Poste recherché : Director of Guest Services Référence : n°256852 Ville : Saint Martin Pays : Saint-Martin Contrat : CDI Date de début du contrat : Dès que possible Expérience : Expérimenté Catégorie du poste : Hébergement / Accueil et Relations clients Salaire : salaire compétitif Horaire : Sans coupure Jours de congés hebdomadaires consécutifs : 2 Logement : Oui Date de mise en ligne : 12/02/2025 Offre toujours d'actualité pour la semaine du 10/02/2025
Ensure the Guest Service department ( Front Desk, Concierge, Guest Relations, PBX and recreation) runs successfully in accordance with the standards of Belmond and LVMH
Ensure that all rooms are pre-blocked accordingly to arrival time and housekeeping is informed
Work closely with Housekeeping and Engineering Department to ensure that rooms are blocked accordingly for maintenance
Ensures strict control of room keys for guests and other departments
Conduct frequent and thorough inspections together with the Housekeeping Manager.
Maximizes room sales and revenues for the hotel.
Ensure that all Brand standards are met.
Maintain a high profile with customers and staff by socializing through all front desk, concierge, guest relation, PBX and recreation departments.
Ensures Guest Service operates with a sales attitude, and all personnel are aware of sales and opportunities within the hotel, which will assist, with the maximization of revenue
Ensures all Guest Service personnel are aware of all room revenue targets and are kept informed of performance results
Adhere to company credit policies to ensure all revenue expected will be received
Monitors competitor performance both past and future to ensure correct selling strategies are applied
Guest Service
Establish rapport with guests maintaining good customer relationship and handle all guest complaints, requests and enquiries.
Personally, and frequently verify that guest’s check-in/out is receiving the best possible service in line with LQA standards.
Schedules oneself to be on the front during peak operation hours, checking on standards of services and cleanliness
Greet and assist at the check in of guests
Ensure a speedy telephone and message service at all times for guests
Ensure that he/she maintains an up to date awareness of current promotions, policy changes and memorandums
Ensure thorough product knowledge of all outlets and departments by all Guest Service employees.
Ensure that guest history records are up to date at all times.
Administration
Assists with the development and maintenance of a detailed Department Operations Manual that reflects policies and procedures, work processes and standards of performance within the department. Ensures annual review to accurately reflect any changes.
Assists with the preparation of the annual Plan ensuring departmental objectives fully address business objectives of the hotel and needs of employees.
Ensure that all guest service-related forms and reports are forwarded in time to the Corporate Office.
Payroll and Productivity Management
Exercises efficient scheduling and ensures daily/weekly time and attendance updating.
Focus attention on improving productivity levels and the need to prudently manage utility/payroll costs within acceptable guidelines ensuring optimum deployment and energy efficiency of all equipment
Ensure new technology and equipment are embraced, improving productivity whilst taking work out of the system
People Management
Recruit, select and develop Guest Service employees to work following the operational, financial, administrative philosophies willing to become multi-skilled and perform multi tasks.
Through hands-on management, supervise closely all Guest Service employees in the performance of their duties in accordance with policies and procedures and applicable laws
Delegate appropriately, duties and responsibilities to equipped and resourced employees, nurturing and developing them whilst ensuring standards of operation and safety are maintained
Instill the Training philosophies of the company and work closely with the L&D Manager developing Departmental Trainers, ensuring that all Assistant Managers and Associates take an active role in the training and development
Develop and assist with training activities focused on improving skills and knowledge
Ensure employees have a complete understanding of rules and regulations, and that behavior complies
Monitor employee morale and provide mechanisms for performance feedback and development
Conduct Annual Performance Reviews providing honest and appropriate feedback
Effectively communicate guiding principles and core values to all levels of employees
General
Represents Guest Service on the hotel Executive Committee ensures the efficient and smooth operation.
Attends and contributes to all Meetings as required
Ensure all employees provide a courteous and professional service at all times
Handles guest and employee enquiries in a courteous and efficient manner, reporting complaints or problems if no immediate solution can be found, whilst feeding back a prompt follow up.
Strictly adhering to rules and regulations established in the Employee handbook and the hotels policies concerning fire, hygiene and health and safety
Take an active involvement in the Welfare, Safety, Development and well being of employees providing advice, counselling and truthful, diplomatic feedback
Ensure high standards of personal presentation and grooming
Maintains positive guest and colleague interactions with good working relationships.
Exercise responsible management and behavior at all times and positively representing Belmond.
Respond to requests to undertake any reasonable tasks and secondary duties and to changes as dictated by the hotel, industry and company.
Requirements
Previous experience in a similar role such as Front Office Manager, Reception Manager, Rooms Division Manager.
Fluent in spoke and written English. Spoken French is a strong plus.
Must be holder of a European Union Passport of valid Carte de Sejour.
AVANTAGES
CDI Contract
Attractive salary & benefits
Poste recherché : Director of Guest Services Référence : n°256852 Ville : Saint Martin Pays : Saint-Martin Contrat : CDI Date de début du contrat : Dès que possible Horaire : Sans coupure Salaire : salaire compétitif Expérience : Expérimenté Statut du poste : Catégorie du poste : Hébergement / Accueil et Relations clients Date de mise en ligne : 12/02/2025 Offre toujours d'actualité pour la semaine du 10/02/2025
