SUMMARY: Director of Guest Services is a working manager responsible for overseeing front desk operations attending to all guest assistance, check-ins, check-outs, parking lot support, and team member support as appropriate. Director is also responsible for ensuring documentation such as registration cards are provided to and completed by guests and address any balances owed for services or goods. Director of Guest Services works among and manages day-to-day activities by the staff they are scheduled with providing training, support, and guidance for all Supervisor and Associate level team members. The Director also must be able to manage business levels making sound decisions regarding break periods, delegations, guest complaints/service recovery, staffing adjustments for both current day and future dates as appropriate, and delegations received from department managers. The Director is expected to be capable of performing any and all functions of a Guest Service Supervisor or Associate. The Director must be able to effectively balance administrative responsibilities with front line support when needed. The Director of Guest Services is responsible for all operations for the front desk including future planning, staffing, morale, culture, purchasing of necessary items for the department to continue to operate with/minimal challenges.

Responsibilities

ESSENTIAL DUTIES AND RESPONSIBILITIES:  This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities as management may deem necessary from time to time. 

· Guest Assistance by phone or in person

· Check-ins

· Check-outs

· Payment collection

· Distribution of service calls to internal support departments as reported

· Sell add-on services or goods to guests

· Initial Service Recovery efforts as part of complaint resolution

· PBX operation

· Stocking supplies

· Cleaning work area

· Checking credit card transaction balances in the property management system and comparing those numbers to the merchant processor for accuracy

· Correcting transaction errors that have occurred within either the property management system or merchant processor

· Supervising team member activities

· Oversight on front desk operations

· Assisting supervisors and associates with their guests to ensure front desk activity is a seamless and enjoyable part of a guest’s experience.

· Manage time cards, performing any necessary corrections within a timely manner.

· Hire, coach, discipline, and terminate employees as needed.

· Track various incentive and retention programs that are utilized with the department as well as generating ideas that either improve existing or leads to the implementation of new programs that enhance a team member’s dedication to the success of the team, department, and company.

· Perform various administrative tasks to ensure departmental operation is orderly and successful.

· Act as the department head for front desk operations.

SUPERVISORY RESPONSIBILITIES: Directly supervises employees. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

EDUCATION and/or EXPERIENCE: Level 6

Bachelor's degree (B. A.) from a four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS: Level 5

Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to write speeches and articles for publication that conform to prescribed style and format. Ability to effectively present information to top management, public groups, and/or boards of directors.

MATHEMATICAL SKILLS: Level 3

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

REASONING ABILITY: Level 5

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

CERTIFICATES, LICENSES, REGISTRATIONS:

· Tennessee Driver’s License or ability to obtain one within 30 days of employment

QUALIFICATIONS:

· Strong leadership skills and ability to motivate people. 

· Requires good negotiation and listening skills.

· Ability to act independently with little supervision.

· Hands on manager, well organized, detail oriented, creative thinker. 

· Skilled in problem solving and staff training. 

· Efficiently handle multiple duties. 

· Requires the ability to operate various office equipment to include a computer, word processing, spreadsheets, voice mail, copier, fax, and calculator. 

· Requires a good understanding of company policies and procedures. 

· Working knowledge of resort amenities, room designs, and general golf knowledge.

· Ability to handle stressful situations

· Good attendance and punctual.

· Exhibits professionalism.

· Exhibits good grooming habits.

· Wears the proper uniform.

· Works efficiently.

· Follows all resort and office policies and standard operating procedures.

· Conducts themselves in a professional manner with a positive attitude.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Activities:

· Regularly sit.

· Frequently stand, walk, use hands to finger, handle or feel, reach with hands and arms, talk or hear.

Lifting Activities:

· While performing the duties of this job, the employee is required to:

o Occasionally lift up to 10 and 25 pounds.

Vision Requirements: Close vision and Peripheral vision

WORK ENVIRONMENT:

· Occasionally work in wet or humid conditions (non-weather) and outdoor weather conditions.

Noise Levels: Moderate