Director Of Guest Experiences l Sheraton Hotel PDX

Summary of Essential Job Functions 

• Oversee and lead the Front Office and Shuttle
• Act as a liaison between Housekeeping and Sales to ensure exceptional guest satisfaction
• Monitor guest satisfaction and associate engagement trends and take swift action on any issues.
• Builds bench for directors and managers. In addition, oversees the recruitment efforts for each department. Holds leaders accountable to goals.
• Guides and coaches teams on operational processes and procedures.
• Proactively recognize productivity issues and creates action plans with directors to resolve them.
  
  

Duties

• Communicate effectively both verbally and in writing to provide clear direction to staff. Assign and instruct guest service agents in details of work. Observe performance and encourage improvement. 
• Greet guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information such as outlet hours and local attractions.
• Supervise the efficient operations of Welcome Desk including check in/out procedures, including remaining at desk as Welcome Enthusiast.
• Support the staffing requirements and fill in vacant shifts as needed to shore up sick calls or job vacancies (including night audit shifts).
• Ensure that both Welcome team and management are kept aware of any relevant feedback guests through effective communication.
• Support our staff with managerial guidance and inspire team members to exceed standards of guest service, especially in my absence.
• Monitor the appearance, standards and performance of the Welcome team with an emphasis on training and teamwork.
• Ensure team members have a current knowledge of all room categories, room rates, packages, promotions, local area and other general product knowledge necessary to perform their duties..
• Assist sales and management with group reservations, rooming lists, and billing.
• Assist accounting with advance deposit payment reports and accounts receivable.
• Assist when necessary the balancing of  inventory and reservations each day through the property management system. 
• Take a lead role in responding to Positive Reviews across multiple platforms
• Monitor inventories of operating supplies and retail wall.
• Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for GSA’s and other employees. Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions. Make decisions and take action based on previous experience and good judgment, sometimes revising approach to accommodate unusual situations.  Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.
• Comply with attendance rules and be available to work on a regular basis.
• Perform any other job-related duties as assigned.

 Abilities Required

• Must have the ability to communicate in English. 
• Self-starting personality with an even disposition.  
• Maintain a professional appearance and manner at all times.
• Can communicate well with guests. 
• Must be willing to “pitch-in” and help co- workers with their job duties and be a team player.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts. 
• Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error. 
• Ability to access and accurately input information using a moderately complex computer system. 
• Ability to stand, walk and continuously perform behind the front desk.

• Ability to observe and detect signs of emergency situations. 
• Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated. 
• Ability to establish and maintain effective working relationships with associates, customers and patrons.