Director of Guest Services

Director of Guest Services | JOB DESCRIPTION 

LodgeWorks is actively hiring for an Director of Guest Services

Who we are 

LodgeWorks is a privately held hotel development and management company. While our name isn’t on the hotels themselves, our extraordinary culture is at the heart of our 18 hotels — including our award-winning Archer Hotel boutique collection and our portfolio of other great brands with familiar names, such as Hyatt Place, Hyatt House, Aloft, Hilton Garden Inn and Hampton Inn. 

We’re thrilled to be considered industry innovators with a rich 35+ year history. Yet, what we are most proud of is the strong family culture we have developed and maintained while growing to 950+ employees nationwide. At LodgeWorks, hospitality is more than just the industry in which we work; it defines everything we do. Maybe it’s because we’re grounded in Midwestern hospitality (our home office is in Wichita, Kansas, while our hotels are scattered across the U.S.). Or maybe it’s because we actively work to make hospitality (with each other, our guests, our clients and partners) the foundation upon which everything is built. 

Job overview 

 The Director of Guest Services (DGS) is responsible for leading, supervising and managing the Front Desk, Night Audit, Accounting, Concierge, Guest Services and Reservations. This position is responsible for providing and ensuring attentive, courteous and efficient service to all guests prior to arrival and throughout their stay while maximizing suite revenue and occupancy. The DGS is expected to develop and promote superior service skills in dealing with clients, guests and team members. The DGS is also responsible for reservation and inquiry calls, accounts payable and accounts receivable. Additional duties include working with Food and Beverage, Housekeeping and Maintenance when applicable.  

Your day-to-day 

• Interview, select, train, schedule, coach and support associates, ensuring that they perform in accordance with established brand and hotel standards and consistent with LodgeWorks’ core values. 
• Create specific, measurable, achievable, realistic and timely action plans to remedy guest service deficiencies. 
• Practice safe work habits, wear protective safety equipment when necessary and follow MSDS and OSHA standards. 
• Oversee the property accounting functions, including but not limited to accounts payable and receivable, house bank audits, petty cash and tax. 
• Maintain regular attendance in compliance with LodgeWorks standards as required by scheduling, which varies according to the needs of the hotel. 
• Check all guests in and out in a confident, professional and personalized manner.  
• Ensure compliance of brand standard operating procedures and policies.  
• Maintain and update personnel and payroll records in compliance with LodgeWorks policies and procedures. 
• Prepare and submit all reports to the General Manager and corporate management as requested and according to scheduled due dates.  
• Communicate accurately and effectively in oral and written form with guests and associates. 
• Proactively address guest concerns by ensuring appropriate, accessible and convenient amenities and service offerings.  
• Assist in the overall F&B operation to ensure compliance and guest satisfaction. 
• Oversee vendor and personnel contract throughout your department. 
• Monitor front office financial operations and ensure compliance with accounting controls and procedures.  
• Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction. 
• Set goals and expectations for direct reports using the performance review process and hold staff accountable for successful performance; coach the team by providing specific feedback to improve performance. 
• Serve as Manager on Duty. 
• Conduct monthly one-on-one meetings, as well as departmental meetings.  
• Know, maintain and communicate hotel emergency procedures; inform and assist guests and operations in emergencies.  
• Reviews reports and financial statements to determine divisional operations performance against budget. Work with direct reports to determine areas of concerns and establish ways to improve the department’s financial performance.  
• Assist in any other task or duties as requested by management.  

Who you are 

• A team player with a heart for hospitality. 
• Entrepreneurial at heart and innovative in mind. 
• A long-term thinker. 
• Customer-focused, with guests, clients and employees at the forefront of your thinking. 
• Nimble and able to adapt to change quickly. 
• Committed to sharing and togetherness and value the family mindset of our organization. 
• Aware that a good reputation is a huge asset to a hotel and committed to being a representative of that great reputation. 
• An excellent communicator. 
• Naturally curious and value listening to solve problems. 
• Comfortable following directions, guidelines and work objectives. 
• Capable of exerting up to 60 pounds of force occasionally. 
• Capable of standing for an entire shift or for an extended amount of time. 
• Capable of reaching overhead, utilizing both hands, leaning over, stooping and kneeling. 
• A plus: Practiced, with six months' related experience in hospitality or a service industry.  
• A must: Eager to be part of a great work culture and team. 

Benefits 

We are proud to offer competitive wages and the following benefits for full-time employees: 

• PTO 
• Hotel and restaurant discounts available at select LodgeWorks properties 
• Health, vision and dental benefits 
• 401(k) plans with matching contributions 
• Paid holidays 
• Short-term and long-term disability (company sponsored) 
• Referral bonuses 
• Flexible spending accounts 

LodgeWorks is an equal opportunity employer and values diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status.