Director of Guest Services
London, United Kingdom
Position Overview
The Director of Guest Services (DGS) will be the key liaison between the hotel and guests. The DGS will act as the "owner" of the hotel lobby, the guest database and is responsible for executing delivery of amenities, ensuring guest satisfaction and meeting guest expectations. The DGS will be responsible to ensure the club lounge experience is on brand for full service. The position will also coordinate Butler service when requested by guests. The position involves liaison with all hotel operating departments to ensure high standards for guest services.
Primary Responsibilities
- Acts as a liaison with all hotel guests especially those with high profile or with specific requirements
- Escorts VIP guests to rooms and ascertain their needs
- Responsible for physical inspection of all VIP rooms prior to arrival of guests, ensure correct settings of guest amenities, supervise and coordinate VIP group arrivals & departures
- Coordinate with Executive Office for housekeeping, room service, concierge, front office, reservations and sales for VIP amenities
- Responsible for maintaining high quality database for guest histories, implementing guest recognition and preferences programs in line with company policies and procedures
- Accountable for Guest Database audit and surveys, Quality and Brand Standard audit in areas pertaining to guest satisfaction and recognition
- Organize and manage provision of Butler service when requested by guests/VIP’s
- Prepare and analyze guest preference reports for improvements pertaining to guest satisfaction
- Preparing guest welcome and/or turndown letters
- Act as Chairperson of Guest Recognition Team
- Ensure members consistently receive all benefits, repeat guests and all VIP’s receive special recognition and services
- Assist in identifying training needs, develop training plans and implement training sessions for guest contact personnel
- To maintain appropriate standard of conduct, dress, hygiene and uniform
- Handle guests’ inquiries and concerns to ensure they are addressed / resolved quickly, courteously and professionally to guests’ total satisfaction
- Respond and react promptly, professionally in any hotel emergency or safety situation
- To ensure the lobby is appropriately staffed at all times
- Must be well informed at all times of international protocols and etiquette as pertaining to guests
- Responsible for the appropriate flag etiquette of hotel during official visits
Applicant Qualities
- A polished and professional individual with previous experience in luxury hospitality and or airline experience
- Previous experience and knowledge for formal styles of service and international protocols
- Should have professional and hands on presence in lobby
- A polished professional who is flexible, adaptable and energetic
- Good communication skills both to customers and colleagues
- Multilingual (Arabic, Russian, Spanish or Mandarin would be considered as a strong asset)
- Able to supervise and train service stylists
- Observant, organized and able to build networks to achieve guest requests and make decisions quickly
- Innovative in finding unique products, experiences and solutions to requests
- Must be computer literate and tech savvy
Salary dependent on previous employment experience and skills.