What are the responsibilities and job description for the Director of Guest Services position at Choice Hotels?

Choice Hotels International, Inc (NYSE : CHH) is one of the largest lodging franchisors in the world. A challenger in the upscale segment and a leader in midscale and extended stay, Choice® has more than 7,400 hotels, representing over 625,000 rooms, in 45 countries and territories. A diverse portfolio of 22 brands that run the gamut from full-service upper upscale properties to midscale, extended stay and economy enables Choice® to meet travelers' needs in more places and for more occasions while driving more value for franchise owners and shareholders. The award-winning Choice Privileges® loyalty program and co-brand credit card options provide members with a fast and easy way to earn reward nights and personalized perks. For more information, visit www.choicehotels.com.

The ability to model Choice's Cultural Values : Welcome and Respect Everyone, Be Bold, Be Quick, Listen, Be Curious and Show Integrity are key to our success in inspiring Loyalty, Growth, and the Hospitality Spirit.

Our managed hotels portfolio includes Radisson Blu, Radisson, Radisson Red, Park Plaza, and Country Inn & Suites by Radisson.

Unique. Stylish. Entirely Radisson Blu. Upper Upscale by industry definition. First class in any other language. High on design and style, all wrapped up in a Yes I Can! Attitude. The Radisson Blu Mall of America features 500 design forward guest rooms, unique spaces and over 26,000 square feet of meeting space, and is the first hotel connected to the Mall of America.

The role of Director of Guest Services requires an individual who has the ability to provide superior guest service in a fast-paced, hotel environment, ensuring 100% guest satisfaction by overseeing the daily operations of the Front Office and PBX.

Salary Range : $65,000 - $75,000 annual

Benefits we provide :

Employee discounts on thousands of hotels
Enjoy a complimentary meal in the associate cafeteria during your shift
Free Parking

Day 1 :

Paid Vacation and Sick Time (MN Earned Sick and Safe Time)

8 Paid Holidays

Paid Bereavement

Paid Floating Holidays

Employee Assistance Program

1st of the month following 30 days of service :

Full benefits package to our full-time employees, including health, dental, vision, short & long term disability, auto insurance, and so much more!

Employer paid Accident insurance and HSA contribution

401(k) Retirement Plan

Key Responsibilities

Participates in the development and implementation of business strategies for the hotel which are aligned with Radisson Blu's overall mission, vision values and strategies

Develops and implements strategies for front office, bell stand, parking, concierges, etc. that support achievement of the hotel's goals

Monitors status regularly and adjusts strategies as appropriate

Manages the operation of the front office and related areas

Creates the first impression by supervising the door, bell stand, parking, concierge and front office areas

Develops and implements processes and procedures for assigned departments which support achievement of service and financial goals

Participates in the preparation of the annual budget; monitors achievement of budget and takes corrective steps as appropriate

Prepares and analyzes reports in order to develop an informative database for decision making and to communicate upcoming business throughout the hotel

Analyzes business forecasts and maximizes productivity by adjusting schedules accordingly

Ensures front desk handles billing and cash in accordance with hotel's standards

Plans and coordinates hotel housing activities by working closely with Sales, Catering, Housekeeping and other departments

Ensures front office is in compliance with all hotel policy and procedures

Develops and implements strategies and practices which support employee engagement

Recruits and selects qualified candidates

Provides employees with the orientation and training needed to understand expectations and perform job responsibilities

Communicates performance expectations and provides employees with on-going feedback

Provides employees with coaching and counseling as needed to achieve performance objectives and reach their fullest potential

Creates 100% guest satisfaction by providing the Radisson Blu experience through performance that demonstrates the standards of, genuine hospitality and exceeding guest expectations

Gives personal attention, takes personal responsibility and uses teamwork when providing guest service

Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems

Provides Yes I Can! genuine hospitality and teamwork on an ongoing basis

Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction

Performs other duties required to provide the service brand behavior and genuine hospitality

Requirement / Skills

Minimum one - three years experience front office experience

Minimum one year upper upscale hotel experience

High school diploma required, bachelor's degree preferred

Strong computer systems skills including; reservations and reporting systems

Strong financial acumen

Excellent communication skills, ability to influence situations

Able to collaborate effectively with other hotel employees and managers to ensure teamwork

Strong Microsoft Office suite and reporting system skills

Ability to work a flexible schedule

Physical Demands

Ability to stand for extended periods of time

Ability to occasionally lift, carry, push or pull up to 50 pounds with assistance

Good manual dexterity for the use of common office equipment

Other Information

The hotel business functions seven days a week, 24 hours a day. All associates must realize this fact and be aware that at all times it may be necessary to move associates from their accustomed shift and alter assigned duties as business dictates. In addition, this is a hospitality business, and a hospitable service atmosphere must be maintained at all times.

This position description is not intended to create, nor is it to be construed, as a contract of employment or a promise of employment. I understand that my employment is an "at-will" relationship and may be terminated by either party at any time, with or without notice.

We are an equal opportunity and affirmative action employer and make employment decisions without regard to age, race, religion, national origin, gender, sexual orientation, gender identity, disability, veteran status, genetic information, or other protected class. Our locations are drug-free and pre-employment drug tests are required. Background checks are also required before employment begins. We participate in E-Verify and those who are ineligible to work in the United States will not be considered.

The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor are they intended to be an all-inclusive list of the skills and abilities to do the job. Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time.

Ability to model Choice's Cultural Values : Welcome and Respect Everyone, Be Bold, Be Quick, Listen, Be Curious and Show Integrity are key to our success in inspiring Loyalty, Growth, and the Hospitality Spirit.

Choice Hotels International is an equal opportunity employer and affirmative action employer. Employment practices and decisions are not influenced by an applicant's race, color, religion, sex, national origin, age, sexual orientation, gender identity or express, disability veteran status, genetic information or any other characteristic protected by law.

In compliance with the Immigration Reform and Control Act of 1986, this offer of employment is conditional upon your presenting documents verifying your identity and legal authorization to work in the United States. All offers of employment are conditional upon the satisfactory completion of a background check and E-Verify.

Salary : $65,000 - $75,000

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