Job Details
**Director of Guest Services - Sir Francis Drake Hotel**
**Opportunity Summary:**
The Sir Francis Drake hotel has been a San Francisco icon and social beacon since its 1928 debut. The hotel is poised to reclaim its once and future legendary status when it reopens early 2022. Join a handpicked management team of hospitality history makers and play a key role in this historic transformation and re-opening.
The Director of Guest Services will manage the Guest Services Division, while honoring the hotel's storied past yet make it better than ever for staff, guests, and San Franciscans alike. As Cable Cars again rumble past the front door, revamped rooms and celebrated public spaces will emerge within. Above, the Starlite Room will again shine and become an "anchor in the sky" drawing people from street to star. Here is your once-in-a-generation opportunity to be part of creating a new social circle on Union Square, luring people to the heart of The City, where history is forever starting now.
Job Summary:
The Director of Guest Services manages all Front Office operations to ensure outstanding guest service and financial profitability. Responsible for providing strategic direction and managing the entire Guest Services Rooms Division to ensure smooth operation of all systems and services and financial profitability. Building and managing teams effectively to facilitate communication and teamwork will ensure success in this role.
Responsibilities:
* Manages all Guest Services operations (including arrival, departure, room inventory and availability, bell and door operations) Responsible for planning department goals and directing team members to achieve results. Provides guidance and direction to ensure overall departmental success
* Participates in the hiring process by interviewing potential team members and selecting those that best meet staffing needs. Ensures staff receives any required training or attends mandatory meetings.
* Monitors and develops team member performance to include, but not limited to, providing supervision, scheduling, conducting counseling and evaluations and delivering recognition and reward.
* Monitors and assesses service and satisfaction trends, evaluates and addresses issues and makes improvements accordingly.
* Proactively address and monitor guest feedback through survey management system Revinate, providing relevant feedback and actions taken in ticket system. Daily monitoring of TripAdvisor.
* Initiates and implements up-selling techniques to promote services and facilities to maximize room occupancy and overall revenue.
* Ensures team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events. Ensures staff is kept informed about policies and procedures.
* Resolves customer complaints and anticipates potential problems by reviewing and monitoring complaints, operational issues, business flow and team member performance to ensure high levels of customer satisfaction and quality. Notifies Management and/or Security of all unusual events, circumstances, missing items, or alleged theft.
* Ensures guests receive outstanding, consistent, exceptional service by circulating through each area of responsibility.
* Ensures VIPs receive appropriate amenities and services. Seeks opportunities to improve and enhance the guest experience and immediately handles any guest concerns or complaints. Takes corrective action as needed.
* Responds to guest inquiries and coordinates special arrangements and requests. Effectively deals with internal and external customers, some of whom may require a high level of patience, tact and diplomacy to defuse anger.
* Maximizes hotel revenue through upsell program, managing sell-out efficiency working with the sales and revenue department.
* Collaborate and develop a strong working relationship with the Director of Housekeeping to ensure room completion timeliness is achieved in an effective manner.
* Communicates with other property staff and departments to fulfill guest needs and satisfy all special VIP and Group requests. Monitors SOPs to ensure consistent exceptional service is provided. Assists in developing and updating policies and procedures. Participates in weekly meeting with Management Team to ensure weekly goals, challenges, and service standards are met.
Required Skills/Abilities:
* Excellent verbal and written communication skills.
* Excellent interpersonal and negotiation skills to strive in a team environment.
* Excellent organizational skills and attention to detail.
* Excellent time management skills with a proven ability to meet deadlines.
* Exceptional collaboration with other departments in the hotel.
* Strong analytical and problem-solving skills.
* Strong supervisory and leadership skills.
* Ability to adapt to the needs of the organization and employees.
* Ability to prioritize tasks and to delegate them when appropriate.
* Knowledge of Opera Cloud PMS and HotSOS a plus.
Education and Experience:
* High School Diploma or equivalent
* least five (5) years of Hotel Sales management experience required.
* Lifestyle / luxury hotel experience required, opening experience a plus.
* CA / San Francisco experience preferred.
* San Francisco Local 2 Union experience / knowledge preferred.
Physical Requirements:
* While performing the duties of this job, the employee is regularly required to bend, push, pull, standing for long periods of time, walk, talk, or hear.
* Frequently required to use hands to finger, handle, or feel objects, or telephone
* Long hours sometimes required to include weekends and holidays
* Medium work - exerting up to 20 pounds of force occasionally, and/or up to 5-10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects
Company Benefits:
Medical/Dental/Vision Insurance
Paid Holidays
Paid Time Off
Commuter assistance
401(k) with company match
Life Insurance
Paid Sick Leave
Employee Assistance Program
Employee Recognition
Employee Referral Incentive program
EOE: *Northview Hotel Group is an equal opportunity employer committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on any characteristic as outlined by federal, state, or local laws*
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