Guest Services Director - Aspen Meadows Resort
Property Name:
Dolce - Aspen Meadows
Job Title 
Guest Services Director - Aspen Meadows Resort
Location: 
Colorado-Mountain Communities
Company Name: 
Wyndham Hotel Group
City: 
Aspen
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.

JOB SUMMARY

 

The Guest Services Director  is responsible for ensuring the operation of guest services, concierge, uniformed services/transportation, housekeeping and fitness center in an attentive, friendly, efficient and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy.

 

DUTIES & FUNCTIONS

 

Fundamental Requirements:

 

  • Respond to all guests requests, problems, complaints and/or accidents presented at the front desk or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner.
  • Follow up to ensure guest satisfaction.
  • Motivate and develop guest services associates according to Wyndham S.O.P.'s.
  • Manage the interviewing process of candidates for guest services positions and follow standards for hiring approvals.
    Write and deliver associate performance reviews in accordance with Wyndham standards.
  • Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily, i.e. flash report, allowances, etc.
  • Attend daily and monthly rooms meetings.
    Participate in required M.O.D. program as scheduled.
  • Work at front desk, concierge, and bell desk as appropriate.
  • Ensure that no-show revenue is maximized through consistent and accurate billing.
  • Maintain a professional working relationship and promote open lines of communication with managers, associates and other departments.
  • Operate all aspects of the guest services computer system, including software maintenance, report generation and analysis, and simple programming.
  • Monitor proper operation of the P.B.X. console and ensure that associates maintain Wyndham SOP's in its use.
  • Preparation of revenue and occupancy forecasting
  • Must maintain constant communication with housekeeping department
  • Ensure that associates are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other associates  
  • Establish and maintain key control system.
  • Focus the guest services department on their role in contributing to the guest service and audit scores.
  • Monitor all V.I.P.'s, special guests and requests.
  • Review daily guest services work and activity reports generated by Night Audit.
  • Be familiar with all Wyndham Rewards programs and offers.

 General Requirements:

 

  • 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.
  • Maintain regular attendance in compliance with Wyndham Hotel Group Standards, as required by scheduling, which will vary according to the needs of the hotel
  • 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 apply complex information, data, etc. from various sources to meet appropriate objectives
  • Must be able to cross-train in other hotel related areas.
  • Must be able to show initiative, including anticipating guest or operational needs.
  • Perform other duties as requested by management. 

Physical Requirements:

 

  • Flexible and long hours sometimes required.
  • Light work - Exerting up to 20 pounds of force occasionally, and/or up to10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
  • Ability to stand during entire shift.

 

 

 

QUALIFICATIONS & STANDARDS

 

Education and Experience:

 

  • At least 5 years of progressive experience in a hotel or related field; or a 2 year college degree and 3 or more years of related experience; or a 4 year college and at least 1 year of related experience.
  • Management experience required
  • Must be proficient in Windows, Company approved spreadsheets and word processing
  • Must have a valid driver's license from applicable state

 

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