Assistant Director of Guest Services
Property Name:
Silverado Resort & Spa
Job Title 
Assistant Director of Guest Services
Location: 
California-Napa/Sonoma
Company Name: 
Wyndham Hotel Group
City: 
Napa
Work Permit: 
Applicants who do not already have legal permission to work in the United States will not be considered.
Management Position: 
No
Accommodation: 
No
Wyndham Hotel Group is the world's largest and most diverse hotel company with approximately 7,410 hotels worldwide. With iconic brands and hotel choices in every category from upscale to economy, we offer not only the most lodging choices around the world but also exceptional customer service and great value.

Join the Silverado Family!

 

Silverado Resort and Spa is seeking for qualified and motivated candidates for the position of Assistant Director of Guest Services. Imagine belonging to a team that delivers the gold standard of a luxurious and relaxing stay in the Napa Valley. Join a passionate group of people whose job is to deliver extraordinary customer service at one of the most beautiful resorts in Northern California.

 

The Assistant Director of Guest Services is responsible for:

1. Responsible for overseeing the daily operation of the Guest Service Department: Foster and maintain positive relations with owners, guests, HOA and all operational departments; Provide superior guest service, assistance, and resolution via written, phone and direct face-to-face communication in response to guest related situations; Evaluate guest and associate survey data and develop processes to increase guest experience and associate satisfaction (30% time)

2. Maintain positive customer and associate relationships: Hire, train, motivate, recognize, coach and develop guest service associates through implementation of incentives and training plans; Ensure proper staffing and scheduling for maximum productivity; control payroll costs to achieve maximum profitability; Communicate priorities to staff through daily and weekly meetings (20% time)

3. Responsible for guest service expectations: Coordinate and verify guest reservation information; Manage strict room inventory to achieve highest possible room occupancy percentage; Manage guest accounts to ensure correct rates are being applied, appropriate rate authorization is obtained where necessary, and a method of payment is being received; Review incoming groups to ensure all blocking needs and front office requirements are met and relay information to appropriate staff (20% time)

4. Supports audit Standards: Own and manage the Internal Audit process; Ensure departmental compliance with Quality Assurance, Loss Prevention and safety standards procedures (15% time)

5. Manage and support all financial aspects of the department: Prepare annual department budget by identifying areas of cost reductions, operational improvements, explanation of variances and analysis of expense data; Maintains cost control and appearance of retail inventory; other duties as assigned (10% time)

6. Performs other duties as needed. (5% time)

 

As part of the Guest Services team, you will join other associates that value hard work and pride themselves in making every single event an unforgettable one for our guests and their loved ones.

 

Our team is:

• Dedicated to exceeding service standards and providing services of the highest caliber.

• Able to work/collaborate together and communicate effectively with guests and associates at all levels of the organization.

 

OUR MISSION: Only at Silverado Resort and Spa will you find a captivating place that must be experienced, where tradition and history are honored and modern day luxury is delivered.  We create unforgettable moments for every single member, every single guest, one story at a time.

 

Silverado Resort and Spa offers a competitive salary and benefits package.

 

Apply now!

·          Maintain a warm and friendly demeanor at all times.

·          Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.

·          Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.

·          Must be able to multitask and prioritize departmental functions to meet deadlines.

·          Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.

·          Attend all hotel required meetings and trainings.

·          Participate in M.O.D. coverage as required.

·          Maintain regular attendance in compliance with Wyndham Hotel Group Standards, as required by scheduling, which will vary according to the needs of the hotel.

·          Maintain high standards of personal appearance and grooming, which include wearing nametags.

·          Comply with Wyndham Hotel Group Standards and regulations to encourage safe and efficient hotel operations.

·          Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.

·          Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.

·          Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.

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