Responsible for leading and enhancing the overall guest experience throughout
the hotel by ensuring exceptional service delivery across all guest-facing
departments. Oversees and supports teams to drive guest satisfaction, service
excellence, and employee engagement. Monitors adherence to brand standards and
established procedures, proactively identifying opportunities for continuous
improvement. Collaborates with operational departments such as Front Office,
Housekeeping, Food & Beverage, and other service areas to ensure a seamless and
memorable guest journey. Leads assigned teams while contributing to the
achievement of property goals, guest satisfaction targets, and overall business
performance.
CANDIDATE PROFILE
Education and Experience
• High school diploma or GED; 4 years experience in the guest services, front
desk, housekeeping, or related professional area.
OR
• 2-year degree from an accredited university in Hotel and Restaurant
Management, Hospitality, Business Administration, or related major; 2 years
experience in the guest services, front desk,
housekeeping, or related
professional area.
CORE WORK ACTIVITIES
Leading Operations Team
• Ensures that goals are being translated to the team as they relate to guest
tracking and productivity.
• Creates and nurtures a property environment that emphasizes motivation,
empowerment, teamwork, continuous improvement and a passion for providing
service.
• Understands employee and guest satisfaction results and developing game plans
to attack need areas and expand on the strengths.
• Ensures that the team has the capabilities to meet expectations.
• Leads by example demonstrating self-confidence, energy and enthusiasm.
• Assists employees in understanding guests’ ever-changing needs and
expectations, and exceeding them.
Managing Property Operations Function(s)
• Follows property specific second effort and recovery plan.
• Publishes all guest satisfaction results in a timely fashion includi