)
  • Inspirato
  • Leisure Sales
  • Sales
• Identify appropriate system, roll-out and maintain CRM for VIP guest preferences.
• Access all functions of the computer systems: Opera, HotSOS, Alice, OpenTable, FareHarbor, Zingle, Intelity, and others.
• Closely monitor Revinate, create tickets for response internally and ensure that follow-up is occurring in a timely manner.
• Oversee all aspects of the Lexus Drive experience.
• Ensure all VIPs are assigned an appropriate and individualized amenity.
• Facilitate guest requests to send mail, packaging items guest if need be.
• Focus on creating systems within the Porter team for luggage storage, drop procedures, bag pulls and all group requests.
• Creating ability to check-in priority guests at the Experience Center and rolling out the elevated offering in all aspects of communication and execution.
• Attend pre-cons regularly.
• Act as Coordinator for Group requests that include Porter and Transportation services. Represent Valet as needed.
• Assist and support Home Owner services as needed.
• Maintain complete knowledge of and comply with all departmental policies, service procedures, and standards.
• Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Maintain complete knowledge at all times of:
  • All hotel features/services, hours of operation.
  • All room types, numbers, layout, decor, appointments and location.
  • All room rates, special packages and promotions.
  • Daily house count and expected arrivals/departures.
  • Room availability status for any given day.
  • Scheduled in-house group activities, locations and times.
  • All hotel and departmental policies and procedures. 
• Answer department telephone by third ring, using correct greeting and telephone etiquette.
• Establish par levels for supplies and equipment. Complete requisitions to replenish shortages or additional items needed for the anticipated business.
• Ensure that current information on rates, packages and promotions are available at Concierge and that all staff is knowledgeable on such.
• Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
• Monitor revenues derived from telephone, garage and sundries. Track actuals against budget.
• Monitor expenses (telephone, cost of sales, supplies, T/A commissions and labor). Track actuals against budget.
• Prepare and adjust weekly work schedules in accordance with staffing guidelines and labor forecasts.
• Ensure that staff report to work as scheduled. Document any late or absent employees.
• Coordinate breaks for staff.
• Assign work duties to staff.
• Conduct pre-shift meeting with staff and review all information pertinent to the day's business.
  • Inspect grooming and attire of staff; rectify any deficiencies.
  • Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.
• Constantly monitor staff performance in all phases of service and job functions. rectify any deficiencies with respective personnel to include Front Desk staff, Bell/Door staff, PBX staff, Reservations staff, and Concierge staff.
• Monitor the hotel front entrance and resolve any congested situations.
• Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
• Monitor communication logs and ensure that guest requests are followed up within a reasonable time ensuring guest follow-up at all times.
• Monitor safe deposit box procedures with Lexus keys and guest valuables.
• Monitor guest mail and ensure that it is processed according to procedures.
• Monitor and ensure that express check-outs are processed through the system.
• Monitor the staffs' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
• Assist staff with their job functions to ensure optimum service to guests.
• Observe guest reactions and confer frequently with staff to ensure guest satisfaction.
• Assist guests with reports of lost/stolen articles, following hotel policy.
• Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.
• Ensure security of Guest room access.
• Information on arrival report; rectify any deficiencies with respective personnel.
• Ensure that all VIPs are pre-registered according to standards. Monitor VIP arrivals; greet and escort them to their room.
• Work closely with Housekeeping management to ensure accurate status of each room, readiness of rooms for check-in and to report guest concerns.
• Review resumes for arriving group.
• Coordinate delivery time of amenities with Room Service, ensuring timely delivery.
• Review requests for late check-outs and approve according to occupancy. Communicate this information to Housekeeping.
• Review transportation request forms and chart information on booking calendar. Ensure that all pick-ups have room reservations and that all departures are still in-house; reconfirm departure times with in-house guests.
• Double-check room inspections for VIP guests.
• Ensure all closing duties for staff are completed before staff sign out.
• Conduct a formal training program on the required job functions with criterion expected and department orientation with new hires. Conduct ongoing training with existing staff.
• Provide feedback to staff on their performance. Handle disciplinary problems and counsel employees.
• Foster and promote a cooperative working climate, maximizing productivity and employee morale.
• Prepare and submit daily/weekly payroll records.
• Complete work orders for maintenance repairs and submit to Engineering. Contact Engineering directly for urgent repairs.
• Document pertinent information in department log book.
• Complete all paperwork and closing duties.
• Review status of assignments and any follow-up action with on-coming Supervisor.
• Assist the front desk and concierge when needed.
• Recruit aggressively to fill needed positions.
• Recognize and appreciate team members consistently.

Additional Duties & Responsibilities:

• Complete and direct scheduled inventories.
• Prepare weekly forecast of revenues and labor costs.
• Conduct quarterly departmental meetings.
• Attend designated meetings.
• Complete departmental filing.
• Provide guest room tours.
• Assist the Director of Rooms with preparation of annual forecasts and rooms budget.
• Follow up on assignments given by Director of Rooms.
• Act as a Mod when required.

Qualifications

• Ability to communicate, both verbally and written, effectively with guests, vendors and co-workers.
• Strong organization, motivation, and interpersonal skills.
• Critical thinking, problem solving, judgement and decision making abilities.
• Strong verbal and written communication skills. Fluent in multiple languages is highly preferred.
• Detailed oriented and strong organizational and multi-tasking skills.
• Ability to effectively cope with change, handle risk and uncertainty comfortably, ability to shift gears at a moment's notice while being composed under pressure. Does not show frustration when dealing with upset guests or associates.
• Relates to all types of people - up, down, and sideways, inside and out the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can defuse even high-tension situations comfortably.
• Genuinely cares about people, demonstrates real empathy and the joys and pains of others.
• Professional and appropriate business appearance and demeanor aligned with the Terranea brand, culture and grooming policy.
• Flexibility to meet the demands of a 24-hour operation. Due to the nature of the hospitality industry, associates may be required to work varying schedules, including holidays and weekends to accommodate the business and demands of the property.
• High school graduate or equivalent vocational training certificate, college degree.
• Previous experience with cash handling.
• Three to five years of experience as a Guest Service or Front Desk Manager, preferably in a 4-5 diamond/star style hotel.
• Fluency in English both verbal and non-verbal.
• Compute basic arithmetic.
• Familiarity with yield management and cost controls.
• Ability to:
  • Perform job functions with attention to detail, speed and accuracy.
  • Prioritize and organize.
  • Be a clear thinker, remaining calm and resolving problems using good judgment.
  • Follow directions thoroughly.
  • Understand guest's service needs.
  • Work cohesively with co-workers as part of a team.
  • Work with minimal supervision.
  • Maintain confidentiality of Guest information and pertinent hotel data.
  • Ascertain departmental training needs and provide such training.
  • Direct performance of staff and follow up with corrections when needed.
  • Input and access information in the property management system/computers/point of sales system.
  • Valid CA driver's license with a clean driving record.

• Desirable:
  • College degree.
  • Certification in CPR.
  • Ability to suggestively sell.
  • Previous guest relations training.
  • Experience using Opera.

 

Compensation

Base Pay Start Rate: $85,000 - $90,000/yr.

 

We offer a competitive benefit package for full-time, regular team members that includes:  group medical, dental, vision, life, disability benefits, and an employee assistance program. We have paid time off/sick time and are proud to offer participation in a 401(k) plan with a company match! 

 

We also offer great perks such as, Team Member Rates at CoralTree properties, Complimentary Room Night Program for both you and your immediate family members, complimentary monthly golf, discounts at our retail, spa, and dining outlets. 

 

#Terranea

Employment Type: FULL_TIME