Director of Guest Services

Sofitel Philadelphia at Rittenhouse Square
Philadelphia, PA

A property of: Accor North America Posted 19 days ago

SAVE

First impressions are lasting impressions!

We are seeking a qualified, service-minded leader for our outstanding Guest Services team.

Director of Guest Services

What’s in it for you:

  • Unlimited career development opportunities, both nationally and internationally.   The sky is your limit!
  • Make your mark, by being part of a high performing team which supports and inspires you to reach your highest potential
  • Give back through our Corporate Social Responsibility activities and local community based philanthropy.

What you will be doing:

  • Manage the team and leaders during the daily Operations and management of the Front Office and the team during your assigned shift.
  • Coach, lead, guide and direct the Guest Service managers and team to include Front Desk, Bell-desk, Concierge and One Touch.
  • Provide managerial support to other Rooms Division Leaders in daily operational duties.
  • Consistently offer friendly, engaging and a service culture that contributes positively to the Brand’s Vision and Mission.
  • Ensure appropriate staffing levels of the Front Office team and make changes where necessary to meet forecasted business volumes.
  • Manage ALL loyalty programs and guest recognition programs including the ALL Upsell programs.
  • Assist in creating schedules based on business demand and forecasts. 
  • Maintain employee morale and create programs to reward and maintain engagement in your team.
  • Recruit, train, provide feedback, and coach the Guest Service team whenever necessary.
  • Promote and lead a service driven, results driven work environment with effective SOP (Standard Operating Procedures) to drive up Guest Satisfaction scores.
  • Provide support both on the floor and in assisting with office duties, paperwork and attending interdepartmental meetings
Qualifications

Your experience and skills include:

  • A passion for everything Guest Service and luxury customer service.
  • Minimum of 4 years of previous Guest Service/Front Desk management experience in a luxury hotel setting preffered.
  • Knowledge of Opera Property Management System is an asset.
  • Excellent communication, organizational and problem-solving skills that allow you to lead and manage the Guest Services team effectively.
  • An ability to work under pressure while maintaining a sense of poise and professionalism. 
  • A can-do, positive attitude that enables, empowers and inspires others
  • An ability to naturally engage with guests and show empathy; have genuine care and concern for both the well-being of our guests and fellow team members
  • A desire to learn and grow and a fast paced, challenging, exciting environment
  • Computer proficiency in a Windows environment (Word, Excel, PowerPoint).
Additional Information

Our commitment to Diversity & Inclusion:

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Sofitel Philadelphia at Rittenhouse Square

Sofitel Philadelphia blends French elegance with American style providing a refined environment for upscale business and leisure travel in the city center just minutes from historic attractions.

This sophisticated downtown hotel is conveniently situated near the Kimmel Center and Rodin Museum. Delight in the architectural highlights of the hotel, such as a geometric lobby floor design inspired by Shaker quilts and crafted from seven types of stone. Then explore art and culture nearby at impressive exhibits including The Barnes Foundation's world-class art collection. Guests of our pet friendly hotel will appreciate our stylish accommodations.Select from 306 elegant rooms on 14 floors including 67 luxurious suites all featuring Sofitel's luxurious feathertop and duvet sleep system - SoBed.

Discover fine dining with the delicious cuisine of Liberte Urban Chic Lounge, a stylish restaurant and bar that brings back a bygone era with contemporary French-inspired food served in one of the city's loveliest settings.

Address 120 South 17th Street, Philadelphia, PA 19103
Property Type Hotel
# Jobs 27
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